Customer Care Project

Damodhar Nemmipadu

Product Owner

Phone: 872-***-**** & E-mail: **********@*****.***

mailto:**********@*****.***

Summary

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Aim to accelerate world's transition to a sustainable energy by ensuring and providing a seamless and frictionless experience to our customers. Excited to begin new challenge with successful team. Also Customer-oriented product owner with more than 10 years of experience focused on increasing productivity, minimizing risk of deliverable. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering guidance and helping with solutions.

Skills

Native Mobile app and Dotcom implementations.

Pharmacy Business and Retails app and dotcom flow.

Ship to store operations.

Order Management system.

Promotions and stacking.

Retails and Pharmacy Cart and Checkout flow.

Pricing rules and logic of calculations.

Point of sale (POS) – integration of digital systems with the store systems.

Payment gateway System.

Marketing and Abode analytics

Technical Skills

Project Management tools Version1, Trello, Jira, Endeavour

Methodologies Waterfall, Agile.

Prototyping Tools SnagIt, Balsamiq, wireframes.Axure

Diagramming & Modeling tools MS visio, UML 2.0, Primavera, CCS(Construction Computer software

Documentation BRD (Business Requirement document), SRD(Specification requirement document), UAT sign off documents, Requirement traceability matrix and change management.

Requirement Management tools Jira, Azure MS Excel, MS PowerPoint

Defect tracking system Jira, HP PPM, Trello, Atlastissian, Azure

Frameworks Java and MVC

Languages Javascript, API, Service contracts

Databases MS Access, MySQL, Oracle

Integration MAPFORCE, XML and XSD, JSON, Rest and SOAP

Achievements

Successfully defined the product strategy and Business and system requirements and Handled corporate project delivery and coordination that involved 16 different teams and successfully delivered the project within the timelines by handling the challenges the came up before, during and after execution.

Define and execute the Pharmacy product strategy and streamlined the store and digital tools .

Completely understand operational cycle of browse and search, Customer care (CSC), Fulfillment (OAP, WMS), Enterprise payment systems and Pharmacy and Retail flow integration.

Successfully defined and implemented, the order and package level status and defined the execution process with in stores and its interaction with Digital.

Streamlined the Ship to store operations and integrated the online and store/ Warehouse systems for having a seamless fulfillment process and data flow.

Rolled out Contact lens flow on the Walgreens in adhere to HIPAA rules.

Lead the technical implementation process of various payment methods on both Dotcom and mobile app platforms for PayPal, Master pass, Visa checkout and Apple pay.

Identified pain points for both Customer facing and customer care agents and define the product strategy that involved redesigning the app components, that would provide the seamless flow and right amount information to customers, that actually drove reduction in calls to customer care.

Provide fact-based, compelling recommendations to drive consensus and strategic alignment.

Manage cost centers and capital asset budgets (pipeline management, creation, growth).Develop comprehensive Cost Benefit Analysis (CBAs) to capture financial impacts of initiatives. Proficient in requirements gathering software support, data mining tools, Microsoft Office applications, as well as CA Clarity and BI tools – ProClarity, Cognos.

Assist in the creation, implementation and evaluation of Total Quality Management (TQM) programs

Successfully rolled out the implementation of the tokenization project for achieving the PCI compliance for digital department.

Successful implementation of digital promotions and coupons, which was a critical achievement for the business operations.

Professional Experience

Photon InfoTech PVT ltd, Chicago, IL Apr 2016 to Till date

Product Owner (Pharmacy and Retail integration)

Project name – Redesigning the app both UI and back end components, to improve the performance, Building a new pharmacy app for the customers and integrating the same with retail channels.

Project description: Walgreens has redesigned the entire app, where the new app will offer more functionality and improve engagement of the customer and also helps in streamlining the operations.

Architecture- Microservices architecture

Framework-JSP, Vaadin, MVC

Technology-Java, Pl/SQL, Elixir - Elixir Repertoire, OpenSys – CloverETL.

