Hemanth Raj

Salesforce Certified Administrator and Functional Consultant with 12+ years of overall experience and 8+ years of Salesforce expertise delivering enterprise CRM, Marketing Automation, Loyalty Management, Customer Service, and Quote-to-Cash solutions. Proven experience across Salesforce Sales Cloud, Service Cloud, CPQ, Loyalty Cloud, Marketing Cloud Account Engagement (Pardot), agentforce, Omni-Channel, Einstein AI, Reporting & Analytics, and CRM Transformation initiatives. Strong expertise in Salesforce Administration, Business Analysis, Requirement Gathering, Stakeholder Management, Functional Consulting, User Stories, BRD/FRD/FSD Preparation, Process Mapping, UAT Coordination, Release Management, Production Support, and User Adoption.

Adept at collaborating with business stakeholders, architects, developers, QA teams, and leadership to deliver scalable Salesforce solutions aligned with business objectives.

Salesforce Functional Consultant & Administrator - TRANSWORLD SYSTEMS INDIA PVT. LTD. - Bangalore

(2022-07)

Lead Salesforce administration and functional consulting activities across Sales Cloud, Service Cloud, CPQ, and Marketing Cloud environments.

• Gather business requirements and prepare BRDs, FRDs, FSDs, process flows, user stories, and solution documentation.
• Configure Salesforce Flows, Validation Rules, Approval Processes, Lightning Pages, Custom Objects, and Security Controls.
• Administer user lifecycle management including Profiles, Roles, Permission Sets, Sharing Rules, and Security Audits.
• Conducted end-user training sessions, prepare training material, knowledge transfer activities, and change management initiatives.
• Manage Marketing Cloud Account Engagement (Pardot), including Engagement Studio, Lead Scoring, Campaign Automation, Segmentation, and Lead Nurturing.
• Support Salesforce CPQ including product configuration, pricing, discounting, approvals, quote generation, and Quote-to-Cash lifecycle.
• Configure and support Service Cloud functionalities including Omni-Channel Routing, Case Management, Escalation Management, Queues, and SLA Tracking.
• Coordinate UAT, Release Management, Sandbox Testing, Production Deployments, and Change Management activities.
• Create executive dashboards, forecasting reports, and business analytics to support leadership decision-making.
• Conduct user training sessions, KT workshops, release communication, and adoption initiatives.
• Handel 6-9 people team for business operation support.
• Configure agentforce for the healthcare business unit.
• Support Einstein AI capabilities including Lead Scoring, Opportunity Insights, Prediction Builder, and AI-driven business recommendations.
• Collaborate with business stakeholders, architects, developers, QA teams, and vendors to deliver scalable CRM solutions.

Assistant Manager – Salesforce Administration & Loyalty CRM - EXICOM TELE SYSTEMS LTD. - Gurgaon

(2020-07 - 2022-07)

Managed Salesforce Sales Cloud, Service Cloud, CPQ, Loyalty Cloud, and CRM operations.

• Implemented dealer and customer loyalty programs with tier-based rewards and redemption models.
• Configured Service Cloud features including Case Management, Workflow Automation, Approval Processes, and Omni-Channel Support.
• Led Call Center team for support salesforce operation (logging case, ticket management, product assignment, repair management etc.)
• Gathered requirements, conducted stakeholder discussions, and prepared functional documentation for CRM enhancements.
• Participated in Agile ceremonies including Sprint Planning, Backlog Grooming, Reviews, and Retrospectives.
• Created dashboards, KPI reports, and Power BI analytics for leadership visibility.
• Supported release management, deployments, production support, and user adoption initiatives.
• Delivered Salesforce training programs and knowledge transfer sessions across departments.

Senior Executive – Salesforce Administrator - INFOGAIN INDIA PVT. LTD. - Noida

(2018-06 - 2020-07)

Administered Salesforce Sales Cloud, Service Cloud, Pardot, and CPQ solutions.

• Implemented Pardot-based marketing automation including lead scoring, grading, forms, landing pages, dynamic lists, and campaign management.
• Managed DocuSign integration and digital agreement processes.
• Supported Salesforce Einstein initiatives for customer behavior analysis, sales forecasting, and business insights.
• Created executive reports, dashboards, MIS reporting, and analytics solutions.
• Managed Gartner and ZoomInfo platforms supporting sales and marketing teams.
• Prepared SOPs, training materials, runbooks, process documentation, and business presentations.
• Ensured data governance, compliance, system enhancements, and ongoing platform optimization.

Assistant Manager – CRM & Loyalty Programs - MCCOY GROUP OF COMPANIES - New Delhi

(2014-04 - 2018-07)

Led Salesforce CRM implementation from scratch and achieved organization-wide adoption.

• Designed and managed distributor and dealer loyalty programs.
• Implemented CPQ processes supporting sales operations and customer engagement.
• Managed CTI integration, SMS integration, customer support operations, and loyalty program execution.
• Led in-house call center operations supporting customer loyalty initiatives.
• Built executive dashboards, KPI reporting, and sales analytics solutions.
• Maintained CRM data quality, campaign operations, and business reporting processes.

Project Coordinator – Apple iPad Program - CHANNEL PLAY PVT. LTD. - Gurgaon

(2013-03 - 2014-04)

Managed nationwide sales reporting and field operations for Apple retail programs.

• Coordinated with trainers, field teams, retail managers, and stakeholders across India.
• Managed data collection, reporting, and operational performance tracking.
• Supported visual merchandising initiatives and retail program execution.

B.Tech - Information Technology - Punjab Technical University (2013)