Neha Lamba

Mobile: 248.217.1216         Email: neha@mymaadhyam.com          Visa : Green Card https://www.linkedin.com/in/nehalamba

Summary

PMP and Six Sigma Black Belt certified. Oracle CRM expert with 10 years of experience in Functional and Technical Consulting. Held roles such as Solution Architect, Principal Consultant and Business Analyst across multiple projects in different industries and countries. Possess strong end to end implementation and consulting experience. Worked on multiple CRM implementations across medium to large scale projects at client locations.

Professional Skill

v      PMP Certified. 

v      Six Sigma Black Belt Certified.

v      Experienced Oracle CRM On Demand Implementation Specialist.

v      Oracle Certified Right Now CX Cloud Service Implementation Specialist.

v      Oracle Certified BPM 11g Implementation Specialist.

v      Strong experience in leading CRM implementation projects from requirements gathering until delivery and post roll out support

v      Experienced solution delivery lead for various phases of the project.

v      Experienced in conducting workshops, preparing function specifications, proof of concepts, traceability matrix, application & reports configuration.

v      Strong business analysis and techno functional consulting experience across multiple industries.

v      Pro-active in engaging and supporting range of stakeholders throughout the project life cycle including change management, business design and technology team.

v      Expertise working in onshore-offshore model and cross-functional teams of project delivery.

v      Experienced working in both Agile and Waterfall models.

v      Excellent communication skills and a strong team player with strong leadership qualities.

v      Quick in adapting and developing expertise in any technology as required by the client.

 

Core Competencies

v   Techno-Functional Skills	v     Application Configuration	v  Reports Design
v   Detail Oriented	v     Application Integration	v  Requirement Analysis
v   Business Analysis	v     Data Mapping	v  Requirement Workshops
v   CRM Functional Knowledge	v     Cross Functional Co-ordination	v  Project Plan & Effort Estimation

Professional Experience

Oracle Applications Contractor, Australia  Jan 2014 – May 2015

Project: National Australia Bank, Melbourne Role: Oracle CRM & BPM Solution Implementation Specialist

Designation: Senior Principal Consultant (Represented Oracle Consulting at NAB)

Description: Personal Banking Origination Platform (PBOP) 1.0 Release is NAB's new initiative in NextGen Transformation Project. The PB Origination Platform is the new platform for the bankers to originate and fulfil all of the consumer products. This release would help address customer and banker pain points by simplifying and streamlining the end to end process of Origination and Fulfilment of the consumer product suite.

Responsibilities:

v      Automating CRMOD deployments across NAB Environments reducing implementation time from 6 weeks to 3 days.

v      Contributed as a Lead BPM Configuration Consultant in the workflow stream and CRMOD SME for NAB Enterprise Configuration Team. 

v      Spearheaded the Origination and Servicing Process configuration across Oracle Applications like BPM (Business Process Management), OBP (Oracle Banking Platform) and OES (Oracle Entitlement Server).

v      Played a role of a techno-functional consultant in the workflow stream to lead the configuration and implementation of BPM application.

v      Author of workflow detail design, configuration and rationale documents.

v      Managed end to end workflow solution configuration across various applications and facilitated the workflow solution deployment across multiple environments.

v      Managed CRMOD solution development and deployment. Collaborated with appropriate resources for maintaining environments and resolving problems.

 

 

CRMIT Solutions, AustraliaFeb 2012 – Dec 2013

Project: National Australia Bank, Melbourne Role: CRM Lead Functional Consultant

Designation: Senior Principal Consultant (Represented Oracle Consulting at NAB)

Description:  The bank used CRMOD for Customer Relationship Management, Customer Communications and Servicing as part of its vision to have a single source of truth and a 360 degree view of the customer. This included integration of CRMOD with Oracle OBP, Siebel OCH, Oracle Securities, Portal and bank’s legacy systems.

Responsibilities:

v      Participated in multiple process workshops to define and map the working strategy of NAB’s following processes: UBank customer management and request for service.

v      Participated in requirements elicitation workshops to understand new requirements.

v      Designed the CRM solution and worked with various streams to design an end to end and scalable solution that has since been implemented successfully.

v      Author of multiple Functional Specification Documents (FSD) and Technical Specification Documents (TSD) with detail design of CRMOD object wise solution and reports & dashboard configurations.

v      Lead the CRM solution walkthrough workshops with various client streams and reviewed multiple High Level Design (HLD) and Interface specs (IS) for multiple streams.

v      Managed CRMOD development and deployment. Managed the onshore and offshore teams to be in sync with project design and development phases.

v      Facilitated system integration tests and user acceptance test by reviewing the test cases and worked closely with the team to resolve defects/enhancements requests.

v      Lead and co-ordinated interaction with internal/external stakeholders like different application streams, project test team, client’s team etc. as the single point of contact.

v      As Oracle CRMOD product SME, advised business about new features with every product release to ensure business benefits from the use of new features.

