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SalesForce Consultant / Admin / Business Analyst

Mississauga, Ontario, Canada
December 28, 2017

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T: 647-***-****


Achieved successful completion of various projects viz., Product Market development, CRM software development / implementation.

Over 15 Years of IT experience with around 6+ years experience in CRM Platform as an Administrator and Developer.

Around 4 Years of experience in the Microsoft Dynamic CRM Platform – Functional and Microsoft Lync.

Experience in phases & processes of Software Development Life Cycle (SDLC) customization and implementation, including Release Management, Development and experienced in implementing Agile Scrum Methodologies.

Understanding of SFDC CRM business Processes. like Forecasting, Campaign Management, Lead management, Pipeline Management, Account Management and Case management.

Proficient in security and sharing rules at object, field, and record level for different users at different levels of organization.

Experience with SFDC development using IDE, Apex classes and Triggers, Apex Scheduler, VisualForce Custom Controllers and Extensions, SOQL and SOSL quires and DML statements Familiar with Stored procedures Triggers/ Functions using SQL.

Worked with IDE tools like Eclipse, Eclipse IDE Plug-in, Explorer, Migration and Excel connector.

Integrate External data using SalesForce Connect.

Involved in Custom Integration of Outbound Messages, Workflow & Approvals, Alerts, Reports, Security Controls, App Exchange Package, Sandbox data loading, & Custom Application, Email generating services according to requirements.

Experience in designing of almost all declarative Salesforce administrator tasks and advanced implementations tasks including but not limited to creating custom objects, formula fields, field dependencies, tabs, profiles, pick list, role based user page layouts, Dashboards, Tasks and actions, validation rules, Data Utilities and loading according to application requirements.

Integration of SFDC with external Web Service API’s for implementing web services in the application for access to data by users.

Involved in Data Integration and Migration using data loader, with the existing Legacy systems. Exported data from various legacy systems (oracle/ MYSQL, Windows File System) and ingested them into SalesForce.

Interact with business team members to gather & document the Business and Software Requirements.

Customize administrator settings under Community Management to manage basic setup information, views group dashboards, feed activity, and license usage, etc.,

Use Bank Kit from to automate the process of identifying prospective clients with interactions with customer service reps, bank officers, sales and marketing teams and scans channels across social, mobile, and web environments to capture and track leads.

Support and training new end users and business users of the SFDC application.

Experienced in using Tableau (for data mining / reporting ).

Experience in cloud technology - Sales Cloud, Service Cloud, Call Center,, Chatter collaboration, App-exchange on and on-premise infrastructure integration, along with SalesForce1….

Use Live Agent, to monitor agent queues to balance workloads and maximize productivity, besides tapping into metrics on the full history of an agent’s performance and instant message sessions.

Ability to effectively communicate technical issues and resolve problems at all levels of the organization both internally and externally.


Bachelor of Arts - Hansraj College, University of Delhi,- Major Economics

MBA - The Institute of Management Studies, Delhi

Diploma in Marketing Management - Cosmos Academy

Diploma in Oracle 8, Developer 2000, VB6 – STG, Software Technology Group Intl. Ltd., Delhi

SAP – BO BI,SAP – R3/SD module. Business Analyst – CBAP - IIBS

ITIL, PMP ( studied) understanding

CRM Developer/ Administration – USA

Microsoft Dynamic CRM (Functional) People Skills (USA), Office 365, Cloud Computing

Microsoft Lync – Sales/ Training/ Technical selling skills/ setup.

Business/Technical Skills:

SFDC technology - Apex custom controllers and extensions, Apex Triggers, Apex Classes, Apex web services, VisualForce Pages, Eclipse IDE Plug-in, Sandbox, Data Loader, S-Controls, Ajax, Agile scrum, Lightening, Salesforce

CRM, Classes/Controllers, SOQL, SOSL, Workflow rules, Eclipse, XML, Excel Connector, SQL.

Business Development through different sales pipeline built-up channels, Services.

Consultative Solution Selling Skills. Manage leads, opportunities in and in CRM Microsoft Dynamics.

Use operational, Analytical and collaborative styles of CRM for improvement in customer service.

Use CRM as a tool to maximize the conversion of prospects into opportunities

Account Planning / Management, Account Profiling and Relationship Building, Problem solving.

Client Services, product presentations, Embedded Sales and commands. B2B Business Development.

Vendors/ Suppliers development, SME coordination and Management, Time management.

Analysis of the data with objective of understanding the shortfalls results and identifying revenue opportunities.

Manage and Train Team of Sales Account Managers, Lead Consultants and Customer Service Personnel.


