Senior CRM Manager

SUMMARY

• Over ** years of IT experience. Currently working as Senior CRM technical head and worked as Manager in big 5, earlier.

• Worked as Technical Lead, development lead, Siebel Architect, Solution Architect, Integration Lead, Configuration lead. Developed and implemented multiple Siebel projects using onsite-offshore model.

• Expert in Project Management, Staff management, evaluation of performance, budget management, RFP Preparation, SOW finalization.

• Expert and hands on in Siebel application development, Requirement gathering, Gap analysis, analysis & Design, Functional specification & technical specification preparation, management and maintenance, Call Center, Sales force Automation, Siebel upgrade. Mastered in UI configuration, eScript, Outlook Integration, Siebel EAI Web services integration in .NET framework, MQ Integration, CTI Integration.

• Expert in Project planning, estimation, scoping, prioritization, budgeting. Expert in Primavera, MSProject, Microsoft PowerPoint, Visio.

• Expert in implementing overall CRM with Call Center and Sales Force Automation module

• Expert in implementing Siebel eInsurance, Siebel ePharma , Siebel Life Science, Siebel eFinance, Siebel Sales & Marketing, Siebel eOil & Gas, Siebel eMedia, Siebel Analytics.

• Implementation experience of Siebel application in multiple countries.

• Strong communication skills and Goal oriented Manager

EDUCATION & Accreditation:

• BS in Computer Science

• Awarded Client Team Recognition Award as a best consultant from Merrill Lynch

• Awarded Role Model in one of Big 5 consulting company.

TECHNICAL SKILLS:

Languages: VB, Java Script, eScript, HTML, DHTML,

RDB MS: Oracle, DB2, UDB.

Database Connectivity: Oracle, MS SQL, MS Access, DB2 and LDAP

Operating System: UNIX, Windows NT, and Windows 95.

Siebel: Siebel 8.1.1, Siebel 7.8.2, Siebel 7.x, Siebel6.x, Siebel Tools, Siebel Analytic, Server Administration, Integration, e-Sales and Marketing, eFinance, eoil, Gas and chemical, Siebel pharma , Siebel Insurance. Assignment Manager, workflow manager, Siebel business Services, BI Architecture, Actuate, Product Configurator and pricing, CTI, EAI, Siebel EMAIL Response, ETL, Order Management..

Managerial Skills/Tools: MS Project, Microsoft Power Point, RFP Preparation, SOW Finaization, Customer Interaction, Help Desk Support, Functional Specification preparation, Design Specification Preparation, Gap Analysis, Data Model, ERWin, setting up SOP for architecture, design and development.

Programming: Siebel VB, VB, SQL, Cobol, DB2, SQL, PL/SQL, LDAP

Employer: Guardian Life Insurance

Project 1

Client Guardian Life Insurance of America

Role Senior Project Manager (Mgr - III)

Duration April 2007 to till date

CRM head managing development and production support for Sales force automation, Marketing and call center Siebel Application. Deloitte is the vendor with onsite and offshore development model who supports the development and production support. There are 3 US call center in i)Bethlehem, PA, ii)Appleton, WI, iii)Spokane, WA and India call center who use Siebel call center module. There are 3 Small Group Sales (SGS) offices and Regional Sales team who use Siebel Sales Force Automation (SFA) module. Regional Sales people uses the Siebel application on Blackberry with 100% availability and defined Service Level agreement (SLA) agreed between business and IT.

• Responsible for setting up the Strategic direction for Customer Relationship Management(CRM) platform, call center technology.

• Managing Budget, Resources, Project planning, Status reporting to Senior Management.

• Managing Siebel project for Group Service used by 3 different US customer representative Units in PA, WI ,WA and Indian cal center

• Implemented Siebel on Blackberry for the Sales people who are on the road with real time access to increase Company’s sales.

• Responsible for coordinating the JAD session with business, Requirements gathering, preparation of System requirement document (SRD) and Functional design document (FDD), development and implementation..

• Responsible for preparation of Unit Test Plan, Integration test plan, User Accepting test plan and coordinating UAT with business.

