SUMMARY:

• Decisive business and operational vision directing IT strategy, resources, enterprise programs, and application/infrastructure lifecycles—with consistent success in the development, deployment, and support of global enterprise systems and applications.
• Interaction with several international clients across a wide variety of software implementations contributing to company transformations.
• International business capabilities with experience building multinational, global teams that have sustained year - over-year business growth. Lead teams through a disciplined management approach that ensures timely, measurable results.

TECHNICAL SKILLS:

• Technology Practice Development Enterprise Application implementation/ Integration
• IT Leadership Siebel Sales, Call Center, Marketing
• Human Resource Management Salesforce Sales Cloud, Service Cloud, Force.com
• Vendor Management Microsoft Dynamics CRM
• Offshore Management Business Intelligence
• Highlights of Business and Technology Leadership

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Lead / Architect / CRM lead /Architect /Solution Architect

• Honeycomb Creative Support - a complete business and sales transformation project powered by MS Dynamics CRM as the core system.
• Visas and Permits - a complete CRM lifecycle to migrate them from Zoho CRM to salesforce (sales and service cloud) along with a business process review and reengineering exercise has enabled Visas and permits to hit record sales number for the last one year and resulted in 250% increase in revenue. ansrsource - a complete Salesforce sales cloud implementation program followed by support has enabled ansrsource with a single point of pipeline tracking and the management to forecast 90 days out. Recommended Marketing cloud for the organization using Pardot.
• Ssrcsspl, a division of Amnesty International - built an ISV solution on top of the non-profit sales cloud that enables their representatives to be in the field on tablets and register donors for recurring donations. About 11000 donors are registered.
• Grey Orange - a manufacturing company producing conveyor systems for warehouses, we are currently implementing sales cloud for their worldwide sales team. We are also discussing the implementation of ISV solutions for CPQ for the client.
• Mohd Hilal Group - integrating loyalty, POS and CRM systems together.

Confidential

Salesforce Lead / Architect / CRM lead /Architect /Solution Architect

• Responsible for vision, strategic direction and growth of the company. Confidential provides consulting, staffing and training services primarily in the field of CRM, ERP, Cloud Computing and BI.
• Docupace is a record storage company for several of the largest financial institutions and has an ISV solution for file application management. The challenge was to get the account record setup from salesforce to their application and to populate the information into documents on account setup. Achieved through a series of integrations.

Confidential

Salesforce Lead / Architect / CRM lead /Architect /Solution Architect

• Waste Management: End to End testing of Order to cash processes for a leading Environment company (Salesforce and Siebel). Processes tested from Sales Cloud to Siebel.
• State Bank of Mauritius: Business Certification testing for MS Dynamics CRM for a leading bank in Mauritius
• Coca-Cola: Force.com ISV solution - app development projects for a leading beverage company - Managed a team that built a force.com application to track materials used in beverages and the creation of the beverage packaging
• Motorola: Staffing engagements with Motorola - directing team members on initiatives