Apex IT CRM Solutions Ltd., - Delhi, - March. 2017 – Jan. 2018 - Salesforce Manager - Administrator

The project was for one of their clients MTS. They are one of the largest mobile networks provider, with about 9 million subscribers across India, providing voice, broadband internet, messaging and 2G,3G,4G data services in India. They use CDMA technology and GSM networks and are planning to slowly decommission in the next few years. They have their legacy 4G network and will be using LTE that will be integrated with 4G LTE network. They chose SFDC for their Marketing, Sales and Customer Service business processes.


Interact with business user groups, gather requirements for SFDC implementation and document the Business/ Software Requirements, in accordance with the needs of the organization.

Perform detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SFDC and other Platform based technologies like VisualForce, and API

Responsible for creation of users, roles, profiles, customization of reports & dashboards for different users profiles,as per the client requirement. Define and implement object level, field level and record level security and enforce sharing rules and access settings.

Design Custom Objects, Tabs, Entity-Relationship data model, Validation Rules on the Objects, Components /VisualForce Pages.

Create page layouts, edits, search layouts to organize fields, custom links, related lists & other components on a record detail.

Create workflow rules & defined related tasks, validation /Auto-Response Rules, Approval process, email alerts/templates & field updates.

Customize page layouts for Campaigns, Leads, Opportunity, Contacts, Cases and Accounts depending upon user roles, and groups.

Implement various advanced fields like Pick list, Custom Formula Fields, Field Dependencies.

Develop Apex classes, Controller classes and Apex triggers for various functional needs in the application.

Evaluate Data entry, import processes, ensure proper data quality standards exist for the SFDC application and implement data migration.

Create various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as sales tool and configured various Reports for different user profiles.

Handled a 7 people team.

Environment: platform, Apex Language, Visual Force, Pages, Components and Controller, Data Loader, Workflow & Approvals, Reports, Custom Objects/ Tabs, Email Services, Security Controls, Eclipse IDE Plug-in, Sandbox data loading.

Protech Software, - April. 2016 – Dec. 2016 - Salesforce Administrator / Developer

Protech provided strategy project Handling services enabling enterprise scale adoption of IT resources and open source software (OSS). They undertook projects for delivering solutions in IT, including CRM to provide a common view to its clients across different business segments.


Work with functional leads to transform and develop new requirements into design and implementation.

Derive Functional Requirement Specifications (FRS) based on User Requirements Specification (URS).

Design, develop & deploy Custom objects, Page layouts, Custom tabs, Components, VisualForce Pages to suit the needs of the application.

Customize the Dashboards to the track usage for productivity / performance of business and sales teams.

Customize tabs for use among different business user groups and service groups

Create profiles and configure the permissions based on the organizational hierarchy requirements.

Design and develop workflow rules, validation rules, and customizations within Salesforce.

Design, develop Apex Classes & Triggers, and link them to manage the workflows implemented.

Implement S-controls to manage sales plan call sheets in Salesforce, capturing prep data and call activity.

Extend native SFDC reports to leverage custom fields to create meaningful reports and dashboards.

Involve with SFDC Premier Support and handle the support cases.

Administer and monitor the company’s Sales force CRM application and SF lightening.

Connect External data sources using SalesForce1 Lightening Connect (to avoid duplicating data and setting up integrations with external systems, besides accessing external data in SalesForce environment in Real-time, etc.,

Partner with SME’s to develop content,,positioning and messaging with context to product solutions, application development.

Environment: SFDC CRM Application Platform, Apex Language, Visual Force, S-Controls, HTML, JavaScript, Custom Objects, Tabs, Page Layouts, Workflows, Approval Processes, Email, Messaging, Dashboards, Reports, Eclipse, Sandbox, Production environment.

The Cambridge Group, Chicago, IL Oct. 2015 – March. 2016 Administrator

The Cambridge Group, is a management consulting firm headquartered in Chicago. It works with CEOs and top management teams. The Group researches latent and emerging consumer demand, and applies the information to product, service and marketing innovation. The Group applies its understanding of profitable demand to help its clients develop and execute targeted business strategies to improve their revenue, primarily through the analysis of existing problems and the development of plans for improvement The Group sought to deliver personalized consulting solutions to its clientele by establishing a single CRM system that will provide a common view of its clients across different business segments.


Performed the roles of Salesforce Consultant and Administrator in the organization.

Implemented escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution.

Implemented Workflows, Alerts, and Assignment rules.

Created tasks for users based on the workflows.

Configured various Reports and Dashboards for different user profiles based on the need in the organization.

Created Report Folders to assist managers to better utilize SFDC as a sales tool.

Designed and implemented various Email templates for Auto-Response to customers.

Worked on Case Management.

Involved with SFDC Premier Support and handled the support cases with the help SFDC support.