• Estimation, prioritization, scoping and project planning of the CRM project with business leaders.

• Managed production support and development vendor Deloitte (12 resources) and Guardian’s own team of 7 Siebel resources.

• Enhanced RFP and finalized SOW with Deloitte with defined SLA.

• Interacting with Business Leads for setting up the business and technical priority, mitigating any risks.

• Enhancing existing Siebel application for call center Reps to serve the customer better and efficiently.

• Finalized CRM Roadmap considering ROI.

• Successfully minimized the budget with different initiatives.

• Successfully Set up development standard, SOP, production SLA.

• Led the onsite and offshore team of vendor and successfully implemented the full life cycle (Requirements gathering, Analysis, design, development, testing and move to production) of CRM application which integrates with multiple Legacy systems (Billing, Benefits & Coverage systems, member information, Group information) via real time (EAI) and batch (EIM) .

Environment: Siebel8.1.1 eFinance, eInsurance, call center, Siebel Upgrade, CTI, MQ, Web Services (SOA), DB2, UNIX, Actuate, ETL, EIM, Assignment Manager, workflows, Actuate, BI Publisher, Siebel on Blackberry

Employer: Novartis ----- Siebel Expert

Project 2

Client Novartis-NJ

Role Siebel Expert (Senior Consultant)

Duration Jan 2006 to April 2007

• Gathered the requirement, performed gap analysis and prepared design document...

• Interacted with IT and business for solving the production issues.

• Developed and implemented of enhancements for Call management, Service Request, Event Management.

• Developed the enhancement of Speaker assessment, Key Opinion Leader, Sample management. etc for Sales Force.

• Implemented enhancements of Siebel Life Science to Handheld users for all Field Reps.

• Installed and Solved the performance issue on Handheld and Siebel.

• Remote client installation and Administration for the Sales Force.

Environment: Siebel7.5.3 Life Science, ePharma, Oracle, Workflow, business Service, eScript, Assignment Manager, Siebel Tools, Siebel Handheld

Employer: Cap Gemini ----- MANAGER (Siebel Practice) From Aug 2000 to Jan 2006

Project 3

Client IEEE - NJ

Role Solution/Technical Lead and Architect

Duration June 2005 to Jan 2006

Designed, developed and managed Sales/Service and eCustomer applications for IEEE. The system involved 2 major CRM applications (e.g. . eMedia for internal employee application & eCustomer for external customer facing web portal application) with global deployment in Siebel 7.8. Involved in multiple tracks of engagement and followed the distributed delivery methodology. Worked as development lead to coordinate with business users for requirements, prioritization and estimation. Worked as onsite leader and coordinator facilitating offshore team for development effort.

• Responsible for Proposal Creation, SOW Preparation, Estimation, prioritization, scoping of the project.

• Coordinated JAD sessions with business, finalized requirement to transform it to Siebel UI..

• Gathered and designed the interface requirements, prepared Siebel data Model.

• Led the team to use EBC (new feature in Siebel7.8) for real time interface minimizing cost and time.

• Set up Offshore development process. Prepared the architectural and development guidelines.

• Guided the Contact Center and, sales force automation module development

Environment: Siebel7.8 eMedia, eCustomer, Siebel eService, eSales, eMarketing, Siebel Campaign Management , Order Management, Opportunity Management, Siebel Analytics, Web Methods, External Business Component(eBC) , Workflow, business Service, eScript, Assignment Manager, Siebel Tools , Email Response, LDAP, Netegrity Site minder, Data Conversion and Load, Actuate report.

Project 4

Client Overture – Owned by Yahoo – LA

Role Solution Manager/Architect

Duration Nov 2004 to June 2005

Managed the development of call center application for Overture. The system involved 2 CRM applications (viz. call center and PRM for internal employee application & PRM for external partner facing application) with global deployment of Siebel 7.8.

• Responsible for estimation, prioritization, scoping of the project.

• Responsible for Monitoring the project and status reporting to the steering committee .

• Coordinating JAD sessions.

• Worked as Go-To Person for this Call Center implementation.

