Call Center Business Process

Jitendra Kumar Gupta

Mobile Number: +1-972-***-****

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

LinkedIn : https://www.linkedin.com/in/jitendra-gupta-a5905b34/ Trailhead : https://trailblazer.me/id/jgupta4

PROFESSIONAL SUMMARY

• Solution oriented individual, with a blend of Functional, Technical & Management Skills with 18+ years of experience in IT, ability to assess a customer’s business problem and recommend efficient and optimum solutions leveraging my CRM domain knowledge, business value assessment expertise, and techno-functional skillset (Salesforce & Force.com platform).

• Strong knowledge in Salesforce Architecture and Data Model and proficient with Salesforce configuration

• Spearheaded team in Vlocity OmniScripts, Vlocity Data-raptors, Vlocity FlexCards and Integration Procedure

• Pioneered implementation Strategy on Vlocity Insurance and Financial domain.

• Having a good understand of Vlocity Data Packs to deploy Vlocity components from one Org to another.

• Salesforce Einstein hands on, to analyze delinquent accounts and create stories in Einstein discovery to optimize the business process.

• Strong knowledge of Salesforce Call Center NICE inContact, Screen pop, NICE Dialer, Omnichannel Self Service Live Chat, Co browse.

• Successfully delivered Salesforce migration project, extensively worked as a Techno – Functional Consultant in providing CRM solution with excellent business domain experience in Salesforce, Siebel Automotive and Auto Finance industry specific application.

• Extensive exposure with Solution Design team, Business Analysts, Performance & Architecture, Business Users Group and QA teams and helped the Project Management Teams implementing new business processes with excellent interpersonal & communication skills.

• Experience in leading members of the development team in development and design, providing work effort estimates, assigning work, and helping to design larger efforts with the Product Partners.

• Completely followed the best practices to minimize customization in the application.

• Experience in end-user interaction to understand and prioritize the requirements and driving the team towards the defined project milestones.

CORE SKILLSETS

• Salesforce Configuration & Administration, Security Model, External Objects, Flows, Process Builder, Salesforce Einstein, Salesforce Marketing Cloud, NICE inContact, Apex, Visual force, Lightning web Component, Vlocity Insurance (Omniscripts, Integration Procedure, Dataraptor, Flexcard)

• CRM Processes Consulting, Business Process Analysis, Salesforce Pre Sales & Auto financing, Insurance Domain knowledge expertise.

• Salesforce CRM Analytics, Data Visualization & Dashboards, Salesforce Reports & Data Exploration, AI-Powered Analytics (Einstein Analytics), Sales Forecasting & Opportunity Scoring

• Data Analysis Tools like - SQL, SOQL and Apex Data Loader, Workbench etc.

• Siebel Configuration, Scripting, Workflows, EAI.

• Business Analysis Tools - MS Visio

• Proficient in Productivity Tools like MS Word, PowerPoint, Excel, Project. CERTIFICATION

• Salesforce Certified AI Associate

• Salesforce Accredited Financial Service Cloud

• Salesforce Certified Administrator

• Salesforce Certified Platform App Builder

• Siebel 8.0 certified with score 98%

• Salesforce DEV401 Certified Force.com Developer

PROFESSIONAL EXPERIENCE

Working as Portfolio Manager in Capgemini America, Jan -2022 to till date. Worked as Project Manager in Infosys Limited, Jan-2012 to Jan 2022 Worked as a Package Solution Consultant in IBM India Private Limited, Jan-2007 to Jan2012 Worked as a Software Engineer in VRS Soft Kolkata, Mar-2006 to Jan 2007 PROFESSIONAL EXPERIENCE

Client: USAA Aug 2024– Till Date

Role: Salesforce Analytics Consultant

Project: Enabling Sales Excellence.

Responsibilities:

• Salesforce CRMA Implementation & Optimization: Led the implementation and configuration of Salesforce CRM Analytics (Einstein Analytics) to support business intelligence initiatives across sales, and marketing.

• Custom Dashboard & Report Creation: Designed and developed custom dashboards and interactive reports to visualize key performance indicators (KPIs), sales pipeline metrics, customer trends, and service performance, providing actionable insights to stakeholders.

• Data Exploration & Discovery: Utilized Salesforce CRM Analytics to explore data patterns, identify trends, and perform predictive analytics that enhanced decision-making capabilities for marketing and sales teams.

