Amit Kumar Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Leading a team of Senior Salesforce developers, Senior Business analysts, Test Leads, Senior Functional consultants to achieve digital transformation for Centelon clients, currently leading Origin IT Support team and multiple implementation programs.► Reporting to the head of Origin IT Business Enablement, I am responsible for managing the BAU support team which include onsite and offshore developers, salesforce admin, test leads and multiple systems including Salesforce, Zuora, Ownbackup, Pendula etc. ►Led a delivery team of developers and functional consultants and delivered a Partner Community Portal for Origin LPG business. ►Working closely with internal architect on Salesforce data model and security to ensure internal policies for data governance and privacy guidelines are adhered to while extending the system access to Partner community members.►Develop solution and build configuration to automate existing processes using salesforce out-of- the- box and custom solution tools including but not limited to Process Builders, Lightning Flow and Lightning Custom Component. ►Provide technical leadership to Salesforce developers, assist internal business analysts and tester in writing user stories and testing scenarios and support the Change Manager in writing and updating the existing training documents. ►Also, responsible to run the daily stand-up with the project and BAU team and showcase session with the wider business as needed.

Melbourne, Victoria, Australia

Led a team of Salesforce and Mulesoft developers to achieve digital transformation for the City of Whittlesea Planning Application greenfield project to drive Customer experience and cost efficiencies.► Manage stakeholder relationships and ensure that everyone on the Scrum Team understands goals, scope, and product domain.► Architectural Thought Leadership for strategic relationships and provide advice to executive-level stakeholders and adopt a customer-first approach. ► Salesforce Solution Architecture and Implementation for Capturing and prioritizing business requirements, functional and non-functional by gathering user requirements from clients and conducting regular meetings and presentations with key stakeholders.► Provide technical leadership to Salesforce and Mulesoft developers by converting the functional requirements into a workable solution while ensuring that solutions aligned with client strategies and future roadmap.► Provide training and guidance on the developed solution to Cow stakeholders while helping them to build the digital roadmap. ► Help the Product Owner in managing the product backlog.► Facilitating Scrum events as requested or needed throughout the project.► Work with the team to understand blockers, work with the business stakeholders to remove them.► Leading and Coaching the clients in Agile framework and delivery methodology. .

Melbourne, Australia

𝙇𝙚𝙙 𝙖 𝙘𝙤𝙢𝙥𝙧𝙚𝙝𝙚𝙣𝙨𝙞𝙫𝙚 𝙥𝙧𝙤𝙟𝙚𝙘𝙩 𝙩𝙤 𝙚𝙣𝙝𝙖𝙣𝙘𝙚 𝙩𝙝𝙚 𝙚𝙢𝙗𝙚𝙙𝙙𝙚𝙙 𝘾𝙍𝙈 𝙥𝙡𝙖𝙩𝙛𝙤𝙧𝙢, 𝙧𝙚𝙛𝙞𝙣𝙚 𝙩𝙝𝙚 𝙥𝙧𝙤𝙙𝙪𝙘𝙩 𝙗𝙖𝙘𝙠𝙡𝙤𝙜, 𝙙𝙚𝙫𝙚𝙡𝙤𝙥 𝟱𝟬𝟬+ 𝙨𝙤𝙡𝙪𝙩𝙞𝙤𝙣 𝙙𝙚𝙨𝙞𝙜𝙣 𝙙𝙤𝙘𝙪𝙢𝙚𝙣𝙩𝙨, 𝙘𝙧𝙚𝙖𝙩𝙚 𝙥𝙧𝙤𝙘𝙚𝙨𝙨 𝙢𝙖𝙥𝙨 𝙖𝙣𝙙 𝙚𝙣𝙨𝙪𝙧𝙚 𝙗𝙚𝙨𝙩-𝙥𝙧𝙖𝙘𝙩𝙞𝙘𝙚 𝙜𝙪𝙞𝙙𝙚𝙡𝙞𝙣𝙚𝙨 𝙬𝙚𝙧𝙚 𝙖𝙙𝙝𝙚𝙧𝙚𝙙 𝙩𝙤 𝙗𝙮 𝙩𝙝𝙚 𝙤𝙣-𝙖𝙣𝙙-𝙤𝙛𝙛𝙨𝙝𝙤𝙧𝙚 𝙙𝙚𝙫𝙚𝙡𝙤𝙥𝙢𝙚𝙣𝙩 𝙩𝙚𝙖𝙢𝙨. 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙞𝙣𝙘𝙡𝙪𝙙𝙚:► Captured and prioritised business requirements, functional and non-functional by gathering user requirements from existing artefacts and conducting meetings with 20+ key stakeholders.► Utilised a collaborative approach within the delivery team of 10, conducting workshops to encourage engagement during the requirements stage and facilitate quality outcomes.► Developed functional documentation and 300+ management plans, translating data into flow diagrams to ensure comprehension and understanding was obtained.► Participated in team retrospectives, involving actively identifying continuous improvement opportunities to produce end-to-end solutions across 5 retail platform systems.► Maximised business outcomes by automating processes using Salesforce, leading to an improvement in the customer experience and reduced expenditure.► In conjunction with internal and external trainers wrote and delivered training material for 100+ business users on Salesforce technology functionalities.► Received recognition from the project sponsor and owner for a distinct ability to translate the functional requirements to the project developers, enabling delivery within time and budget milestones.