Training the end-users of the SFDC CRM application.

Environment: SFDC platform, Apex Language, VisualForce, Pages, Data Loader, HTML, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services

NPD Group inc., Port Washington NY - April 2015 – Sept.2015 Administrator/ Developer

The NPD Group, a leading global provider of market research information, needed to make integrated sales and marketing information accessible from any worldwide location. The company, which provides research information for a wide range of industries, required a system that would bring together data from distinct business units from across the globe. NPD chose Salesforce CRM Enterprise Edition to consolidate disparate systems and records into a single online repository of customer/ opportunity data.


Proficient in setting up field level access for each custom object created based on the user’s role within the organization.

Worked with field & page layout customization for the standard objects like Account, contact, Leads.

Experienced with customizing custom objects, tabs, fields, page layout as per the business need.

Expertise on migrating data from external legacy system into Salesforce application using Apex Data loader & CSV files.

Worked on Requirements gathering and project management for SFDC implementations in accordance with the needs of the organization.

Used JavaScript, Developed Apex classes, Controller classes and Apex triggers for various functional needs in the application.

Worked on various Salesforce objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards.

Experienced in developing SFDC custom objects and work-flow business rules.

Created page layouts, search layouts to organize fields, custom links, related lists and other components on a record detail and edit pages.

Developed and configured custom reports and report folders for different user profiles.

Experience integrating the web services by generating the necessary stubs from the WSDL files for extracting the data from the home grown applications by using the home grown web services.

Experienced on implementing role hierarchy & sharing rules to configure visibility

Customized the Messages & Alerts on the Home page.

Experienced with SOQL and SOSL query language

Qualified in implementing visibility rules established within The context user should only be able to view the campaigns which are visible to him via standard Salesforce UI.

Involved in client interaction for discussing the work flow and customization of page layouts.

Worked closely with business process reviews.

Environment : platform, Visual Force (Pages, Component & Controllers), Apex Language, Data Loader, HTML, JavaScript, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in,

Allianz Life Insurance, New York, NY - June 2014 – March 2015 Salesforce Administrator / Business Analyst

As a leading global financial services company, Allianz offers world class expertise across a wide range of financial services from asset management to insurance and retirement solutions. One of the world's largest providers of property and casualty insurance, Allianz also offers commercial and corporate insurance solutions. The company sought to deliver a personalized insurance solution to its clientele by establishing a CRM system. The company needed a tool that will track and manage, leads and opportunities, and enhance organization wide knowledge sharing through efficient capture, reporting and management of key customer data.


Involved in SFDC Application Setup activities and customized the apps to match the functional needs of the organization.

Interacted with various business team members (JAD Sessions) to gather and document the requirements.

Use Rational Unified Process (RUP) to configure & develop process, standards, procedures & create Business Requirement Document.

Implemented the requirements on SFDC platform and IDE Plug-in using Eclipse.

Created company profile, set up new user profiles and define roles. Developed and deployed workflows wherever necessary.

Maintain system security, sharing rules, and access settings.

Worked with various SFDC objects like Accounts, Contacts, Leads, Campaigns, Reports, Dashboards

Developed various Custom Objects, Tabs, Components and VisualForce Pages.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Work with the development team to implement Apex Classes, Controller Classes and Apex Triggers for various functional needs.

Integrated the web services by generating the necessary stubs from the WSDL files for extracting data.

Interacted with the SFDC premium tech support team on a regular basis.

Environment: SFDC platform, Apex, Visual force, Data Loader, HTML, Java Script, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls.

MillerInsurance Services - Jan.2014 – May 2014 MS Dynamic CRM Functional Consultant/ Trainer

They are one of the leading Insurance brokerage specializing in commercial insurance / reinsurance brokers operating at Lloyd’s, and with different worldwide locations. They already had a central system to provide a clear picture of the relationship with clients and prospects . Their EPD, data management and CRM was already being looked after by consultants and were being supervised for implementation and data migration. They had solution in place with a plethora of data relating to client information sources including Outlook address books, central contacts, sales etc., The requirement was for a MS Dynamic CRM functional consultant / Trainer for their staff to familiarize with MS Office Suite including but not limited to Outlook, Lync, etc., and to increase the user adoption more efficiently.


Worked directly with customer (B2B model) to understand the business problems and requirements of CRM strategy, which included presentations, demonstrations of the technology and meetings with the leaders of marketing and sales departments. Also Worked on applications, involving Quotes Management, Order Management to Account Management.

•Generated documentation of requirements (functional specification and coordination).

•Led training / education sessions for the stakeholders and staff (training material, guide/ presentations).

