Pradip Banerjee

PRADIP BANERJEE Mobile: 9836988889(India) Email: [email protected]; [email protected] India Address: Kolkata Address:FC 49, Sector 3, Kolkata, West Bengal, 700106 Greater Noida Address: DD 4, Eldeco residency Greens, sector phi Career Summary • Pradip is a postgraduate and a Certified SCRUM Master (CSM) with over 10 years of competent expertise in Service delivery, CRM Consulting, Cloud computing, Business Research and Sales support functions. • Pradip’s background includes managing successful teams & engagements in large-scale, enterprise environments delivering high impact projects and products, leading business strategy, and maximizing investment in people, process and technology. He also has solid background cloud computing and has worked in salesforce.com, Siebel –on-demand and other cloud based platforms. • Managing Presales and Marketing Support functions. • Managing enterprise level Salesforce.com consulting & implementation engagements across business - SFDC CRM implementation across industry verticals as well as business processes - Handling end-to-end Project management tasks across the various phases - Expertise in automating sales/marketing processes. - Deep knowledge of the salesforce.com implementation life cycle process, including business process analysis and requirements understanding, solution architecture & data modeling. • Collaborating with Business users for strategic alignment of IT systems with business processes. • An effective leader with strong interpersonal, leadership, analytical and relationship management skills. Business Skills • CRM and Sales Force Automation (SFA). • Project delivery through SCRUM Agile approach • Service Delivery management • Client Relationship and Requirements Gathering • Telecom Operation Management (BSS) • Understanding of SaaS based software and Cloud computing. • Business Research and Account Planning (Research, analytical, strategic skills) • Presales Support and Information research 1. Work with Sales Personnel to provide product, business and technical knowledge in support of pre-sales activities. 2. Responsible for staying abreast of product roadmap as well as understanding the scenarios, features and functions within each of the products and how these are applied to address business and technical problems. This includes interacting with Product Management and Development on an on-going basis to stay current. 3. Attendance at conferences and working with Subject Matter Experts, and research to stay on top of changes in business issues/requirements/regulations/Technology and understand where the market is going. 4. Responsible for staying current on competitive analyses and understanding differentiators between the company and its competitors. 5. Responsible for preparing for meetings and tailoring communications to address business needs of potential clients as part of the pre-sales process. • ITIL Process Management and Data Analysis. IT Skills • Salesforce.com CRM • Lead management (Lead qualification, lead process, lead pipeline management, webtolead) • Account and Opportunity Management (Opportunity pipeline , forecasting, opportunity stage qualification) • Case management • Campaign management • Case Management (case qualification, webtocase, case escalation etc) • Reports and dashboard management • Data management (data upload, data clean etc) through apex loader • Customer and partner portal setup • Cloud computing and Force.com skills • Implementation & customization – org, corporate, profile and user design & deployment • Custom application development including custom fields, workflow, approvals, page layouts, custom record types and reporting/dashboards • Data integration utilizing Boomi, Informatica On Demand and Salesforce's Data Loader • Marketing automation utilizing Google AdWords & Web-to-Lead • Implementation of AppExchange products • Customer Service & Support (implementation & configuration) • Profile & user management • Force.com Builder: Custom objects, fields, relationships, hierarchies, user interface and business logic, workflows & approvals, triggers, controllers, validation rules. • Visualforce pages to enhance the interaction between the User Interface and the Force.com Platform • Force.com sites, partner portal , Customer portal settings • Apex to further enhance business logic. Level of competency: Beginner. • Other IT Skills • ERP tool : SAP SD • Programming language : C, Javascript, HTML • Web Analysis Tool : Web Position Gold • Operating systems: Dos, Windows 98 /2000 / XP • Others: Remedy ticket management tool, Sourceforge Occupational Particulars Since Jan’07 with CapGemini, (Mumbai/Kolkata) as Senior Consultant Company Profile: CapGemini India with more than 75,000 employees globally. Capgemini is a global leader in consulting, technology, outsourcing and local professional services. Project 1: Working as Onsite Senior Business Analyst & SME Salesforce/ force.com SFDC implementation for a Telecom company in Sweden (from June’2010 till date) Project Summary: Ventelo moving up business-critical processes