KUSUM GAUR

I am a seasoned CRM professional with 14+ years of diverse domain experience in Telecom, Media and Consumer Goods, Insurance, Energy and Call Center in leading CRM products e.g., Salesforce, Siebel. Well versed in all phases of software project lifecycle from design till production roll out, with expertise in requirement gathering and designing phase. Self-driven individual with sound technical, presentation and communication skills.

• High performer Award (Accenture)
• High Performer Award (Client Project Delivery)
• Quality Delivery Award (Accenture)
• On the Spot Client Recognition (TCS)
• TCS Gems (Project Coordination)
• TCS Star Performer (Saudi telecom)

• INFOSYS PVT. LTD., Business Analyst - DIGITAL TRANSFORMATION, 07/2022, Present, Rajiv Gandhi Technical University, B.E. (Computer Science), 2005, HONORS (83%), M1 Limited is a Singaporean telecommunications company and one of the major telcos operating in the country. As a business analyst, I proactively engaged with product owners in the business conversations that includes probing queries, providing more examples to open the floor for suggestions on various business use cases during discovery calls. I have worked closely with solution architects and component designers to ensure they are developing and designing the functionality which is aligned with business requirements. My current assignment involved identifying and analyzing the 'As-is' model of the process, understand the gaps for a better 'To-be' model to align business needs in a legacy to digital transformation, collaborating with UAT stakeholders, SIT team and process team for verification of functionality.
• ACCENTURE SOL. PVT. LTD., Team Lead - PHARMA MODERNIZATION, 04/2018, 02/2019, Salesforce Admin, Salesforce Vlocity, Siebel EIM (Oracle), Siebel Admin 8.0 (Oracle), Siebel Script and eAI (Oracle), Salesforce Admin Essentials, Salesforce Platform Developer I, ITIL v3 Foundation, Oracle Siebel 8.0 Consultant, Implemented pharma modernization using Salesforce sales and service cloud for leading health care services company, specialized in distribution of pharmaceuticals and medical products. My roles and responsibilities included leading offshore team and coordination of daily tasks and standup calls. Preparing client project reports, metrics and deck for monthly performances and client coordination. Resolving on the spot release and functional issues with salesforce configuration.
• ACCENTURE SOL. PVT. LTD., Team Lead - DEUTCHE TELEKOM, 09/2017, 03/2018, This project is developed in Siebel eCommunications providing wireless services to mobile subscribers in Greece. Plan, design, execute and report software tests. Supervise a team of software testers and reporting issues in functionalities. Review business / software requirements and provide inputs in mapping in the application, review test plans and managing teamwork, onshore coordination.
• HIG - HARTFORD, Tech lead, 03/2012, 11/2014, The Hartford is leading provider of life insurance, group and employee benefits and homeowner insurance. Project is developed in financial domain collecting non-life insurance policies, claims and agent information. I worked as project tech lead and my role involved impact assessment of requirements, designing, and developing requirements, coordination with BA for optimal solutioning. Involved in creating/reviewing tech-specs, project workforce hiring and onsite coordination.
• ENI, Technical Designer, 03/2012, 11/2014, ENI DOMM called 'Dual Offer Middle Market' is a new CRM, MDM & Billing platforms qualified to management of Gas & Power Commodities for the Middle Market segment and Residential (about 6 Million Customers). Worked as technical designer looking into estimation, implementation of the requirement, guiding peers, analyzing changes and done proof of concept.
• TATA CONSULTANCY SERVICES, Module lead - Warner Bros., 12/2009, 06/2010, WB is hallmark in entertainment and media sector having distribution business of DVD/Blue Ray/CDs of HD movies. The project caters to the requirement of Account/Opportunity Mgmt, in Consumer goods application in multilingual environment. Working as techno functional lead, I have worked upon major requirements discussing designing business flows with client business owner, worked on customization, UI to data layer designing. Giving UAT demos to business users and working as a business analyst to map functional and technical feasibility.
• TATA CONSULTANCY SERVICES, Business Analyst - Saudi Telecom, 04/2009, 12/2009, Smoke, Functional, Regression and System testing of the Aljawal telecom application at client site, Bahrain. Giving demos to the client and giving transition to technical team for functionality. My role and responsibilities included requirement analysis, environment testing, documentation, designing test scenarios and execution of test cases.
• TATA CONSULTANCY SERVICES, Techno functional lead - Saudi Telecom, 07/2007, 04/2009, Techno functional lead done successful Implementation of eCommunications Multilingual application in both (Arabic and English). Implementation of complete Customer Number Management System (NMS) for Landline customers starting from requirement gathering till completion. Extensively worked on UI & Business validations through customization and using Out of the box functionality. Analysis of new requirements and their impact on existing functionality. Guiding system and UAT testers to validate the functionality and giving demos to production users.
• INSIGHT, CRM Analyst, 06/2006, 06/2007, INSIGHT was a joint hub for keeping sales activities in one centralized system for managing the sales pipeline. Maersk have logistics business and hallmark in Cargo and freight work with huge number of Containers to ship the goods. Configured Siebel ebusiness application and done validation on Creation, Modifying and aging of Opportunities stages and thus streamlining the sales pipeline. Interact with business analyst to understand day-to-day business processes. Worked on Siebel Mercury Accelerator and performed functional testing of the application. Responsible for Design specification of Change Requests their analysis and application customization.