SUMMARY:

• Software (SAAS) Product management using CRM (Salesforce.com and Siebel) Technologies incorporating initial assessment, Business Analysis, Systems Analysis, Functional Architecture Designs, Functional Enhancements Designs, and Functional Data Integration Designs to facilitate End - to-End Enterprise Revenue generating solutions
• Salesforce CRM product management for Service, Sales, and Marketing use cases
• Stakeholder relationship management aligning Salesforce technology strategy with business goals
• Identified, researched, proposed, generated and documented various innovative business solutions to a wide range of complex business pain-points/issues
• Expert in Translating Business Users Requirements into PRDs, Functional Specification Design.
• Direct point of contact for business stakeholders to Salesforce technology
• Function as an advisor on CRM best practices for the use of Salesforce
• Excellent ability to work with a diverse team - both Business and Engineering with multiple skill levels
• CRM Strategic customer solutions implementation to achieve Organizational Business Goals/OKRs
• Proficient in facilitation, collaborative problem solving and making decisions
• Leading and influencing Cross-functional teams with Global Product Ownership

TECHNICAL-FUNCTIONAL SKILLS:

CRM-Core: Marketing, Service, Community, Salesforce.com Sales Cloud

CRM-Verticals: Media, Communications, Entertainment, Financial Services, Automotive, Insurance

System Integration: Salesforce APIs, Web Services, SOAP, WSDL, XML Business Automation Salesforce Workflow and Approvals, Reports&Dashboards, Automation, Custom Objects

Methodologies: Agile-Scrum/Kanban, SDLC-Waterfall, Six Sigma DMAIC

GUI: Salesforce.com UI Lightning Experience and Salesforce Classic

Tools: MS Visio, MS Office (Excel, Word), Lucidcharts, Version One, Rally, JIRA

Databases: Salesforce Data model, RDBMS

Enterprise Data: Data Quality, Data Analytics, Data Integration, Data Modeling, Data Migration

Domain Knowledge: Financial Services, Internet, Media, Search Advertising, Content License management

Knowledge on: SAAS, PAAS, IAAS, SOA, Blockchain, Cloud Computing

PROFESSIONAL EXPERIENCE:

Confidential, Los Angeles, CA

Sr. Technical Product Manager (Salesforce CRM)

Responsibilities:

• Global Product management of SFDC Instances for both Demand (Advertiser) and Supply (Partner) side.
• Repositioned legacy ( Confidential and AOL) product lines to the new Confidential Advertising product definitions. Benefit is improved Sales execution, Finance operations and cleaner revenue recognition process.
• Lead the legacy AOL publisher salesforce migration to Confidential Salesforce instance successfully. Benefit is one business system for both Advertiser (Demand) and Publisher (Supply) business users.
• Lead the de-dup effort of Demand side Platform (DSP) Accounts within Salesforce by re-designing the Platform business process to provision DSP seat for Agency and Advertisers. Benefit is enhanced Sales Productivity, improved Accounts' data quality and accurate revenue reporting by downstream systems.
• Launched APAC Native ads Account management and Insertion Order booking in Taiwan, Hong Kong, India, South East Asia, Australia, New Zealand and Japan for Gemini Ad marketplace.
• Designed and launched Global Goodwill credit automation feature which eventually saved 4 million plus dollars of revenue leakage for Gemini Ad platform.
• Designed and launched "Strategic Sales Insights" process to push real time campaign optimization proposals which allowed Account management team to book Advertisers' leftover unburned campaign money. Benefit is additional revenue.
• Identified, researched and recommended a closed loop opportunity feature to align field sales executive pipeline and optimization team's feedback for new opportunity for existing Clients.
• Collaborated with B2B Marketing team to launch Account based Multi-touch Revenue attribution process via LeanData package tying ROI revenue to campaigns accurately.
• Designed and launched the High value Self-Serve Account flip feature to structure the Gemini managed and Self- Serve (OLS) Accounts. Boosting Field Sales, Midmarket and Reseller channels Strategic Account management effectiveness.
• Lead Confidential -MSFT Search Alliance Premium Customers Transition effort which includes US, Canada LATAM and UK Markets. Benefitting business continuity via customer first design.
• Managing Functionality Enhancements for Salesforce CRM System supporting Search Advertisers and Reseller/Self-Serve channels via Agile User Story methodology for Confidential Bing Network and Y Gemini.
• Lead the YCRM Siebel to Salesforce Global migration effort (for Search) successfully pertaining to Salesforce implementation incorporating Customers, Spend Accounts, Contacts, and Insertion Orders E2E functionality.