• Advanced Analytics & AI Features: Applied AI-powered features within Salesforce CRMA, such as predictive forecasting, opportunity scoring, and sentiment analysis, to improve sales.

• Advanced Reporting: Built advanced reports using Salesforce CRMA tools, including cross-object reporting and customized filters, to provide in-depth business insights.

• Real-time Analytics & Dashboards: Developed real-time dashboards in Salesforce CRM Analytics to track sales activities, customer service metrics, and product performance, helping management make informed decisions.

Client: Prudential Oct 2022– Jul 2024

Role: Application Consultant

Project: Enterprise Service Platform.

Responsibilities:

• Playing an instrumental role as an Application Consultant in the team for delivering out of box and custom solutions on Salesforce Vlocity platform.

• Working closely with business and stake holders to get and understand the business requirements and making sure that the platform supports the requirements.

• Collaborating with teams and guided the developers for implementing high visible functionalities.

• Working on Custom LWC Components to embed with in the Omniscript and Flexcards to support the custom functionalities.

• Customized solutions using Omniscripts, Integration procedures, Flexcards, Dataraptors, Vlocity Flex cards other vlocity components to meet the project needs.

• Enhanced the performance by conducting deep dive technical sessions with the team.

• Debug and resolve production defects.

• Conduct peer code reviews for vlocity components to meet industry standard best practices.

• Gather business requirements and conduct proof of concepts to determine the feasibility.

• Working on deployment process by collaborating with release managers and team.

• Using Copado to deploy all Omnistudio and salesforce components to the higher environments.

Client: Aflac Inc Feb 2022– Sep 2022

Role: Application Consultant

Project: Contact and Account Management.

Responsibilities:

• Designed Sales Application for Insurance agents and brokers.

• Implemented Account Management and relationship management in Salesforce Sales Cloud.

• Executed security settings and role hierarchy in existing org.

• Pioneered strategy for data migration.

• Designed Renewal Opportunities Integration.

• Prepared a conceptual architecture diagram for CAM current state showing dependencies and data flows between different systems.

• Design Environment plan for Salesforce CAM implementation

• Recommended Salesforce Out of box capabilities and suggested client how they can optimize the business process with capabilities Salesforce provide. Client: Toyota Financial Services Plano, TX Dec 2020– Jan 2022 Role: Sr. Salesforce Consultant

Project: Auto finance Customer Servicing Product to support multi-tenant. Responsibilities:

• Redesigned Legacy Salesforce Service Cloud implementation to support multitenant.

• Redesigned Auto-finance Customer Service Solution so that it can support Toyota and any auto finance industry.

• Reevaluated existing security model and design new security model so that data related to one tenant cannot be shared with another tenant.

• Redesigned Legacy Salesforce Service Cloud implementation with key guiding principal of better customer experience.

• Redesigned Legacy Salesforce Service Cloud to reduce number of nightly batch jobs and enhance real time API Call and reduce the data storage to enhance application performance.

• Own the documentation and record keeping of Salesforce Solutions design including process flows, design for Salesforce automation, mockups, SFDC integration with other platforms/applications etc.

• Supported the implementation team during the development phase of the project, answer questions and remove any design roadblocks to enable a successful build. Client: Toyota Financial Services Plano, TX May 2019– Dec 2020 Role: Sr. Salesforce Consultant

Project: Salesforce Payment Gateway Integration to enable agent to take payment from Salesforce service cloud.

Responsibilities:

• Implemented and designed guided payment experience to increase agent efficiency by reducing number of applications required to take payment from customers.

• Provided a robust integration with the Payment Rules engine and payment gateway (KINTO Link), all from the Salesforce Service Cloud as the sole front end application.

• Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of Salesforce.com (SFDC) to design guided experience for agents to take One-time payment or Recurring Payment from Customers.

• Developed integration with Adobe to send payment confirmation letter upon receipt of payment.

• Developed integration with Adobe to receive customer consent while setting up recurring payment plan.

• Supported the implementation team during the development phase of the project, answer questions and removed any design roadblocks to enable a successful build.

• Owned the documentation and record keeping of Salesforce Solutions design including process flows, design for Salesforce automation, mockups, SFDC integration with other platforms/applications etc.

