AI-Driven CRM & Transformation Lead

Roshan Mansa

PROJECT MANAGER FUNCTIONAL CONSULTANT (AI-Driven CRM & DIGITAL TRANSFORMATION) +91-775**-***** ***********@*****.*** Pune, MH

Professional Summary

AI-Driven Project Manager and Functional Consultant with 15+ years of experience delivering Salesforce CRM and enterprise transformation projects across Healthcare, BFSI, and Telecom domains. Skilled in integrating Artificial Intelligence (AI), Data Analytics, and Cloud technologies to drive business process automation, predictive analytics, and customer experience enhancement. Adept at managing end-to-end project lifecycles, stakeholder communication, and Agile delivery models. Certified PMP and Scrum Master with a strong background in Salesforce ecosystem and AI-powered CRM implementations.

Core Competencies:

•Generative AI (ChatGPT, Einstein GPT, Copilot) for CRM and Business Automation

•Predictive Analytics & AI-Driven Decision Intelligence

•Natural Language Processing (NLP) for Chatbots and Sentiment Analysis

•Computer Vision for Document Intelligence (OCR, Claims, Identity Verification)

•AI-Powered Process Automation (RPA + AI)

•Machine Learning (Supervised/Unsupervised) for Predictive Modelling

•AI-Powered CRM Strategy & Transformation Roadmaps

•Business Process Re-engineering using AI & Data Cloud

•MLOps, AIOps, and Responsible AI Governance

•Salesforce CRM, Service Cloud, Marketing Cloud, Health Cloud, Financial Services Cloud

•Agile & Waterfall Project Management PMP Scrum Master

•Stakeholder, Vendor, and Budget Management

Certifications:

•PMP® Certified – Project Management Institute (2023)

•Certified Scrum Master (2023)

•Salesforce Certified Service Cloud Consultant

•Salesforce Certified Advanced Administrator (211)

•Salesforce Certified Platform App Builder

•Salesforce AI Associate (in progress)

•Salesforce Einstein Analytics & Tableau CRM (trained)

AI-Enabled Project Portfolio

1.AI-Driven Patient 360 CRM – Healthcare Domain

Role: Project Manager & Functional Consultant Client: Global Healthcare Network

•Implemented AI-powered Patient 360 CRM using Salesforce Health Cloud + Einstein AI.

•Built predictive models for patient readmission risk and appointment adherence.

•Developed GenAI discharge assistant chatbot for post-care follow-ups.

•Integrated EHR data using HL7 FHIR APIs ensuring HIPAA compliance.

•Delivered AI dashboards improving patient satisfaction by 25% and reducing readmission rates by 18%.

•Tech Stack: Salesforce Health Cloud, Einstein AI, Tableau CRM, Python, HL7/FHIR APIs, Azure AI Services.

2.AI-Powered Loan Origination & Fraud Detection System – BFSI Domain

Role: Functional Consultant & Delivery Manager Client: Leading Private Bank (India)

•Designed AI-enabled loan eligibility & credit risk models integrated with Salesforce Financial Services Cloud.

•Implemented Einstein Prediction Builder for credit scoring & default risk prediction.

•Automated KYC processing with Document Vision AI (OCR) for ID validation.

•Deployed NLP-based virtual assistants for loan inquiries & case routing.

•Reduced loan approval turnaround time by 35% and improved risk detection accuracy by 28%.

•Tech Stack: Salesforce FSC, Einstein AI, CRM Analytics, Python, Azure Cognitive Services.

3.Global Salesforce CRM Transformation (Multi-Region)

Role: Technical Project Manager Client: Global Manufacturing Enterprise

•Spearheaded Salesforce CRM rollout across 6 regions integrating Sales, Service & Marketing modules.

•Implemented AI-powered opportunity scoring improving deal closure by 20%.

•Oversaw migration from legacy Siebel systems ensuring zero data loss.

•Delivered training and user adoption strategy achieving 90% adoption in 30 days.

•Tech Stack: Salesforce Sales & Service Cloud, Data Cloud, Einstein GPT, Tableau CRM.

Career Summary:

1.Harman International – Technical Architect Manager II (Feb 2024 – Apr 2025): AI-Integrated CRM Projects (Healthcare & BFSI)

2.Persistent Systems Ltd – Technical Project Manager (Jul 2021 – Jan 2024): Salesforce AI + Digital Transformation

3.Salesforce India – Support Ma;[p[‘p09nager (Sep 2016 – Oct 2019): CRM Optimization & AI-Enabled Service Cloud

4.HCL CDC Pvt Ltd – Sr. Application Support Engineer (Jan 2013 – Aug 2016): Service Delivery & Process Automation

5.Aloha Technology – Technical Engineer (Jun 2010 – Dec 2012): Web & Application Delivery Projects

6.WNS Global – Customer Support Associate (Feb 2007 – Nov 2009): CRM Operations (Siebel)

Technical & AI Tool Stack:

•AI/ML Frameworks: TensorFlow, PyTorch, Scikit-learn, Hugging Face Transformers

•Generative AI Tools: ChatGPT, Claude, Gemini, Copilot, Einstein GPT, DALL·E, RunwayML

•CRM AI Platforms: Salesforce Einstein, Data Cloud, Marketing Cloud Intelligence, Tableau CRM

•Automation & Integration: Power Automate AI Builder, UiPath AI Center, Mulesoft AI Integrator, Zapier AI

•Data & Analytics: Snowflake, Databricks, Python (Pandas, NumPy, Matplotlib), SQL, Power BI

•Project Management Tools: Jira, Confluence, MS Project, Monday.com, ClickUp

•Collaboration Tools: Slack, Zoom AI Companion, Notion AI, Google Workspace AI Tools

Achievements:

•IT Leadership Excellence Award for AI-enabled project delivery.

•Three-Time Bravo Award winner for Innovation & Delivery Excellence.

•Reduced project cycle by 20% via AI-assisted Agile PMO dashboards.

•Delivered 25+ CRM & AI transformation projects across BFSI, Healthcare, and Telecom.

Education:

•MBA in Information Technology – Gyan Vihar School of Engineering & Technology, Jaipur (2019)

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