Scrum Master Call Center

ANITA MARY PAMILA

**********@*****.*** Mobile:+1-720-***-****

https://www.linkedin.com/in/anita-mary-pamila-antony-raj-12120748/

Summary

Certified Scrum Master professional, underwent training as a Scrum Master and total of 5+ years of experience working in Siebel application support and development projects.

Also involved in Effort Estimation, Document preparation and POC's for the project activities.

Experience working in Jira, tracking the user stories

Hand-on experience working in Google Platform and interviewing skilled professionals

Knowledge of working with Siebel 8.X series and experience in Siebel Call Center, UCM and Loyalty Applications

Expertise in working with business services, eScript, configuration and workflows

Excellent academic background

Creative and multitasking ability

Excellent communication and managerial skills

Employment History

Name of the Company

Skill Yantra

Turing Enterprises Inc

Tata Consultancy Services

Sutherland Global Services

From

Mar 2023

Nov 2021

Mar 2009

Jul 2008

To

Mar 2025

Nov 2021

Nov 2014

Mar 2009

Designation

Scrum Master

Pre-Sales Matcher

Systems Engineer

Consultant

Education

Title of the Degree with Branch

College/University

Year of Passing

Bachelor of Engineering in Saranathan College of Engineering,

Computer Sciences and Trichy, India 2008 79%

Engineering

High School 12th St. Joseph’s Anglo-Indian Girls Higher 2004 95%

School, Trichy, India

High School 10th St. Joseph’s Anglo-Indian Girls Higher 2002 91.5%

School, Trichy, India

Certifications

•Scrum Alliance certified ScrumMaster, valid for two years

•TCS certified professional in Siebel Configuration and Siebel Integration

•TCS certified professional in Siebel UCM

Technical Skills

Database Oracle, SQL and DB2

CRM Siebel version 7.x and 8.x, Java Trained

Project Support Tools Jira, SOAP UI

Company Name: Skill Yantra

Role Scrum Master

Skills Communication and Leadership

Period Mar 2023 – Mar 2025

Skill Yantra provides premier quality of Agile and Scrum training. Acquired training and worked on projects as a Scrum Master following the Scrum Values.

Responsibilities

•Protect development team from outside distractions, impediments, or team conflicts and facilitate sprint planning, daily scrums, sprint review and sprint retrospectives

•Work closely with product owner in backlog management and continuous delivery of features

•Mentored and coached direct reports and others in the team, working closely with the competency leads, to develop them into top performing individuals who would excel at what they did

•Closely working with developers, QA to ensure on time delivery

•Tracking the user stories in Jira

Company Name: Turing Enterprises Inc

Client Turing, California

Role Pre-Sales Matcher

Skills Google Platform, Microsoft Excel

Period Nov 2021 - Nov 2021

Responsibilities

•Review candidate resume and provide feedback.

•Being remote position and I will have to collaborate with Turing’s team in Palo Alto, California and in other locations and attend calls.

Learning:

•It was phenomenal, got the opportunity to speak before 300employees and work with top software developers across Turing locations.

•Interacted with different people Croatians, Tamilians, North-Indians, African- Americans and learnt about their culture.

•Interviewed many applicants and provided feedback.

•People from different country will be present in the zoom call and my daily call was

to interact with people in Croatia.

Company Name: Tata Consultancy Services

Project Summary

Client

Project

Highlights

Qantas Airlines

Siebel Loyalty POC

Used workflow policy to invoke the workflow, inorder to process the transaction of the members automatically once it is created in Siebel.

Bank of America

Siebel Open UI POC

Acquired good knowledge about implementing features such as Google Map and Image popup.

The Home Depot

Siebel UCM Upgrade

Deployed the UCM data mapper solution in Dev and did unit testing in QA, QP and successfully deployed in production taking altogether 18 hours.

Nokia Corporation

Siebel Call Center Development and Support

Played a lead role for support activities, planned and prioritized day to day deliverables, issues/defects.

Agilent Technologies

Siebel eService Development

Implemented various concepts like Configuring Drilldown, Picklist, MVG and Pick Applet.

Project Details

Project #1

Client Qantas Airlines, Australia

Project Siebel Loyalty POC

Role Developer

Skills Siebel Scripting and Workflow Policy

Period Jun 2013- Nov 2014

Project Objective

Siebel Loyalty application was used by Qantas Airlines to create and manage airline frequent flyer programs. It included promotions, which give members extra rewards for specific behavior.

Responsibilities

•Created a New Screen for setting up the File Type for Airline Partners

•Created a New View for setting up the File Attributes for each file type

•Wrote eScript to generate a control file in a particular directory based on the file type provided by the user.