• Gathered the Requirements, analyzed and transformed it to Siebel UI.

• Gathered the interface requirements and transferring it web services..

• Responsible for Installation & Configuration of Siebel Client/Server Applications.

• Responsible for interfacing Siebel with other legacy system via web services (SOA), External Business Component (new feature in Siebel7.8.2).

• CRP (Conference room pilot) presentation to the business community for the acceptability of the solutions.

• Interactedg with Client for solving the issues and risk mitigations.

• Responsible for Performance Tuning, Data Migration, Siebel Data Model finalization.

Environment: Siebel eMedia 7.8.2, PRM, External Business Component(eBC), Web Services (SOA), Workflow, business Service, eScript, Assignment Manager, Siebel Tools , Email Response, Order Management, LDAP, Netegrity Site minder, CTI for call center ERWin., Data Conversion via EIM/EAI

Project 5

Client Yamanouchi -

Role Project Lead/Application Architect

Duration Dec 2003 to Nov 2004

Led the team to design and develop the Sales Force Automation module for Yamanouchi. The system involved professional management, call plan, tracking and call management, sample management module.

• Responsible for estimation, prioritization, scoping of the project for the Sales Force.

• Led the team in design and development for Call Plan and Sample management.

• Gathered requirement , analyzed and designed business process.

• Gathered the business requirements and transformed it to Siebel GUI.

• Responsible for Installation & Configuration of Siebel Client/Server Applications

• Led the team for Performance tuning, application validation, monitoring Siebel Servers and Server components, Creation of Database, Database Extracts, Data Migration via EIM.

• Led the team preparing Unit Test Plan and User testing, UAT.

• Prepared the development guidelines for the developers.

• Performance Tuning of the Application.

Environment: Siebel Life Science, Siebel ePharma 7.5.3. , Workflow, business Service, eScript, Assignment Manager, Siebel Tools .

Project 6

Client BP Amoco

Role Development Lead

Duration May 2003 to Dec 2003

Managed the development of Sales force automation and call center Siebel Application. Set up the connectivity, and standardized offshore development SOP for Cap Gemini Ernst & Young. This was one of the earlier offshore development projects for Cap Gemini Ernst & Young which had lot of challenges.

• Led the team for estimation, prioritization, scoping of the project.

• Coordinated JAD sessions.

• As a leader with offshore delivery model streamlined development process and communication process.

• Set up the architecture, requirements gathering, design and development specification template.

• Led the team to design and develop the Sales force automation and Call Center (Service Request/ Case management) application

• Responsible for gathering the business requirements and transforming it to Siebel GUI.

• Set up the Clear quest as bug tracking system.

• Led the team for Installation & Configuration of Siebel Client/Server Applications.

• Led the team for Performance tuning, monitoring Siebel Servers and Server components, Creation of Database, Database Extracts.

• Coordinated the team in installing development , testing, staging and production environment

• Led the team for Preparation of Unit Test Plan and User testing.

• Prepared the development guidelines for the developers

Environment: Siebel eSales, Siebel eOil, Gas and Chemicals 7.5.3. , Vitria, Workflow, business Service, Siebel Tools, eScript, Assignment Manager, Siebel Outbound email.

Project 7

Client Merrill Lynch US Private Client

Role Configuration Lead

Duration Jan 2002 till Apr 2003

This project is a wealth management Application in Siebel which has interfaces among lot of application in Thomson desktop. Siebel set the context, interfaces with different other legacy system.

• Led the team to successfully deliver 2 new integration concepts done for the very first time in the firm: 1) Architectural "Proof of concept" (POC), which involved integrating Siebel with .NET web services using a middleware solution based on the Microsoft BizTalk technology and 2) Siebel integration with a workstation/container developed Thomson Financials (Market Data provider).

• Responsible for Integration (EAI) of Siebel in Merrill Lynch US Private Client.

• Responsible for understanding users’ requirements and give the proper solution in Siebel UI(configuration), design, develop, customize and implement business components, applets, views, and screens for Employee facing application based on the business rules and requirement.