Environment-Agile, UML, Jira, Confluence, MS Project, HP PPM, MS Excel, word, SnagIt, Balsamic, wireframes.

Responsibilities

Define and deliver a product vision and strategy.

Define roadmap and customer scenarios and Work with engineering, UX, and business stakeholders including finance to deliver business specific value.

Work with engineering team to deliver a scalable architecture that not just meets current needs, but consider future growth scenarios.

Define a set of KPIs to measure customer satisfaction and business impact with the ability to analyze them and utilize them in decision making processes Prioritize between existing versus new customers, and between features, architectural improvements and operational excellence.

Design the product strategy that will align to fulfill the business needs and over all customer experience across the Walgreens Mobile app for both platforms of IOS and Android.

Worked on the redesigning the entire Walgreens App, that actually accounted for designing and defining the product strategy and product goals, with UX/CX, user experience redefined that focused on providing the information that is just needed to customer and defining the flows that would get customer to the desired page or needs on quick basis.

As part of the redesign the goal was also to make sure that performance of the app was improved.

Redefining the pharmacy flow, where the concept of order has been introduced that would help Walgreens operations to streamline with the other competitors. This helped in cutting the costs by integrating the Store systems, Pharmacy fulfillment centers and digital online platforms.

Integrating the new payment systems that include allowing more payment methods to be introduced on the Walgreens App/Website platform, more card types can be used for completing the payment via online systems. This increased the digital transaction and digital footprint across the pharmacy business. Providing an option to customers to prepay for their medications that are ready for pickup, so that they can just scan the QR code and pick up their medications instead of waiting in line.

Worked for developing the notifications and widgets on the mobile app that help in providing information to customers on priority basis.

Bringing up more features to customers, that will drive the traffic and increase downloads. Some features like, Pill remainder, manage family medications and their prescriptions, submitting for additional refills before refills become 0.

Instrumental in building up the strategy, for building the Find care health platform that will give Walgreens an edge to be a health care hub that can help customers find a service and get the health concern addressed and have the pharmacy fulfill the medications.

Integration with Microsoft healthbot for providing assistance during the covid19 crisis.

Building a platform to integrate with various insurance providers and partnering with providers to give price transparency for the customers for the medications.

Successfully completed partnering with the various local and national health providers, like labcorp, advent health clinic, Philips, dexcom.

Streamlined Retail Cart and checkout process in Walgreens by adding new yet small features like save for later, pricing display enhancements and order summary changes, promotions information visibility, which contributed to increase the CSAT score for Walgreens from 73 to 82.

Defining the process and responsible for end to end Implementation of Ship to store operational process across the Walgreens online systems and 9700 stores and played a major role for making the programme successful, by continuous support and troubleshooting, where the we got 1million packages mark reached with in year of implementation.

Enabling Contact lens items for STS and integrating the product catalogue with SGSIS system and enable customer to use FSA card for CL items.

Integrating with fraud management systems and collecting requirements for the same.

Responsible in collaborating with business and operation partners to streamline the Walgreens store processes for handling the packages that are delivered to Walgreens store for customers to pickup and handling the Returns and refunds process.

Responsible in collaborating, coordinating with Apple implementation team and Walgreens implementation team, fully responsible for implementing Apple pay on Walgreens website by adhering to apple standards.

Integrating with the tax systems like Vertex for calculating the tax prices for the retail and pharmacy flow.

Responsible for implementing master pass and visa checkout across Walgreens website and responsible for getting revenue to Walgreens by implementing master pass promotions.

Responsible for major changes to Pricing engine for Walgreens and successfully addressed the current abuse problems across walgreens retail chain.

Responsible for major revamp in promotions setup process and stacking process, promotions applying of the same to customers on cart page, that saved walgreens from losing money.

Fully responsible for implementation of the OMNI channel payments and returns, by integrating the store systems with online systems.

Instrumental in implementing the new tender type, manufacture coupon across walgreens retail channel.

Lead and implemented, tokenization project across corporate that gives customers more confidence that walgreens has the customer data stored meeting all the security standards.

