Satbir Kaur Email & Phone Number

Melbourne, Vic, Au

Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Experience with designing and implementing end to end MVP (Minimal Viable Product) ERP Solution (Salesforce Sales Cloud, Service Cloud, CPQ, PSA, SCM and Financial Force) | Agile Delivery• Lead and took ownership over business problems and requests until resolution. Displaying an understanding of the business priorities and applying that prioritization to your own work. Mentoring colleagues’ professional development in technical skills and industry best practices• Deep understanding and experience managing all phases of the product• Worked closely with the implementation partner (Agilyx / Financial Force) and development team to customize, develop, design, and manage ongoing system solutions to meet company goals• Participated in Sprint Planning, Daily Scrum Stand Up, and Sprint Retrospective meetings.• Performed gap analysis to identify opportunities for process improvement or management control of workflow• Documented Customer Journey Maps, working prototypes and workflow diagrams in VISIO to facilitate better system understanding (AS IS and Future State)• Experience of Salesforce configuration (creation and maintenance of users, profiles, roles, permissions and dashboards, creation of custom objects, fields and page layouts)• Worked through development and implementation of Salesforce platform integrating with application such as HR Sage People / Micro pay (Sync Employee Data), Okta (Security Layer), talend (Integration layer), Nab Direct link (facilitating Payments), sFiles SharePoint, Docu Sign, Conga, Hub Spot (Marketing App.) and more. • Working with the application architect, functional leads and build lead to create a high-level design of an end-to-end integration solution by defining the flow of data between the applications that must be integrated.• An understanding of object-oriented development practice, CI/CD and/or integration (Tools - Gearset and Bit Bucket)

Melbourne, Australia

• Management of documented processes (Technical and Business Processes), requirements gathering, gap analysis and solution best practices.• Advising management of potential solutions to meet business objectives within the salesforce and IT environment• Planned and conducted requirements elicitation meetings with the business to collect functional and non-functional requirements relating to client's Salesforce technology enhancement and initiatives.• Conducted brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.• Write/develop user stories for testing scenarios for sign off from the project team• identified process repetitions, bottlenecks and infrequent routes• Designed different custom dashboards & Report for various user groups based on their business functionalities and needs.• Work with external IT vendors on system break fixes (Cattle Dog Digital, Salesforce and Financial Force Support Teams)• Redesigned solution for key financial processes such as Price Increase, invoice archiving, direct debit processing, invoice management (Sync issues within Zoura and financial force)• Outlined the organization hierarchy and created profiles, roles accordingly in Salesforce; worked on visibility and security settings around them as required by the business. (User Access Control)• Solutioning case management for finance team to manage financial hardship during COVID19• Designed various types of email templates for auto response to customers. Email to Case, Web to Case, Web to Lead etc. (Salesforce Case Management)• Maintained and populated configuration workbook (Salesforce CPQ)• Design and deployed new subscription-based products, configured products and price book (Salesforce CPQ)• Management of offshore teams for development, testing through to implementation.

Melbourne, Australia

Member Experience Project | MEX• Redesigned Product, Billing and digital processes, streamlining and reducing complexity by establishing a continuous process improvement framework. • Strong requirements gathering experience conducting user interviews & process design workshops and preparing functional documents like user stories, acceptance criteria, use case and solution requirements specification. • Experience documenting functional, non-functional and technical requirements• Collaborated with Product, Customer, Billing & Digital team members to define and develop new product concepts• Demonstrated experience with UI / UX within the Product, Billing and Digital streams• Experience with designing and implementing end to end Billing solution (Financial Force Platform)• Experience with developing complex billing and finance business processes i.e. Shopping Cart payment gateway checkout, Online and Offline Payment Processing, Direct Debit, B2B / B2C payments, Retail store end of day reconciliation, Banking reconciliation etc. • Develop understanding of RACV’s operation in order to build or elaborate on Software customization scope, concepts and end state business needs• Exposure to complex data migration / integration projects and APIs• Experience with creating wire frames• Assisted migration of legacy applications to Sales Force platform• Automated operational workflow by implementing RACV product business line into new processing platform• Cooperated with other project partners to develop system analysis and new system design based on client specifications• Conducted activity-based analysis of business processes and made recommendations based on findings• Prioritized needs and delegated assignments in order to handle multiple tasks simultaneously.• Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance.

Melbourne, Australia

Specialized Business Process Improvement professional responsible for leading the identification key process improvements, developing key performance indicators, implementing best practices across the organization, and ensuring alignment across operating plans and strategic initiatives. Keys areas of focus are on quality management, business analysis and reporting.Initiating projects designed to improve quality, reduce errors and design new business processes. Working with management, operators, work teams, customers and suppliers to gather and analyze information and make recommendations.My skill-set encompasses the following disciplines:Strong skills in Business Process Mapping and Business Process Re-engineeringExcellent communication and interviewing skillsProficient in the use of analytic tools such as data gathering and analysis, spreadsheets, flow-charting and process diagramming. Excellent writing skills to produce reports and presentations.Key Responsibilities:Work closely with clients and the business to identify and analyze core business processes and workflowsFacilitating workshops with SME'sDocumentation of process and work flowsDevelopment of clear and detailed process maps and business requirementsIdentifying issues and risks

North Sydney

Maintain training and quality goals of the contact centre services business unit.Manage and maintain a call quality program for Contact Centre staff utilizing "Best Practice" models of delivering regular and consistent feedback to staff on their progressAnalysis of quality program results and provision of feedback to the Training Team and Contact Centre Leadership regarding individual and group training needsProfessional facilitation and delivery of training programs as requiredProvision of post-training support for new employees – one on one coaching, intensive call quality monitoring and hand-over to general management teamDesign and delivery of post training assessments to determine overall competency for each skillManage and facilitate employee engagement activities for the Contact CentreAdditional point of escalation for calls and product/process information for Contact Centre OperatorsAdditional supervisory resource as requiredCompletion of all allocated administrative tasks in a timely and accurate manner.Completion of any additional project work as allocated

Provide ATM technical support to internal and external clients. Monitor ATMs for various client portfolios.Manage faults & resolve incidents for ATM technical issues Identify and investigate repetitive ATM faults and issues. Review and monitor ATM cash levels for ATM business. Work with external third party service providers, ensuring agreed Service Level Agreements are met. Communicate potential issues to management and Client Account Managers. Work with Operations, Production Support, Networks and ATM Service delivery team to resolve ATM faults.Provide technical support for ATM projects and new products. Provide historical fault analysis to Regional Account Managers, making recommendations for resolution. Increase and maintain ATM Network Availability. Assist the Help Desk in achieving first call resolution.

Providing technical support for wireless products such as iBurst, unwired, fixed wire and home connections.Provisioning, installation and configuration of Wi-Max. Troubleshooting networking issues with wireless broadband modems. Qualifying data in client contact database. Providing technical support during system upgrades. Assisting customers over the phone and face to face. Configure basic Cisco switches. Accurately documenting problems and identifying areas of process improvement. Mentor new recruits on products and processes.