in the cloud. Ventelo has made a strategic investment in the Cloud service from salesforce.com, which is part of the company's effort to build a new corporate marketing and customer service. The solutions will provide Ventelo a better overview of their customers in real time, enhancing collaboration between different business units and improve its customer service. Ventelo has selected force.com in a strategic investment in sales and customer service that will help create a new corporate culture and strengthen its market position. Capgemini has been selected as systems integrator and will implement the solutions from salesforce.com and develop custom applications on the Salesforce development platform, Force.com. • This project has been showcased as a one of the best custom developed telecom application in cloud in dreamforce’ 2010. • Understanding of Client’s E2E business requirements in different phases of telecom operations (CRM and Order entry, Provisioning, Porting, Order management etc) • Closely worked with principal architect on Designing the object model for the BSS order entry solution for the client. • Participate in all clients’ business requirements gathering sessions. • Mapping and documenting business processes in Visio. • Mapping business processes in cloud tool (force.com). • Configuring business processes in Salesforce.com application (assignment rules, workflows, validation, data upload, configuration, Visualforce, approval process etc) • Setting up SFDC Partner portal setup • Understanding integration points with SFDC and iCore ESB integration platform and credit check with D&D database. • To act as the communication conduit between backoffice and client. • Data upload/Migration using apex data loader. • Overall responsibility for SFDC deployment. • Impart training to Client end user and championing the user adoption in SFDC. • Handling project deliverables according to agile and SCRUM approach. Project 2: Working as Onsite Salesforce/ force.com Consultant (cloud infrastructure) implementation for an entertainment company in Denmark (from March’2010 till May’2010) Project Summary: Yousee wanted to improve the customer service by allowing its customers to able to use customer portal. Yousee has made a strategic investment in the Customer Portal and Cloud service from salesforce.com, which is part of the company's effort to build a new corporate marketing and customer service. The solutions will provide Yousee a better overview of their customers in real time, enhancing collaboration between different business units and improve its customer service. • Understanding of Client’s cloud infrastructure requirements • Requirements gathering and analysis • To act as the communication conduit between backoffice and client • Preparing KT plan and imparting KT on force.com cloud platform • Managing offshore development team. • Configuring business processes in Salesforce.com application (rules, workflows, validation, data upload, configuration, Visualforce, approval process etc) • Setting up SFDC customer portal Project 3: Working as Offshore Project lead/ Delivery manager for an Application Maintenance Project for the biggest retail chain in Netherlands (from Aug’2008 to Feb’2010) • To manage day–to-day planning, operations and problem- resolution of a team of Consultants to meet with the required service level components, standards and service targets. • To develop the team to ensure delivery of a consistently superior customer experience by highly accurate and customer-focused service • To act as the communication conduit between Frontliners and Management. • To ensure the delivery of service level components as per SLAs, quality and productivity targets & indicators. • People Management, including all HR related issues, as well as staff development. • Ownership and problem resolution. • Reporting on Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. • To ensure training and development of staff. • To conduct performance appraisal for the team. • To contribute for the initial hiring and selecting process of the front line. Project 4: Worked as an Onsite/Offshore Salesforce.com CRM (SFA) implementation lead for a UK Based Quality Assurance Company project (from Jan’2007 to Jul’2008)  Create the Project plan for the CRM Implementation.  Propose the Business Processes in terms of Marketing & Campaign Management.  Involved in analyzing the business requirements from the Business users and involved in the preparation of the Business Blueprints.  Involved in preparing the functional and technical specifications for the business processes and customization based on the gathered requirements.  Defining Organizational Data Determination.  Campaign Management and Execution Configurations.  Customer Segmentation thru Marketing Attributes and queries.  Designing Questionnaire for Campaign execution.  Configuration, Customization, Implementation and Data Migration of Salesforce.com (SFDC) as per business requirements.  