NAME

Professional Objective:

I am looking for an opportunity to utilize my skills and abilities working with your organization that offers
professional growth while being resourceful, innovative and flexible. I would like to work in the area of high
knowledge environment and gain expertise and thus make myself an asset of the company.

Professional Experience:

 Total 10 years’ experience. 8 years in [COMPANY NAME] and 2 years in Finance

 Working as a Salesforce (SFDC) CRM Consultant in [COMPANY NAME]

 Client handling, Requirement gathering, Business Analyst, New process Transition.

 Worked on CRM 5.0 and 7.0 UI. SAP CRM and Salesforce (SFDC) CRM.CRM practitioner since April

2007.

 Salesforce CRM, Configuration, SAP CRM, Data loader, Cliktools, Upload Tools, Campaign Management,

De-Dup Matching tool

 Preparing the dash board, CSS report, monthly demand and capacity report and snapshot.

 Researching the data from internal data source & Portals (CRM, Celsius and Lead Pass Portal), External

Data Source (D&B, Company Search, Hoover’s and Factiva.com) and preparing the reports as per the

client’s requirements.

 Worked as Accounts Executive – [COMPANY NAME]

Academic Profile:

 B.Com. in Finance and Accounting, BMS College, Bagalkot, Dharawad University, Karnataka.

Current Job Experience:

Infosys Limited

Client : P&G
Project : Salesforce CRM – Production Support
Team size : 5
Role : Salesforce Consultant (SFDC)
From : July 2013 to till date

Roles and Responsibilities

 Creating Role Hierarchy, Custom Profiles and public Groups and user management.

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  Extensive business knowledge and customization experience on various salesforce.com standard
objects like Accounts, Contacts, Opportunities, Products and Price books, Cases, Leads, Campaigns,
Forecasting, Reports and Dashboards.
 Experience in Creating Roles, Profiles, Email Templates, Page Layouts.
 Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects.
Used it to read, extract, and load data from comma separated values (CSV) files.
 Involved in field & page layout customization for the standard objects like Account, Contact, and
Leads
 Involved in creating and customizing Email template and configuring them to the email alert within the
workflow rule for a standard/custom object.
 Working knowledge on Metadata e-mail & custom object, Conga merge letters
 Working knowledge on Survey and Click tools
 Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and
group
 Working knowledge on Custom Objects, Custom fields, Page layouts, Custom Tabs, Reports and
various other components as per the client and application requirements
 Responsible for creating Sharing rules among all the users in Different Roles and Subordinates
 Maintained and gave permissions to communication templates based on Profiles
 Involved in Accounts Merging, maintaining Public Groups
 Created Reports and Dashboards as per the customer requirements
 Worked on data migration from databases to SFDC using Data Loader
 Used the sandbox for testing and migrated the code to the deployment instance after testing
 Working knowledge Force.com
 Coordinated and transferred knowledge to the onshore team.
 Experience in creating detailed process documentation and deployment process on issues for Future
Follow ups.
 Managing a team of 5 members.

Environment: Salesforce (Production & Sandbox), Apex Data Loader, Click tools, Google Chrome,
Internet Explorer, Microsoft office

Previous Job Experience:

COMPANY NAME
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 Project : Salesforce CRM – Production Support
Team size : 6
Role : Consultant Salesforce (SFDC) CRM
From : Oct 2011 to June 2013.

Responsibilities :

1. Salesforce configuration, Data Maintenance & Testing

 Configuring and updating the new salesforce Objects and fields.

 Creating Test case after Implementation
 Database de-duping and clean-up (get rid of duplicate records) : Regularly perform database
de-duping and clean-up procedures
 Data cleaning (validate data for accuracy): Periodic checks on leads, contacts, activities
(open & closed tasks) and opportunities Creation in salesforce.com
 Data improvements (sync up data from other sources) like Hoover’s, GRS, factiva.com
 Own data integrity, business rules, reporting, and analysis responsibilities
 Maintaining case management in SFDC

2. General Administration :

User maintenance
 Creating and updating New CRM user activation/Deactivation
 Created and maintained users, profiles and roles
 Customizing salesforce.com application based on the user needs
 Creating user and e-mail queue’s and mapping them to region wise
 Resetting & Unlocking user’s passwords

Development of reports and dashboards

 Creating Sales & Opportunity Dashboards in Salesforce as per user's need
 Creating Reports and Campaigns
 Creation & maintenance of different reports (summary report, matrix report, tabular report etc)
in salesforce.com
 Enforced data integrity for all leads and opportunities promoting accuracy in all weekly
forecasts and monthly reporting

Documentation
 Preparing the SOP, quality checklist for Project and sub process
 Coordination with USA & UK Office: Involved verbal & written communication to help efficient
functioning of processes & tasks handled by Sales Operations, i.e. rolling out new methods,
updating the existing processes, information dissemination within the team
 Create and Provide metrics (both ADhoc and repetitive) to support data management
programs

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  Working on Account and contact merge in CRM system
 CRM maintenance - deletion of opportunity, leads, accounts, etc.
 Used Data loader for updating data and to upsert data relations between standard and
custom objects
 Provided ongoing SalesForce.com maintenance and administration services

Environment: Salesforce (Production & Sandbox), Apex Data Loader, Google Chrome, Internet Explorer,
Microsoft Excel.