• Responsible for design and development of Siebel prototype for architectural proof of concept.

• Worked as a solution provider throughout the Merrill Lynch Project guiding others and providing solutions. Demonstrated as a lead of technical team and was responsible to be instrumental in the successful delivery of this rather critical FSI project for 28000 Siebel Users

• Acknowledged “go-to” person for Siebel, Thomson desktop, .NET Architecture, And Single Sign On.

• Responsibility includes preparation of use case after gathering user’s requirements and Siebel Design Specifications.

• Led the team to upgrade the application from Siebel7.0.4 to Siebel 7.5.3

Environment: Siebel eFinance7.0.4, Siebel eFinance7.5, Siebel Tools, LDAP, MS SQL, Windows NT, Web Services, First Logic

Project 8

Client Merrill Lynch, International Private Client

Role Solution Architect/Business leads

Duration Aug 2000 to Dec 2001

This is an implementation for Account Opening and Service request module. This project consists of global deployment of Siebel Financial Services 2000 for its International Private Client Group (IPCG) to make it client centric. This project consisted of Service management, Account Opening, Global Relationship Management (GRM) and Contact Center Modules part of its implementation for branch office in United Kingdom and Singapore. The assignment included production support and help desk for various issues like Tools Configuration, Integration with MQSI, Assignment manager, EAI.

• Responsible for developing Service Request and Account Opening module . Responsible for configuration and integration which is implemented in Singapore and UK branch.

• Awarded best consultant award because of dedication, hard work and knowledge.

• Setup assignment manager to handle dynamic assignment of Service requests

• Fine Tuning the Assignment Rules and Work Flows as a result of the frequent position changes in the hierarchy.

• This system was integrated with 14 different other legacy systems.

• Upgraded from Siebel6 to Siebel7.0.4. Changed the UI according to Siebel 7 including eScript code changes.

• Responsible for application Administration (LOV’s, Employees, Positions, Views, Responsibilities and others)

• Worked on Account Summary module, which was done through Virtual Business Components and Custom Business Services in Siebel 7.0.

• Performed Siebel server administration and performance tuning of the application

Environment: Siebel Financial Services 6.3, Siebel Financial Services 7.0.4.20, Siebel Tools, LDAP , DB2 UDB, Windows NT, UNIX, MQSeries, Workflow, business Service, eScript, Assignment Manager, Siebel Tools, Trillium.

Employer : Optiomos, VA

Client Optimos Inc

Role Sr.Business Analyst and Developer

Duration Aug 1999 to August 2000

This is an implementation for In house Siebel Call center module. Responsibility includes:

• Requirements gathering, Analysis

• Converting Users’ requirements to Siebel UI

• Installation and Maintenance of Siebel software (including Gateway, Siebel, Database and Web Servers).

• Creating business rules by eScript

• Setup assignment manager to handle dynamic assignment of Service requests

• Loading data into Siebel

• Fine Tuning the Assignment Rules and Work Flows as a result of the frequent position changes in the hierarchy

Environment: Siebel SFA 6.3, Siebel Tools, SQL, Windows NT

Employer: UEC-SAIL Information technology

Client US Steel

Role Project Leader

Duration Aug 1996 to August 1999

The project is for Production planning and control system of US Steel Plant. It is a joint venture of US Steel giant, US Steel and Indian steel giant, Steel Authority of India. Completed different projects during this time.

Clients includes 1..Mishwaka steel plan, IN, USA, 2.Durgapur Steel Plant, West Bengal, India, 3.Jindal Vijay Nagar Steel Plant, Karnataka, India. As a project leader used to come to USA with team for requirements gathering, FSB sign off and SES sign off. Development used to be in Delhi, India. During deployment used to come again to USA with my team.

Employer: Steel Authority of India Limited

Client SAIL

Role Deputy Manager

Duration May 1990 to August 1996

Joined as a junior manager in the EDP department of a steel plant after graduating from College. Was promoted to Asst Manager and then Deputy Manager while leading the development of financial application like Invoicing, JV, Cash vouchers, Cash book. Different ledgers, yearly consolidation of financial account etc.

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