Setting up Lead & Contact Management  Setting up Opportunity pipeline  User management  Setting up workflows and Approvals  Setting up Reports and Dashboards  Customization of profiles/roles/page layout/tabs/objects  Developing applications based on force.com platform  Data migration  Integrating appexchange applications with Salesforce.com  Providing administrative support over 200 users across the globe with multiple languages, currencies, time zones Other Involvement  Presales support  Supporting Cloud computing COE activities  Participating in due diligence, bid and client visit Previous Assignments: Dec’05-Jan’07 Virtusa Inc., Chennai as Business Analyst Virtusa India (Chennai), Virtusa is a global provider of software development and related IT services. Founded in 1996 and headquartered in Massachusetts. Sales and Marketing Support • Up-selling and cross selling through Account Planning. Worked with remote team on account planning and campaign management. • Marketing Campaign Planning and Campaign Analysis • Lead Generation and data management in Salesforce.com • Business Research and Data analysis using databases like Hoovers, Gartner and Capital IQ. Gather, organize, and analyze data - develop Excel spreadsheet models, business cases. • Support on making RFI and RFP Software Delivery and ISG Support Project 1: Worked as an Offshore Business Analyst for Siebel implementation for British Telecom • Participate in problem definition and analysis. • Document and expand business requirements for subsequent technical design. • Facilitate internal and client meetings - actively facilitate/conduct sessions toward requirements definition, understanding, or other goals. • Prepare and deliver client presentations - develop PowerPoint or other format presentations and effectively and clearly communicate contents. • Work effectively in a multi-disciplinary team environment. Dec’02-Dec’05 Atrenta India Pvt. Ltd. Noida as Senior Sales Analyst Setting up (configuration) ,Administration and Training of Salesforce.com CRM • Sales force automation (Lead, Account, Opportunity management) • Lead assigning rules • Workflow according Atrenta's Business processes • Territory assignment rules • Setting up Dashboard Reporting • Marketing campaign management • Integration and Customization using AppExchange platform • Data uploading and cleaning using apex loader • Conducting training for Sales user Sales and Marketing Support • Win-Loss Analysis - Identify the key issues that are costing sales deals, and stay on top of past and emerging competitive trends. • Pipeline Analysis - Easily perform segmented, historical, and rolled-up pipeline analysis for insights to help sales people to drive it forward. • Managing Campaigns and web analytics. • Competitive Intelligence - A structured approach through secondary search and analysis techniques to track Atrenta’s major competitors. Includes definition of major competitors, profiles of competitors, • Daily/weekly/monthly/ad hoc tracking and summary of news related to competitors. Jan’99-Mar’02 Scope eKnowledge Pvt. Ltd. Chennai as Research Executive • Business Information Research - Responsible for tailored Internet search and synthesis services utilizing various secondary information sources (Web, subscription databases, periodicals, etc.) for content development group of the company. Assignments: sify.com, rediff, e-chem.com, sharekhan.com etc. • Market Research - Use of primary and secondary research methods to assist companies in competing effectively in selected markets. Includes overview analysis of company / industry. Market sizing and forecasting; Web surveys including survey design, data analysis and recommendation. Assignments: Murugappa group, Ramco systems etc. • Database Creation and Management - Design, population and ongoing maintenance of content databases. Assignments: sify’s industry portal, NGOs etc. Education 2011 Certified SCRUM Master (CSM) from SCRUM Allaiance 2001 MBA (IT/eCommerce) from ITM Business School 1997 Certificate course in Software Technology from NCST, Mumbai (Now CDAC) Technology 1996 Advanced Diploma in System Management from NIIT, Kolkata 1994 Bachelor of Science from Calcutta University Trainings and Awards • Ad-judged as one of the best internal trainer for salesforce.com cloud technology • Attended Administrator Workshop, CRM data analytic and Sales Force Automation (SFA) training in U.S.A. from world’s leading On-Demand CRM Tool (Salesforce.com). • Attended in SAP SD from CDAC(GOVT OF INDIA) Noida • Siebel 7.7 training from e-pairs (partner for Siebel) • Ad-judged as best account planner for cross and up-selling. • Attended several organization trainings on Project management, ITIL, Communication, Business development etc Membership and Affiliation: Member of All India Management Association (AIMA) and PMI (Project Management Institute) Personal Details Date of Birth 4th July 1974 Passport Details G0829011 valid till 2016 Work permit if any Having Sweden work permit till 2012. Onsite exposure worked onsite with clients in Sweden, Denmark Netherlands, UK and USA Languages Known English, Hindi, and Bengali References Available upon request