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Manager Customer Service

Temecula, California, United States
December 02, 2017

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Ajay Dighe, Certified Scrum Master (CSM)

***- ***- ****

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• Lifetime technology Enthusiast utilizing cloud computing, Salesforce CRM and Scrum for continuous improvement


• Certified Scrum Master / Program Manager: Leading cross- functional teams to execute C- suite’s vision. Consulting subject matter experts, creating requirement study reports, and defining project sprints and deliverables

• Coordinating external vendors and consultants towards project progress. Using CRM assets to build integrated teams in proposal, project execution, and customer service phases Proficiency:

• SalesForce CRM, administration, JIRA, Oracle NetSuite ERP, MS Office suite, MS Project, GTPRO PROFESSIONAL EXPERIENCE

Consultant 05/15 - Present

Client: DBVI – Non- profit 501 (C) 3 Non- Profit organization- Somerset, NJ. DBVI is expanding its operations in North America and very important aspect is bringing their congregation and partners together on one platform where SalesForce is playing a big role. Program Manager / PMO

• Negotiation of technologies / platforms for company's growth

• Evaluating various technical options for implementation of technology toolsets (Creating RSR: Requirement Study Report) Leading implementation of Salesforce CRM toolsets across organization, using scrum methodology. Hands on Salesforce cloud, community and good exposure to marketing cloud.

• Directly working on three projects while other 22 initiatives are being managed in Program Manager capacity whereby initiative leads are reporting through salesforce channel.

• Resources directly managed: three teams of 3- 8 persons each.

• As a direct lead : SalesCloud module implementation using agile methodology is a huge improvement in their working. Now moving towards community module.

• Work with Sales, Marketing, and Customer Service teams to gather business requirements and determine how to effectively translate them to workflow

• Created the event management module, Volunteers – service match module.

• Customize fields, page layouts, custom objects, applications and tabs

• Created ad- hoc reports and maintain/update current reports and Dashboards.

• Manage Profiles, Sharing, User Permissions and Licenses for Standard and Partner Portal

• Maintain workflow, validation rules, field updates and email alerts

• Deliver training and communication to business users.

• Manage mass imports and exports of data using Data Loader and DemandTools

• Worked as Salesforce Helpdesk and act as the primary point of contact for Salesforce users

• Data Analysis, Manipulation and Report generation Achievements:

• Transformed internal communications to more structure content management via CRM toolset.

• Led constant change management on initiative rollout coordination structure. Formalized process using technology.

• Coordinated and negotiated with local government officials for construction project.

• Translated Board vision statement for everyday project initiatives, and set sprints to achieve those goals for complex initiatives.

Ajay Dighe, Certified Scrum Master (CSM) 626- 475- 3076

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Mee Industries Inc., Irwindale, CA 2001 – 2014 Vice President – Project Management (2007 – 2014) Project Manager (2001 – 2007)

Managed multiple projects for the clients in a dynamic and changing requirements environment. Key Responsibilities:

• Managed an onsite and office design and construction team of 17+ technical persons.

• As Technical Product Owner worked closely with vendor and subject matter experts to manage requirement, create user stories, prioritize product and sprint backlogs.

• Presented weekly reports on the current and next sprint priority stories, team velocity report, issues and actions to the stake holders.

• Worked with the black belt quality manager to review designs, sprint backlog, impediments and priorities. • Worked with the technical staff and the team leads to ensure the development team has detailed technical specifications and direction to work thru the sprint.

• Ensured the team maintained the velocity by interacting with the management, subject matter experts, business users, black belt master and stakeholders to remove any impediments.

• Lead, coach and educate teams on project management (PMBOK) best practices, processes, and incorporating lessons learned from retrospectives and other forums.

• Supported Six Sigma management, Created risk management models & handled change orders. Technical Skills:

Contract Review, Risk & Change Management, Project scope validation, critical path method, conflict resolution, customer expectation management, stakeholder discussion and reporting to customer, procurement management and expediting, quality documentation, factory acceptance test witness, Operations and maintenance manuals, documents preparation, site installation management, claims management, project closing, lessons learnt, customer complaints/case management, YYYYY and fishbone for root cause analysis. EDUCATION

• Post Graduate Diploma in Financial Management, Indira Gandhi National Open University, Delhi, India

• Post Graduate Diploma in HR Management, Indira Gandhi National Open University, Delhi, India.

• Bachelor of Engineering (B.E.), Mechanical Engineering, The Maharaja Sayajirao University of Baroda o Activities and Societies: Swadhyay, Student Council Rep CERTIFICATIONS

• Certified Scrum Master - CSM, Information Technology Project Management, Scrum Alliance, 2014 – 2017

• Six Sigma Green Belt (in progress)

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