HIMANI ACHARYA

Punjab National Bank (PNB) – CRM Development from Scratch
Role: Senior Consultant

• Led the end-to-end build of the CRM system, focusing on understanding and implementing PNB’s business processes and integrating them with the new CRM architecture.
• Conducted requirements gathering, working closely with business users to define CRM system’s needs and ensuring alignment with assets, liabilities & Complaint management.
• Implemented a cloud-based CRM solution using AWS to improve scalability, performance, and operational efficiency.
• Worked extensively on database management with PostgreSQL for managing transactional data, customer profiles, and CRM logs.
• Successfully made the project live, ensuring seamless integration and user adoption.

Dar Al Arkan Dubai – End-to-End CRM Implementation
Role: Consultant

• Delivered a comprehensive end-to-end CRM solution, including designing and implementing key modules such as the Leads module and Complaints Service Request functionalities.
• Managed a team of consultants, providing leadership and direction to ensure timely and quality delivery.
• Oversaw the entire project lifecycle, from requirements gathering and solution design to final implementation and deployment, ensuring the client’s objectives were met.
• Coordinated closely with the client’s internal teams to ensure the solution integrated smoothly with existing systems.

Metlife Bangladesh – CRM Implementation
Role: Consultant

• Led requirement gathering sessions to understand business processes and needs, collaborating closely with stakeholders to capture detailed and actionable requirements for CRM solution implementation.
• Worked with cross-functional teams to ensure proper mapping of business processes to CRM functionalities.
• Delivered the CRM system, fulfilling the next-gen market demands, improving customer relationships, and automating key processes like lead management, service requests, and data analytics.

Muthoot Finance – CRM Implementation (Current Project)
Role: Senior Consultant

• Currently working on the CRM implementation for Muthoot Finance, focusing on integrating various systems into a single platform for managing leads and cases efficiently.
• Heading the team responsible for end-to-end implementation, ensuring alignment with business demands and transforming their CRM system into a unified solution that handles all lead management and case handling.
• Overseeing system integrations using REST APIs to enable seamless communication between the CRM system and other platforms.
• Managing cloud-based implementation to enhance scalability and provide a robust, secure solution capable of supporting Muthoot Finance’s growing business needs.
• Ensuring the successful delivery of business solutions, improving overall productivity and providing real-time insights to optimize decision-making.