CRM PRODUCT OWNER
Dicetek LLC: Client ( First Abu Dhabi Bank)
Total years of experience :13 years, 4 Months
MS Dynamics CRM
• Providing vision and direction to Agile development team
and stakeholders/end user throughout the project
• Gathering the business requirements from stakeholders for
creating the User Stories
• Create User Stories in JIRA for Contact center stakeholders, Corporate Banking stakeholders, Personal Banking stakeholders and Private Banking stakeholders to implement
the MS Dynamic system
• Delivered projects 80% on time, coordinating schedules with
stakeholders, UX and development teams.
• Responsible to create the list of backlog items and prioritize
them based on the overall strategy and business objectives
• Used MS Dynamic to identify, analyse and interpret trends
and patterns in complex data sets.
• Prioritizes work within an agile development team and ensure that the team always has an adequate amount of prior user stories to work on prior to the Sprint Planning Meeting
• Lead the planning of product release plans and set the expectation for delivery in sprint planning meeting with the development team
• Elaboration of the user stories to the development team and
answering the queries
• Acting as primary communicator and link between stakeholders and agile development teams
• Inspecting and evaluating product progress through each iteration
• Before Sprint Review ensure that Developer and Tester are lined up and have demo of the final product
• Provide an active role in justifying obstacles impacting successful team completion of Release/Sprint Goals
• Drove continuous improvement by keeping abreast with Agile and Scrum best practices and trends
MS Dynamics CRM
• Documented Business Requirement Document (BRD) and Functional Specification Document (FSD) for MS Dynamics CRM Contact Center Application, Private Banking, Wealth Management and Corporate Banking.
• Gathered business requirements from stakeholders and translate them into detailed requirement specifications.
• Manage CRM On-Shore Development Team and supervise all customizations and enhancements.
• Hands on experience in requirements gathering, analysis, design, functional testing and training with strong focus on Microsoft Dynamics CRM.
• Worked on various Microsoft Dynamics CRM configurations including Custom Objects, Page Layouts, Form Layouts, Fields values, Data viability, Reports and Dashboards.
• Participated in User Acceptance Testing (UAT), coordinated with clients for better quality, developed user acceptance test plans and test cases, coordinated user acceptance testing and issue resolution.
• Exported Microsoft Dynamics CRM data to Microsoft Office Excel PivotTable to see patterns and trends in data.
• Created Dynamic CRM data cleansing modules to identify duplicate student data using rules from a rules table in the database.
• Responsible for providing analytical support in the Design, Development and Implementation of Project.
• Assigned tasks among development team monitored and tracked progress of project.
• Managed Dynamics CRM system through inputting new engagements, adding leads, options, and necessary stakeholder information.
MS Dynamics CRM
Key Result Areas and Highlights
•Managing the overall end to end service delivery of CRM operations. CRM services include - Data Management, Account/Opportunity Management, Campaign and Marketing Activities. Tools and Application: Microsoft Dynamics CRM.
•Supports the CRM Analysts in driving adoption across regions and business units
•Create the dashboard in CRM for the User.
•Customize the Entities, Dashboard, Workflow, Reports and also create the Forms, Views, Charts and Fields in CRM
•Done the UAT testing for 2015 and 2016 environment. Test the functions and the features being developed and confirm that they fulfil the business requirements.
•Supports marketing list growth and cleansing
•Supports the firm wide CRM data integrity plan, including executing weekly, monthly, and quarterly checklist activities, managing exception reports, and data cleansing projects
•Processes returned mail and emails that are bounced, undeliverable, unsubscribes
•Merging duplicates, verifying accuracy, maintain data entry standards
•Prepare monthly, quarterly and annual pipeline, activity and data integrity reports
•Maintains quality results by using templates; following defined CRM standards
•Supports regional, industry, and service marketing consultants with marketing list growth and cleansing
•Supports all digital marketing efforts including email campaigns, content management for the firm’s external websites and the marketing department’s internal website. Executes all email communications (electronic invitations, newsletters, publications, service/industry alerts, etc.), including coordination of email design, content development, list segmentation and deployment. Tools and Application: Act ON.
LexisNexis InterAction CRM and Salesforce
Key Result Areas and Highlights
•Job includes Research work for U.S and U.K. clients
•Managing the LexisNexis InterAction CRM system and Salesforce
•Conducted research to collect and assemble data for databases
•Maintained the data integrity during extraction, processing, analysis and storage
•Segregating client information under various macro- and micro-industrial classifications
•Oversaw the Data Cleansing Processes & built new searches and techniques for improved data management
•Research of Companies and its related people information from various sources like company website, OneSource, Hoovers, Orbis, Capital IQ, Companieshouse
•Extensive use of DCM inbox, whilst expanding experience of project configuration through frequent use of the administrative, windows and web client InterAction.
•Performing research using Google, company website and other databases to obtain in the correct information (address, phone number, email address etc.)
•Correcting/updating the contact details in the CRM system
•Experience in handling team strength of 6 Data Analyst for CRM services
•Ensuring accuracy of projects to be delivered to the clients by the team
•Training team members on new jobs as and when necessary
•Communicating with the client via emails and voice calls
•Maintaining team member’s report on daily basis
•Bagged the All Star Award for outstanding performances for the Year in 2012 and 2014
Trainings & Certification
•Undergone SAP Functional