Melbourne, Australia

𝘾𝙤𝙤𝙧𝙙𝙞𝙣𝙖𝙩𝙚𝙙 𝙬𝙞𝙩𝙝 𝘽𝙪𝙨𝙞𝙣𝙚𝙨𝙨 𝘼𝙣𝙖𝙡𝙮𝙨𝙩𝙨 𝙩𝙤 𝙪𝙣𝙙𝙚𝙧𝙨𝙩𝙖𝙣𝙙 𝙗𝙪𝙨𝙞𝙣𝙚𝙨𝙨 𝙣𝙚𝙚𝙙𝙨, 𝙗𝙪𝙨𝙞𝙣𝙚𝙨𝙨 𝙪𝙨𝙚𝙧 𝙨𝙩𝙤𝙧𝙞𝙚𝙨, 𝙚𝙡𝙞𝙘𝙞𝙩 𝙩𝙚𝙘𝙝𝙣𝙞𝙘𝙖𝙡 𝙧𝙚𝙦𝙪𝙞𝙧𝙚𝙢𝙚𝙣𝙩𝙨, 𝙧𝙚𝙫𝙞𝙚𝙬 𝙖𝙣𝙙 𝙥𝙧𝙤𝙫𝙞𝙙𝙚 𝙛𝙚𝙚𝙙𝙗𝙖𝙘𝙠. 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙞𝙣𝙘𝙡𝙪𝙙𝙚𝙙:► Organised workshops with 10 business and technology teams to translate business requirements into technical functional requirements. ► Maintained the technical user stories within an AGILE Scrum team of 10 , working closely with the business, digital team, infrastructure, technical testers and developers.► Collaborated on 500+ solution designs with 20+ stakeholders, including solution architect, designers, software developer and tester.► Identified gaps and interpreted outcomes in a manner that was clear, concise and action-driven, creating achievable enhancements to enable retention and growth.► Facilitated improvements to the customer experience through the application of new technologies and enhancement to current platforms.► Oversaw continuous enhancements upon project completion which received several ‘Shine’ awards.

𝘿𝙞𝙧𝙚𝙘𝙩𝙚𝙙 𝙨𝙮𝙨𝙩𝙚𝙢 𝙩𝙧𝙖𝙣𝙨𝙛𝙤𝙧𝙢𝙖𝙩𝙞𝙤𝙣 𝙖𝙣𝙙 𝙙𝙖𝙩𝙖 𝙢𝙞𝙜𝙧𝙖𝙩𝙞𝙤𝙣 𝙥𝙧𝙤𝙟𝙚𝙘𝙩, 𝙙𝙚𝙫𝙚𝙡𝙤𝙥𝙞𝙣𝙜 𝙛𝙪𝙣𝙘𝙩𝙞𝙤𝙣𝙖𝙡 𝙨𝙤𝙡𝙪𝙩𝙞𝙤𝙣𝙨 𝙤𝙣 𝙎𝙖𝙡𝙚𝙨𝙛𝙤𝙧𝙘𝙚 𝙎𝙚𝙧𝙫𝙞𝙘𝙚 𝙖𝙣𝙙 𝙎𝙖𝙡𝙚𝙨 𝘾𝙡𝙤𝙪𝙙, 𝙞𝙣𝙩𝙚𝙜𝙧𝙖𝙩𝙞𝙣𝙜 𝙎𝙖𝙡𝙚𝙨𝙛𝙤𝙧𝙘𝙚 𝙞𝙣𝙩𝙤 𝙗𝙞𝙡𝙡𝙞𝙣𝙜 𝙖𝙣𝙙 𝙙𝙞𝙜𝙞𝙩𝙖𝙡 𝙥𝙡𝙖𝙩𝙛𝙤𝙧𝙢𝙨. 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙞𝙣𝙘𝙡𝙪𝙙𝙚:► Ensured that solutions aligned with strategies through a customer lens and created value for the business.► Reviewed testing artefacts, including test cases, requirements traceability matrix, and test coverage.► Functioned as the first point of contact for 4 external vendors regarding all technical defects triage, identified technical severities and engaged in the overall defect management process.► Managed change processes and transitioned planning through the coordination of workshops to review design and solution options, training gaps and other process requirements.

