HCP Engagements Specialist – Salesforce CRM at Novartis Healthcare (2024-01 – Present)
- Collaborate with business stakeholders to identify business requirements and translate them into scalable salesforce solutions.
- Organizing the global events in a project mode by notably managing the events end to end till completion of virtual and hybrid events.
- Oversee all the logistical elements of events include meeting setup, accommodations, food & beverages selection, effective communications and event registrations.
- Negotiate with vendors and secure partnership agreements that align with projects and assist in developing event budgets.
- Facilitate requirements gathering for enhancements, creating user stories, user acceptance test plans.
- Work in an agile way to increase the organization's ability to deliver applications and services faster and commit to continuous improvement.
- Used Jira to manage incoming requests and documentation standards, ensuring development teams are prepared and informed to deliver successful project requirements.
- Serve as the point of contact for activity owners regarding funding workflows and documentation requirements.
- Provide advisory support to activity owners on workflow readiness, delegation setup, and issue resolution.
- Supporting the product owner in review meetings.
- Scheduling weekly review calls with stakeholders to provide updates on the status of project.
- Develop KPIs and provide ITSM performance metrics reports using ServiceNow performance analytics module.
HCP Engagements Analyst – Salesforce CRM at Manpower Group (2021-12 – 2023-12)
- Managed end-to-end HCP/HCO engagement operations lifecycle ensuring alignment with legal and compliance requirements. Configured Tiering, FMV rates and Approval groups in the engagement tools, Implemented and modified Data template intake forms and automated Bulk HCPs onboarding. Ensured completeness and accuracy of information for engagement and funding activities.
- Maintained vendor master data accuracy in both SAP MDG and Engagement tools, performed data validation and maintained SOPs documentation, supported audit queries with evidence packs.
- Understood backend tables in engagement tool (HIP), written SOQL queries in Salesforce SFDC and workbench, delivered operational KPIs, Standard reports, Adhoc reports, created Alteryx workflows, supported developer in enhancing Qlik sense and Power BI dashboards including SLA adherence, backlog management, and quality governance.
- Served as SME of HCP/HCO Engagement Management tools (HIP and Engage), facilitated support for external and internal stakeholders globally. Ensured effective key stakeholders are updated on any issue or requirement on daily basis along with faster delivery which lead to improved relationships. Initiated Weekly or Bi-Weekly collaboration meetings with key stakeholders, increasing strong communication, client satisfaction and reducing issues. Implemented a new monitoring process in data integration workflow which improved transparency and stakeholder engagement.
- Understood outbound and inbound data integration workflow of external systems such as MDMSIC, Reltio MDM, Veeva CRM, SAP ERP ECC, SAP S4HANA, MDG-S, Boomi, EBX, SIM, MFT. Improved intake form accuracy for compliance requests and enhanced data dashboards for stakeholder governance views.
- Supported the migration of Engagement data from HIP to Engage Lite by applying SQL expertise on the IZENDA and HIP tools to collect and customize data for smooth import into Engage Lite using its data import feature.
- Implemented payment/PO creation monitoring method, Processed vendor payments via SAP, cleared IDOC/Invoice failures, resolved payment escalations and eliminated duplicate payments to ensure ontime disbursement to HCPs/HCOs.
- Performed UAT testing, defect logging, retest coordination, and production release signoffs. Built standardized Excel reporting packs with pivots to monitor SLAs, turnaround times, and issue status, significantly reducing manual effort.
- Supported deployment of Digitalization of user access management(APS) process and automated User blocking (Appian) rules which saved 4 minutes of manual effort per user rule creation.
Client Delivery Manager – VideoKYC at IDfy Technologies (2020-07 – 2021-08)
- Acted as single point of contact (SPOC) for internal and external stakeholders, managed client tickets via L1/L2/L3 support within agreed TAT. Collaborated closely with cross-functional teams to prioritize and resolve client requests, ensuring quality delivery aligned to customer objectives and SLAs.
- Performed daily end-to-end testing of product journey and post-deployment QA validations to ensure product stability. Implemented process improvements to enhance service delivery and maintained high levels of client satisfaction. Ensured adherence to internal standards and organizational policies in all client interactions.
- Performed Identity and liveness checks, Face match check with Selfie/video, e-sign and real time-validation, AI Powered OCR technology and forgery detection, Passive liveness (anti-spoofing, light variation, angle tests), Match against government IDs or photo databases, Scheduling, queuing, retry flows, Real-time call quality + geo-tagging + consent capture.
Senior MIS Executive at Attic Infomatics (2019-10 – 2020-07)
- Negotiated with internal project sponsors and senior leadership to secure additional resources, resulting in a 10% decrease in project delivery time. Built daily/weekly/monthly MIS reports using Tableau and Power BI, conducting financial analysis including margin analysis, cost control, and budget validation, driving 16% revenue growth. Supported the preparation, reporting, and presentation of Key Performance Indicators (KPIs) and other governance metrics.
- Presented operational metrics (volume, cycle time, quality, service) to management, identifying and implementing process improvements for increased business efficiency. Contributed to operational and functional initiatives, supporting UAT activities and participating in system or process enhancements.
- Prevented from Fraud reports, implemented process improvements and enhanced product stability.
Zonal SFE Coordinator – HCP Engagements Operations at Manpower Group (2018-09 – 2019-10)
- Implemented a new project management reporting system which improved transparency and faster delivery. Verified expense claims, promotional and sponsorship pre and post event forms for compliance, legitimacy, and proper documentation. Uploaded HCP/HCO agreements and invoices into P3 system, ensuring adherence to internal and external policies.
- Educated sales representatives on compliance regulations, coordinating with Accounts Payable to ensure timely HCP payment disbursement. Maintained ongoing tracking, updates, and reporting of operational data to ensure accuracy, visibility, and compliance across all activities.
MIS Executive at Attic Infomatics (2015-07 – 2018-09)
- Negotiated with internal project sponsors and senior leadership to secure additional resources, resulting in a 15% decrease in project delivery time. Delivered MIS reporting, operational analytics, and business process improvements, streamlining workflows generating 24% revenue growth. Acted as a change agent for continuous process improvements, promoting knowledge sharing, and contributing to the development and maintenance of SOPs, work instructions, and other process documentation.
- Prevented from Fraud reports, implemented process improvements and enhanced product stability.
- Awarded Best Performer FY 2016-2017.
