As a Customer Service Manager (CSM) cum Project Lead, responsible for:1. Building and Maintaining customer relationships to ensure customer satisfaction and retention. 2. Worked with customers at every stage of the customer lifecycle, from onboarding to providing ongoing support.3. Acting as a bridge between different teams viz. the Support Team, Development Team and the Higher Management.4. Established and Monitoring the End-To-End Support Process for Customer, involving any Change Requests and Feature Requests.5. Involved in Project Billing and Effort Estimations for Change Requests / feature Requests.6. Leading Open Hours sessions and Doubt Buster meetings with larger boards including Directors, Super Agents and Fields Case Workers, acting at various levels and addressing challenges faced by each of the users.7. Preparing of SOPs (Standard Operating Procedures) and Knowledge Articles and provided KT regarding various business and technical solutions / functionalities.8. Performed the role of Data Manager and Security Manager of the customer orgs.9. Held Open Hours cum Brainstorming Meetings, Drive RCA and customer satisfaction through active monitoring and analysis of business preferences and using Salesforce solutions.10. Associating and triaging with stakeholders viz Product Owner in analyzing the product goals; surveying ground users and preparing user stories, using tools like JIRA.

As a Senior Salesforce Administrator Cum Technology Analyst, have to perform below roles:1. Performed the role of Data Manager and Security Manager of the customer orgs.2. ETL and Data Management and Migration using Data Loader, Import wizard & Workbench, SOSL and SOQL queries.3. Process Automations via Flows and its recent and advanced features, Approval Processes and Workflows.4. Developed SFDC Customized Reports and Dashboards

As a Salesforce Consultant, have performed below roles:1. Shouldered the responsibilities of Team Lead cum Business Analyst.2. Key persona in recruitment of Salesforce Team members.3. Established Salesforce Best Practices and streamlined the department wise processes.4. Primary Point-Of-Contact (POC) for Internal as well as External Communications.5. Regular- Daily and Weekly (scheduled and non-scheduled) and triaging with the Client Side Director/ other senior functionalities and Internal Team General Manager in discussion regarding business strategies.6. Performed the job of Data Manager and Org Manager.7. Implemented various business and tasks automation via Lightning Flows and Process Builder in accomplishing business requirements.8. Weekly and Monthly Reports sharing and Dashboard updates to the client.9. Checked processes and assessed communications within CRM systems for efficiency.10. Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.

As a Technology Support Manager, have to perform below roles:1. Being at Onsite, have worked in closed co-ordination with Global Marketing Director, Global Finance Director, Global Product Head, Global Application Head and Regional Managing Directors to make success for British Petroleum business plans and users.2. Have worked as Project Transition Lead for smooth transfer of Technologies, Knowledge and Processes from Client Team to Native Team.3. Performed the job of Business Analyst I. Translate customer requirements into formal requirements and II. Design documents (System Requirement Specification Document), III. Established specific solutions, and IV. Leading the efforts including programming and testing that culminate in client acceptance of the results. V. Preparing and working on Change Management(s). VI. Preparing SOPs (Standard Operating Procedures) VII. Frequent interactions with the Super-Users and seeking field agents’ feedback. VIII. Involved in Training Activities of Super-Users and other field agents.4. Regularly trained Team members at my organization for various Technical demands.5. Have been involved with the Senior Project Managers and Sales Team across different project phases.6. Managed team deliverables across multiple team to multiple client leads.7. Resource management to improve the effectiveness of the Project(s). Responsible for: I. Project planning; managing an implementation team of 6 engineers and analysts; II. Recommendations on Industry Best Practices and overcoming Professional cum various Team-Working level Challenges.8. Actively participating in generating innovative ideas for the pain areas in the applications.