Carl Peter Grigor

Cloud-Vision Pty Ltd - Independent Contractor, Cape Town
As a Salesforce implementation partner, the company specializes in CRM configuration, Marketing Cloud, and Data Cloud, and focuses on constructing marketing campaigns and monitoring customer interactions across the various channels. (Website Cloud-Vision.com)

Salesforce CRM

• Involved in Company Strategic discussions and provide input and
  guidance regarding best practices for Salesforce CRM Package as Product Suite.
• Design of Architectural Diagrams that conform to Strategic Business Requirements.
• Perform overview of Salesforce CRM Configuration to ensure that overall business requirements are met and that best practices are utilized.
• 100M+ Unified profiles created with 100% customer satisfaction.

Salesforce Marketing Cloud

• Review marketing campaigns to ensure conformity with business
  requirements outlined by business marketing campaign requirements.
• Utilize AI to initiate and optimize communications through channels such as SMS, email, mobile application pushes based on previous customer interactions.
• Analyze performance of respective campaigns executed through various channels as listed above and provide campaign performance feedback if requested by Company's Marketing department.
• 50+ Enterprise rollout with 100% Customer Satisfaction.

• Maintained current and in-depth understanding of business processes, needs and objectives.
• Worked with developers and engineers to realize technological solutions.
• Authored development guidelines to expedite application design efforts through ready-made frameworks e.g. AWS.
• Customized in-development software to clients' current hardware environments, designing applications to span multiple systems.
• I Improved various transactional systems e.g. Debit Order Mandate Management, PASA initiative DebiCheck and EFT payments system by interrogating most utilized business operations, to ensure that the most effective and optimized routines were applied .
• Above analysis resulted in many business operations improving up to 99% in efficiency .
• I was one of the primary Solutions Architects involved in the design of a transactional tracking system to mitigate duplicate deductions from industry payment requests.
• This Transaction Tracking engine was hosted within AWS . I was crucial in the design and setup of this virtual environment hosted within AWS. This project spanned the global Capitec Payments Landscape. Since its production inception, no more duplicate transactions were deducted from our Customers.

• Involved in enterprise strategic project discussions. Collaborate with stakeholders to understand business goals and support delivery outcomes.
• Balance architectural concerns of projects with concerns of the enterprise under which the project is being executed.
• Researched new technologies and chose best practice options for company priorities and cost-effectiveness.
• Delivered cost-benefit analysis to weigh financial decision impact against desired outcomes.
• Design and develop scalable technology solutions.
• I play a design advisory role for Infrastructure Engineers in setup of new IT infrastructures to effectively and efficiently support new business function applications, taking both high availability and costs into consideration.
• Offer technical consultancy during product analysis phase.
• Provide support and guidance to development teams and ensure team members understand business objectives and system specifications.
• Provide mentorship to respective teams, by providing technical guidance in their development effort, by sharing skills and expertise and encourage each member to bring forward ideas and suggestions for improvement.
• Monitor ongoing tasks for quality assurance.
• Maintain technology and project road-maps to ensure future and strategic vision of the company.
• Innovative and efficiency focused, I evaluate current business processes, and ask where technology can make a difference, both from handling time and cost perspective, but most important of all, it must add value to our customers.
• Assessed under-performing software and developed actionable improvements which resulted in savings, improved profit margins and Call Centre productivity.
• I've been known to roll up my sleeves, jump in and get my hands dirty to deliver projects within stipulated timelines.

• I was cross functional lead in various development competencies within Capfin's Organization which included teams such as Telephony , Credit , Origination , Document Vetting and Credit Operations respectively.
• I collaborated with the team environment to produce issue-free high-quality software applications for the company.
• I orchestrated efficient large-scale software deployments, including testing features and correcting code.
• Consulted with both Engineering and DBA team members to determine system loads and develop improvement plans.
• Adjusted software parameters to boost performance and incorporate new features.

Telephony

• I have vast experience with Asterisk as an open-source based telephony dialer as I developed Capfin's first integrated and auto-scaled telephony solution that scales the users evenly across all the available and configured telephony servers. The dial plans contained no custom business logic, it was purely a proxy for voice. It was a simple, yet elegant design.
• I developed a Dial Campaign Engine which integrated into Asterisk by utilizing Rabbit MQ as in in-memory queueing system of tasks. This engine is able to differentiate between respective business departments derived from the customer's evaluation state as well as preferred communication language, in summary it was a Skills Based Engine where the Agents with respective competencies were able to pull tasks from the queue based on the potential skill requirement of the customer.
• For the Telephony Engine to be effective and sensitive to the customer's potential needs I developed a Customer Interaction Management Engine which is the next topic.

