• Gathered information from stakeholders for: Data Maps, Custom Views, Business Unit Setup, Organizational Structure, Security, User Experience, and determine optimal implementation in Salesforce • Implemented and customized Salesforce customer relationship management (CRM) for Marketing, Sales and Case Management also implemented sales cloud and service cloud to improve customer retention and service delivery process improvement. • Installed and implemented the Contract Management & Proposal Suite from Apttus for contract management from AppExchange.• Gathered Functional Requirements and Testing scenarios for the Salesforce Service Cloud and Communities Implementation.• Designed and created Use cases & test cases, validated the features and end-to-end testing which includes Salesforce Commerce Cloud (Business Manager), Service Cloud & storefront functionalities.• Worked on maintaining the functional areas of accounts, contacts, leads, campaigns, opportunities, quotes, activities dashboards and Process knowledge of Sales and Service Clouds.• Conducted Transfer Domain knowledge’ to junior team member by conducting knowledge transfer sessions about Salesforce CRM, Digital Marketing, and role of marketing cloud in enhancing digital marketing and digital advertising features.• Implemented search, filtering, and tagging features on page layouts to make it easier for sales to locate relevant marketing content and documents in SalesForce.com CRM Content.• Implemented new customer support solution using Salesforce.com Service cloud. Maintained and improved existing Salesforce implementation. Created custom Dashboards for manager's home page and gave accessibility to dashboards for authorized people.• Worked on solution and technical-level oversight, strategy and design of solutions on the Salesforce.com Sales Cloud, Service Cloud and Marketing Cloud to meet enterprise business needs.

• Created new customer success stories and integrated them to Salesforce.com for internal use, equipping sales teams with customer anecdotes to feature in external facing presentations.• Worked with the support team to grow our internal Salesforce Service Cloud by utilizing email to case, case queues, and case response time triggers to assist management reporting.• Worked on solution and technical-level oversight, strategy, and design of solutions on the Salesforce.com Sales Cloud, Service Cloud and Marketing Cloud to meet enterprise business needs.• Implemented Sales cloud and incorporated the enhanced features as required to streamline the business process.• Created, updated, and managed Salesforce and Market reporting, dashboards, campaigns, lead tracking, lead generation, importing/ exporting data, and data hygiene • Applied the lightning console to the service cloud customer service management solutions and Live Agent for helping representatives and agents for managing cases faster, track customer history, view dashboards etc.• Customized Marketing Cloud Objects scheduled, and managed marketing email sending with Salesforce Marketing Cloud and used Exact Target.• Facilitated trainings and demos of Salesforce standard and custom functionality including workflow rules, validation rules, custom objects, custom fields, page layouts, record types, reports, dashboard, and list views.

• Verified data loads end to end within various systems while ensuring data mapping and data transformations remain intact.• Performed data profiling in the source systems that are required for financing and created dynamic SQL in Stored Procedures to support the dynamic nature of the front-end application.• Implemented and integrated RUP solutions with complete line of traceability for all the artifacts of web development projects.• Understood the business intelligence of data warehousing environments and the data flow from the source systems to the target systems.• Involved in requirement gathering including interviews, brainstorms and meetings with stakeholders and created requirement specification artifacts.• Prepared Business Process Models that include modeling of all the activities of business from conceptual to procedural level. Followed top-down technique for building Business Process Models.• Developed Use Case Models using Rational Rose to depict Actor and Use-Cases in various Business processes and identification of Basic/Alternative flows and definition of preconditions and post conditions of the System.• Performed GAP Analysis for the modules in production, conduct feasibility study and performed impact analysis for proposed enhancements.