 

CRMIT Solutions, India Aug 2010 – Feb 2012

Project: CRM on Demand Enhancements for Standard Chartered BankRole: Lead Functional Consultant

Platform: Oracle CRM on Demand, Oracle Answers

Description:  The bank uses CRM on Demand for its sales operations and client revenue management. The project was an enhancement phase to the existing utility of CRM on Demand. This included integration of CRMOD enhancements with their Revenue Management Application.

 Responsibilities:

v      Prepared the functional solution and technical specification documents to meet the business requirements.

v      Designed the detailed and low level solution design with a team of senior Solution Architects.

v      Configured attribute level mappings between legacy systems and the new system understanding the business and technical significance of each attributes.

v      Worked with core technical team to get the requirements developed and delivered by playing a techno functional role.

v      Built various key reports using hosted OBIEE solution of the product to meet the business requirements.

v      Lead the delivery team of 3 members during the build phase for delivering the project scope on time with zero to minimum defects.

v      Prepared training materials and managed ‘Administrator Training’ sessions. Worked closely with change management team to review the end user training materials.

 

Project: Telesales for Rainbow Financial ServicesRole: Functional Consultant

Platform: Oracle CRM on Demand, CTI and Oracle Answers

Description: The CRM application was for the telesales division of the financial institution. CRMOD was designed to facilitate their outbound calling, tracking their telesales activities and build a master database of contacts financial history. The application is being used by their teams in India and Vietnam.

Responsibilities:

v      Conducted requirements workshops and facilitated Business Requirements Document (BRD) Development.

v      Designed the detailed and low level solution design with a team of Solution Architects.

v      Prepared detailed process maps, use cases & data model design using MS Visio.

v      Implemented CRMOD configuration and built reports & analytics solution.

v      Facilitated data import and custom components development. Supported the system integration and user acceptance testing.

 

Project: New CRMOD Implementation at Carlson Wagonlit (CWT) Role: Business Analyst

Platform: Oracle CRM on Demand, Oracle Answers, Email Marketing On Demand

Description: The CRM application is for the advertising division of the travel company. CRMOD was designed to streamline their sales and marketing activities in turn helping them increase their revenue every quarter.

Responsibilities:

v      Participated in requirements elicitation workshops.

v      Prepared the solution mapping and design with Senior Architect.

v      Configured CRMOD application and developed reports & dashboards. Performed data import and created user manuals.

 

Project: CRM Solution Support and Enhancements Delivery for ANZ BANK, Vietnam Role: Business Analyst

Platform: Oracle CRM on Demand, Oracle Answers

Description: The CRM application is for the sales division of ANZ Bank.

Responsibilities:

v      Understanding and analysing new enhancement requests in collaboration with senior consultants.

v      Provided Production support and hot fixes for any issues identified during support phase.

v      Configured the product to meet enhancement requirements and updated the design workbooks.

v      Executed unit and system test cases.

 

Oracle India Pvt. Ltd, India Nov 2006 – Dec 2009

Role: Oracle ERP & CRM on Demand Sales Rep

v      Successfully closed net new deals for Oracle CRM & ERP within a given sales territory in North America.

v      Effectively coordinated with consultants to analyse customer business requirements and position Oracle solutions.

v      Successfully identified net new customers for Oracle's application products within a given sales territory in North America. This was achieved by developing and executing effective campaigns in reaching top-level executives and line-of-business (LOB) managers about the benefits of Oracle's products.

 

 Convergys India Services Inc. , IndiaFeb 2005 – Nov 2006

Role: Senior Technical Support Officer

v      Provided Microsoft Windows XP technical support to customers in United Kingdom, Ireland and US.

v      Achieved a high level of customer satisfaction working in the special Abandon team, by providing technical support to irate customers.  Received various positive customer testimonials and surveys.

 

Key Achievements

 

v      Received Enterprise wide appreciation and award for automating CRMOD deployments across NAB Environments.

v      Consistent performer with appraisal rating as ‘Exceeding Expectations’. Recognised as key performer and contributor by customers in all projects worked so far.

v      Awarded as “Rising BA” in June 2012 from CRMIT.

v      Won Oracle Superstar BDC award for Fiscal Year’08 and ‘09 (India hub). Won Most Valuable Player (MVP) for Q2 FY08.

v      Achieved 153% of Sales target and over US $600k in revenues in FY08 (Oracle).

v      Won multiple awards at Convergys including “Star of the Month”, Quarterly Champ” and Best Csat of the Quarter” from Microsoft.

Technology

 

CRM Cloud Application	Oracle CRM On Demand R26, On Demand Marketing, EMOD
CX Service Cloud	Oracle Service Cloud (RightNow CX)
Analytics Oracle Applications	Oracle hosted OBIEE reporting R26 Siebel Enterprise 8.0, Oracle BPM 11g, Oracle Entitlement Server (OES), Oracle Documaker, Oracle Banking Platform (OBP).
Service Management	BMC Remedy
Project & Lifecycle Management	MS Project Standard, HP ALM
Documentation & Presentation	MS Office (Word, Excel, PowerPoint, Visio)

Education

 

2005Bachelor of Science Information Technology, Amity Sikkim Manipal University

2011 Six Sigma Black BeltAnexas Consulting

2015      Project Management                                                                                                                  PM Training, USA