Candidates About

 

Roshan Ali Sharif

PROFESSIONAL SUMMARY

·           Highly Motivated and extensively experienced Senior Business  Consultant  with 15+ years of success leading all phases of diverse Contact Center, CRM  and  technology projects, with over 25+ years of IT experience

·           Business strategist: plan and manage multimillion-dollar projects aligning business goals with technology solutions to drive process improvements business readiness Change management to support technology changes andprovide competitive advantage and bottom-line gains.

·           Excellent communicator: Leverage technical, business and financial acumen to communicate effectively with client executives and their respective teams.

·           Expert in Agile and Waterfall project methodology: Able to manage large project teams and known for high-quality deliverables and in the use of SDLCthat meets or exceeds timeline and budgetary targets.

TECHNICAL SKILLS

Data and Contact Center Technologies:Cisco, Genesys, Avaya, ACD, IVR, CTI, ICM, WFM Service Observation ,Call Recording NICE and Verint ,Desktop Applications Finesse CAD  Knowledge Management Kana and egainetc.

Software Applications: SAP CRM,MDM, OTC and  SAP portal  SalesForce,  MS Project,  Mercury Quality Center, Suite, Oracle Online Marketing, Oracle TCA, Telesales, iSupport,  Oracle Teleserve, Oracle CRM, Kana Call Center, Kana Response, Business Objects, Witness.

 

PROFESSIONAL EXPERIENCE

 

 

“Has to take a sabbatical to take care of my elderly Mother and deaths in the family”

 

 

Patterson Technology services, MN                                                                                                                             4/17 – 7/2017

Senior Business consultant/SME for CRM and Contact center integration

·         Lead the requirement Gathering and Creating the BRD and  Create Functional Design document  for a short term project  for CTI integration with SAP CRM and Cisco 

·         Gathered and Created the requirement definition for Custom reports and custom Dashboard

·         Identified requirements for clients and designed appropriate business process and change management models for business readiness.

 

AllianzLife Minneapolis, MN                                                                                                                               10/14 – 12/2016

Lead Business Consultant/SME for Data Center consolidation and Contact Center 

·         Lead the requirement gathering and creation for 5 LOB for their Greenfield Contact Center Integration Project in according to best practices based on SDLC methodologies

·         Provided SME support for Contact Center requirement deployment and training

·         Lead requirement changes based on redefined  IP-IVR and CCI change in strategy for a centralized environment

·         Gathered Security requirements based on Project Changes and created BRD and FRD

·         Provided support to the PM for CTI integration with SFDC and Cisco finesse

·         Lead requirement gathering and documentation for Outbound dialing  with Campaign management with SAP CRM

·         Created testing strategy and test plans and provide testing leadership for both QA and UAT

·         Identified requirements changes from as-is for clients and designed appropriate business process and change management models to provide business readiness.

 

 

Sentara Health Care ORM Virginia Beach, VA                                                                                                        3/14 – 10/14

Senior Business Analyst/Project Manager

·         Lead requirement and blue printing sessions for the medical group for initial deployment according to Sales force CRM best practices and vertical templates.

·         Created the documentation  for SDFC integration OC integration

·         Provided Project management for the deployment SFDC Project

·         Lead the business case requirement session, created a business case, and got approval from the Executives

 

 

Coca-Cola through S3 Atlanta, GA                                                                                                                              2/12 - 2/14

Senior Business Consultant /Functional lead usability SAP CRM and Contact Center

·           Lead the Requirement Gathering for SAPCRM, Web UI, Marketing Sales, Service and E-commerce and created the BRD and BOM for the project

·           Provide SME leadership in business process for the Sales and Services in SAP service request.

·           Contest management e_gain

·           Lead requirements sessions and defined scope for SAP CRM  Marketing Sales, service ecommerce and MDMmodules with oracle Database and provided Support for implementation,

·           Lead UAT and go live support with onshore and off shore teams

·           Identified requirements for clients and designed appropriate business models and user interfaces (UI) using the Ares Model and SDLC discipline.

 

Johnson Controls Inc. Milwaukee, WI                                                                                                                     1/12 – 5/12

Senior Business Analyst /SME for Worldwide deployment for IPT           Contact center

·         Lead the requirements gathering and AS IS state and defining the TO BE state for a complete move from a Nortel / Cisco based centers to the Avaya IP based contact center strategy and Project management, budget management and resource planning.

·         Created use cases for the to-be design for call routing, IVR, WFM and call recording.

 

J. J. Keller & Associates, Inc.   Appleton, WI                                                                                                              2/11-1/12

Business Solution Architect/Test leads SAP CRM O2C

·         Lead  8 million dollars Greenfield CRM project from cradle to deployment and support win on shore and off shore recourses

·         Managed all phases of the project of O2C with CRM 7 with integration between SAP ECC and SAP CRM 7.0B2B and B2C Marketing, Sales, service and Interaction center

·         Created and lead the B2B Portal strategy and deployment complete life cycle.

·         To be design and development of the OTC including CTI Screen POP Leads, Campaign opportunity and Master Data design and strategy and lead all blueprint and design sessions

·         Create testing strategy and test plans and provide testing leadership for SAP CRM

 

Lenovo Raleigh, NC                                                                                                                                                 06/10 – 11/10

CRM Business Process Lead for, SAP CRM 7.0

·           Lead requirement and blue printing sessions for the Global Service at Lenovo’s initial deployment  according to SAP CRM best practices and vertical templates with teams from SAP, IBM offshore and the China team

·           Create the complete Blue print for the deployment of Service for the repair with integration between SAP ECC and SAP CRM 7.0

·           Develop the Solutions architect for Genesys and Avaya for the CTI/IVR, IVR WFM, QM, Chat and ERMS integration with SAP CRM  provide leadership in data and business process for the Services in SAP CRM 7.0 including Complaint management, Knowledge management scripting, and service request

 

NationWide Insurance Columbus,  OH                                                                                                                  09/08 – 5/10

Senior Business Consultant/Call Center Architect Business Lead and SME

·           Business Lead supporting the Customer Solutions Unit (CSU) in the CRM deployment

·           Lead the requirements Gathering and use case.