Environment: Salesforce.com Sales Cloud, Microsoft Bing Ads (Adcenter), Microsoft Bing Ads (Pubcenter) TIBCO, JIRA, Confidential Gemini Marketplace, Oracle Financials/ORMB

Confidential, Burbank, CA

Sr. Salesforce CRM Product Manager Consultant

Responsibilities:

• Collaborated on successful launch of Confidential -MSFT Search Alliance functionality and evolving the Confidential -Bing API based integration features.
• As Product Owner Managed and Conducted Use Case (Business Process Design) development workshop sessions with business SMEs and End Users involving processes related to Confidential Global Ad Support Operations, and Account Management.
• Worldwide Product management of YCRM Service Request ticketing module functionality supporting both ‘Search’ and ‘Display’ products (NAR, EMEA, APAC, LATAM).
• Acknowledged “go-to” person for managing Confidential -Microsoft Search Alliance Insertion Order booking functionality for Search US domestic market.
• Global Support Lead for the YCRM Siebel Product (and OfficeSync) via coordinating and follow-ups with PST, Business, and Engineering Development Teams.
• Lead the Siebel to Salesforce.com business transformation designs for the YCRM Display Ad Operations Support Processes performed GAP Analysis, impact analysis incorporating upstream/downstream systems.
• Managed Estimation, prioritization, scoping and project planning of the CRM project with business leaders.
• Responsible for Train the trainer and train the business stakeholders on new YCRM system features and functionalities globally.

Environment: Salesforce.com spring 12, Siebel 8.0/7.7.2 Communication Media Entertainment, Microsoft Adcenter, Adobe Connect, Siebel Email Response, TIBCO, Bugzilla, Oracle Financials, Win7/ Windows XP, Oracle Financials/ORMB, Version One

Confidential, Los Angeles, CA

Sr. Siebel CRM Business Analyst

Responsibilities:

• Lead the global Data migration effort pertaining to the Siebel 8.0 implementation successfully incorporating Accounts, Contacts, Orders, Assets and Agreements Siebel business objects.
• Participated in Product life cycle business process from its creation to release.
• Owner of various Functional issues and Responsible for critical project task deliverables, problem resolution incorporating data evaluation and analysis and the exercise of judgment within defined practices and policies.
• Managed business user expectations during the projects by incorporating timely communication of status, problems and issues.

Environment: Siebel 8.0 (SFA) Media, MS Visio, MS Project, Windows XP

Confidential, Irvine, CA

Sr. Siebel CRM Business Analyst Consultant

Responsibilities:

• Lead and managed requirement gathering discussion sessions for business and End Users involving issues related to Services Delivery, Business Integration and Claim Process Management.
• Lead, Created, and Documented the Functional Specification (High Level Design) for the integration of Siebel and Third Party Vendor Management incorporating Siebel web services and XML technology.
• Products supported via Functional design were Auto collateral protection insurance (CPI) and Lender-Placed Insurance (LPI).
• Coordinated User Acceptance Testing (UAT) while working with business, QA team and developers for domestic market regular Enhancement releases.
• Responsible for the Functional ownership of Integration, Configuration design and validation of the Siebel Claim System from the Siebel technology best practices perspective.
• Managed business user expectations during the projects by incorporating timely communication of status, problems and issues.

