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Manager Customer Care

Location:
Wethersfield, CT
Posted:
December 01, 2020

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Resume:

HARI VASUDEVAN

Email : adh87b@r.postjobfree.com Mobile No : +1-508-***-****

Total IT Exp : 17 +Years

Professional Profile :

Certified Safe Scrum Master, high performing management level associate with more than 16 yrs of experience.

Brings forward a strong track record of evaluating, analyzing, designing, implementing, and leading efficient processes to proactively improve performance while ensuring maximum cost benefit of budget spend. Process and Methodologies followed until the end. (Status Report, Test Summary Report).

Results-oriented achiever with excellent track record for identifying opportunities for accelerated growth. showcases hands-on expertise and comes forward as a well-rounded results-driven leader, who looks to continually improve business capabilities and efficiencies

Customer satisfaction and performance management on every release of the sprint.

The Quality of delivery is 100% and handled cross team effectively with continuous communication

Strong leader with motivational management style and reputation for building and retaining highly motivated team. His niche skill lies in open communication and facilitating with an extremely light and efficient process. Holding Valid H1B Visa. Valid till December 2020. Also having Approved I140

Awards & Certification:

Delivery Excellence Team Award

Accenture ACE Award

Certified Scrum Master

Achieved Recognize Award in cross-location. Including Client Recognized.

Acadamics:

Master of Computer Applications from Bharathidhasan University (CDE), Trichy, Tamilnadu, India, 2003.

Bachelor of Commerce from Madras University, Tamilnadu, India, 2000.

Technical Skills & Domain:

Tools Used:

Splunk, ID Minder, Planning Poker, Story Pointing Estimator, IBM Data Studio DB2, SOAP UI, Visual Source Safe (VSS), WIN CVS

Defect Management:

Rational Clear Quest, Quality Center, Mantis, Bugzilla, Prism, TFS, JIRA.

Testing:

JMeter, QTP

Domain:

Loyalty, MRO, Insurance, Telecom, Health Care, Asset, Pharma, Retail

Operating System:

Windows 10, Window 7, Window XP, Linux

Work Experience:

Employer

Designation

Duration

Virtusa Corporation LTD

Senior Manager

Oct 2019 – Nov 2020

Accenture Services India Pvt Ltd

Associate Manager

Oct’ 2008 – Oct 2019

Aspire Systems India Ltd, Chennai, India, www.aspiresys.com

Project Leader (Role)

April’ 04 – Sept 08

Infravio Software Technology Limited, Chennai, India,

Trainee Developer

July’03 – April’ 04

Accenture started has junior level resource in manual testing. And worked across several projects raised to Associate Manager. Valuable asset to the organization. Flexible and result oriented approach on deliverables.

Professional Highlights:

Scrum Master, Quality Assurance Specialist, Turn Around Specialist, Leadership Skills. Process Strategist – Agilest.

The Quality of delivery is 100% and handled cross team effectively with continuous communication. Worked on BDD framework Architecture executing scripts and effectively reduces the turnaround time. Users have been moved to next level and from enterprise level it’s contributing 27% Client revenue. Honesty / Integrity: Relationship Building with transparency. Delegation and Empowerment Handling the team with positive work environment. Creativity worked with the team on new idea innovation on automation of the work with the selenium

Project Name:

Anthem

Client:

Anthem, USA

Team Size:

40 +

Role:

Scrum Master/QA Manager

Technology Used:

SOAP XML, Pega CRM 7.3

Travel onshore:

USA Work Permit VISA

Description:

Anthem is one of the nation's leading health benefits companies and a Fortune Top 50 company. At anthem, we are working together to transform health care with trusted and caring solutions. My role is on the SIT team supporting the migration and retirement of legacy Medical Management platforms across the enterprise (WMDS, ECC, TriMed) as well as the implementation of a provider facing portal supporting Anthem Care Management. The effort as a whole (and other related work streams) is the Anthem Care Management Solution (ACMS) project. ACMS is comprised of WellPoint & IBM developed components including but not limited to Interactive Care Reviewer (ICR), Interactive Care Guide (ICG), Watson & Anthem Care Management Platform (ACMP). The business managed on the legacy medical management applications is being moved in iterations onto the new Anthem Care Management Platform (ACMP). Collaboration with Anthem Care Management operational areas as well as WellPoint & IBM IT partner.

Anthem Care Management Solution is a multifaceted and multiyear project, which is designed to improve the structure and process of care management and provide a supporting system that will enable WellPoint to create a clinically integrated platform and consumer. The new medical management system which will replace the intake and clinical review functionality in the legacy medical management systems. ACMP is integrated with CRM Intake, ICR and WellPoint core systems. PegaCRM is used for creating cases with information provided by customer and passing it on the other applications so that the authorization and claims can be processed, Pre certification and Pre determination based on service validation and same validated through CCF.

Responsibilities:

Lead the team during the PI planning discussions, managing the features and reach out to cross impacted teams to discuss dependencies.

Removed impediments and coached the scrum team on removing impediments.

Assists the team in meeting its program increment objectives and milestones.

Ensure that all the team deliverables (stories, defects and tasks) obtains the sign-offs from the Business owners.

Worked with Multiple integration teams and involved in their testing CRM, Gateway ICR, CHUB, WMDS, and Claims testing. Have identified critical gaps and have reported to the WMDS team and they delivered the fix for the same.