Lead and implement In store ordering system that can used by store team members for placing orders on behalf of customers and can be accessed both on mobile and desktop.

Experienced in leading and developing mobile applications, adaptive v/s native pages. Involved and lead from product side, as part of Microservices revamp that is going.

Coordinated with systems partners to finalize designs and confirm requirements.

Provided continued maintenance and development of bug fixes and patch sets for existing web applications.

Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Managed creative projects from concept to completion while managing outside vendors.

Recommended architectural improvements, design solutions and integration solutions.

Project name – Tokenization & POS integration

Project description: This project is intended to achieve the goal of corporate, where none of the local servers should be storing customer payment information as either encrypted or clear credit cards apart from the Enterprise payment systems. In order to achieve the same, all the customers’ payment information is being converted into token and stored across the servers.

Platform - Microsoft web platform, HP voltage and EPS.

Framework – ATG

Technologies – Java, Encryption, Tokenization, XMl, Web services.

Environment-Agile

Responsibilities:

Responsible for implementation and integration of the website with HP voltage for achieving the tokenization process to adhere to PCI compliance.

Coordinated with multiple teams (nearly 12 teams) to identify the impacted points and phasing the requirements and phasing the development process.

Served as SME for the projects for functional and process clarifications.

Coordinating and teaming up with development teams to make sure the requirements are understood and technical tasks are distributed across.

Coordinating with Scrum master/Program manager/Release management for making sure that Business need and development is aligned with the expectation of project release.

Interacting with third party vendors for understanding the functional process and how to integrate the framework into existing systems, so that the encryption followed by tokenization is achieved.

Review the service contracts and agreements and making changes to 9. Messages that are used for communicating with Enterprise payment system.

Handling the failure cases where the card details failed to either tokenize or Pie encryption.

Handling all interaction points with EPS/Payment processing systems like Pre authorization/Auth, returns, Credit, debit and enquiry calls and blob of data received from various payment methods all has token value in it. Integrating with Point of sale system (POS) and handling the payment information received from the same is tokenized in all the calls made to for online purchases.

Handling the customer entered data in the payment screen that are across the website like profile, auto reorder management and checkout flows.

Defining the process for handling the bulk tokenization process to convert the customer payment information to token using common framework.

Defining the process to handle the CSC system, where the payment information will not be available then also they will be able to serve the customers.

Defining the process for passing the information to fraud management system, Enterprise payment systems and Payment processing system (Vantiff, HP voltage).

Handling the PIE encryption methodologies, Bin data management and tokenization methodologies and ensuring that the pages performance doesn’t impact.

Project name: Digital promotions and coupons

Project description: Purpose of the project is to make digital coupons available for the customers on the checkout pages, so that customer doesn’t need to enter promo code for getting the coupon applied.

Framework – ATG

Technologies – Java, Encryption, Tokenization, XMl, Web services.

Environment-Agile

Responsible for defining various coupons and promotions types that meet business requirement.

Defining the stacking rules like how the promotions should e applied in sync with the pricing rules.

Responsible for laying out requirements for building a common component which is heavily reusable and helps business setup customized promotions based on their needs.

Work with Quotient, Coupons.com, Ab Initio, and integrating the same with BCC(Business control center).

Review and agree on the service contracts for the feeds to flow in to Walgreens systems.

Talking different manufacturers and understanding the different setups and needs of the same.

Fully understand the behavior of the coupons application with backend systems and how they are applied in checkout pages.

Defining the loyalty flow for awarding the customer with points for each purchase and interaction with Epsilon systems

Defining the process like when to use job, queue and redemption calls to external websites to mark the coupons as redeemed.

Clipping and unclipping of the coupons, tracking the same using the adobe omniture and integrating with pintrest and image pixels.

Defining the process for coupons that can be redeemed only online or store or both.

Working with DWBI team for reporting requirements and adobe Omniture tagging for measuring the performance of the features and customer engagement.

