Mar 2022 – Sep 2023 · 1 yr 6 mos · Pune, Maharashtra, India · Hybrid

• Architected Dealer Portals: Delivered a unified Community Cloud experience for European and E2A markets, enabling automated tire warranty registration and streamlined B2B procurement.
• Strategic Feature Deployment: Boosted dealer productivity by implementing localized lead assignment, targeted promotions, and persona-based content delivery.
• Cross-Functional Alignment: Translated business vision into technical reality by conducting E2E workshops and managing technical sign-offs within Agile Accelerator.
• SDLC Oversight: Ensured high-quality releases by providing continuous support to developers and testers while guiding business users through the UAT phase.

Jan 2021 – Mar 2022 · 1 yr 2 mos · Pune, Maharashtra, India · Hybrid

• Global Digital Transformation (Dyson): Orchestrated the Salesforce rollout across 13 European markets, managing complex cross-functional integrations with AEM, Hybris, and SAP via MuleSoft to ensure a unified customer data ecosystem.
• Legacy-to-Cloud Migration (British Sugar): Spearheaded the Phase 1 transition from legacy on-premise systems to Salesforce, delivering a scalable foundation using Sales Cloud, Community Cloud, and Knowledge Management.

Aug 2016 – Mar 2021 · 4 yrs 7 mos · Maidenhead, England, United Kingdom

• Salesforce & Vlocity Consultant: Developed robust OmniScript and Card-based solutions for Three UK’s digital transformation.
• Journey Mapping: Delivered end-to-end customer (Self-Service) and agent (Call Center) journeys, focusing on registration and billing workflows.
• Integration Management: Collaborated with cross-functional teams to resolve dependencies with legacy and third-party systems like KANA and SAP OMS.
• Design Governance: Worked directly with Enterprise Architects to secure sign-off on scalable, platform-aligned designs.

Oct 2014 – Sep 2016 · 1 yr 11 mos · Pune Area, India

• Salesforce BA & Config Expert: Led the optimization of a 4,000-user Salesforce instance at Vodafone, focusing on Sales and Service Cloud efficiency.
• Sales Tracking & Reporting: Redesigned sales dashboards and tracking modules to improve pipeline visibility and executive decision-making.
• Best Practice Implementation: Scaled global operations by implementing standardized case management and sales automation.
• Cross-Regional Support: Directed ongoing maintenance and system enhancements for diverse user bases across multiple geographic territories.

Oct 2012 – Oct 2014 · 2 yrs · Pune Area, India

• Business Process Transformation: Partnered with executive stakeholders to audit existing workflows, recommending and implementing Salesforce best practices that eliminated process redundancies.
• Systems Integration Architecture: Led comprehensive gap analysis and requirement elicitation for high-complexity integrations, ensuring seamless data flow between Salesforce and various third-party enterprise systems.
• Security & Governance Framework: Engineered a robust data security model by configuring sophisticated sharing rules and role hierarchies, ensuring strict compliance with organizational data privacy standards.

Oct 2010 – Jul 2011 · 9 mos · Pune/Pimpri-Chinchwad Area

• Consultative Discovery: Conducted deep-dive sessions to understand client business processes, delivering process improvement roadmaps aligned with Salesforce capabilities.
• Strategic Requirement Mapping: Performed rigorous gap analysis to identify technical hurdles in mobile and integration projects, ensuring early risk mitigation.
• Agile Artifact Management: Authored high-quality user stories and managed the sprint lifecycle to ensure iterative delivery of value.
• Solution Scoping & Proposals: Developed technical scopes and development estimates for pre-sales proposals, ensuring realistic project timelines and resource planning.
• Systems Administration: Managed the day-to-day evolution of the Salesforce platform, implementing configuration changes and maintaining system health.

Nov 2008 – Sep 2009 · 10 mos

• Network Infrastructure Support: Provided high-level technical support for a diverse portfolio of Cisco networking hardware, including enterprise routers, switches, repeaters, and storage devices.
• Complex Troubleshooting: Diagnosed and resolved critical software and connectivity issues, ensuring high uptime and performance for client network ecosystems.
• Technical Foundations: Gained comprehensive exposure to the IT lifecycle and networking protocols, establishing a strong technical baseline for complex system analysis.