SUMMARY:

• Proficient with Salesforce Sales, Service, Marketing with Customer Portal Omnichannel interface, Leading global implementation with multiple turnkey CRM programs running in in parallel. Expertise in CRM Solution architecture, design, executive program management.
• Project steering committee lead, vendor relationship, project planning and delivery of multiple complex CRM programs with REST API, microservices, ETL integration
• Highly experienced with Global Compliance, Vendor Management in Multi Vendor Scenario, Expertise in hiring and building best in class teams in quick turnaround.
• Lead Delivery and Pre - sales of CRM Practice for multiple client engagements across Financial Services, Health Care, Manufacturing, B2B, Automotive clients.
• Won multiple CRM deals Major CRM Transformation Deployment in Salesforce and Dynamics CRM.
• Strategic consultant for Greenfield implementations.
• Salesforce Lightning Upgrade, Integration with ERP and other inhouse/legacy systems, Project Architect and Integration Architect.
• Developed Accelerators for Cloud migration. Responsible for budgeting, forecasting, hiring manager
• Solution Architecture of multi country CRM implementation program and integration in commercial lending space.
• Extensive Expertise in Deposits and payments space, Successfully Lead Pre-Sales Solution, SOW Client/Partner Discussions and Delivered multiple CRM and ERP programs in Fixed Bid Contract

CORE SKILLS:

Executive Leadership

Practice Building

Pre-Sales

Vendor Management

CRM - Salesforce, Dynamics 365

SFA, Servicing, Field Services, Insights

Cloud Migration, Integration

Einstein, Power BI - Digital Analytics, RPA

EXPERIENCE DETAILS:

Confidential

Technology Head

Responsibilities:

• Lead solution and implementation on multiple Digital Transformation programs, including merger of US and MX Salesforce Implementation, Cross Border integration between Salesforce and Global Dynamics CRM, Siebel Treasury Transaction Services platform, KYC Dashboard in Einstein Analytics, Global Sales Reporting in Power BI, CRM with Confidential Customer master integration, Lead Generation and Scoring with AI to name a few of the recent key ones, Commercial Bank Client facing sales and servicing portal integration.
• Leading Cross Border platform integration with near real time interface between Global instances of Dynamics 365 online, Dynamics 365 on-premise and Salesforce.
• Leading Migration of Mexico Salesforce Commercial Banking Non-Standard data model to US Salesforce standard data model with common lending risk integration. Project involved gap analysis, complex data mapping, data architecture, integration and data migration.
• Implemented SBA PPP loan origination to disbursement process in Service Cloud in quick turnaround
• KYC segmentation and credit hierarchy Governance from Salesforce. Working with Architecture Governance, Information Security, Regulatory Compliance, Microsoft, Solution Partners and other third-party vendors
• Salesforce Hybrid mobile App implementation
• Implemented CI/CD RLM process for salesforce using Bitbucket pipeline, UDeploy/ Jenkins. POC for COPADO in progress. Implemented shared delivery model with business low code model
• Address Salesforce Security audits, identity access management, Shield for salesforce implementation for Encryption at Rest.
• Customer and Contact Master Central integration for Salesforce contact and customer information, customer legal /credit hierarchy, marketing hierarchy.
• New Greenfield implementation of Commercial Banking CRM platform in Salesforce Financial Services Cloud in progress.
• Architect for Cloud Migration for Multi Country Global Dynamics CRM implementation to Dynamics 365 online cloud with complex integration, GDPR, Country Regulatory Compliance, Confidential Complex Cloud Architecture Review process across, APAC, EMEA and US and LATAM Region in Financial Services sector in 29 Countries.
• Design and Developed multiple RPA BOT’s using Automation Anywhere with multiple interface. Developed Meta BOTs adopted as standard across different groups.
• Experience with Complex Confidential Cloud Architecture Review process. Got it through in quickest turnaround time by directly working with Confidential Technology and Business CXO’s. Working with Engineering team on multiple POC’s for cloud solutions, with POC cloud architecture compliance review, vulnerability assessment, security and compliance,
• SSO, Ad sync with Ping Federate, Server-Side Sync for cloud, Azure Service Bus, Secure Socket gateway and APIM. Travelled Globally to conduct cloud workshops in EMEA and APAC countries.
• Launched mobile portal for CRM in 25 countries globally for the first time in Confidential Commercial Bank in record turnaround time. Bypassed complex mobile architecture gateway process with intelligent architecture.
• Implemented Digital Analytics Platform for Portfolio level Sales Pipeline Analysis, User Adoption, Dashboard using Power BI.
• Implemented Azure Dev Ops, Application Insights monitoring and CI/CD using Jenkins, PowerShell
• Strategic Migration of Mexico Commercial Salesforce implementation into Standard US Salesforce implementation.
• User Adoption/System Performance improvement
• Business Process Reengineering to improve TAT on Sales, Gain efficiency in customer service
• Integration Risk, onboarding. LinkedIn, Treasury Siebel Systems
• Client Cube Dashboard Implementation, Cross Border Portfolio Management
• Sales and Marketing Hierarchy integration
• Digital Marketing Campaign, response tracking, segment analysis

Global Practice Lead

Confidential

Responsibilities:

• Leading Delivery and Pre-Sales for a team of Dynamics CRM and AX Professional Services in Global Delivery Model.
• Handling multiple Agile projects across BFSI, Health Care and Commercial business verticals. Achieved Growth from 0.5MM to 3MM in Annual Revenue in 2016.
• Won Deals of total TCV $20MM+ within this year.
• Successfully Completed Proactive Resource Planning and hired Key Dynamics CRM Talents as the Hiring Manager for Practice. Developed Training Framework to train internally available .Net and Functional CRM Skilled Resources in Dynamics CRM. Built Practice KM Intranet Site for Knowledge Repository, Discussion Forum, Team Collaboration.
• Solution Architect for multiple pre-sales initiatives. Traveling to multiple Client Sites to participate in Oral presentations, Conduct CRM Solutioning workshops, Provide Solution Assessment Services for Contac, Center Solution, Sales force Automation.
• Played anchor roles in win of $3.5 Million CRM Implementation Deal with a Key Health Care Client, $11MM multiyear engagement for Dynamics CRM and AX and Several other key wins for Manufacturing and BFSI clients.
• Anchored Solution Roadmap exercise for multiyear CRM Digital Transformation implementation for Health Care client covering Customer Services, Sales, and Marketing Solutions. Successfully Delivered 2016 Dynamics CRM Online Implementation for Sales, Customer Service in Phase I along with SSIS/WCF Integration, Mobile UI, Dashboard/Reporting, Selective offline Data Archival and Restore Strategy.
• Working on Digital Omni Channel Strategy Definition, Customer Journey Mapping, CRM Platform Evaluation, TCO Analysis and Service Architecture Definition to integrate CRM with Core Banking Solution for Global Banking Client.
• Played key role to turnaround client reputation for a Dynamics CRM and AX implementation project for Freight Services client, by delivering the project on time and also recovering from all requirements and design anomalies giving a fresh perspective to approach.

Program Lead

Confidential

Responsibilities:

• Managing multi country CRM implementation and integration with Confidential Commercial Lending process and Risk Platform in Dynamics CRM and Saleforce.com.
• System Integration of Commercial Lending CRM application with MDM systems, KYC and Credit Analysis platforms. Engaged in system integration architecture design, gap analysis, customization needs, system blueprinting, Use case modeling for real time and batch integration.
• Complete end to end ownership of the program. Directly engaged in Sprint planning, Estimation (UCP model), Project Scheduling, Tracking, Exec level Status Reporting.
• Program Review, Functional and Technical Design preparation, Data Architecture, Reference Data Steward, Data Migration SIT and UAT testing and deployment. Deployment Script preparation and anchoring releases with user training and transition to production support teams.
• Role involved extensive interaction and coordination with business leads across 16 different countries globally, vendor management, Budgeting, manage FTE and manage IPP Vendor Development teams in Global Delivery Model.
• Parallel Engagement in the Dynamics CRM2011 to CRM 2015 upgrade effort. Coordinate with Microsoft PFE and external vendor on outlines CRM2015 based Functional requirements and gap assessment. Impact Analysis of the base and extension table merger process.

Senior Program Manager

Confidential

Responsibilities:

• Lead CRM Implementation Program for Global commercial banking and credit platform. Program Manager of Microsoft Dynamics CRM implementation, integration with Global Customer Database, Dashboard, Pipeline Analysis and Sales Performance Reporting, Sales Force Automation, Document Digitization, Document Status Monitoring.
• Worked on Digital Strategy Definition, Customer Journey Mapping, CRM Platform Evaluation, TCO Analysis and Service Archiecture Definition to integrate CRM with Core Banking Solution for Global Banking Client.
• Written Multiple Fixed Price Proposal and SOW's. Won and Delivered the SOW's with high customer satisfaction rating.
• ROI Analysis and cost comparison between Salesforce and Dynamics Implementation. Presentation to key stakeholders.
• Tracked and presented Key Business Value adds, Frameworks and accelerators developed as part of the program to Senior Execs and won accolades in many occasions.
• GPP Implementation: Implementation of Fund-tech Global Pay Plus Payment SEPA compliance changes. Experience with SCT and SDD, IBAN Migration. Also engaged Confidential independent validation service for IV&V activity.
• SAP FICO Financial Control System Implementation: Extensively worked in SAP-FICO to implement e-ledger platform migration as a central GL interface. Involved in Architecture, blue printing sessions, Migration Planning, RICEFW design, AS-IS vs. TO-BE process mapping, System Data architecture and build process following ASAP methodology.
• Oracle E-Business Suite Implementation: Account Analysis, Receivable and General Ledger application upgrade to R12. The upgrade involves redesign of several key process features e.g. sub ledger process, user manual write-up, Significant change in data model and user interface, Implementation of Autosys Scheduler, Unix Shell Scripts, Integration with SSO and Discoverer for BI Reporting, Oracle SR Tracking and follow-up.
• ETL Reports Redesign in SSRS: Worked on Reporting Enhancement and ETL Global Payment Services- MIS Application. Worked with Reporting Widgets to Design Several BI Reports on Margin Analysis, Transaction Volume Trends, System usage trend Overdraft Monitoring, FCI's Trend and Heat Map Analysis.

Solution Architect

Confidential

Responsibilities:

• Analyze clearing and settlement Strategies to split the US and EU regional processing, maintaining a seamless integration and cohesiveness. Had to analyze multiple peripheral systems, created process definition and meta models and target application blueprint, participate in JAD Session and interview of several subject matter experts for client as well and internally within employer organization.
• Worked as Team Lead for large Deployment of Dealer Sales Analytics for Ford UK. End to end engagement on Requirements Gathering, Architecture, Design Development and Implementation