Prateek Saini

• RPA Automation Project: Led the automation of demo and installation processes, improving call logging speed by 40% and reducing defect cases by 30%.
• CRM Transition Project: Directed the transition from SAP CRM to SFDC CRM, encompassing departments such as Logistics, Finance, and PayOps.
• Organizational Hierarchy Design: Designed the organizational hierarchy in SFDC, assigning appropriate user rights based on roles.
• WhatsApp and IVR Integration: Integrated WhatsApp and IVR with SFDC to enhance customer experience.
• Grammarly and Truecaller Integration: Implemented integrations with Grammarly and Truecaller to enhance agent productivity.

Business As Usual (BAU) Activities:

• Created Business Requirement Documents (BRD), Standard Operating Procedures (SOP), Functional Design Documents (FDD), and test cases for new processes.
• Resolved SFDC issues in collaboration with the technical support team.
• Conducted multiple effective knowledge transfer sessions as part of 'Train the Trainer' program.
• Performed regular sanity checks on newly launched processes.
• Managed end-to-end User Acceptance Testing (UAT) for upcoming processes.
• Regularly led cross-functional meetings to promote collaboration and cohesion among different departments.

• Provided strategic directions and supported 10+ on-field agents, maintaining synergy between 60+ clients and identifying revenue generation opportunities worth $8 million.
• Led cross-functional teams to analyze and understand the enterprise-wide operational impacts and opportunities of technology changes.
• Constructed user stories and made accurate estimates through story points.
• Created and reviewed BRDs, FDDs, Test Cases, and Release notes as per the release plan.
• Developed presentations related to TO-BE System for better understanding.

• Worked in cross-selling diversified financial products.
• Analyzed financial statements and credit history to assess credit risk.
• Managed loan portfolio health by closely monitoring proposals and coordinating with cross-functional teams.
• Accomplished annual revenue worth more than ₹30 Crores.
• Implemented sales strategies to enhance bank presence across 4+ cities.