Confidential

Senior Director

• Tapped by Vice President of CRM to help resolve ongoing performance issues as Development Engineer, and quickly earned promotion to Manager, then Director of CRM. Requested to lead performance improvement initiatives in Oracle HRMS and Financial system development and operation functions, in 2010, as an additional responsibility to continuing leadership in the development, operational support and improvement of CRM technology.
• Recruit and direct an expanding global application development and support staff, from initial team of 3 to current international staff of 25, managing 30+ applications in 4 countries (U.S., Malaysia, Czech Republic, and India). Managed consulting vendor resources and contribute to overall budget control through financial discipline of projects.
• Strategize and direct CRM salesforce and service automation and Oracle HRMS/Financial architecture/application planning and development, improving performance and reliability of CRM solutions and services by more than 400% to meet SLA (99.5% systems uptime) supporting 24/7 sales (telesales, field sales, government), marketing (marketing, telemarketing), finance, customer service, and emerging market operations in 6 call centers and offices in 40+ countries.
• Deliver 360-degree customer views, full data integration, and near-real-time sales information through development and support of sales force automation, call center, marketing, and business intelligence analytics functions integrated with Monster.com website and worldwide business systems including Oracle Financials, Agresso, Coda, Navision, and SOP.
• Piloted on-time, under-budget completion of a $12 million CRM upgrade / Unicode conversion project—the largest technology project in the company’s history. Devised and directed a vendor-deliver operating system and database upgrade, while coordinating interface and internal application development enabling operations on in-warranty hardware and latest-version OS, and enhancing the company’s infrastructure to support global business expansion.
• Championed lead-to-cash workflow optimization and CRM integration. Slashed quote-to-order fulfillment time from 3 days to minutes (achieving a 6-minute record). Designed email quote system based on Microsoft Word, saving $200K over initially-proposed Adobe PDF system. Directed the build of a CRM-website message-based architecture for product provisioning andonline quote acceptance and product implementation system.
• Applied more disciplined project management processes to deliver a 40% reduction in software delivery time while reducing project costs by 30%. Instituted 6-stage agile development and locked-down testing processes that slashed QA ticket counts by 70+%.
• Drove continuous improvements in operational and cost performance, saving 2,000+hours in productivity and cutting $125K+ in licensing costs through proactive operational assessment and management.
• Enhanced order-to-cash processes and architecture to deliver 5-minute versus 2-day revenue recognition and financial reporting. Integrated CRM and Oracle using Business Process Execution Language (BPEL) / Service-Oriented Architecture (SOA) to. Rolled-out North American system as a global implementation.
• Saved hundreds of thousands of dollars and closed the loop from marketing campaign to order by creating an in-house email marketing capability using the CRM system. System further enhanced revenue reporting accuracy. Expanded CRM-website-telephony integration to customer service to reduce order processing time by 45%+.
• Realized an extra 12 hours of development time and improved resource ratio of 3:1 versus 2:1—enabling support of 4,000 users with a team of only 4 administrators. Developed and deployed high-performance resource-utilization processes and a follow-the-sun operational.
• Transformed initial slow-performance issues of CRM application to a benchmark 3-to-5-second screen return per query, amazing even Oracle experts.
• Implemented and Directed CRM engineering teams for 2 other divisions of TMP Worldwide - Monster’s parent company until it split out into its own divisions. The divisions were TMP Advertising and communications and Direct Marketing (which was sold).
• Reviewed Salesforce (Sales and Service Cloud) in order to migrate from Siebel to Salesforce. Created Architecture of how Salesforce would fit in the Monster ecosystem. The project faced budget issues.

Confidential

Salesforce lead Salesforce Lead/ CRM lead /Architect

• Conxion Corporation (2001): Developed an ISV solution in the form of an integration interface linking website and Siebel CRM for the hosting company providing servers for Symantec and Microsoft Live Update. Interface prevented the hiring of additional resources while creating real-time request access.
• Autodaq Corporation (2001) : Led the corporation's technical team in the implementation of Siebel CRM on a Unix platform that created sales rep access to leased car inventory. Integrated Siebel with the Autodaq website, enhanced application functionality, and conducted training in Siebel basics, development, workflow, Enterprise Information Management (EIM), and server administration.
• Coremetrics (2001, 2000) : Installed, configured, implemented, and administered Siebel 99.5 SalesForce Automation/Call Center with service request module, as team member.Implemented vanilla instance for rapid implementation that enabled flexibility in future customization to meet workflow requirements. Managed development-to-production migration. Deployed thin client for Windows remote users, optimizing service request capture and processes.Served as sole consultant in later project upgrading system to Siebel 2000, including relocation of servers.
• Monster (2000) : Consulted in the definition, design, and architecture of a pilot computer telephony integration (CTI) project, as professional first. Worked with telephone vendors, Avaya and Genesys, while configuring Siebel CRM. Configured data quality module for data cleansing and prevention of data duplication. Participated in Siebel upgrade from 99.5 to 2000. Implemented Target Account Selling, configured Smart Scripts Pilot, and integrated Oracle Financials.
• Siebel Systems (1999): Consulted in the development and debug of a demo to be used for the Siebel sales organization in presenting Siebel Telecommunications.Partner with Product Manager in needs assessment and development. Completed QA on Siebel Release 99.5.
• Previous Development, E-Business, Business Analysis, and Coaching Experience (Prior to 1999)
• Contributed to various organizations in India (Dr. Jivraj Mehta Smarak Health Foundation - Bakeri Medical Research Center, Informatica Educational Institute, Pen Workers, Modern Marketing Agencies, Balaji Publishing, Navnitlal& Company,Compufield) within medical research, manufacturing, marketing, publishing, advertising, and computer training.
• Performed design, coding, testing, business analysis, website management, and systems implementation.Contributed to the development data collection, inventory, billing, and customer management systems. Trained students on basic computing and desktop publishing/graphic software.