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Sr. Salesforce Program Manager

Plano, Texas, United States
November 20, 2018

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Poonam Verma

Plano, TX 750**-***-*** **** Result driven and self-starter program management professional with 14 years of experience in managing complex digital transformation initiatives across industries from retail to banking. Well versed in traditional project management approaches as well as managing agile product development teams. Recognized for good understanding of CRM platform, Customer Care Technologies and handling complex project implementations, improving customer experience and revenue for the client

• Salesforce - Service Cloud, Sales Cloud, Lightening, Einstein, Marketing & Pardot • Project Management

• Budget Planning and Forecasting • Resource Management • Cross-Functional Team • Change Management

• Risk Management • CRM• Customer Service • Integration • Team Management • SDLC • Agile & Waterfall Tools

MS Office, Sharepoint, TFS, Clarity, Workday, Smartsheet, HP ALM, JIRA, RAID, RACI Professional Experience


Leading provider of information technology, business consulting, enterprise applications, and business process services. Sr. Digital Transformation Salesforce Program Manager July 2016 to Present

• Managed $7MM + complex digital web-based transformation projects involving multiple teams and stakeholders, managing schedule, risk, scope, dependencies and change management. Managed the team of 30 to perform within deadlines and goals while also meeting quality control requirements and sustaining high customer satisfaction

• Led migration of applications and users of newly acquired companies to the parent company. Developed

"playbook" for M&A initiatives for the purposes of knowledge sharing and efficient program proliferation across Cognizant, as determined by operational and executive leaders

• Led Pardot, Digital Marketing integration with SFDC to increase in marketing campaign effectiveness for healthcare client

• Managed mobile solution implementation using Salesforce and Cordova in iOS and Android for banking customers

• Collaborated with client Marketing teams to execute Marketing and CRM strategies, including customer journeys and ongoing nurturing using Salesforce CRM (Sales, Marketing)

• Led status meetings and steering committee meetings with various stakeholders. Introduced team to the agile methodology, coached the team on agile accelerator tool (Kanban) and created the template for User Stories. Generated and maintained issues and resolution log, created the training document JCPenney – Plano, TX

An American department store chain with 1,095 locations in 49 U.S. states and Puerto Rico Sr. Agile Project Manager, consultant May 2016 - July 2016

• Managed digital transformation project worth $4MM+ for the e-commerce mobile application, increasing revenue and high-performance customer facing functionalities

• Delivered mobile project using agile working with the cross-functional team involving multiple vendors. Managed scope, schedule, risks, issues, change request, budget and quality standards Genpact Mortgage Services

Multinational business process and information technology services company. Sr. Program Manager, consultant Jan 2015 to May 2016

• Rolled out salesforce application to Customer Care associates to manage mortgage customers, optimizing the business processes to close the mortgage loan more efficiently, improving the customer experience

• Prepared and presented the executive summary of multiple projects comprising of compliance, risk management, operations and software development

• Created an integrated project plan for technology and operations teams, defining the critical dependencies and key milestones for each team

• Developed and implemented PMO governance processes, change controls, business continuity planning, tollgates, and process for accelerated work efforts considered as best practice Rent-A-Center

Number 1 American public furniture and electronics rent-to-own company Project Lead Nov 2010 to Oct 2014

• Conducted JAD sessions with the marketing team, User Community representatives from 3000 store Users and CRM (Siebel and Salesforce) architects to understand the Business requirement

• Provided recommendation for Business process improvement and technological solution to stakeholders and created Service Level agreement for fulfilling the Business requirement

• Provided communication about the project progress, funding, release timeline etc. to the leadership team

• Managed the Release from initiation to deployment and supported post-deployment. Maintained inventory of product feature gaps and target resolution date

Infosys, Plano, TX

Third-largest India-based IT services company

Technical Project Manager -Customer Service Oct 2009 to Oct 2010

• Led communications to various stakeholders about the status of the Sales Cloud implementation for the Call Center. Reviewed the scope and dependencies to identify risks and link them to project milestones

• Facilitated scrum events, helped in resolving impediments, closely worked with product owner in defining product features, spearheaded offshore and onshore team deliveries for the banking client EDS / HP, Plano, TX

Now known as HP was a multinational information technology equipment and services company Lead Consultant Sept 2007 to Oct 2009

• Managed business and project risks and produced an effective plan and risk assessment so that impact to timeframe and project costs is well handled. Defined Scope and Business requirements

• Lead onshore and offshore technical team. Assisted users in developing testing strategies, plans, scripts and conduct walk-through sessions for newly established business functions and product features Clarke American, San Antonio, TX

Now Harland Clarke is leading provider of best-in-class integrated payment solutions and retail products. Sr. Application Engineer July 2006 to Sept 2007

• Owned UCM application and performed all modification and enhancement. Designed end to end Data Load process in UCM, Marketing and Analytics

MCI, Atlanta, GA

Global business and residential communications company operating in more than 65 countries. Siebel Consultant Jan 2004 to July 2006

• Provided hands-on technical expertise in design documentation, UI configuration, web template modifications, workflow, eScript, Business Services, EAI, EIM, ETL & Data Mapper Education and Certifications

• Masters in Engineering, Government College, Bilaspur, India

• PMP (Cognizant Internal Project Management Certification)

• Salesforce Certified- Professional -App Builder & ADM 201

• Certified Scrum Master (CSM)

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