Resume

Experience

  1. AVP - Salesforce Lead, CX Lead

    Singlife Singapore Aug 2020 - Aug 2023

    Delivered two complete Salesforce implementations for service operations, expertise in designing solutions and architecture for large and complex organizations. I am deeply involved in every stage of the project lifecycle, from conceptualization to deployment and maintenance.
    • Adept at building customer journey maps and process design, good understanding of customer experience to deliver best-in-class experiences, trained in UI/UX research using human-centered design philosophy to deliver best-in-class experiences .
    • Hands-on technical expertise with API integration using Twilio, Postman, Amazon Connect, Qualtrics, Tableau etc. Maintaining integrity of services integrated with our cloud environments, including proprietary in-house systems and external integrations.
    • Worked with developers to make sure they have clear path and process for development, testing and deployments and follow Salesforce best practices for implementing and managing release processes for configuration and code through all environment.
    • Improved customer service agent efficiency by 15%+ through better routing, efficient case management, reporting, benchmarking, and automation.
    • Solely responsible for implementing the voice of customer program, to gather feedback from all customer touchpoints and share insights with relevant departments. Ran multiple insights to action workshops and ensured feedback is being actioned through setting up closed-loop processes.

  2. SENIOR ANALYST

    JP Morgan Asset Management, Mumbai Apr 2015 - May 2019

    • Led the migration project for legacy CRM systems to Salesforce, successfully ensuring a smooth transition and integration of data.
    • Managed the complete implementation cycle through release management, including testing, scripting, business validation, management sign-off, staff training, and JIRA management.
    • Developed customized solutions within Salesforce Sales Cloud to support critical business functions and meet project objectives, client requirements and company goals.
    • Handled all basic administrative functions including user account maintenance, reports and dashboards, workflows, and other routine tasks.
    • Nominated for the annual Achievers' award in recognition of outstanding performance.

  3. SOFTWARE ENGINEER

    Mothersonsumi Infotech Jul 2011 - Jul 2013

    • Developing utilities which will automatically installs and configures environments, Third parties.
    • Deploying, automating, maintaining system, to ensure availability, performance, and security of productions systems.
    • Build, release, and configuration management of production systems.
    • Responsible for automating regular and redundant processes occurring project.

Education

  1. Nanyang Technological University, Singapore (NTU)

    Jun 2019 - Jul 2020

    Master of Science - MSc
    Finance and Technology

  2. Indian Institue of Management (IIM), Kashipur, India

    Aug 2013 - Mar 2015

    Master of Business Administration - MBA
    Technology and Operations

  3. Uttar Pradesh Technical University

    Aug 2007 - Jun 2011

    Bachelor of Technology - BTech
    Computer Science and Engineering

Skills

  • Cloud Platforms

    • Salesforce • Qualtrics • AWS • Power BI • Tableau • Qlik

  • Programming Language

    • Python • Java • C • Apex • Javascript

  • Database Management

    • MySQL • Dataloader • Snowflake

  • Project Management

    • JIRA • Confluence • Trello • Slack

  • Development Methodology

    • Agile • Scrum (Scrum-master)

  • Version Control

    • Git