Keywords
Skills
- Project Management
- Business/ System Analysis
- Scrum Master
- SAP Solution Architecture
- Operations Management (ITOM)
- Service & Integration Management (SIAM)
- ITIL/ ITSM
- Product Manager
- Vendor Management
- Risk Management
Project history
Employer : Commonwealth Bank Australia Feb 2015 – Till Date
Client: Commonwealth Bank Industry: Financial Services
The Commonwealth Bank of Australia is an Australian multinational bank with businesses across New Zealand, Fiji, Asia, USA and the United Kingdom. The Commonwealth Bank is the largest Australian listed company on the Australian Securities Exchange as of December 2014
Designation: SAP Operations Specialist
Role: CEM Operations Lead
Role: Architecture & Design Governance, 9 Months
Employer : EOH, South Africa Aug 14 – Jan 2015
Client: City of Cape Town Industry: Social Services
Cape Town is the second-most populous city in South Africa, and the provincial capital and primate city of the Western Cape. As the seat of the National Parliament, it is also the legislative capital of the country.
Designation: BCM Consultant
Role: Architect – Multichannel Citizen Services, 6 Months
Employer : HCL AXON, South Africa Oct 13 – Aug 2014
Client: Standard Bank Industry: Banking
Standard Bank has a 150 year history in South Africa and currently operates in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets. Standard Bank organizes ourselves as three business units i.e Personal & Business Banking, Corporate & Investment Banking, and Wealth – Liberty.
Designation: CRM Consultant
Role: Business Process Modelling Lead, 11 Months
Employer : TSPL, India July 13 – Oct 2013
Project: CRM - Predictive Service Marketing Jul 2013 – Oct 2013
Client: Ford Industry: Automobile
Ford Motor Company is an American multinational automaker headquartered in Dearborn, Michigan, a suburb of Detroit. It was founded by Henry Ford and incorporated on June 16, 1903.
Designation: CRM Architect & Integration Lead
Role: CRM Process Designer, 3 Months
Project: CRM/SCM & BI Enablement Program Feb 2013 – June 2013
Client: Aurizon Industry: Rail freight haulage operator
Aurizon is the largest rail freight haulage operator in Australia by tonnes hauled, operating in key freight sectors and supply chains across the country.
Designation: Deployment and Test Lead – CRM Mobility
Role: CRM Mobile Service Domain Designer, 5 Months
Client: PT.Pertamina (Persero) Industry: Oil and Gas
Pertamina 'State Oil and Natural Gas Mining Company') is an Indonesian government-owned corporation which extracts and refines the country's oil and gas reserves. Pertamina is the world's largest producer and exporter of Liquefied Natural Gas (LNG).
Designation: CRM Mobility - ISU Consultant
Role: System Design Lead, 8 Months
Client: Mitsubishi Motors Australia Industry: Automobile
Mitsubishi Motors Australia is part of the global Mitsubishi Motors organisation and is fully owned by Mitsubishi, one of the world's largest Automobile companies. It has wide dealer network which includes over 200 sites across Australia.
Designation: Stream Lead (CRM)
Role: Multichannel IC - Marketing (Loyalty) for Services, 12 Months
Project: GERP Implementation, Canada Nov 09 – June 11
Client: Anheuser-Busch InBev Industry: Food & Beverages
Anheuser-Busch InBev is the leading global brewer. ABInBev has operations across 6 geographic Zones and our beers are enjoyed by consumers around the world. For 2009 ABInBev generated revenues of 36.8 billion USD. With four of the top ten selling beers in the world, ABInBev holds the No.1 or No.2 position in 19 key markets.
Designation: Solution Design Consultant
Role: Multi-channel IC with Loyalty Management, 8 Months
Employer: Excel Technology Solutions, India Apr 06 – Oct 09
Project: CRM Process Re-Engineering, GEOX Aug 08 – Oct 2009
Client: Geox, Italy Industry: Footwear & Apparel
Since 1997 GEOX has been designing and manufacturing blissfully comfortable footwear & apparels to cover all ages and genders. GEOX has close to 1800 stockiest worldwide & around 7500 retail stores.
Designation: System Process Designer, 15 Months
Role: Brand Management (TPM) Lead, 8 Months
• Actively involved in the preparation, conceptualization, realization and Go Live of CRM Sales Solution.