·           Supported expansion and set-up of a Greenfield call center location based on Genesys GVP and Legacy  CRM

·           Provided support to manage and implement a Self Service portal for customers using Genesysframework forself-serviceto make a payment and POI and request POI via the phone.  This solution provided benefits to both CSU and PLSC. ROI for the effort was 19 days and an average savings of $125k per month

 

Clearwater Utilities Clearwater, FL                                                                                                                      03/08 – 09/08

Senior business Analyst/SAP CRM CTI Consultant

·           Gathered Requirement and created Business  and functional Requirement documents

·           Manage and configure CTI integration for Siemens ACD to SAP WebIC Interaction Center to provide  Screen Pop for Customer interaction in SAP

·           Create the business and functional process for the IC (interaction center ) for the utility company in Clearwater Florida  develop UAT and training for business

 

Accenture -----Nationwide----   Headquarter- Minneapolis, MN                                                                    09/04 – 02/08

CRM Manager/Consultant

Sun Chemical - SAP CRM and Shared Services Implementation

·           Worked on Greenfield and consolidation for with SAP CRM for the interaction center with Web IC in SAP provides a blueprint for Shared Business Services Lead the SAP OTC team through the CRM functional development

·           Leadership in design and deployment of MDM.

·           Created test strategy and build UAT script and completed testing utilizing Test Director as the testing tool

·           Managed offshore and onshore Teams in development of IVR  and contact center.

·           Managed the design, build-out, and deployment of key telephony components including: Genesys,  GVP, Voice Portals in a unified environment  IVR, PBX, Routing, CTI, Service Observation and CRM; including managing Client and Vendor resources for deployment

 

Cendant TRG (Trendwest Resort Group) Orlando, FL                                                                                        12/03 – 09/04

Project Manager/CRM Business Architect

·           Managed eight in the design of the solution and architecture of Epiphany’s CRM 6.5 Sales and Service module in its implementation for the Trendwest Resort Group

·           Developed the traceability of the solution and functional design and the fit to meet corporate architect and security standards

 

Cigna Healthcare Hartford , CT                                                                                                                              09/03 – 12/03

Project Manager/CRM Solution Architect

·           Managed a 6 person team in the development of the design for the e-Mail Response Management System (ERMS) transition from e-service to Kana Response Solutions

·           Developed the architecture and system design for the migration for the ERMS system and implementation of this short-term project

 

ACT IncIowa Cedarfalls, Iowa                                                                                                                                 04/03 - 08/03

Enterprise Architect

·           Provided technical project management for Item test and delivery design project where the development is being done Offshore

·           Developed and designed the technical architecture for the enterprise, and designed and developed a Test Delivery System in an environment where the coding was being done Offshore

·           Delivered the requirements for the development of item bank solutions for a virtual test and course delivery application

 

Business Edge Solutions Overland, KS                                                                                                                  11/02 – 03/03

CRM Technical Architect

·           Developed the business, functional, and technical requirements for Kana
ERMS (Email response management system.) including the Technical architecture and
implementation plan for development and deployment

·           Responsible for the business design and process flow for the ERMS development and Strategy

 

Washington Mutual Seattle, WA                                                                                                                            08/02 - 11/02

CRM Consultant

·           Provided an enterprise wide technical and solution architecture for the Kana Response ERMS (email response management system) implementation including architecture for the middleware implementation which includes design of the infrastructure on the J2EE platform using WebLogic and also providing interface to their Siebel CRM systems

·           Designed hardware solution for co-hosting ofapplication and database servers

 

World Vision Seattle, WA                                                                                                                                         08/01 – 11/02

CRM Consultant Non Profit

·           Responsible for Implementation of the Oracle CRM

·           Provided subject matter expertise project management and business requirements for the Oracle CRM project

·           Project manager for their Oracle CRM and donor loyalty projects

·           Developed, deployed and implemented their email strategy both inbound and outbound using Kana Response and connect

 

 

ELoyalty Nationwide Chicago, IL                                                                                                                            05/00 – 07/01

CRM Consultant – Sr. Principal

·           Responsible for consulting projects with Fortune 1000 companies

·           Led the development an enterprise data warehouse of customers and prospects including the design of business rules for physical and logical data model for Allstate Insurance

·           Designed, developed and managed the implementation of an Enterprise Campaign Management System which was completed on time and 8% under budget

·           Deployed Business Objects for reporting in the Valex project

·           Designed a complete technical architecture for a major insurance company, allowing the blending of call center and eCRM to interface with existing Legacy system

·           Completed a technical assessment for a major insurance company for their eCRM strategy

 

MLT Vacation, MSP, MN                                                                                                                                         11/99 – 05/00

E-Technology Project Manager

·           Implemented the e-technology strategy for online booking of vacations

·           Enabled development of MLT Vacation's web technology by creating MLT's Vacation website, allowing consumers to book vacations online, reducing agency commissions

·           Developed infrastructure for co-hosting the MLT travel consumer and business travel site and negotiated contracts for the hosting of the web-site, saving the company 12%