Environment: Siebel Insurance 8.0/Call Center, Auto and Home Insurance, web Services, XML, MS VisioMS Project, HP Quality Center, Windows XP

Confidential, El Segundo, CA

Sr. Siebel CRM Business Analyst/Product Owner Consultant

Responsibilities:

• Conducted and managed Business Process Design sessions for business End Users involving processes related to Confidential Sales Support Operations, and Dealer Management.
• Lead, Created, and Documented the Business Process Design Flows specifications
• Participated in Siebel CRM Business Process mapping and Functional Design sessions
• Reviewed Project scope, schedule, issues, risks and all formal project documentation
• Participated in the User Acceptance Testing (UAT) and in the development program.
• Responsible for the Functional Configuration, design and validation of the Siebel Sales Support Operations System from the Siebel CRM technology best practices perspective.
• Managed business user expectations during the projects by incorporating timely communication of status, problems and issues.

Environment: Siebel SFA, Siebel Call Center (CRMOD, CCOD), MS Visio, Agile, Windows XP

Confidential, Torrance, CA

Sr. Siebel CRM Business Systems Analyst Consultant

Responsibilities:

• Conducted and managed requirement gathering discussion sessions for business and End Users involving issues related to Account, Contact Management, Customer Privacy Process, and Service Request Management.
• Performed the Gap analysis (triage and defect analysis) for business data, processes between the Siebel UCM and Siebel Call Center integrated functionality from the Data Quality perspective.
• Monitor and report daily data quality incidents as a result of near real time and batch Interfaces and Data Conversions.
• Owner of various Functional issues and Responsible for critical project task deliverables, problem resolution incorporating data evaluation and analysis and the exercise of judgment within defined practices and policies.
• Created and Documented the Business Requirements Design (BRD) specifications for various enhancements with in the Siebel Call Center Environment. These BRDs eventually helped developers to prepare detailed Tech Design documents.
• Lead and Coordinated User Acceptance Testing (UAT) while validating the Test Cases, Test Scripts.
• Ensure the Business requirement design document and UAT’s are approved and signed off by the Toyota Business leads and users.
• Responsible for the Functional Configuration, design and validation of the Siebel Call Center System from the Siebel technology best practices perspective.

Environment: : Siebel Automotive 7.7.2/Call Center, Siebel UCM, TIBCO Business Works Collaborator , Genesys CTI, MS Visio, HPSD, HP Quality Center, Windows XP, Oracle

Confidential, Burbank, CA

Sr. Siebel CRM Business Analyst Consultant

Responsibilities:

• Participated and facilitated the workshops and documented the workshops outputs incorporating Confidential Search Marketing Sales and Service processes.
• Performed the Gap analysis for business processes and Siebel data objects to highlight the differences between the Confidential Search Marketing business requirements and Siebel out-of-the Box functionality with the business process flow diagrams in the workshops and follow-up sessions.
• Owner of various Functional issues and Responsible for critical project task deliverables, problem resolution incorporating data evaluation and analysis and the exercise of judgment within defined practices and policies.
• Lead the Siebel application solution design effort with the business users and Technical team members.
• Created mock up visuals of the Siebel Screens to gain stakeholder feedback
• Created and Documented the Functional Requirements Design Specification for the creation of Service Request, initiated by the incoming call of an Advertiser (Click Task System).
• Coordinated User Acceptance Testing (UAT) while validating the Test Cases, Test Scripts and status reports for US domestic market and various international markets including North & South America, Europe and Asia.
• Responsible for the Functional Configuration and design of the YSM Click Task System from the Siebel technology best practices perspective.
• Ensure the Functional requirement design document and UAT’s are approved and signed off by the YSM Business leads and users.

Environment: Siebel 7.7.2 Call Center and Service, Siebel Communication Media Entertainment, Siebel Quotes, Agreements, Siebel Email Response, webservices, Genesys CTI, Blue Pumpkin, MS Visio, Windows XP, Oracle

Confidential, Baltimore, MD

Sr. Siebel CRM Functional Consultant

Responsibilities:

• Participated in the workshops and documented the workshops outputs incorporating conceptual framework for the Call Center Optimization.
• Documented the Core business process design as an outcome of Requirement definition and mapping exercises.
• Performed the Gap analysis for business processes and Siebel data objects to highlight the differences between the customer requirements and Siebel out-of-the Box functionality with the business process flow diagrams in the workshops and User Review Labs sessions.
• Owner of various Functional issues and Responsible for critical project task deliverables, problem resolution incorporating data evaluation and analysis and the exercise of judgment within defined practices and policies.
• Coordinated User Acceptance Testing (UAT) while validating the Test Cases, Test Scripts and status reports.
• Responsible for the Functional Configuration and design of the Visa USA call center from the Siebel technology best practices perspective.