• Workshops with SME’s to understand and review the business processes and corresponding mapping into IT architecture for preparing Sales Process/ Functional Design Document.
• Analysis and Documentation of CRM processes involving Information/ Process Flows, Functional requirements and Defining customer-specific development needs & Integration touch-points.
• Scoping, Design, Initial Sizing, Impact Analysis and Work Effort estimation through WRICEF components for end to end Interaction Center - Sales Scenario.
• Configuration, Deployment and Integration Testing of Account and Contact Management, Lead Management, Pipeline Performance Management, Territory Management with Appointment & Visit Planning, Integrated Order and Quotation Management, CRM Interactive reporting with CRM Analytics deployment.
Project: CRM Instance Consolidation, CNE Mar 07 – July 08
Client: Cable Network Egypt, Middle-east Industry: Services
Cable network Egypt (CNE) is a shareholder company incorporated in 1991 as the first Pay-TV project in the Arab world by the Egyptian radio and television union (ERTU).
CNE, with its sister companies, Media City, NileSat located in Free Media Zone at 6th Oct city, can help you with production, encryption, transmission and distribution of your services.
Designation: Implementation Consultant, 17 Months
Role: Customer Service (Utilities) Consultant, 12 Months
Project: CRM Production Support Apr 06 – Feb 07
Client: SAMSUNG, India Industry: Electronics
Samsung is a global leader in electronics goods industry. It manufactures a large range of equipment’s for various segments like Home Appliances, HHM (Hand Held Mobile), PC Peripherals. Samsung is using CRM solution from more than 15 Years.
Designation: OTC (Logistics & CRM) Consultant, 11 Months
Role: CRM Support for Master Data Management, CRM/ ERP Organization Model integration, Territory Management.
Client: Commonwealth Bank Industry: Financial Services
The Commonwealth Bank of Australia is an Australian multinational bank with businesses across New Zealand, Fiji, Asia, USA and the United Kingdom. The Commonwealth Bank is the largest Australian listed company on the Australian Securities Exchange as of December 2014
Designation: SAP Operations Specialist
Role: CEM Operations Lead
- Manages the outcomes of the operational delivery for CRM Business User Experience within the
- Establishes primary conduit for operational delivery governance of CRM in Problem and Data Management space and CRM Operations team interface to internal business users.
- Accountable for Operational delivery, Analysis of CRM and the associated products, CRM related Problem management, Service improvement, and Business user experience improvement and prioritization analysis of business priority for Incidents and Problems managed by the CRM Operations team which are related to CRM.
- Assessed, Planned, Build, Launched, Organized, Established and Streamlined, first of its kind DevOps support model in the financial services industry for newly introduced Opportunity Management system.
- Engaged Solution Architects and business process specialists in Wealth Management application
- Identify requirements for new infrastructure, opportunities for consolidation of efforts and allow
- Assess and analyze Wealth Management business requirements, current state environment and
- Collaborate with Data Architecture, Security Architecture, Infrastructure SME’s and project teams
Role: Architecture & Design Governance, 9 Months
- Review detailed designs in order to ensure compliance with defined guidelines in concordance with
- Present project solution to different stakeholders and certification boards, including the
- Manage the application portfolio in terms of technology currency, business agility, technology
- Support the platform convergence plan and integrated Digital strategy roadmap, providing input
Employer : EOH, South Africa Aug 14 – Jan 2015
Client: City of Cape Town Industry: Social Services
Cape Town is the second-most populous city in South Africa, and the provincial capital and primate city of the Western Cape. As the seat of the National Parliament, it is also the legislative capital of the country.
Designation: BCM Consultant
Role: Architect – Multichannel Citizen Services, 6 Months
- Submitted a Convergence Design for the Transformation of City of Cape Town Business Process
- Delivered a POC for Citizen Connect App (build on HTML5/ CRMUI5), using HTTPS (HTML/ OData
- Delivered Architectural Design of highly integrated CRM system with City's GIS, Traffic, Fire,
- Solution design of CRM – BCM integrated IC based on Shared Service Framework (SSF) for EIC,
Employer : HCL AXON, South Africa Oct 13 – Aug 2014
Client: Standard Bank Industry: Banking
Standard Bank has a 150 year history in South Africa and currently operates in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets. Standard Bank organizes ourselves as three business units i.e Personal & Business Banking, Corporate & Investment Banking, and Wealth – Liberty.