Client: Toyota Financial Services Plano, TX Jan 2018– May 2019 Role: Salesforce BSA/ Salesforce Einstein developer Project: Salesforce Einstein, IVR Migration to Cloud. Responsibilities:

• To develop data flow in salesforce Einstein Analytics to identify the delinquent accounts and create corresponding stories in Einstein discovery to minimize number delinquent accounts and maximize TFS profit.

• To develop data flow in salesforce Einstein Analytics to identify best skip tools to reach delinquent customers for the collection of money so that collection cycle complete faster.

• To develop data flow in salesforce Einstein Analytics to identify delinquent accounts customers and create stories in Einstein discovery to identify the pattern to prevent the accounts to become charged off.

• To develop data flow in salesforce Einstein Analytics to identify the customers which have the probability to reinstate vehicle to avoid repossession.

• Salesforce Screen pop integration, IVR lookup, Case and Activity creation from IVR.

• Build Capability in Salesforce to take One time and Recurring payment by integrating with Payment Gateway.

• Design Payment orchestration process in Salesforce for recurring payment.

• Redesign current Salesforce application to support multiple tenants. Client: Toyota Financial Services Plano, TX Sep 2017– Dec 2017 Role: Salesforce BSA/ Solution Architect/Salesforce Configurator Project: Salesforce Data Archival

Responsibilities:

• To optimize the data storage of Salesforce CRM Org within the Salesforce Cloud and maintain only rolling 6 months of Cases and Activities in Salesforce, without interruption of services to business users.

• To optimize the salesforce data storage so the business can run with current storage contracts.

• Real-time retrieval of the archived data from Salesforce, without any impact to data referential integrity and performance impact to Customers.

• Define approach and strategy for archiving data for Case and Activity object.

• Analyze all types of Cases, activities and corresponding data at backend so that archival can be done without any business impact.

• Define a process for periodic archiving and purging of Cases and Activities from Salesforce. Client: Toyota Financial Services Torrane,CA Jan 2017– Sep 2017 Role: Salesforce BSA/ Salesforce Data Analyst

Project: Legacy RMS System migration to Salesforce Responsibilities:

• Formulated a quick AS IS System Analysis and partnered with the Business to design a future state charged off account’s business in current CRM system.

• Gathered requirement and crated user stories in different sprints for the migration of Legacy RMS systems.

• Participated in the Data Migration Solution Design, guided Data Integration Team and created mapping sheet to migrate RMS system data to Salesforce CRM system.

• Created mapping sheet for real time and batch processing integration to upstream and downstream systems.

• Analyzed the Salesforce CRM data and worked with Integration team for data correction and data transformation.

• Coordinated with external vendors for designing the outbound file structure and attained daily call for issues resolutions.

Client: Toyota Financial Services Torrance, CA Dec 2013 – Jan 2017 Role: CRM Consultant/SME/ Salesforce Techno-Functional Consulting Project: Siebel to Salesforce CRM Replacement and Collections Application Implementation on Force.com

Responsibilities:

• Formulated a quick AS IS System Analysis and partnered with the Business to design a future state CRM Solution.

• Collaborated with the Application Product Owner on Prioritizing CRM objectives and Overhauled existing CRM Business Processes.

• Collaborated with Salesforce expert services in leveraging Salesforce Service Cloud Out of the Box Features like Publisher Actions, Lightning Connect, Knowledge Management, Queues and Case Assignment Rules, Workflows & Automation, & Life Cycle Management etc.

• Worked with the Salesforce Programming team on custom Apex and Visual Force based solutions.

• Established the Servicing Data Model in collaboration with Salesforce.com expert services. Participated in multiple workshops with the Business SMEs to iron out the AS IS processes and worked in collaboration with Salesforce.com expert services team to define future state processes. Educated them on the clients servicing processes, de-coupled all customer Interactions into True Servicing v/s Customer Activities and Systemic events.

• Spear-headed the Data integration track. Evaluated integrations with 15+ Upstream/Downstream systems, effectively partnered with Integration Architects to design reconciled & optimized integration architecture. Performed Data Mapping exercises and produced Data integration logic and rules for all inbound/outbound integrations with CRM.

• Participated in the Data Migration Solution Design and guided Data Integration Team.

• Built and Groomed Functional Stories. Uncovered negative scenarios and hidden requirements and helped the Development and QA Teams to understand the desired requirement.