Kewill, Hyderabad. May 2013 to April 2016

Lead Business Analyst (Financial Management/Supply chain Management/Value Management-Logistics & WM)

Project description: Vanguard is developing Configurable Operational products for its Inbound and Outbound logistics handling as standalone but yet integrated, for handling the Freight forwarding process, yard management and Warehouse control system to automate the process of handling the Air/Ocean/Truck shipments.

Warehouse Control system (WCS) is an automated system that will be used within the warehouse for managing the warehouse activities like Put/Pick/Packing/Repacking/Load/Unload etc.., based on the instructions coming from the shipper, customer or forwarder.

Platform-Java, MVC and Move (In-house architecture defined)

Framework-JSP, Vaadin, MVC

Technology-Java

Environment-Agile, UML, Jira, MS office, SQL, HP PPM

Responsibilities:

Identifying the stakeholders and participants in the project. Defining the scope and functional requirements for the product for the development and acted as a Product owner by owning the functional requirements.

Defining the Business model and rules and costs segregation of the bills for imports and exports and implementing the same into the systems to automating the Forwarding management systems.

Design and Develop Value Chain & Business Models for Inbound and Outbound Logistics Business process for the Forwarding Management, Pricing management, Contract management, Warehouse Management, Container Management, Yard Management and Warehouse Job Management. Financial modules like Payables and Receivables.

Worked on developing a product that will be scalable and serve to integrate the various departments of Yard management, Container management and integrating the same with Truck and warehouse systems to manage the workspace.

Working on integration between various products in-house and external, which includes API interfaces spec defining, and Web services, XSD definition and sample XML defining. Schedulers for running on time for data push using SQL queries. Identifying and Building of common data source for creating of Strong Data warehouse by understanding the data flows and EAI, so that the integration between the products can be flexible and reports can be generated.

Work closely with subject matter experts on the development of core processes. Defined the Big picture of the product with help of Activities (Activity Diagrams) and Sequencing the same (Sequential diagrams) and using UML diagrams for explain the high level requirements.

Process mapping experience using various Microsoft tools and project management tools(MS Project). Working with the process mapping leads to get the process defined and mapping those to the Business requirements to the process. Define of Business Process Measurements/Metrics and Key Gates. Identify Gaps and Develop Improvement Projects.

Project Management using Agile SDLC method and using Jira Tool for Project management, managing the Product/Project requirements, Resource/Velocity management, Change request and for Project progress/Update communication and facilitated as Scrum master for the project life cycle applying the Agile SDLC methods and prioritizing the requirements.

Business process modeling (BPM) was extensively used for the project to define the various scenarios and their outcome in terms of Functionality and costing.

Auditing the payables and receivables for giving the finance team clear picture of financial strength of the company and Mapping the chart of accounts section.

Perform scrum lead role after start of the project to get the updates and plan for progress of the project.

Overseeing the preparation of functional, system and program specifications using appropriate methodology and tools. Review and providing comments on the User stories written by the other Business Analysts and taking responsibility for getting User stories approved by the Stake holders/Client.

Processing the payments using various for modes like credit card/Debit card and net banking for getting receivables.

Integrating with Customs of various countries for calculating the various charges that are charged on import and exports.

Defining field level information (Includes Field name, Data length and Purpose of the field) that helps the development Team to create database based on that information.

UI prototyping for defining Menu, Submenu/Module, Fields on the module and their sequence of appearance, Functionality, Mandatory/Non mandatory and validation for fields and validation messages.

Defining the Inbound/Outbound logistics process and providing the interfaces for the process.

Designing Configurable Screens (UI), so that Access controller or MDM administrator will decide which information/fields should be presented in the modules based on the User or User role for capturing the information while performing Inbound and Outbound logistic operations for modes Air, Ocean and Truck operations (Booking, House(HBL/HAWB), Master(MBL/MAWB), Shipper confirmations and shipping information, Pick services and special services).

Providing UI Flexibility to Define/Update the Business rules based on parameters like Organization, Company, Branch and Warehouse level, so that business rules which are dynamic can be changed with ease and without waiting of the development team.

