*Certifications**:* · Oracle RightNow CX Cloud Service 2012 Pre Sales Specialist
· Oracle RightNow CX Cloud Service 2012 Sales Specialist · Oracle RightNow CX Cloud Service 2012 Support Specialist *SUMMARY:* - 6+ years of experience in customizations, implementation and administration of RightNow CX CRM and software development. - *S**o*lid experience in implementing Oracle RightNow CRM and customer support - Expertise in configuring the agent desktop and automating business processes using contextual workspaces, workflows, agent scripting and business rules. - Expertise in customizing standard pages as well as building custom functionality in Customer Portal. - Trained and Mentored co-workers and clients on RightNow CX CRM. - Well versed in Service Level Agreements, Root Cause Analyses, Service Desk liaison & CRM applications. - Proven ability to identify and implement improvements to streamline processes and increase productivity. - Proposing service improvement and Process improvement plans to Business - Ensure adherence to *S*ervice *L*evel *A*greements and timely updates on *S*ervice *R*equests to *avoid* escalations - *I*n and Out knowledge of RightNow CRM both functionally and technically - Performance diagnosis of the recurring faults to take necessary action and thereby reduce the number of tickets · Develop Proof of Concept -* BT RightNow Contact Us Redesign Development* Presented POC to customer - Automating business processes using contextual workspaces, workflows, agent scripting, business rules, custom objects and custom scripts. · Support applications related to development and fixing console configuration issues to handle SAB module configuration/fixing issues - As a product specialist, suggesting the best possible way to implement a requirement - Co-manage RightNow CX CRM roadmap, troubleshoot issues in RightNow and bring to resolution. - Proposing service improvement and Process improvement plans to Business - Mentoring new comers in both technical and process aspects. - Worked on to move RightNow to secured servers for the PCI compliance. - Logged in many product defects with Oracle and have coordinated to resolve them. - Excellent analytical skills with strong interpersonal, oral & written communication capability. - Domain experience includes Technology, Automobile, Power and Health Industry. - Dedicated to highest level of customer satisfaction. - Worked on the accessibility interface and custom installation of RightNow CX CRM. - Recognized for conceptual excellence with an ability to handle challenging assignments Thanks -- You received this message because you are subscribed to the Google Groups "REQSRESUMES" group. To unsubscribe from this group and stop receiving emails from it, send an email to reqsresumes+unsubscr...@googlegroups.com. To post to this group, send email to reqsresumes@googlegroups.com. Visit this group at https://groups.google.com/group/reqsresumes. For more options, visit https://groups.google.com/d/optout.