• Guided the QA Team on overall QA Strategy, and Execution. Assisted them throughout the QA Execution, Defect Triage sessions etc.

• Provided Techno-Functional To be State Transition to all stake holders including Production Support, Trainers, and Vendor Partners etc.

Client: Hyundai Capital America Irvine, CA Mar 2013 – Dec 2013. Role: Siebel Senior Upgrade Consultant

Project: HISNA (Hyundai Information Systems of North America) Description: Upgraded Siebel CRM from version 8.0.0.9 to 8.1.1.9 Responsibilities:

• Prepared the list of activities for the Siebel Upgrade projects.

• Installed Siebel Servers in server boxes and was part of Development environment upgrade.

• Analyzed log parse utility log file after upgrep and upgphys activities.

• Played key role in the QA, UAT testing.

• Lead a team of 6 members while QA and UAT Testing.

• Integration Setup done for new environments.

• Worked on workflow changes.

• De customization done to minimize the memory leaks.

• Customized Scripts, Business Services, Workflows based on the Siebel Standards

• Technical Design documents, Functional Design documents have been prepared for documentation.

• Prepared and executed test scripts.

• Supported QA and UAT testing in HP Quality Center defects.

• Extensively worked on the EAI integration with TIBCO systems as the middle ware

• Worked on the web services for direct calls between CRM and external systems like Website.

• Customized the workflows which involves Siebel Adapter

• Worked on Production and Warranty Support

Client: Johnson Controls Inc, Milwaukee WI Feb 2012 – Feb 2013 Role: Siebel Senior Consultant

Project: JCI Production Support

Responsibilities:

• Pioneered the development team.

• Interacted with the client and providing the estimates.

• Monitored RCR and analyzed crash files from production.

• Provide accurate and detailed weekly task reports.

• Partnered with Release management team to resolve defects in the production.

• Worked on IBM Remedy for the tickets logged in by the users.

• Designed and developed programming systems making specific determinations about system performance.

Client: AT&T, USA Jun 2009 – Jan 2012

Role: Siebel Programmer Analyst

Project: eCRM

Responsibilities:

• Designed and developed Siebel Application in delivering solution to our customer in the Telecom sector.

• Unit Test case preparation and execution to ensure high quality delivery.

• Partnered with Client and IBM US team for Requirement, Design and Interface Agreement reviews.

• Utilize in-depth knowledge of functional and technical experience in Siebel Application Configuration, Siebel e-Script, Workflow and Enterprise Application Integration and other leading- edge products and technology in conjunction with industry and business skills to deliver solutions to customer.

• Applied Following Siebel Enterprise Application Integration (EAI) skills to automate the Sales Process by interfacing with other AT&T legacy systems.

• Integration using Middleware Artix

• Extensible Markup Language (XML), Extensible Style Sheet Language (XSL), Comma Separated Value (CSV) and Flat file integration.

• Scripted Siebel Business Services for Reading XML and Updating DB through Siebel Object Layer

Client: AT&T USA Jan 2007 – Jun 2009

Role: Software Engineer

Project: RUSS (Revenue Usage & Sourcing System)

Responsibilities:

• Design, Coding and Testing of RUSS Website.

• Debug and resolve the production Incidents.

• Redesigned RUSS website to automate the service request process.

• Implemented innovative ideas to avoid manual efforts and increase productivity.

• Coding, code reviews, Unit test case preparation and execution.

• Supported month end process and reports creations.

• Scope management, planning, tracking, change control aspects of the project. Language: ASP.NET, Teradata, COBOL, JCL

Client: Super Agro, India. Mar 2006 – Jan 2007

Role: Software Developer

Project: ERP

Responsibilities:

• Worked with Business Analyst in translating business requirements into Functional Requirements.

• Lead requirement analysis session with team.

• Designed the solution.

• Coordinate and communicate tasks with developers.

• Communicate activities/progress to project managers, business analysts and clients.

• Developed test and implementations plan.

• Document software acceptance criteria,

• Coordinate work with clients to oversee the acceptance and dissemination process. Language: VB.NET, Oracle 8i

EDUCATION

• Bachelor’s Degree in Electronics and Communication (B.E) from Visvesvaraya Technological University Belgaum, India in June 2005

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