CRM Consultant
IBM
مجموع سنوات الخبرة :16 years, 8 أشهر
Delivering technical support, as Siebel Analyst, to Mobily Client onsite Operations team through identification, analysis of incident patterns, problem root cause analysis, and support of operations tasks. This led to improved system stability and decrease in operational overhead through resolution of recurring problems.
Contributed in business analysis of Pakistan Telecom (PTCL) CRM implementation by conducting discovery workshops with process owners, performed in-depth analysis and optimization of business processes. It achieved better customer experience by significant reduction in complaints resolution time.
Engaged in development of business and technical specifications document, presenting optimized solution and getting them signed off from process stakeholders.
Designed and developed key CRM integrations with client external systems including Cisco Telephony solution. It allowed customers to register auto complaints which resulted in considerable drop in walk-in complaints at customer service centers.
Build and managed team by delivering training on Siebel integration technologies to develop technical expertise in team and to perform successful handover.
Accomplished design, development and deployment of customized module, part of Siebel Marketing application implementation for Mobilink Telecom, to launch Siebel campaigns in line with configured channel capacity. It attained noteworthy drop in company marketing costs and increase in business revenue by launching campaigns to targeted customers.
Achieved configuration of Siebel Opportunity Management module to support client sales methodologies by automating business processes that led to noticeable increase in sales team performance and customer experience.
Received excellent performance ratings which led to accelerated promotions, professional development trainings and deployment to strategic projects.
Involved in design and development of integration solutions including billing system, CRM and network provisioning systems.
Contributed in design, development, User Acceptance Testing (UAT), deployment, and customer support of
Broadband services point of sale solution. It was deployed in more than 100 franchises all around Pakistan. Solution resulted in reduction to time to market and improved order sales capture and fulfillment.
Engaged in design, development, testing and documentation of enterprise business solutions for both local and international clientele.
Achieved development of desktop application for US based client for lighting control management system.
Coordinated with onsite project development team and client to address technical concerns and application acceptance testing.
Accomplished highest performance appraisal due to demonstration of sound technical and presentable communication skills.
Performed code analysis, and enhancement of open-sourced Asterisk Public Branch Exchange (PBX).
Accomplished customization to achieve call quality statistics that determined quality of service (QoS).
CGPA 3.92 Recipient of AusAid scholarship for Carnegie Mellon University for Masters program. Scholarship covers full tuition fees, monthly stipend, health insurance, and return air fare. Position in Deans List in all Semesters of Masters program
CGPA 3.52 Position in Deans List