Onshore and offshore co-ordination: Coordinating with offshore on daily basis across the team which includes apart from my sprint team

Lead most of the team ceremonies which includes Sprint Planning, daily stand-up and retrospective meetings and assist the Product owner and system analyst during the backlog grooming.

Facilitate calls during troubleshooting sessions with dependency teams and attend E2E business and testing calls to represent the team

Lead the team during the Sprint demos, note down all the review points from the Business partners and help the team address the action items

Perform sprint demos to business whenever Product Owner has conflicts. UAT Sign off.

Help the team perform test execution specially during crunch time.

Adheres to agile principles by fostering an environment for high performing teams, continuous flow and process improvement.

Conduct Agile Health Facilitation. SME in Queue and TAT for all LOB lines across anthem

Project Name:

Coverys

Client:

Coverys

Team Size:

5 +

Role:

QA Manager

Travel onshore:

USA Work Permit VISA

Technology Used/Architecture:

Microsoft BI Technology (SSIS, SSRS, and SSAS) Visual Studio 2012, SQL Server 2012, Windows 10, and Team Foundation Server 2012

Description:

Coverys is the leading provider in North American provider of medical professional liability insurance. The end goal for the EDW project was to integrate three legacy systems into a central warehouse, where the business could access and manipulate the data as needed. As the project transitioned into utilizing the Agile Methodology, he provided valuable experience regarding Agile processes and best practices, as well as with the TFS (Team Foundation Server) application. He was responsible for providing the knowledge transfer to client team members who were new to the Agile methodology.

Responsibilities:

Collaborate with Developers, Project Managers and Business - Analysts to get complete understanding of the requirements

Scrum Master running daily scrums and collected/complied all information for report and progress

Test case review

Provide Test Estimation

Interaction with Offshore team on daily basis

Task Allocation to Team member

Daily Status report to Client

Perform Impact analysis on every change request

Preparation of Metrics

Status Report to Leadership team

Conduct review on all Test Artifacts.

Project Name:

CLH

Client:

Clean Harbors

Team Size:

10+

Travel onshore:

USA Work Permit VISA

Role:

QA Manager

Technology Used:

Silverlight, ASP.Net, WPF, Microsoft-Windows Communication Foundation (WCF)

Description:

Clean Harbors is the leading provider of environmental, energy and industrial services throughout North America. Clean Harbors having currently 60,000 customers.

Clean Harbors Services provide a broad range of hazardous material management and disposal services including the collection, packaging, transportation, recycling, treatment and disposal of hazardous and non-hazardous waste. Field Services provide a wide variety of environmental cleanup services on customer sites or other locations on a scheduled or emergency response basis.

Within Clean Harbors Energy and Industrial Services, the Company offers Industrial Services and Exploration Services. Industrial Services provide industrial and specialty services, such as high-pressure and chemical cleaning, catalyst handling, decoking, material processing and industrial lodging services to refineries, chemical plants, pulp and paper mills, and other industrial facilities. Exploration Services provide exploration and directional boring services to the energy sector serving oil and gas exploration, production, and power generation.

Responsibilities:

Collaborate with Developers, Project Managers and Business - Analysts to get complete understanding of the requirements

Gathered requirement from key Business stake holder and necessary functional specification prepared

Application walkthrough provided to business user for UAT signoff.

Test case review. Provide Test Estimation

Test case preparation

Task Allocation to Team member

Daily Status report to Client

Perform Impact analysis on every change request

Preparation of Metrics

Status Report to Leadership team

Conduct review on all Test Artifacts.

Project Name:

Telstra

Client:

Telstra Australia

Team Size:

8

Role:

Team Lead

Technology Used:

CRM Application [Siebel 8.1]

Description:

Telstra is an Australian telecommunications company under private ownership, holding a dominant position in landline telephone services, large share of mobile phone services, domestic consumer (including dial-up access and Broadband internet broadband cable modem, satellite and ADSL services under the Bigbond brand) and business data services, and cable television. As part of the client's IT transformation they are implementing the Accenture Communication Solution (ACS) package as a new Customer Care and Billing (CC&B) application to multiple existing customer care and billing systems. BSS is a large project with over 1000 Accenture resources across Australia and India.

Responsibilities:

Involved in Test case Preparation and executing test case in customized Siebel 7.8 [CRM]

Preparation of Test cases

Review of test cases

Task Allocation to Team member

Testing CTI Functionality for Inbound and Transfer calls

Running the batch jobs using PUTTY

Creating orders through Bigpond and completing via AXIS, NPAMS, and Warehouse etc.

Coordination with business and production support to narrow down the scenarios and test condition.

Used SQL queries for Database testing to retrieve and verify data accuracy

Preparation of test report and tracking the defects in test lab

Defect Tracking and Reporting.

MIRA

Role : Project Leader

Team Size : 5

Software : .NET

ARI is a leading supplier of electronic commerce services in certain industry sectors including outdoor power equipment, power sports equipment, marine equipment, recreation vehicles, farm equipment, construction equipment, manufactured housing, motorcycles, diesel engines, power tools, material handling equipment, and floor maintenance equipment.

Responsibilities

Preparation of Process document

Preparation of Test Plan and Test cases

Execution of test cases

Review of Test cases

Bug tracking and reporting

Task Allocation to Team member

Responsible for defect reporting and tracking.

Metrics Collection

Client Coordination



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