SUMMARY

• Total experience of over 14 years in Implementing Oracle CX Cloud and EBS applications for Telecom, Retail, High Tech, Med Device and Software industries.
• Hands on experience in configuring and deploying solutions for Lead to Quote, Order to Cash (O2C), Invoice to Cash, Call to Resolution and Configure to Quote business processes.

TECHNICAL SKILLS

• Oracle Service Cloud (RightNow)
• Oracle Engagement Cloud - Sales
• Oracle Engagement Cloud- Service
• Oracle CPQ
• Oracle Recruitment Cloud
• Oracle HR Help Desk (HRHD)
• Oracle Ebusiness Suite Skill Matrix
• Oracle CRM (Sales, Service, Field Service, Service Contracts)
• Oracle Supply Chain (Order Management, Adv Pricing, Accounts Receivables)
• Credit Card Pmt Systems (Card Connect, CyberSource, PayPal)

PROFESSIONAL EXPERIENCE

Confidential

Oracle Engagement Cloud

Responsibilities:

• Multi-Channel Contact Center (Agent Desktop)
• Email to Case and Chat to Case automation for Service Requests
• Milestone driven SLAs for global customer for both NA and Europe time zones
• Business processes automated:
• Complaint -Resolution-Report
• Request to Work Order to Invoice
• Opportunity to Quote to Sales Order (Engagement Cloud to CPQ to EBS)
• Digital Customer Service (self-service portal)
• Knowledge Management
• Custom Groovy Notifications
• Heavy Duty Groovy Scripting Automation
• Omni channel-based service request routing to targeted queues and workforce

Confidential

Oracle Recruitment Cloud (ORC)

Responsibilities:

• Global Job Requisition process for the IT, Supply Chain and HR job roles
• Process automation for Sourcing, Assessment, Diversity and Offer Management
• Building content library with Req Templates, Culture Statements, Vision/Mission statements
• Deploying curated content for Job Questions/Applicant Questions and Interview Questions
• Tailoring Corporate Job site with custom branding, CSS stylesheets and Contextual Promotion Opportunities. Collaborated and developed streamlined Candidate Selection Process for both internal and external applicants.

Confidential

Solution Architect

Responsibilities:

• Agent Console for handling incident management in Customer Service and Call Center environments
• Customer Web Support portal with few custom widgets (Customization Level: Medium)
• Live Chat and Standard Queue Routing
• Survey Management
• Business Rules (both Workspace and Site level) to automate most of the support processes
• Employee and Location data integration with source module Oracle HCM using REST APIs
• Complex Workflow, Agent Scripting and Knowledge Advanced features
• Implementation of iReceivables module to accept and process credit card payments
• Credit Card processing with Tokenization from CardConnect (First Data) Gateway.
• Conducting workshops for discovery, design and custom extensions
• Delivering Requirement Traceability Matrix and Functional Design Documents
• Conducting prototype sessions to demonstrate the tailored product features
• Running validation workshops through Conference Room Pilot (CRP) and User Acceptance Test (UAT) cycle
• Managing production deployment schedule

Confidential

Oracle iReceivables (Credit Card Payment Integration)

Responsibilities:

• Deployed CPQ for automating Configure to Quote to Order process for about 18 retail showrooms. Overall activities include BOM configuration for finished goods and ATO star items, CPQ Config Layout, BM Commerce, Model Configurations, Pricing, Discounting, Promotions, Approval Matrix (Simple), Credit Card/Check/ACH payments and Order Creation in Ebusiness Suite (EBS) Order Management module.
• Integrated Vertex Tax software for obtaining accurate tax.
• Enabled Oracle Proforma Invoicing and Order Acknowledgement documents
• Product configuration for both standard and ATO items
• Advanced pricing features such as Custom Discount Maximums, Product Based and Customer Account Level Discounts.
• Integrated order creation with On Premise EBS via SOA middleware for both Initial Order and Update Order processes. Integrated Subscription Order process with Service Contract Module of EBS
• Integrated Credit Card payment process using CardConnect Payment Gateway

Confidential, Hollywood, CA

Solution Architect

Responsibilities:

• Played a key role in managing design, development, migration and deployment phases of the project and following are some specific areas of contribution:
• Organized and ran design & discovery sessions with multiple business units to capture simple to complex use case scenarios appropriate for driving efficient subscription billing business
• Drove various design specific sessions with both top management as well as operations staff to model complex yet manageable solution to address real life billing and customer support needs and pain points.
• Responsible for hands on configuration for Implementing functional aspects of contract billing, collections and customer support processes.
• Conducted CRP and UAT sessions to validate solutions fitment and efficiencies
• Managed contract and open invoice migration from NetSuite to Oracle EBS.
• Managed hyper care period of two billing cycles to ensure that customers are not negatively impacted during system transition process
• Implemented Oracle Service Cloud Agent Desktop and Knowledge Management features to equip customer support staff answer customer questions in an efficient manner
• Developed customer service dashboards using Oracle Rightnow dashboarding capabilities to gauge support level, aging of tickets and average resolution times.

