This document is a curriculum vitae for Firdos A, who has 9 years of experience as a senior analyst working on projects involving sales, marketing, and customer relationship processes using technologies like Oracle, Siebel, and SAS. They have experience in areas like operations management, campaign operations, process design, requirements gathering, and gap analysis. Their experience includes projects for companies like Sprint, PayPal, GSK, Dell, and more, where they performed roles like data analysis, requirement gathering, testing, and more.

1. CURRICULUM-VITAE
Firdos. A
Senior Analyst Bangalore, India Email ids: jahan.firdos@gmail.com
Executive Summary
 Senior techno funtional Analyst w/ 9 years of exp on Sales, Marketing & Customer Relationship
processes on Oracle, Siebel & SaS technologies
 Key strengths in areas like Operations Management, Campaign operations, Process design,
Requirement gathering, Gap analysis.
 Effective communication skills with extensive experience in customer interfacing and relationship
management
Objective: Looking formiddle level management role in business operation, campaign/email
marketing...e.tc
Professional Synopsis
1. Senior Operations Analyst : From – June 2012 – June 2015
Company: Accenture Consulting Pvt Ltd : The Marketing Analytics group - onshore &
offshore Software Solutions provider focused in the space on different analytics domains &
application services in domestic (India) and overseas experience. Analytics Group helps
companies harness their digital marketing data to drive insights that convert into better
customer experiences at scale.
Project1: Telecom - Sprint: Offers a comprehensive range of wireless and wireline
communications services, bringing the freedom of mobility to consumers, businesses and
government users. Sprint is widely recognized for developing, engineering and deploying
innovative technologies
 The first wireless 4G service from a national carrier in the United States
 Offering industry-leading mobile data services, leading prepaid brands, including
Virgin Mobile USA, Boost Mobile and Assurance Wireless
 Instant national and international push-to-talk capabilities
 A global Tier 1 Internet backbone.
Newsweek ranked Sprint No. 3 in its 2011 Green Rankings, listing it as one of the nation's
greenest companies, the highest of any telecommunications company.
Project: Sprint (Telecom):
Project Duration: 16 Months

2. Postpaid - Roles & Responsibilities:
 Creating SAS datasets by extracting data from Excel, Flat. Files.
 Sub setting dataset using set, merge, sort, update and conditional statement.
 Merging and summarizing data using different procedures.
 Maximized marketing performance through development of client file strategies, key
market segments, optimization, products, list selections and models
 Ensured accurate execution of all statistical models, and list processing
 Used Proc append in loading to append the data to existing data
 Validating data using SAS functions and procedures.
 Summarizing data using DATA Step, Proc SQL, Proc Format, Proc Sort, Proc Means & Proc
Summary
 Tracked campaign performance, performed market research and segmentation analysis
using SAS, Excel to get the potential target customers and identify the market trend and
opportunities
 Provided actionable analyses with advanced statistical concepts and strategic
recommendations to solve business problems using SAS, and CART
Prepaid - Roles & Responsibilities:
 Identify, define, record and communicate functional and non-functional
requirements from internal users.
 Gather requirements using general elicitation techniques
 Prepare functional specification
 Identify and capture business rules, business processes, functional logic and flow
diagrams
 Trace requirements back and forth using proper artifacts
 Identify and document functional testing scenarios
 Co-ordinate with IT team on technical requirements
 Release Management
 Handling the set-up of Campaign management, Siebel answers & Marketing
Analytics (OBIEE) set up on Siebel Marketing vertical.
 Understand business and technical requirement and develop marketing
campaigns following best practices.
 Migrate existing SAS campaigns to Siebel campaigns
 Creating answer reports for program manager and campaign reporting
dashboards in Siebel.
 Regular interface with the Technical team in proto-typing the Solution
 Liaison with technical team for data migration and configuring solution
 Preparing Use Cases for all possible scenarios
 Problem solving and doing root cause analysis on the encountered defects
 Resolving and communicating support advisories
 Functional E2E testing on Siebel marketing
Project: PayPal (eBay):
Project Duration: 6 Months

3. Key Responsibilities:
 Analyze the merchant site & products & prepare the recommendation deck for the
merchant to improve payment process through paypal
 Review the work of other team mates & provide the suggestions to improve
 Create re-usable solution, process or work product
 Reduce the long risky process to simpler way
 Problem solving and doing root cause analysis on the encountered defects
Project: One BI Program:
Project Duration: 3 Months
Objective: Market research on the innovative products & prepare the case study for the
products
Key Responsibilities:
 Market research on the innovative products & prepare the case study for the
products
 Prepare the business proposals
Project: GSK (Glaxo Smith line) – Qlik View Support:
Project Duration: 4 Months
Objective: Perform the SIT testing for the SAS GSK Migrated reports in Qlik View
Key Responsibilities:
 Perform the E2E SIT & Data reconciliation for the reports with in SLA
 Map the contents of SAS reports with Qlik view & raise the defects for trouble
shooting team(developer team)
 Follow-up with developers to resolve the defects
 Report to client regarding the progress of reports
Project: Dellji Analytics:
Project Duration: 4 Months
Key Responsibilities:

4.  Analyze the Firmographics of dell priority clients & capture the data
 Work individually as expert by understanding the process & delivering the quality
output with in service level measures
 Work as a team to provide quality output with in the provided time limits
 Managing the team & delegate the work
 Meet the deliverables with in SLA
 Provide the weekly & monthly reports to client & internal management
2. Senior Business Operations Analyst /CRM Consultant: From – May 2010 – July
2011
Company: Creative Probers Software & Solutions Pvt Ltd : offshore Software Solutions
provider focused in the space of On Demand CRM Solutions with both domestic (India) and
overseas experience. As the certified partner for Oracle we have a profound experience in
Implementing, maintaining and integrating the Oracle On Demand CRM Solutions to
different Industry verticals.
Key Responsibilities:
 Interacting with clients to gather requirements for the Oracle CRM on Demand
implementation.
 Freezing and documenting the requirement after several rounds of meeting with
all the parties involved in the implementation.
 Conducting a gap analysis on the requirements gathered and closing the same.
 Understanding Business requirements- preparing the BRD/ SRS /FS– getting
customer approval on same.
 Designing and planning the implementation after requirement freezing.
 Customized the CRM software based on the requirement.
 Planning done for implementation of software at live environment.
 Knowledge on ITIL & change management
 Conducting analysis on risk management & bug management
 Handling the set-up of sales automation processes, Campaign management &
email marketing set up on Siebel app.
 Projects Executed:
Title : : Creative Probers Software & Solutions Pvt Ltd is Oracle CRM On Demand,
Oracle BIEE and Siebel Enterprise Application Design ,Consulting and Customization,
Offshore and onsite development ,Siebel Enablement, Siebel Implementation ,Siebel Sizing
and Architecture, Training Services Enterprise Application Integration Consulting
Company.
Responsibilities: Handling the following:
 Implementing On demand Scripting, Configuration, workflow based on client
requirement.

5.  Customize application specific to the company, define custom web tabs and
applets, set up custom audit trail and rename record types.
 Define the data rules for your company, including automatic assignment of
records, forecasting, and sales methodologies.
 Import and export your company data, or view the import and export queues
 Custom Reports and Analyses
 End User training
 Siebel admin for maintenance & support for the same project
Projects Executed (Client facing Experince) Nuthatch Nutricare
Key Job Responsibilities:
 Solution Design
 Engaging with the Customer to understand present business flows & develop
business requirement documents
 Identifying current challenges and gaps in the current scenario
 Performing root cause analysis for the identified gaps and pain areas
 Conducting customer interviews to Define, Prepare and Map To-Be Business
processes and functional solution
 Work closely to provide an optimized solution with minimum custom
configurations
 Holding solution workshops with business users and getting signoffs on final
solution
 Regular interface with the Technical team in proto-typing the Solution
 Liaison with technical team for data migration and configuring solution
 Preparing Use Cases for all possible scenarios
 Preparing test flows and supporting the testing team to come up with Test scripts
 Liaison with testing team throughout complete testing phase of the project
Solution Support
 Designing optimal functional solution as requested by users
 Managing enhancement requests for next release of the project
 Problem solving and doing root cause analysis on the encountered defects
 Working with technical team to configure solution
 Resolving and communicating support advisories
Testing
 Preparing Use Cases for all possible scenarios
 Work with technical team to configure solution
 Preparing test flows and supporting the testing team to come up with Test scripts
 Liaison with testing team throughout complete testing phase of the project
2. Siebel Business Operation Analyst : From Feb-2007-March 2010