Designation: CRM Consultant
Role: Business Process Modelling Lead, 11 Months
- Assessment of business requirements to produce CRM solution design leveraging CRM standard
- Define end to end technical solutions that take into account the enterprise architecture strategies,
- Configuration and Deployment of Branch Agreement Origination, Loans Management, Data
- Guide and collaborate with the application developer & designers on the configuration and
- Presented a Position paper/ White paper to build the product capability in Banking environment by
- Document end-to-end business process modelling with ARIS to support the new or changed
- Perform logical data modelling to meet proposed business and system requirements and develop
- Design, Configure, Test and Deploy the AO-BS integration using CRM PI as middleware.
- Assess, Design and Deploy end to end solution of Loyalty Management integrated with BaS.
- Designed and Implemented NBA and NBO functionality of RTOM solution involving alternate offers,
Employer : TSPL, India July 13 – Oct 2013
Project: CRM - Predictive Service Marketing Jul 2013 – Oct 2013
Client: Ford Industry: Automobile
Ford Motor Company is an American multinational automaker headquartered in Dearborn, Michigan, a suburb of Detroit. It was founded by Henry Ford and incorporated on June 16, 1903.
Designation: CRM Architect & Integration Lead
Role: CRM Process Designer, 3 Months
- Lead workshops to understand the current business process and the changes business is
- Created complex conceptual designs (including application interfaces and interactions) through
- Lead CRM DBM (8.0) & ICM (Incentive Commission Management) design and architecture
- Planning and managing program-wide application build, test, and deploy activities with focus on
- Deployment Lead for Syclo Mobile solution for Service Manager and Work Manager.
Project: CRM/SCM & BI Enablement Program Feb 2013 – June 2013
Client: Aurizon Industry: Rail freight haulage operator
Aurizon is the largest rail freight haulage operator in Australia by tonnes hauled, operating in key freight sectors and supply chains across the country.
Designation: Deployment and Test Lead – CRM Mobility
Role: CRM Mobile Service Domain Designer, 5 Months
- Defined the System Landscape and Minimum System Requirements to run the Syclo Mobile
- Drafted the scope of Workshop to gather business requirements for mobilizing Field Service
- Design the CRM Service Manager Mobile Application Process, defining the steps involved
- Lead consultant to deliver Service Manager and Work Manager Configuration and Testing of Mobile
- Involved in Designing the configuration documentation and user training material.
- Key resource for CRM system Integration and Security testing.
Client: PT.Pertamina (Persero) Industry: Oil and Gas
Pertamina 'State Oil and Natural Gas Mining Company') is an Indonesian government-owned corporation which extracts and refines the country's oil and gas reserves. Pertamina is the world's largest producer and exporter of Liquefied Natural Gas (LNG).
Designation: CRM Mobility - ISU Consultant
Role: System Design Lead, 8 Months
- Conducted Business Blueprinting and Design workshops for implementing a complete end to end solution for CRM Mobility with ISU.
- Lead Architect for Solution designing and deployment of Sybase (SMP) CRM CRM Mobile Application solution which involves complete end to end Configuration and Testing for SUP, DOE Connector and Relay Server with CRM Sales Mobile and Gateway to CRM NW Mobile.
- Role involves, data integration between ECC, CRM and DOE servers using Middleware.
- Enabled CRM on iOS, Windows and BlackBerry based devices and demonstrate the functionality to users.
- Lead the System Design, Configuration and Testing of IS-U solution including Contract Account, Device Management data model and data flow like Meter reading, Disconnection/ Re-connection, Move-In/ Move-out and Contract & Device data integration to CRM system.
- Worked on configuration, deployment and delivery for CS objects such as Service Orders, Operations & Notification and related master data.
- Deployment and Testing of replication of Contracts and Technical Master Data.
- Design and Configuration of Billing Cycle which includes elements like Billing and Invoicing
- Designed PI interface between 3rd party systems to CRM, for automatic creation of Device data.
