Swati Nadimpalli

Executive Summary

With over 13 years of experience as a Senior/Lead CRM Consultant, I have fulfilled diverse roles encompassing Business Analysis, Functional, Technical, Pre-Sales, and Bidding responsibilities for CRM Applications in SAAS environments. From small business solutions to large enterprise systems, I've managed projects, consistently prioritizing Customer Experience and CRM best practices. My primary goal is to ensure customer satisfaction by overseeing projects from inception to completion, covering Analysis, Design, Implementation, Testing, Go-Live, and ongoing Support phases.

Key Projects

Western Digital (USA)- Senior CRM Solution Consultant/Lead

Mar'2020 – Feb’2024

Capable of building and designing the Oracle Service Cloud application with proficiency. Skilled in discerning client needs and collaborating with external teams to devise effective solutions. Additionally, I have extensive experience leading managed services teams, providing 24x7 support for the Oracle Service Cloud interface.

AST- Techno Functional Lead

Aug'2015- Jan ‘2019

Engaged in US Government council projects across municipalities such as the City of San Jose, City of Santa Clara, and Sacramento. Took a pivotal role in the development and design of the Oracle Service Cloud Console, alongside deploying web and mobile applications.

Oracle – Technical Consultant

Aug’2014 - Aug’2015

Worked with Oracle University to develop detailed documentation for Oracle Service Cloud. Additionally, played a key role in designing solutions for new requirements and enhancements across various clients, and contributed significantly to configuring and customizing CX solutions.

Technical Knowledge

• Oracle Service Cloud
• Oracle Field Service
• Oracle Integration Cloud
• Languages/ Scripting: PHP, JavaScript/ jQuery, JSON, XML, HTML, CSS, AJAX
• Frameworks/ API’s: Customer Portal, CodeIgniter, Bootstrap, Connect PHP API, REST API, SOAP API
• Project Management: Atlassian Jira, Atlassian confluence, Service Now, Trello, SVN

Functional/Industries

Telecom, Education, Banking, E-Commerce, Automobile and Public Sector.