Confidential

Solution Architect

Responsibilities:

• Conducted discovery sessions and workshops to facilitate requirement gathering
• Facilitated design sessions to help client understand the Oracle Service Cloud (OSC)features and find opportunities to adopt leading practices
• Developed functional specification and configuration document to guide the detailed implementation.
• Configured Knowledge Management features and automated content authorization workflow, standard text creation and linking knowledge answers to product categories and reason codes to drive quicker resolution and call volume reduction.
• Worked with Staff Development group in coordinating the training manuals and job aids
• Conducted two test cycles to validate system readiness (CRP & UAT). Handled the defect tracking and resolution process in (HPQC)
• Deployment includes the following major features
• Configured Oracle Rightnow Agent Desktop, Co-Browse, Chat and Customer Portal to capture, track and manage inquiry resolution for Level II incidents. Configuration involves multiple interfaces, workspace customization, workflow automation to handle inter department communication/task management Agent scripting (basic) to manage level 1 calls for over 11 BUs with diverse compliance requirements mandated by state.
• Defining complex business rules to accomplish business unit specific functionally while maintaining single UI.
• Chat service deployment for select business units to facilitate instant resolution and improve overall customer experience.
• Tailored key reports to show First Contact resolution, agents’ performance/workload, call resolution averages, number of escalations and referrals etc.
• Also configured dashboards to empower agents and supervisors by providing easy access to incident/inquiry information to manage their day to day tasks. Management dashboards include key indicators such as, business group productivity
• Planned integration with other independent Level I call enters to avoid duplication of contact and incident/call data which can be leveraged by Level II staff.
• Documented detailed integration requirements where appropriate along with guidance on OSC integration framework

Confidential

Functional Consultant

Responsibilities:

• Played functional consultant role in helping Confidential in its transformation effort to establish itself as an independent entity and associated systems realignment within Oracle EBS.
• Implemented Project Accounting with special emphasis on Contract Billing for both software and professional services businesses.
• Ran CRP and UAT test cycles for Project Costing and Project Billing. Integrated Oracle T&L and iExpense modules to capture labor and expense costs for both billable and capital projects.
• Streamlined project revenue generation and invoice processes via oracle standard programs to eliminate gaps between revenue and billing departments.
• Implemented milestone event-based project revenue and billing for T&M as well as Up Front Billing (Event/Event)
• Responsible for converting historical data for project costing & project billing transactions.
• Converted labor and expense costs via oracle interfaces
• Converted event-based cost and revenue via Oracle APIs
• Responsible for configuring order 2 cash modules to enable buy/sell transaction processing for newly created legal entities.
• Configured Order Management, Accounts Receivables, and Cash Management and Project Accounting modules.
• Key contributor in configuration, unit test, conversion and integrated testing effort phases.
• Implemented Sales Online for a non-profit charitable organization having worldwide operations. Implementation was carried out in various phases to facilitate deployment to over 200 users.
• Conducted Business analysis and Gap Analysis to accommodate the various customizations in place.
• Implemented Contact management, Lead management, Opportunity Management, Activity Management and Forecasting at both the Sales Team level and the Product level. Setup Territories in Territory Manager - a component of CRM Foundation Module to accommodate the complex overlapping reporting hierarchies of the sales staff. Customized the Sales Offline to eliminate unwanted tabs and prevent updates to some fields via Sales Offline.
• Extensive implementation of Territory management to organize and track sales proceeds for both commission and future campaign purposes
• Responsible for the Resource setup in the Resource Manager (CRM Foundation). Also configured the remaining CRM Foundation components - Notes, Calendar, Assignment Manager, Task Manager and Escalation Manager. Conducted series of Conference Room Pilots and Training.
• Coordinated with the customer data conversion. Also wrote specifications for some customization to accommodate the transition of a Party from one Salesperson to another to reflect accurate sales credit reporting.