Client: Mitsubishi Motors Australia Industry: Automobile
Mitsubishi Motors Australia is part of the global Mitsubishi Motors organisation and is fully owned by Mitsubishi, one of the world's largest Automobile companies. It has wide dealer network which includes over 200 sites across Australia.
Designation: Stream Lead (CRM)
Role: Multichannel IC - Marketing (Loyalty) for Services, 12 Months
- Lead the Cross-division Assessment of Brand Management, Sales, Vehicle Management System (VMS), Importer Service Operations, Warranties, Contact Center Operations for MMAL’s three business divisions – Fleets, Demo Vehicle, Individual Owners.
- Worked with the Organization change management team in implementing some of findings of the assessment. Through developing communication plan/channels, training material, and by delivering trainings to help business understand cross functional processes, and thus enhancing adaptability of the processes.
- Delivered the complete Predictive Service Marketing solution, tested End to End for 4, Ultra Complex third party Email interfaces in 4 Months of Tenure in the project.
- Lead the team for Configuration & Testing of complete end to end cycle of 18 Automated (Periodic) Sales & Service related Campaigns processing TG from BW (APD) with different outputs like Call List, Emails, Letters and Export File.
- Successfully handled the delivery of 4 complex Data Conversions (Data upload program), from CRM Master Data, Marketing and Services area of the project.
- Deployment of complete IDoc based Interfacing solution involving PI in record time of 2 weeks.
- Implementation of Trade Promotion Planning and Optimization Best Practices with TFM & TCM.
- Lead consultant for Configuration of Products Variant & Catalog Configuration in CRM for WCEM.
- Configuration, Testing and Deployment of DBM and ICM in CRM integrated with ECC.
- Key resource for deployment of BCM with multi-channel integration (Email and Telephone) for IC.
Project: GERP Implementation, Canada Nov 09 – June 11
Client: Anheuser-Busch InBev Industry: Food & Beverages
Anheuser-Busch InBev is the leading global brewer. ABInBev has operations across 6 geographic Zones and our beers are enjoyed by consumers around the world. For 2009 ABInBev generated revenues of 36.8 billion USD. With four of the top ten selling beers in the world, ABInBev holds the No.1 or No.2 position in 19 key markets.
Designation: Solution Design Consultant
Role: Multi-channel IC with Loyalty Management, 8 Months
- A key facet of the role is to act as a strong Business Partner, focusing on understanding business
- Lead the team engaged in business requirement gathering for the deployment of CRM Interaction
- Design, Configure and Test the complete life cycle of CRM Loyalty Program Management (Tier
- Loyalty Execution through Partners (Partner onboarding and Points Management with
- Loyalty Program Processing engine settings (High volume data processing and Member
- Design and deployed the concept of Automated Call list generation and distribution to IC agents for outbound calling through updated TG.
- Design and Redefine the concept of 1 line order taking, enhancing the standard results in decreases the Average Handling Time (AHT) for an order from 5 to 1.5 mins, Average Waiting Time (AWT) from 3 to .15 mins thus increasing the Handled Call capacity from 5K to 14K.
- Define, Design and Deployed the complete end to end life cycle of TPM in beverages business
- Design and Deployment of IT Service Management as a part of SSF (Shared Service Center) for
Employer: Excel Technology Solutions, India Apr 06 – Oct 09
Project: CRM Process Re-Engineering, GEOX Aug 08 – Oct 2009
Client: Geox, Italy Industry: Footwear & Apparel
Since 1997 GEOX has been designing and manufacturing blissfully comfortable footwear & apparels to cover all ages and genders. GEOX has close to 1800 stockiest worldwide & around 7500 retail stores.
Designation: System Process Designer, 15 Months
Role: Brand Management (TPM) Lead, 8 Months
- TPM solution leveraging CRM’s best practices using standard 5 step process in CP industry i.e
- Solution Deployment for handling the Trade Promotion (TPM) process through retailers and Configured Funds Management (TFM) to track the Trade Spends (TSM) in CRM with system integration to BI & ECC via Middleware.
- Successfully lead the workshops with business process owners for requirement gathering followed by Design documentation, according to the localization needs of GEOX India Operations delivered with Functional Specification for data integration processes.
- WRICEF development, Customizing, Deployment, Testing (Unit/ Integration/ Security/ User Acceptance) and user training of CRM Building Blocks for AFS Industry.