•Used workflow policy to invoke the workflow, inorder to process the transaction of the members automatically once it is created in Siebel.

Project #2

Client Bank of America, USA

Project Siebel Open UI POC

Role Developer

Skills Siebel Open UI

Period Apr 2013 - May 2013

Project Objective

Business wanted to support the PRM - Partner Portal application in multiple browsers using Open UI there by increasing the usability without any limitation on user experience. User wanted to run the application without high foot print (Activex).

Responsibilities

Acquired good knowledge about

•Implementing Siebel view layout appearance based on wireframes shared

•Highlighting border of selected applets

•Implementing List Applet customization(value based row formatting in grids)

•Implementing Carousel Applets

•Implementing Dragging & Resizable Applets

•Implementing Dynamic Toggling of Fields

•Implementing Spell Checker on Fields

•Implementing features such as Google Map and Image popups

Project #3

Client The Home Depot, Atlanta

Project Siebel UCM Upgrade

Role Developer

Skills Siebel Scripting,Workflows,EAI,DB2 sql

Period Oct 2011 - Mar 2013

Project Objective

Siebel UCM Application was upgraded from 7.8.1 to 8.1.1.4 version.

It was used as a back-end application and is the master database maintaining all the Customers and ProCustomers in Home Depot. Front End Applications send Contacts/Accounts to UCM through online and batch. Siebel in turn perform Data De-Duplication, Data Cleansing and make sure that the data is synchronized across all the end-user applications which has subscribed for receiving updates.

Responsibilities

•Worked effectively to translate functional requirements into technical design specifications

•Aided and supported the project in identifying the feasibility of the requirements

•Compared objects with 7.8.1 version and made the changes accordingly

•Walkthrough of every business services was done and made sure that it was supported in the upgraded version

•Modified configurations for each step in a Workflow within Siebel Tools

•Fixed all the errors in the Scripts

•Unit testing was done using SOAP UI Tool

•Responsible in anchoring daily status call with the Onsite team and cascade the client requirements to offshore and provide proper updates on-time.

•After development, handled support issues and provided resolutions

•Gained knowledge about MDM Functionalities and UCM concepts

Achievements

• Received appreciation from Vice President of Home Depot for the effort in resolving the crisis situation during the Go-Live. Deployed the UCM data mapper solution in Dev and did unit testing in QA, QP and successfully deployed in production taking altogether 18 hours.

Project #4

Client Nokia Corporation, Finland

Project Siebel Call Center Development and Support

Role Developer and Module Lead

Skills Siebel Configuration, Scripting, Workflows, EAI and Oracle SQL

Period Apr 2010 - Sep 2011

Project Objective

Siebel Call Center Application is being used by the Call Center Agents worldwide to support Nokia Products. We provide support and also perform enhancement to the Application so as to ease the work of the Agent.

Responsibilities

•Configuration and Customization of different Siebel Objects viz, Business Components (BC), Business Objects (BO), Applets, Views and Data Administration

•Configuration for Siebel data Model Customization

•Implementation of Workflow and TaskFlow

•Configuration of SmartScript

•Compiling unit test case scenarios and execution

•Analyzing and Resolving defects encountered during testing

•Played a lead role for support activities, planned and prioritized day to day deliverables, issues/defects

•Work allocation to team members based on their core competency. Emphasize the criticality of the deliverables/tasks and provide solutions to complex issues

•Provided demo of high-level approach, design and estimates for migrating data using EIM into Siebel database

•Attend daily SCRUM call and provide updates about the progress of the work.

Achievements

•Received appreciation from the client [Nokia Product Manager] for the modification of email acknowledgement template with the SR# in the email subject - Due to business urgency, the change was completed in a shorter duration with proper impact analysis and deployed in the production

•Awarded TCS GEMS - Appreciation Note by the Project Manager

Project #5

Client Agilent Technologies

Project Siebel eService Development

Role Developer

Skills Siebel Configuration and Oracle SQL

Period Sep 2009 - Mar 2010

Responsibilities

Acquired good knowledge about Siebel Objects like Applet, Business Component and Table.

Implemented various concepts like Configuring Drilldown, Picklist, MVG and Pick Applet

Company Name: Sutherland Global Services

Client Bell Canada, 310

Role Consultant

Skill Excellent Communication

Period Jul 2008 - Mar 2009

Responsibilities

•Attend Normal and Escalation Calls.

•Received ‘Star of the Month’ appreciation for achieving monthly sales target.

Visa Details:

Start Date: 09-12-2024

Expiry Date: 03-30-2028

Career Break: 2014 to 2023

Contact this candidate