𝙇𝙚𝙙 𝙖𝙣𝙙 𝙙𝙚𝙫𝙚𝙡𝙤𝙥𝙚𝙙 𝟲 𝙝𝙞𝙜𝙝 𝙥𝙚𝙧𝙛𝙤𝙧𝙢𝙞𝙣𝙜 𝙩𝙚𝙖𝙢𝙨 𝙩𝙤 𝙖𝙘𝙝𝙞𝙚𝙫𝙚 𝙨𝙖𝙡𝙚𝙨, 𝙨𝙚𝙧𝙫𝙞𝙘𝙚 𝙖𝙣𝙙 𝙧𝙚𝙩𝙚𝙣𝙩𝙞𝙤𝙣 𝙜𝙤𝙖𝙡𝙨. 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙞𝙣𝙘𝙡𝙪𝙙𝙚:► Developed targets to meet 5 operational objectives, building strategies to incrementally improve results.► Managed overall staff productivity to ensure targets met Contact Centre Service Delivery functions.► Worked directly with the General Manager to control and reduce overall expenses under budgets.► Modelled efficient and courteous service delivery and effective dispute resolution practices. ► Ensured the portfolio of hardship customers were appropriately assessed, supported and satisfied. ► Applied statistical measures to work-flows for resourcing, rostering, scheduling, and performance measurement.► Awarded for effective leadership with several commendations for ‘Best Team Leader”.

𝘾𝙧𝙚𝙖𝙩𝙚𝙙 𝙚𝙣𝙚𝙧𝙜𝙮 𝙖𝙣𝙙 𝙢𝙤𝙢𝙚𝙣𝙩𝙪𝙢 𝙩𝙝𝙧𝙤𝙪𝙜𝙝 𝙖𝙘𝙘𝙤𝙪𝙣𝙩 𝙖𝙣𝙙 𝙘𝙖𝙢𝙥𝙖𝙞𝙜𝙣 𝙢𝙖𝙣𝙖𝙜𝙚𝙢𝙚𝙣𝙩, 𝙚𝙣𝙨𝙪𝙧𝙞𝙣𝙜 𝙖 𝙨𝙢𝙤𝙤𝙩𝙝 𝙥𝙧𝙤𝙘𝙚𝙨𝙨 𝙩𝙤 𝙙𝙧𝙞𝙫𝙚 𝙩𝙝𝙚 𝙜𝙧𝙤𝙬𝙩𝙝 𝙤𝙛 𝙘𝙡𝙞𝙚𝙣𝙩𝙨 𝙖𝙣𝙙 𝙛𝙪𝙡𝙛𝙞𝙡 𝙤𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙖𝙡 𝙖𝙣𝙙 𝙗𝙪𝙙𝙜𝙚𝙩 𝙤𝙗𝙟𝙚𝙘𝙩𝙞𝙫𝙚𝙨. 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙞𝙣𝙘𝙡𝙪𝙙𝙚:► Assisted with the development and execution of 4 marketing campaigns.► Coached 6 Team leaders to fulfil the strategic vision of excellence in customer care, conducting regular performance reviews to develop overall team capacity and deliver on KPI’s.► Implemented 30+ new processes to enhance workflow and productivity, improving call-centre service delivery.► Enforced understanding of and compliance with health and safety regulations and internal policies. ► Influenced customer relationships at all decision-making levels to resolve issues with services.► Designed and communicated reporting requirements including targets, specific data, and projected outcomes.

𝙈𝙖𝙣𝙖𝙜𝙚𝙙 𝙖 𝙧𝙤𝙩𝙖𝙩𝙞𝙣𝙜 𝙥𝙤𝙧𝙩𝙛𝙤𝙡𝙞𝙤 𝙤𝙛 𝟲 𝙘𝙡𝙞𝙚𝙣𝙩𝙨, 𝙞𝙣𝙘𝙡𝙪𝙙𝙞𝙣𝙜 𝙊𝙧𝙞𝙜𝙞𝙣 𝙀𝙣𝙚𝙧𝙜𝙮, 𝘼𝙂𝙇 𝙀𝙣𝙚𝙧𝙜𝙮, 𝘼𝙪𝙨𝙩𝙧𝙖𝙡𝙞𝙖𝙣 𝙐𝙣𝙞𝙩𝙮, 𝘼𝙈𝙀𝙓 𝙖𝙣𝙙 𝘾𝙞𝙩𝙞𝙗𝙖𝙣𝙠 𝙇𝙞𝙛𝙚 𝙄𝙣𝙨𝙪𝙧𝙖𝙣𝙘𝙚. 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙞𝙣𝙘𝙡𝙪𝙙𝙚𝙙:► Generated and analysed 6 reports to provide feedback relating to KPI progressiveness.► Designed individual development plans for 70+ team members, supporting achievement with effective one-on-one mentoring, leadership and identification of learning needs.► Oversaw administrative tasks including the provision of payroll support, advice and clarification. ► Analysed and interpreted statistical information to gather and report upon future planning and demand.► Responded to escalated calls from customers to adequately resolve grievances regarding services or products.► Instigated improvement strategies to mitigate risk, enhance compliance and deliver quality service per budget and timeline objectives.

Melbourne, Victoria, Australia