Screen Responsiveness and Data Broadcasting-Developed responsive screens so that the screen fits for any equipment based on the screen size and Getting updated data into other modules without refreshing the screen.

Producing BI reports and working with Business objects for reporting structure.

Mobile application for the equipment screens so that they can perform Jobs using the mobile APP.

ETA - ASCON, Dubai Jan 2010 to March 2013

Functional Consultant/Implementation of ERP

Project Description: The ETA-Ascon, a huge construction company needed a system which will integrate their Bidding, Contract, Procurement, Inventory and department. Primavera and CCS were replaced with Xpedeon estimation tool. Projects included studying the Primavera functionality and try to develop a better tool to handle the Business process in the Tendering and Procurement Business process.

Platform - Microsoft web platform, Sap, Primavera, CCS estimation tool, Kanban

Framework - MVC

Technology- Java

Environment - Agile, UML.

Responsibilities:

Understanding the Business Process (Requisition, Purchase, Goods Receipt note, Rejection note, Invoicing, Sales, Contract management and speaking to various departments by conducting JAD sessions.

Understanding the SAP process and Primavera process for As is and tailoring the requirements to suit the xpedeon requirements.

Studying the process of Primavera and CCS systems and Scoping up to develop a better tool to easy the process for the Tender and Procurement department.

Design and Developing Estimation tool that will be integrated with the new ERP so that the Bid information will be tracked.

Defining the Cost value and reconciliation, so that the cost and incomes can be tracked till date.

Understanding the Business problems of using the existing Legacy system and finding the gaps of the same.

Defining and mapping of the requirements to new system and finding the gaps in the new system. Analyzing the data provided by the client and developing the format as per the system requirement.

Requirements gathering and analysis, Design, Development and Testing.

Implementation of ERP by Migrating the data from legacy system to new system and Comparing the legacy with New system once the data has been uploaded, using reports etc

Setting up the server, platforms, Framework and databases.

Leading the support team and worked with the development team.

Conducted effective knowledge training sessions on various modules.

Fixing bugs in modules. Developed test plan, test cases and test case documentation.

Advance Knowledge Systems, Hyderabad, India May 2007 to Oct 2008

Business Analyst/Implementation of ERP (Retail and E-commerce)

Project Description: AKS (a manufacturing company with globally spread business), has websites where customer can directly login and place an order for desired consumer goods, Electronics etc AKS wanted to have an integration of these orders into In-house system that would help to record all the online sales orders in order to know what the demand and plan the for the production and inventory.

Platform-Microsoft web platform, Sap, Primavera, CCS estimation tool.

Framework-VB.Net

Technology-ASP.net.

Environment-Agile, UML, MS office

1. Study of AS is Business process and defining the to be process, Integration and Implementation of the ERP with modules

●Procurement

●Inventory Management

●Finance

●Production and manufacturing

●Contract Management

●Asset Management

●Order management system.

Responsibilities:

●Identifying the necessary modules that are required to build the application and defining the business flow.

●Understand the SAP process and defining the process to suit open bravo ERP.

●Design the solution UI screens (Prototyping) that are required for the achieving the business process and is globally usable.

●Serving as a liaison between the Customer and offshore development team.

●Responsible for gathering business requirements and preparing BRD, SDD documents and communicating with development, QA team

●Performing User acceptance test immediately after every build.

●Serving as a liaison between the programmers and internal business entities in designing and Implementing functionalities

●Collaborating in the planning of new product decisions and enhancements to existing applications.

●To take ownership of implementation process with clients/customers.

●Assisting DBA team, to produce right DB changes, and stored procedures in right time in right manner.

●Responding to RFPs (Request for Proposal) for the new lenders who look to adopt our products.

●Responsible for implementation process to new clients, by setting up to go live.

●Providing support to different clients for the daily issues.

●Training the new joiners by giving functional and technical knowledge related to the project

Education:

BS Degree in Computer Science

MBA in Finance and Marketing

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