Csr Service Representative

Shivkumari Pandey

Email Id: *********@*****.***

Phone: 201-***-****

Career Objectives:

Looking for a challenging position in your organization with a view to use my wide experience for the benefit of the organization.

Experience Summary:

Certified Senior System Architect in Pega PRPC Version 8.6

Good knowledge in Interfaces of PRPC such as Flow Actions, Harness rules, Section rules

Creating and Maintaining Rules, Rule Sets and Versions, have experience in Enterprise deployment for various releases.

Implementing Business policies using Decision Rules, Declarative Rules, Activities and Validations.

Understanding business cases by analyzing the production process

Implemented Email Correspondence for various PRPC communications.

Knowledge in creating Data tables, Integration with external system with SOAP.

Good knowledge on performance issues caused because of Data Base operations.

Experience in using Clipboard, Tracer and SMA of PRPC applications.

Good Analytical and Design approach for PEGA PRPC applications by using PEGA Guardrails.

Good Communication, Interpersonal skills and consistently recognized for Organizational skill.

Good problem solving skills and open to adopt new technologies. Education:

Master’s in business management, Mumbai University - Mumbai, Maharashtra 2003

Bachelor’s in Education Economics and Commerce, Mumbai University- Mumbai, Maharashtra 2008

MBA in Management, Montclair State University - Montclair, NJ Experience:

Worked as a HR Manager for 5 years IT consulting company, South Plainfield NJ. Certifications: (Candidate id- PEGA094634)

PRPC Certified System Architect (CSA V8.)

PRPC Certified Senior System Architect (CSSA V8.6 Skills:

Pega V7/V8.

Project Details:

PROJECT #1:

Title : AHS Pro Sales

Client : Service Master

Skill/Tools : PRPC V8

Project Description:

AHS is a home warranty company, giving protection to home and Home Compliances. AHS has two major applications like Sales, Service.

Sales: Basically this application is selling AHS products (or Contracts) to customers. There are multiple ways to sell these products to customers, which means user can come through referral, they may come through third party vendor or through call in directly to AHS. Services: Basically service application is intended for accepting and processing requests for service from AHS customers. Customers will call AHS and speak to a Customer Service Representative (CSR) when they need to get service to fix a problem with an item in their home, such as an appliance or utility system (heating, cooling, plumbing, etc.). A customer could request service for more than one item during the same call. The system will guide the CSR through verifying the customer’s contract and item coverage, and will determine the contractor(s) to attend to this service request, and finally will send out a dispatch to the contractor(s). This dispatch to the contractor could be through phone, email, or fax. Responsibilities:

Developed Pega PRPC applications as per the design specifications.

Experience in Sections based on the user selections, Sections contained Dropdown, radio buttons, etc.

Involved in building process flows in PRPC.

Design and implemented various activities.

Worked on various Visio flow shapes for PRPC business flows.

Analyze and prepare the elaboration documents for the use cases

Identified and created user roles, access group and work basket matrix.

Strictly adhered to the PRPC guard lines as defined by PEGA system Inc.

Creation of declarative expressions for value change on the properties

Involved in creation of validations to implement business logic validation.

Responsible for creation of rule set designing, class structure and rule-resolution designing

Had regular meetings with supervisors and management to understand the complicated set of business rules.

End to end integration testing of the application. PROJECT#2:

Project Name : MC-BA Tool Enhancement

Client : AMFSC, USA

Skill/Tools : PRPC V8

Project Description:

MasterCard Worldwide is an American multinational financial services corporation headquartered in the MasterCard International Global Headquarters, Purchase, New York, United States. Throughout the world, its principal businesses to process payments between the banks of merchants and the card issuing banks or credit unions of the purchasers who use the

"MasterCard" brand debit and credit cards to make purchases. MasterCard Worldwide has been a publicly traded company since 2006.MasterCard is a technology company and payments industry leader. For more than four decades, this has been a driving force at the heart of commerce, making the global economy safer, more efficient, more inclusive and more transparent for all.

Responsibilities:

Understanding Requirements.

Developed various modules, fixing bugs.

Involved in designing Flows, UI Designing and Activities.

Prepare the low level technical design document

Preparation of Status Reports.

Functionality implementation through Activities, Functions

Involved in Class Structure and Flow Design

Design the User Interface rules such as Harness, Sections, etc.,

Participated in UAT with business users

Defined Declare and Decision Rules

Involved in attaching SLA in assignments and created SLA activity depending upon the requirement of the project.

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