Environment: Siebel 7.7.2 Call Center and Service, Siebel Data Quality, Siebel Projects Module, Siebel Scheduling, Siebel Release Module, Siebel Advance Search (Hummingbird Fulcrum), MS VisioBprime, Windows XP, MS SQL Server

Confidential, Los Angeles, CA

Lead Siebel CRM Business Analyst

Responsibilities:

• Participated in the project kick-off incorporating program structure, project approach and methodology, program management office tools, scope management, issue management, change request management process, risk management process, business process decomposition, detailed business process flows, Use Case Wrappers and Guiding Principles.
• Participated and documented the Business System Design document incorporating conceptual framework for the Call Center Optimization.
• Participated and documented the Core business process design document as an outcome of Requirement definition and mapping exercises.
• Performed the Gap analysis for business processes and Siebel data objects to highlight the differences between the customer requirements and Siebel out-of-the Box functionality with the business process flow diagrams in the SDL sessions.
• Participated in the analysis to identify and document Functional Requirements for the ServicePoint Call Center Interfaces (Integration Touch Points), and Data Conversions.
• Responsible for defining developing and managing work plans, issue identification and status reports.
• Responsible for the Functional Configuration and design of the ServicePoint call center from the Siebel technology best practices perspective.

Environment: Siebel 7.8.2 Call Center, Siebel Insurance, Service Request Management, MS VisioWindows 2000, IBM WebSphere MQ, MQ Series, webServices, IBM DB2

Confidential, NYC, NY

Siebel CRM Business Analyst Consultant

Responsibilities:

• Improved the Siebel Sales Application’s usability, performance and business processes pertaining to the Opportunity management life cycle.
• Participating in issue management, Production and Rollout support activity for the Siebel Group Sales Application incorporating bug management and test case generation in UAT environment.
• Gathering requirements and performing the Gap analysis to enhance the Group Sales Reporting functionality.
• Involved in Siebel-UCLA Integration Analysis & Planning incorporating the current system assessment to facilitate the overall planning and strategy.
• Coordinating with offshore development team to communicate the new business requirements for the Siebel Sales application enhancements.

Environment: Siebel Insurance 7.5.3 sales/Call Center, Opportunity Management, IBM Rational ClearQuest Web, IBM WebSphere MQ, MQ Series, webServices, IBM DB2

Confidential, Dallas, TX

Siebel Business Analyst Consultant

Responsibilities:

• Conducted and managed requirement gathering workshops and discussion sessions (JAD’s) for business and End Users involving issues related to Account/Opportunity Management, Quote Process, and Order Management.
• Performed the Gap analysis for business processes and data objects to highlight the differences between the customer requirements and Siebel out-of-the Box functionality with the Operational Level Process (OLP) diagrams/Activity Level Flow Diagrams.
• Created and Documented the Functional Specification design for the creation of Quote followed by a Sales Order from the Opportunity, generated thru Lead and Campaign and various other sales methods.
• Perform the Account and Contact Hierarchy Analysis as per the Verio’s approved design and did provide the best practices solution to the existing process and operations.
• Captured functional and technical requirements, worked with business users to develop and improve business processes while incorporating Activity flow diagrams and Use Case Scenarios.
• Responsible for the creation of Use Cases and User Stories pertaining to Product and Pricing, Quote Process and Order Management.
• Created the Siebel Referential Integrity Requirements (CRUD Matrix) for the application visibility incorporating the organizations with in the company.

Environment: Siebel Communications 7.7.2/7.5.3 , Product Models, Quotes and Order Management, RUP MS Visio, WindowsXP, Oracle9i, WebLogic Integration Server 8.1