•Perform gap analysis and translate business requirements into application functional requirements

•Develop best practices and procedures to improve quality of deliverables and efficiency

•Support application implementation through requirements, deployment and support

•Customized solutions as per requirements using custom forms, views, entities, relationships,

•Developed Custom Dashboards to communicate information efficiently and in real time

STAPLES – EasyTech4 Business - Senior IT Sales Manager -IT Solution Selling – April 2011 – Dec. 2013

Use Rational Unified Process (RUP) to configure & develop process, standards, procedures & create Business Requirement Document.

Implemented the requirements on SFDC platform and IDE Plug-in using Eclipse.

Created company profile, set up new user profiles and define roles. Developed and deployed workflows wherever necessary.

Maintain system security, sharing rules, and access settings.

Worked with various SFDC objects like Accounts, Contacts, Leads, Campaigns, Reports, Dashboards, Tabs, Components and VF Pages.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Develop, implement, review, analyze business and strategic action plans to achieve Budgeted Targets in assigned territory.

Do opportunity identification, qualifying by effectively utilizing CRM Manage the lead generation pipeline and the Team by qualifying and driving opportunities into the funnel. Discuss results of weekly competitive analysis with the teams.

Provide clients with a portfolio of IT infrastructure technologies - including CRM software/ cloud based Solutions, DMS Solutions,

Resolve project escalations, review changes in a project viz., scope, schedule and expectations.

Manage 3rd party partners to define customer solutions (Hardware/software (EMR/EHR)), services and support.

Develop & maintain relationship with channel partners, suppliers, vendors and agents to work towards getting SME supports.

Manage teams of Project Manager, Technical Account Managers and Senior service Technicians with working relationships within groups.

Td Bank, Charlotte, NC - March. 2010 – Feb. 2011 Business Analyst

TD Bank’s new online banking application was an enhancement of the existing bank portal and was developed using Oracle. The project allowed users to have a secure, user friendly, and performance-oriented web solution, enabling users to access their various accounts through the Internet. Customers had the option to transfer funds between different accounts, check transaction details, schedule & make payments using automatic bill pay, review statements using Electronic Statement Service (eStatements) & discontinue receipt of paper statements in the mail if they wished so.


Gathered business requirements from end users keeping in mind their need for the application, and documenting it for the developers.

Conducted Gap Analysis and created an AS-IS workflow to better understand the mechanics of the existing system.

Researched various components of online banking applications, read several papers, conducted surveys, and prepared a ‘Best Practices Report’ and submitted it to the Project Manager.

Developed prototype of new information processing application and facilitated collection of functional requirements from system users.

Prepared comprehensive business requirement documents using Rational RequisitePro that provided appropriate scope of work for technical team to develop the overall system.

Used UML methodology and Rational Software tools to develop use case diagrams and activity diagrams.

Updated and communicated project status to management through effective presentations.

Assisted the QA team in designing the Test Plan and Test Cases for User Acceptance testing.

Environment: Unified Modeling Language (UML), Rational Requisite Pro, MS Office, MS SQL,

SONY Of CANADA Ltd., ON - Asst. Manager, - CRM SalesForce /Product launch/ Development March 2002 – Feb. 2010

Develop and track product Key Performance Indicators (KPI’s). Manage and Train a team of 13 people

Use Rational Unified Process to configure & develop process, standards, procedures & create Business Requirement Document, for CRM.

Create and set up new user profiles and define roles. Developed and deployed workflows wherever necessary.

Understand SDLC, SFDC requirements on objects like Accounts, Contacts, Leads, Campaigns, Reports, Dashboards, Tabs.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Maintain system security, sharing rules, and access settings.

Responsible for – SLA services management (Service based ticketing tracking), customer relations management, negotiations, building, expanding/, managing/ maintaining existing clientele.

KOHLI Business Machines, New Delhi, India General Manager, (Sales & Marketing) 1993 – 2002

Develop existing key markets as well as new markets, Sales Management through various marketing strategies, Provide sales support to the team, uncover and close new business opportunities. Submitting RFP’s and RFQ.

Manage/ Supervise a team of customer service executives (14 in office face to face & 42 Call center based).

Develop and maintain strong relationship with channel partners, suppliers, vendors and agents.

Research, analyze and maintain updated MIS (market Information system) to maintain and grow the market share.

Conduct presentations with corporate Businesses, explaining the features of the products line, attend trade fairs.

Consult, manage and support deployment, training and service teams by sharing and helping the implementation of projects for FMCG clients and Food franchises KFC, Mama Mia, Indian Coffee House and NGO’s.

Execute marketing promotional plans and ensure effective operations, manage execution of Plano gram, merchandising, training, and promotions of products, new product launches and end of life transitions, and inventory sell-in opportunities.

Manage 14 office locations and sales/ management staff of 138 people.

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