Ritesh Kumar

Projects :

Global Complaint Management System (GCMS): The application enables American Insurance Group's (AIG) strategy to transform customer service experience to drive higher customer satisfaction & efficiency across operations. The scope of this centralized software platform with access to all associated business processes, a Global Complaint Management System (GCMS) equips a business with the ability to receive complaints, track and analyze their progress, and resolve them from an existing worldwide customer base in a well-planned, consistent, and optimal manner.

A GCMS covers a wider range of services and is not restricted to product defects alone. It encompasses the entire spectrum, from service complaints and billing issues to ethical grievances and concerns on social media.

Since it is a global platform, a dependable GCMS must be built to withstand challenges such as multiple languages, and wide-ranging regulatory and consumer protection laws across different markets and deliver accordingly. The proposed system will target the following business objectives –

1. Reduce manual intervention with reporting requests

2. Reduce errors in case handling (removing confidential data)

3. Decrease time for case handling (signing in to fewer tools to do validations)

Responsibilities:

• Implemented Agile / Scrum Methodology and participated in development & conversion of business requirements into Rally stories.
• Worked on the version PEGA 8.7.6
• Worked with the Business Leads, and Business Analysts to define business requirements and developing them.
• Integrated with external systems to retrieve or send data using Connect REST, Service REST, File Listners.
• Implementation of Queue Processors & Job Scheduler for background processing instead of Agents.
• Worked on PRPC User Interface development, Sections, Harnesses, Flow Actions developing web-based UI’s, Service Level Agreements (SLAs), Access Groups, Ruleset Stack.
• Created Case Type, Stages,Process flows, Steps and Properties based on the requirements.
• Coded various PRPC activities, data transforms, flows, flow actions, assignments, declarative rules, Data Pages, Report Definitions, Category, Shortcuts, Validations, Portals, Navigations, Correspondence, Paragraphs, Fragments.
• Configured Data Pages for different scopes or Modes for loading reference data from various Sources.
• Configured E-Mail templates for notification requirements.
• Followed PEGA Guardrails in implementation of the application.
• Implementation of Declarative Processing features like Expressions, OnChange etc and Decision Rules like Decision Table, Decision Tree, Map Values.
• Performed unit, integration and user acceptance testing.
• Great experience in debugging application using PEGA Tracer tool, Clipboard, performance testing using PAL tool.
• Maintained up-to-date documentation for all project phases, ensuring smooth handover to support teams upon completion.

Environment: PRPC 8.7.6, HTML, XML, REST Connectors, REST Services, Java, CSS, Pega Cloud Server, and Windows 10, Rally.