Spearheading the Sales Cloud and Service Cloud implementation and support projects for a major Client, I lead a team in handling major service incidents for the global IT organization utilizing Agile practices. My role involved overseeing the project life cycle from gathering requirements to deployment, including defining project plans, resource coordination, implementation, and project rollouts. I partnered with senior technology and business stakeholders in defining, measuring, and tracking… Show more Spearheading the Sales Cloud and Service Cloud implementation and support projects for a major Client, I lead a team in handling major service incidents for the global IT organization utilizing Agile practices. My role involved overseeing the project life cycle from gathering requirements to deployment, including defining project plans, resource coordination, implementation, and project rollouts. I partnered with senior technology and business stakeholders in defining, measuring, and tracking operational metrics for success. I additionally managed delivery expectations, addressed project risks, and recommended appropriate mitigation strategies. I shared updates on weekly deep dive analysis on project-related issues with the clients. I play a key role in liaising with various stakeholders at the Client.* 80% slash in number of outstanding incidents via an automated report in JIRA shared to respective stakeholders responsible for each ticket.* 60% slash in unresolved incidents backlog by creating and implementing robust strategies.* Created and presented a daily report on major service incidents to the global IT leadership team.* Implemented Salesforce Sales Cloud application for various clients, closing 90% opportunities by the Sales teams. * Implemented Salesforce features using flows, validation rules, approval processes, Apex triggers, LWC.* Integrated Salesforce with external applications including SAP.* Validated client’s investment in the project by quantifying success of Salesforce implementations using data to graphically plot user adoption rates vs. sales opportunity closure rates in their Salesforce application.* Boosted client’s adoption rate by 65% and increased opportunity closure by 73% and incentivising Client’s Sales teams. Show less