- Work with a team of consultants to deliver Salesforce.com to our customers for all project stages (requirements definition, planning, functional design, prototyping, test, issue resolution, deployment, and support). - Focus on managing a client engagement. Work with the client and help in growing business. - Will assist in pre-sales activities by mapping the client / RFP requirements to SFDC functionality and define scope, effort estimates, resource plans, and implementation timelines. - Serve as a mentor to the team and actively engage as part of the project on assigned client engagements to ensure timely delivery as per the best practices. - Deal with the clerical activities to the managerial dutiesResponsibilities as System Analyst- Work with Business Process Owners and Business Architects to create a cross-business prioritized feature roadmap and solution rollout. - Identify opportunities for process optimization, process redesign, or implementation of new process/policies. - Act as a subject-matter expert for solutions owned by the team.- Lead Salesforce.com migration projects and initiatives- Gather information from end users to document functional, system, and data requirements. - Troubleshoot and resolve Salesforce.com usage and problems.

Involved in multiple projects . Hands on experience in APEX, Visual force, Triggers, SOQL & SOSL queries, Eclipse, HTML, Test class and Governor limits. To develop a common platform for Global Account Planning, market analysis and streamlining the per sales process across the world. Which include (campaign management, lead management, opportunity management, compliance, Funnel reporting etc. of sales activity)Roles and Responsibilities:• Preparation of Business cases, Product and vendor evaluation.• End to end implementation of Salesforce projects including requirement gathering, functional specific requirements, analysis, design, configuration, customizations, user testing and administrative support.• Worked with an 8 member project team to implement business requirements, customize & configure Salesforce platform. • Extensive experience using Salesforce’s Administration like Roles, Profiles, Page Layouts, Workflow Alerts, Record types, Escalation rules, Security, Sharing, Data Migration, Reports & Dashboards and Approval Workflows etc.• Assisted in change management, user training, roll-out plans, and adoption strategies. • Responsible for CRs and enhancements in the current system• Provide training to users and senior management for change management and increasing adoption

Functional Responsibilities:1. As a Salesforce.com Administrator, responsible for globally supporting other Salesforce Admin & Standard Users and ensure close collaboration with regional & global stakeholders to provide the issue support.2. Manage and ensure resolution of low/medium complexity cases/issues as per defined service level agreements (SLA’s) and strive to improve on the resolution timelines.3. Provide Root Cause Analysis.4. Maintain documentation for processes used by the support team and the support knowledge base for known issues. Knowledge Article creation and provide feedback for existing articles as and when required.Technical Responsibilities:1. Configuration of Salesforce.com Data Model using Objects, Workflows Rules, Validation Rules, Approvals Process, Record Types and view through Page Layouts.2. Creation and Change Set Deployment from Sandbox.3. Mass Insert, Update, Export & Delete Data in SFDC through Apex Data Loader.4. Data Migration from other CRM using Data Loader, JitterBit and Command Line.5. Lead, Account, Contact, Opportunity Management, and Lead Conversion process, Email-to-Case, Web-to-Lead Implementations.6. CRM Customization – Custom Object, Custom Fields, Object Relations, Content Management.7. Manage Security Controls – OWD Settings, Sharing Rules, Role Hierarchy, Custom Profile & Permission, Security Settings, and Access Settings etc.8. Manage both standard & custom business specific Reports and Dashboards.Certifications & Achievements◘ Certified Salesforce.com Administrator ◘ Certified Salesforce.com Sales Cloud Consultant

Auditing Customer Application Forms for KYC as per RBI Guidelines .Handling Customer Requests/Complaints/Queries and resolving their issues, ensuring minimum TAT.Analyzing Customer Data and thereby initiating Projects to reduce Customer complaints.Addressing RBI Queries with Banking Ombudsperson on behalf of ICICI in the role of Operation Manager.Setting out quality standards for various operational areas, ensuring a high quality customer experience while adhering to SLAs and work processes.In Monthly Reviews, sharing Dashboards with Leadership/Seniors. Supervising Service Providers (vendors) to whom few sub processes have been outsourced and ensure TAT & Quality of the activities.Working closely with Quality team to execute initiatives & services to meet Business Objectives.Providing assistance to vendor staff by conducting Training Programmes

Consumer Preference and Brand Loyalty towards IT Products with special reference to Sonata Software.