Customer Interaction Management (CIM)

• The system evaluated the customer on a set of Key Attributes influenced by predefined business rules, it was able to differentiate between New and Existing Customers . It has configuration matrix that take the following key attributes into consideration such as Customer Type, Interaction Channel , Evaluated Status and based on the matrix mapping it will create and allocate the task to the department best suited to serve the customer's potential needs.
• This Engine is also able to submit both SMS and Email correspondence to the customer. SMS submissions are processed either through Clickatell or Grapevine, and email submissions are processed via AWS.
• This system is also able to react on any new customer interactions by either prioritizing a current active session for dialing purposes, or by submitting an acknowledgement of interaction received to the customer.
• In summary, the system is an automated business orchestration system.

Credit

• I developed Capfin's own personal in-house Score Mapping Engine which was able to map the calculated score to population band which then ultimately translates into a set of financial products that the customer can obtain, subject to comprehensive credit bureau affordability assessment based on both CPA and NLR loan data received either from Transunion or Compuscan.

Origination

• My team and I developed and maintained the full Loan Origination Business Process for Capfin which encapsulated a Knock-Out Engine, Comprehensive Affordability as well as the Product Offer Engine that performed a reverse PV calculation based on the Customer's Disposable Income to calculate the affordable loan amount, then ultimately Account Activation during which the new Account is created and associated transactions were processed.
• Post excessive task count in October of 2013 within the dialing queues for new business type customers, who intend to re-borrow due to good payment behavior, I proposed that we implement a click through USSD solution during which the customer can take out an additional loan at their own convenience. My proposal was accepted and I developed a fully NCR compliant new origination channel which soon became the most utilized medium as approximately 50% of our recurring customers preferred this application method. It also became lowest cost per acquisition channel for a loan at Capfin, I also received an award that year for an employee contributing the most to the success of the organization.

Document Vetting

• Capfin utilizes Document Capturing to acquire the net income from the Customer's documents from either Bank Statement or Payslip.
• Document Capturing is a very long and tedious process. To improve the handling time, I started to OCR the respective documents and implemented keyword highlighting, this drastically reduced the handling time by 30%.
• Utilizing the extracted data, I developed a self-learning neural network which utilized the concept of clustering as form of Artificial Intelligence to form clusters of documents with similar characteristics.
• Subject to the OCR Confidence Score of the document, I implemented a process of auto-extraction of predefined data requirements.
• This process was able to auto distinguish between respective documents such as ID Documents, Bank Statements of all the major banks as well as all Payslips in which I implemented vector based calculations on the location proximity of indexed words. These cluster sensitive calculations were then utilized to recalibrate skew or upside-down documents based on the associated cluster centres (Main Template).

Credit Operations

• Capfin's Credit Evaluation Engine was inefficient and took hours to evaluate each respective account with balance affecting transactions during peak pay day periods. I was contracted to evaluate current business rules and to re-architect the complete back-end solution without impacting the front-end.
• On completion of the project, I improved the process by approximately 85% on run duration, therefor improving the overall effectiveness of the Collections Call Centre.

• Data-Afrique specialized in the Development of Software for Financial Services type companies.
• I was one of two of the original hands-on Solution Architects that developed an off the shelve product for financial services type institutions.
• We were responsible for the development of the following core modules...
• 1. CRM
• 2. Account Management
• 3. Transaction Engine
• 4. Drag and Drop Process Flow Engine for custom business processes
• 5. An Audited Amortized Payment Plan Calculator
• Capfin then acquired Data-Afrique as a company.

• I completed my matric in Tarka high, the school itself is not big, but due it's size, it taught me leadership , improved my social and emotional skills.
• I became more engaged within the community and demonstrated an increased sense of personal responsibility .
• I grew in confidence by assisting and resolving problems and conflicts of my peers therefor I was elected as Head Boy in my final year, this taught me to be accountable , till today I hold myself to a very high standard thereof.
• I feel that school forms the basis for an individual's future , and I deem myself very fortunate to finish my school career in a school such as Tarka High.