Confidential

Solution Architect

Responsibilities:

• Designed and implemented Oracle order management capabilities for wholesale, retail and eCommerce channels including payment automation for eCommerce channel.
• Worked with cross functional and regional teams in rolling out electronic order processing via Oracle EDI and SOA middleware. EDI document types include 850,855,856,846,870 and 810.
• Automated order capture and pick/pack/ship processes for US, EMEA and APAC.
• Implemented Oracle advanced pricing module to cater to drive business via relevant discounts, promotions, term upgrade and cost-plus formula-based pricing.
• Automated order processing for drop ships, back to back, ex-USA, ex-factory, cross dock including inter-company pricing.
• Extended order management solution and rolled out B2B functions via iStore oracle module
• Worked with vendor compliance and warehouse management teams to handle EDI onboarding, custom label management and inventory sync processes.
• Implemented credit management, hold management, deduction management and advanced collections modules for automating credit management functions.
• Configured advanced collections modules for standard 3 tier dunning and strategies for US accounts. Integrated Universal Work Queue application with Five9 Telephony application.
• Worked extensively in integrating ATP, Blanket Sales Agreement functions to track customer contractual commitments.
• Enabled Invoicing/credit memo features for Wholesale, eComm, Channel Partner channels.
• Implemented electronic invoicing via Oracle email burst and iReceivables
• Payment integration and tokenization (Credit Cards & ACH) via PayPal gateway
• Implemented Dunning and call center integrations for advanced collections module
• Automated credit management process via B2B module to process new customer applications.
• Implemented Teleservice, Service Contracts and Field Service applications to streamline both preventive maintenance and scheduled maintenance service contract processes.
• Automated service billing process by auto converting service debriefs into billable sales orders via field service charge process.
• Implemented Installed base application to track customer products and product recalls.
• Implemented advanced pricing to accommodate complex billing scenarios based on counters/formulas
• Implemented Oracle Sales Cloud to automate the lead generation, opportunity conversion and Quote creation process.
• Configured territory management for routing qualified leads based on Bill To customer accounts.
• Implemented campaign tracking to generate metrics to measure quality of leads by campaign
• Extended sales cloud module with minor changes to opportunity page to track PO Number, Ship to site, Freight Terms and Warehouse details.
• Implemented Oracle RightNow dynamic agent desktop along with Five9 Telephony integration. Collaborated with Five9 project team on integration.
• Implemented contact center features including dynamic agent desktop, chat, co-browse and knowledge base applications.
• Integrated Oracle EBS Installed Base to provide asset reference information that resides on the on premise EBS application.

Confidential, Bothell, WA

Functional Consultant

Responsibilities:

• Implemented electronic payments via Oracle Payments and rolled out B2C portal for invoice tracking and credit card payments. Estimated cost savings of over $280K per year
• Oversaw service contract renewal automation process to reduce call volume by 60% percent
• Improved collections rate by implementing Advanced Collections module and drove adoption of progressive dunning process.
• Converted check/lockbox receipts into automated self-service-based credit card payment process.
• Established key metrics to manage and report service & delivery from IT standpoint.

Confidential, CA

Order 2 Cash Implementation Consultant

Responsibilities:

• Defining Project Charter along with the stake holders for the proposed O2C track and iStore based internet store implementation.
• Managed pilot project as Proof of Concept to validate if iStore is a good fit for Confidential, given the extensive project catalogue which is highly regulated by FDA and HIPPA.
• Project planning, scoping, monitoring and transitioning to support activities which include building support organization to sustain the ongoing maintenance of Oracle EBC.
• Being hands on role played a very critical part in bringing right business partners to agree on critical business processes by providing deep insight into Order 2 Cash processes. Helped driving major decisions on important aspects of business such as operating unit, number of warehouses, intercompany invoicing, demo order processing, spares order management etc.
• Brought years of eBusiness experience to table in managing conflict resolution by proving deep subject matter expertise relevant to the underlying business issues and bringing teams to adhere to the EBC implementation goals.
• Engaged and managed a third-party consulting company to provide design and customization of iStore look and feel to meet the corporate internet business s standards.
• Played key role in negotiating contracts with PayPal/VeriSign for implementing global credit card payment network spanning, Americas, EMEA and APAC regions.
• Worked with eCommerce business management teams to organize the iStore Launch in US, Sweden, Norway and Denmark. Worked with Sales VPs to align the sales teams across the globe to promote and support the enrollment of business customers to use iStore channel for both online orders and inquiries.
• Managed solutioning process for Lock box, ACH file transfer, Payment integration and SOX audit preparation for EBC modules.