Previous Job Experience:

COMPANY NAME

Client : SAP AG
Project : SAP CRM Data Services – Production Support
Team size : 130
Role : Senior Associates – SAP CRM
From : April 2007 to Oct 2011
Details of Work:

Project Summary: Data Analysis and Master Data Management – Back Office operations

 Generating reports in the excel format by using queries in Quick viewer tool of SAP CRM
 Manipulating the generated reports in excel by applying various formulae and pivots in order to
Analyse the data as per the client’s requirement
 Analysis of the data with respect to the change in trend of Suspects, Leads, Prospects and potential
Customers and providing the analysis report to the client on a requested frequency
 Representing the analysed data to the client in the form of graphs and tabular. Also, summarizing
The analysis in a pre-designed reconciliation sheet
 Interacting with client for any queries in the process through call or email
 Preparing reconciliation file for each process completed with summary of the entire work completed
 Supporting the team members in completing their daily assigned work by effective guidance
 Data analysis for the raw data provided by client to ensure the accuracy of data maintenance in
database
 Data Cleansing, Standardization, Validation of the raw data given by client
 Upload the validated data into the client database using upload tool
 Creation and updating of customer and potential customer records into client database
 Creation of Leads and Opportunities to help the client in identifying the potential customers
 SME for the tools used internally in the Project
 Creation of Maintenance and renewal quotation for the products using by the customers
 Timely processing of the bulk Maintenance and renewal orders from the client which enables
The client’s financial growth towards upper trend
 Maintenance and updating of customer records in client’s database
 Customer data migration to the existing client database
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Responsibilities :
I was involved in the following activities
 Managing, scheduling, planning, tracking and delivering of client request.

 Creating/Generating leads, opportunities in SAP - CRM Module/ Portal. Data Cleansing and Archiving
Updating For SAP Labs, Germany.
 Expertise in working with the CRM Tools like Segment builder, Quick viewer, Upload tool.

 Testing with Sure Match and Jaguar Tool (Tools Made in Excel with VBA has link to Sap CRM Data).

 Understanding complex list pull, analysis, requirements of business to generate Specific customer or

Contact Reports using multiple combinations of tools like Excel/Access/Power Point.

 Creating Organizations and Contact Persons and mapping relationships in various levels of

Opportunity, Prospects and leads using manual/uploading tools in SAP systems.

 Direct interactions with Clients/Customers/Stakeholders/Liaisons for specific business requirements.

Expert in CRM tools which aid in performing daily tasks

 Recommended Process Improvements and act as a link between Operational Users and IT users.

 Managing the Partner Relationship Management (PRM) system associated to CRM system.

 Maintaining the Client Database Management using in-house tools.

 Preparing the dash board, CSS report, monthly demand and capacity report and snapshot

 Sending daily status report on overall work management for the day to client on a daily basis

 Updating and maintaining trackers of utilization, quality, rework, client issues, attendance,

Technical issues, internal issues and training

Additional Responsibilities
 Documentation: Documenting all the project processes, methodologies followed and workflow
Instructions for guiding new projects in other region
 Quality Process: Streamlining the quality check process by different verification techniques using
Excel, list pull And MS Access.

 Reporting: Preparing standardized reporting templates and summary structure used for different type
Reports in CRM
 Taken additional responsibility as a team member in Process automation team

Environment: SAP CRM, Citrix, MS Office, Celsius

Skill Sets:

 Salesforce CRM, SAP CRM, Data loader, Cliktools, Upload Tools, De-Dup Matching tool

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 Maintaining Client CRM Database Management
 Team management and client handling skill across the countries.
 Using Celsius, SBO and LMS tools in preparing reports for SE
 Good understanding of Microsoft office utilities like MS Excel, MS Power Point, MS Word & MS
Access and Tally
 Share best practice within the organization and client for process and efficiency improvements and
resolving the Process related queries
 Highly motivated team player with excellent analytical, problem solving, interpersonal and
communication skills.

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Previous Job Experience:

COMPANY NAME

Designation : Accounts Executive – F&A

From : April 2005 to March 2007

Responsibilities:

 Processing of AP Invoice and processing payment runs

 Verification of Invoice, Payment Bills and other documents &
 Preparation of cheques as apart of T&E activities
 Also worked on AR – collections as a cross training program
 Worked on past due reduction using in-house tools & minimized 180+ past due
 Have been trained on Customer Management program for query management

Back Office Work:

 Updating the days transaction into the Accounts Package

 Tracking on the clients debit and credit balances
 Business process and cheque follow ups
 Correspondence with the clients and escalations for responses required.

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Professional Achievements:
Awarded with Star performer for the Month (Mar) 2008, (Aug) 2009 by SAP

Awarded with EMEA Idol for the half year by SAP.

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Personal Details:
Address : 5-11/9, Moullali nagar, Main Road, Karimnagar. AP. India.

Contact No: +91- xxxxxxxxxx / xxxxxxxxxxx

E-mail : ********8@yahoo.com