- Responsible for Designing, Configuring and Delivery of the most challenging type of Event Triggered, Multichannel & Multi-wave Email Campaigns Automation functionality with ERMS and SMS integration through CRMConnect.
• Actively involved in the preparation, conceptualization, realization and Go Live of CRM Sales Solution.
• Workshops with SME’s to understand and review the business processes and corresponding mapping into IT architecture for preparing Sales Process/ Functional Design Document.
• Analysis and Documentation of CRM processes involving Information/ Process Flows, Functional requirements and Defining customer-specific development needs & Integration touch-points.
• Scoping, Design, Initial Sizing, Impact Analysis and Work Effort estimation through WRICEF components for end to end Interaction Center - Sales Scenario.
• Configuration, Deployment and Integration Testing of Account and Contact Management, Lead Management, Pipeline Performance Management, Territory Management with Appointment & Visit Planning, Integrated Order and Quotation Management, CRM Interactive reporting with CRM Analytics deployment.
Project: CRM Instance Consolidation, CNE Mar 07 – July 08
Client: Cable Network Egypt, Middle-east Industry: Services
Cable network Egypt (CNE) is a shareholder company incorporated in 1991 as the first Pay-TV project in the Arab world by the Egyptian radio and television union (ERTU).
CNE, with its sister companies, Media City, NileSat located in Free Media Zone at 6th Oct city, can help you with production, encryption, transmission and distribution of your services.
Designation: Implementation Consultant, 17 Months
Role: Customer Service (Utilities) Consultant, 12 Months
- Active involvement in CRM – ISU System Deployment Blue-print finalization with the business
- System Process Design, Deployment and Testing of business process involving Complaints and Returns Management, Service Request Management with Knowledge Articles, Service Agreements, Service Contracts, Service Plans, Service Order Management, Resource Planning/ Workforce management (WFM/ WFD/ MRS), Billing, Complaints & Returns Management, Warranty, Case Management completely integrated with Interaction Center for Services.
- Fit-Gap Analysis of business requirements, utilizing Utilities best practices leveraging functionality in CRM-ISU for Device management, Account & Contract management, Business Contract and Notes, IBase & IObject (Service), Connection Object, Premise, Installation, Device Location, Meter Reading, Disconnection/ reconnection, Meter Removal/replacements, Move in/out, MRU’s, CCS, Service Order and integrating with CRM system for Replication of Technical and Business Objects.
- Successfully delivered ERMS Setup for Rule based on SLA’s with Auto-Acknowledgement and Auto-IR creation, completed with Unit and Integration tested for IC processes with Multi-Level categorization and Alerts.
- Actively involved with CISCO/ CTI Integration team.
- Presented Solution Design using CRM CRM IPM (Intellectual Property Management) Best Practices
- Deployment and Testing of complete end to end ERP Integrated Sales Cycle including Sales
- Activation and Customization of CRM Interactive Reporting scenario in CRM 2007 (6.0).
- Lead person for Middleware setup including CRM Generation, Customizing Replication, Master
Project: CRM Production Support Apr 06 – Feb 07
Client: SAMSUNG, India Industry: Electronics
Samsung is a global leader in electronics goods industry. It manufactures a large range of equipment’s for various segments like Home Appliances, HHM (Hand Held Mobile), PC Peripherals. Samsung is using CRM solution from more than 15 Years.
Designation: OTC (Logistics & CRM) Consultant, 11 Months
Role: CRM Support for Master Data Management, CRM/ ERP Organization Model integration, Territory Management.
- OTC (Order 2 Cash) Support involving Activity Management, Lead Management, Opportunity Management, CRM Integrated Quotation and Order Management handled through Interaction Center (Sales) with Interactive Scripting, ERMS & Server side integrated Groupware.
- Customer Service Management includes IC Service Request Management, Service Order
- Middleware monitoring for replication of Materials and Customers from ECC including CRM & SD pricing strategies and designing prototype.
- The scope includes configuration of product catalogs and Product Proposal (Up selling and Cross Selling).
- Gained expertise in understanding and implementation of Change requests management (ChaRM) for Business (Configuration) and System (ABAP) Processes.
Local Availability
Open to travel worldwide
Australia