‣ Acted as a liaison between stakeholders, product owners and development team to facilitate project delivery.‣ Collaborated with cross functional teams to gather requirements for Salesforce CRM enhancements.‣ Conducted requirement elicitation sessions to understand business needs, opportunities and pain points in loan processes.‣ Converted requirements into well defined user stories and features within Agile framework.‣ Developed dashboards in Salesforce Classic / Lightening and worked on various standard objectslike Accounts, Contacts, Leads, Campaigns, Opportunities, Cases, Activities and Reports.‣ Salesforce administration & configuration, security setting implementation.‣ Implemented declarative customization options like workflows, approval process and auto-response rules.‣ Proficient in data updates and migration using data loader and data import wizard.‣ Conducted training sessions for end-users on salesforce CRM and processes.‣ Drove user acceptance testing (UAT) with end users by providing detailed instructions, test casesand constant support.

‣ Led an product operations analysis project for the housing insurance product attaining a 10-20% increase in quarterly insurance premium remittances.‣ Delivered insurance products for housing loan customers with 94% penetration.‣ Collaborated with cross functional and external partners to understand/gather requirements to implement new processes, iterative enhancements and ensure timely development as well aslaunch of products.‣ Prepared request for proposals (RFPs), analyzed requirements, delivered use case and UATdocuments and successfully onboarded new Insurance partners.‣ Presented monthly product performance analysis & executive Tableau dashboards with advancedvisualizations and KPI’s.‣ Performed competitive analysis to gauge product performance and their benefits.‣ Enhanced existing product features by extracting and analyzing data using SQL for RCA.‣ Automated excel power queries to track operational efficiency metrics thereby achieving 70%reduction in manual effort.‣ Coordinated and conducted product training to sales & operations managers across 100+branches.‣ Facilitated smooth communication, documentation & transition of deliverables between externalstakeholders and internal team.‣ Managed claims and their audits for the pending reconciliations.

‣ Led and supervised a team of customer service and relationship managers involved in operations, customer service, disbursal, business development, collections and sales.‣ Collaborated with cross-functional teams for branch profitability with respective to disbursals , sales and operational efficiency.‣ Facilitated smooth communication and systematic documentation by scheduling various discussion & review meetings within team.‣ Updated operational methods, tracked information and compiled data to improve efficiency.‣ Increased branch asset under management (AUM) 4 times in 2 years by performing disbursement, ROI and sales data analysis yielding a profitable outcome.‣ Managed disbursal process post sanction of loans including legal and technical valuation of property.‣ Achieved 20% of total monthly branch revenue through cross selling products.‣ Attained highest levels of Net Promoter Score (NPS) increase for the portfolio through excellentcustomer service.‣ Created reports and presented dashboards in Salesforce to meet business requirements and trackoperational metrics.‣ Managed marketing activities for builders as well as for customers such as Auto back, newspaper leaflets and hoarding, resulting in 35% conversation.‣ Participated in community affairs to increase branch visibility and to enhance new and existing business opportunities.

‣ Analyzed investment patterns & preferences of the salaried employees towards various tax saving schemes.‣ Responsible for end to end filing of income tax return for individuals.‣ Managed client interactions and requirements to suggest the best possible solutions.

‣ Performed automation and manual testing for Microsoft TFS Test-Commerce portal.‣ Implemented Integration testing for different portals like Aux, TFS and Ibiza for creating VSOAccounts and billing portals to verify usage consumption.‣ Handled prod deployment process; Headed complete modules from offshore team,documented test-cases and bug fixes.