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.
