TERRENCE RAMPERSAUD

Document business requirements, design documents and call-flow diagrams for the Client IVR system, partnering with developers and business stakeholders. Own test case documentation and unit/system integration testing for the IVR platform.

Advised Carer Gateway operations stakeholders to shape fit-for-purpose requirements and solutions. Integrated Salesforce CRM with Eventbrite and registration webforms in partnership with product owners and vendors.

Advised Complaints operations stakeholders to craft compliant requirements under the RG271 mandate. Ran workshops with product owners and project teams to define compliant reporting requirements for system build.

Defined Contact Centre workflow requirements integrating into the CRM system. Documented the upgrade from a homegrown PABX to Ring Central UCaaS/CCaaS and led workshops for product upgrades as part of the merger program.

Built the strategic roadmap for IAG's NOMI chatbot, including customer authentication and live-chat handoff. Ran cost-benefit analysis to position the chatbot as first line of customer contact.

Deployed CRM workflow integration via Azure Service Bus between Dynamics 365 and the FNZ/Appway customer portal. Led the migration from on-premises Dynamics to Azure-hosted D365 Cloud.

Specified the mobile app and website build (UX/CX) for the national MicroMarkets launch. Delivered personalised marketing via Adobe Campaign and Experience, plus geofenced hot-food ordering.

Documented high-level design and API requirements for IVR enhancements across NZ and AUS. Defined integration requirements between digital portals, payment gateways, Salesforce and back-end systems.

Managed the RFP/RFQ for an Enterprise Records Management System from requirements through to supplier selection. Ran the compliance attestation process for supplier onboarding and led Agile ceremonies across business and technology streams.

Led 4 BAs consolidating multiple legacy PAS platforms into one system, integrated with Underwriting, Claims and Salesforce. Secured stakeholder sign-off on user stories to meet release and iteration deadlines.

Led the Future Workplace team's Greenfield digitisation of paper/intranet forms onto O365 with SharePoint and Nintex.

Enhanced Omni-Channel Contact Centre capability across Cisco/NICE during migration from on-premise to CCaaS. Delivered Visual IVR, live webchat, outbound dialer and Speech Analytics/Chatbot enhancements.

Delivered insurance pricing and product changes to a hard compliance deadline, avoiding a regulatory breach. Directed digital portal changes for the member application and claims process.

Led the process workstream for the Guidewire re-platform, mentoring BAs and delivering on-time broker product launches. Enhanced Guidewire Policy Centre, Billing and Claims Centre and mapped all on and off system processes for all products.

Produced business cases and requirements across cloud migration, CRM enhancement and a national records storage RFQ.

Documented requirements for a next-generation PAS to integrate with Guidewire systems, spanning Identity Management, SAP, Workflow and Thunderhead. Mapped user roles and permissions to Guidewire Claims and Policy Centre functions to align with Target Operation model and SAP data.

Led 4 BAs delivering B2B/B2C direct marketing websites for affinity partners, then the in-house platform rebuild. Onboarded WRAP platform partners (netwealth, Asgard) with automated bulk billing for insurance premiums.

Earned the Fellowship designation from the Life Office Management Institute.

Earned the Associate, Customer Service designation from the Life Office Management Institute.

Completed Part 1 of the Academy of Life Underwriting program.

Earned the Associate Insurance Agency Administration designation from the Life Office Management Institute.