6. Company : Oracle India Pvt Ltd .
Designation : Senior Business Operation Analyst(acting Team Lead ) for Global Shared
Service Team
Global Marketing Services was created in Oracle in 2005 with the objective of providing
technical support to Oracle Marketing and facilitating the timely flow of leads to Sales.
Team Size : 17
As part of Global Marketing Team, I was the SPOC for Marketing and Sales Teams for all
Inside campaigns activities related to CRM – Campaign Management, Budgeting &
Analytics, Customer Data Management, Data Analysis, Market Research and Marketing
Analytics.
 Budgeting, planning & forecasting on the marketing global oracle events (Marketing Plan,
Program, Campaigns).
 Helping the Team members in mass Uploading marketing plans , programs & campaigns
Templates , Trouble shooting & resolving the operational issues by closely interacting with
Information Technology Team .
 Siebel-ebiz ,Campaign Schedules Daily, Fortnight, Monthly .
 Working with IT – Help desk (cross functional teams ) to resolve marketing campaign issues.
 Working on multiple iBots of marketing team to reduce the mismatches & issues.
 Analysis on Campaign/Event Schedule (MIS) Globally.
 Adherence to TAT (24 hours).
 Generating analystics reports for campaign team on monthly , quarterly & yearly basis &
sharing it with region heads(APAC , EMEA , NA, ASIA) of marketing & sales campaign teams .
Project 1 : Siebel Synergy - Global Customer Relationship Management (GCM)
Oracle has migrated their customer data from their Global Single Instance data base to Siebel
CRM (Marketing & Sales) V8 environment ,where it has been configured to incorporate the
data related to sales activities such as forecast, opportunity pipeline etc.
The objective of this project was to migrate multiple marketing support systems and
processes to an integrated Siebel CRM (Marketing & Sales) V8 environment. The project
integrated all processes from Marketing Initiative to Marketing Plan, Program, Campaign,
Event Object creation, auto flow of responses , response import, Campaign Member Import,
auto validation, deduping and scoring of responses and qualifying them to become a
Campaign member through Response to Lead (R2L) Workflow filters, auto-assignment of
Campaign Members to respective Sales Dispatchers through Assignment Manager,
availability of Campaign Members in Follow Up Campaign , auto-migration of Campaign
Members to Lead, Conversion of Campaign Member into Opportunity into a single
environment bringing lot of synergy , convenience, and time and resource savings. The
project team was involved in Siebel Implementation, end-user training and frequent
enhancement and UATs during the project period.
Contribution:
 Funtional Business Analyst for Campaign process (from Oracle crm to Siebel
marketing).

7.  Process mapping analysis in campaign mangement.
 Worked on other gap analysis of the campaign management.
 Siebel Synergy project activities involve finding the bugs in the application and
reporting them to the development team.
 Testing the application for various builds (UAT Testing – black box)
 Process traning for budgeting team post migration (end user traning for the team)
 Prepared & trained the campaign team for importing & exporting templates for
Marketing Plan , Marketing Programs..e.t.c.
3. VAS Officer (CSD) : From December 2003 Till Feb-2007.
Company : Bharti Airtel Limited(Contract) .
Designation: eCRM Service Provisioning Team In charge Coordinator/Siebel
Admin
Primary Responsibility :
 Administration & Configuration, Workflows and Application Administration on Oracle Siebel
CRM .
 Develops, executes, and manages Customer Relationship Management (CRM) (AdminRole)
 Developed a structured and individualized test plan which was used to quantify business needs
and requirements.
 Collecting useful requirements to design the user approval and entitlement executive system.
 Worked on Siebel CRM analytics

 CRM Bug Fixing document preparation .

 Error’s and Mismatches for entire Karnataka Circle, which is due to System Inconsistence, User
Related and mismatch in Billing systems and Switch level. That is like CDR Calls Rejections
which is customer using the services in Airtel Network and due to system inconsistence/User
Error the customer is not billed for the same, which is Revenue loss for the Company. So it
needs good Co-ordination with IT Dept. and RAD Dept., and the Front End Executives to make
sure the Same Error will not repeat in Future which leads to Revenue Loss and Customer
dissatisfaction.


 Generating MIS Reports & Dash boards on eCRM Dash Board, others etc., CLIR Activation For
Premium Customer and validating the CLIR Request Forms for Activation. Preparing special
Reports on CLIR to provide to Revenue Dept. and Legal Dept.

 One point of contact to give on line support to Users of Postpaid Billing System to clear the
Mismatches, Errors and Failures created by System Inconsistency and User Failed to use the
System Correctly.
Reference :
On Request.
Personal Profile

8. Name : Firdos
Age: :32 years
Gender : Female
Marital Status : Married
Nationality : Indian
Languages known : English, Hindi, Urdu and Kannada.
Communication Address.
C/O Mrs GowharUnnisa
#1924,3A’ Main Road
21st
Cross,6th
Block
Jayanagar, Bangalore - 560 082.
E-mail ID’s: jahan.firdos@gmail.com
firdous.jhn@gmail.com
Declaration:
I here by declare that all the details given above are true to my knowledge and belief.
Date:
Place: Bangalore Firdos