K. Praveen Kumar

Client: Common Wealth Bank of Australia (CBA)

First Point – Complaints and Feedback

Project Description: Common Wealth Bank is committed in developing a system, which efficiently automates the process of handling customer complaints and feedback mechanism, where customer contact bank’s complaints and feedback team, which gives the bank the chance to investigate and address the customer problems quickly and aim to find a resolution that’s fair and reasonable. In doing so, customer expect that the bank will uphold its complaint handling principles each and every time.

Responsibilities:

• Collaborating with Business Analysts to understand business requirements and ensure on-time closure of use cases.

• Prioritized projects and project tasks depending upon key milestones and deadline dates.
• Developed custom solutions based upon clients' strict requirements.
• Led team of 4 Developers to implement Pega-Based solutions for Project.

• Involved in Designing and implementing user interfaces using Case Life Cycles, flows, flow actions, Sections, Harnesses, and Preparing Technical Design Documents.

• Working on backend logic to implement business processes.

• Worked on Data Transforms, Activities, Data pages, and Integration Services.

• Worked on job schedulers and Queue Processors.

• Involved in Unit Testing and Bug Fixing Activities.

• Giving a demo of the implemented user story to the clients.

• Client: Paccar Automobiles US
• Next Generation Warranty Claims
• Project Description: PACCAR’s in-house warranty management solution - PACCR New Generation Warranty application will be primarily used by business users to maintain warranties, claims, Pre-delivery inspection records and other related records for easy maintenance and management. Business users primarily include dealers for PACCAR, and internal users (users are divided into 3 divisions in US namely - Kenworth, Peterbilt and KenMex). This will allow business for easy maintenance of claims in real time which will be available instantly in system for further processing thus lessening business wait time and improving performance.
• Responsibilities:
• · Involved in Business Requirements discussion and grooming user stories for future sprint.
• · Performed Code Reviews to team members and ensure Guardrails compliance with application quality, coding, UI and Corporate standards.
• · Created Activities Validations and Flow Actions for implementing core business logic.
• · Involved in preparation and execution of unit test cases.
• · Fixed high priority issues within timeline Analyzing Business Requirements and Technical Requirements.

• Client: Cisco Pvt Ltd
• Project Description: Application deals with cisco products business with partners (Vendors).
• If partners needs to purchase a particular product from a Cisco, partner should access PPP Application. Cisco will process the request of the partner based on their certification details, which is managed in PMA. In Partner Self Service (PSS) application. The partner in PMA accesses same contacts. In PMA, Partner can view the customer satisfaction details (Feedback) which is retrieved from Partner Access Online (PAL).
• Responsibilities:
• · Production deployments of new application/enhancement/defect fixes and maintaining proper documentation (Approach Doc, Design Doc, KT Doc, to ensure Cisco Quality standards and for overall project benefits.
• · Monitoring various aspects of Production System (batch processes, log analysis, and fixing production issues.
• · Providing temporary work around in case of any concern.
• · Monitoring and resolving items from defect tracking system.
• · Involved in efficient client communication to understand business objective of various issues faced by client in production environment and to come up with optimum solution to fix it.

• Client: British Telecom
• Pega Decisioning Project: BT OceanFire – GetNowTV Offers.
• Project Description: Project “Ocean” is outcome of channel sharing deal between BT and SKY Networks. Under the deal, BT will now supply its sports channels - which show UEFA Champions League and Premier League football - to Sky.
• In addition, BT will be able to sell Sky's Now TV service - which includes Sky Sports, Sky Cinema and Sky Atlantic channel -to its customers.
• The deal comes as firms face growing competition from online rivals.
• Responsibilities involved:
• As a Decisioning Engineer, I work individually as well as under the supervision of a Lead Decision Architect in requirement gathering from the Client by being part of stand-up meetings with the analytics team and is responsible for creating work flows, Decisioning Strategies and test solutions.
• Involved in requirement gathering by being part of daily workshops with the analytics team, business analysts and technical architects and have one on one interactions.
• Responsible for creating process flows, views in Pega Express, create access groups and access roles.
• Responsible for creating Pega Decision Strategies in Pega DSM 8.2 for complex business rules using proposition import. switch, set property, iteration, group by, filter, data import, decision tree, decision table, map value, aggregation and other components.
• Implemented Champion Challenger rules to compare the performance of test offers.
• Used Connect REST rule to fetch the web services and SOAP UI to test the external service.
• Created strategies with Pega Analytics capabilities as per Business rules to get next best offers in NBAA.
• Provide User Story Demo in Playback and Show & Tell sessions to Business & Product owners and work on the feedbacks.
• Perform unit testing using data transforms and integration testing using SOAP UI.

• Client: Morgan Stanley.
• Sword –Resolution and Recovery Program (RRP).
• Project Description: The Resolution and Recovery Program (RRP) is a regulatory driven initiative. The Title 1 of Dodd Frank regulation requires “Morgan Stanley” to have plan in place to effectively handle resolution and recovery scenarios. To build an effective plan, the firm should have visibility into the service relationships that exist throughout the firm in a resolution scenario, the probable impacts of resolving a particular entity and therefore, effectively plan ahead to recover from the situation.
• Responsibilities:
• · Interacted with BA and Project Manager to understand the business process, identify enhancements and gather Business Requirements.
• · Creation of flow actions, html rules based on the business requirement.
• · Worked on Activities in creating the business logic.
• · Effectively using the Tracer tool and Clipboard to quick fix the defects that we get from Client.
• · Participate in customer demonstration sessions.

• Client: Optum-Rx
• Pharmacy Benefits Management – PBM
• Project Description: The company provides pharmacy benefit management (PBM) services to health insurers, managed care organizations, employers, unions, and other clients, representing more than 10 million members nationwide. Its services range from formulary management and benefit design to pharmacy network management, online reporting, and claims processing. The company also operates two mail-order pharmacies and provides specialty pharmacy services for high-cost biotech drugs. Founded in 1993, Prescription Solutions is a subsidiary of UnitedHealth.
• Responsibilities Involved:
• Analyzing Functional Specifications.
• AS/400 application support.
• Involved in Analysis.
• Test according to Technical Specification Document, Data Conversion.
• Manage, and organizing Functional test cases into test plans.
• Helps in Maintaining traceability
• Prepare test cases.