Candidates About

Laxmi Sarangdewat

Profile Summary        

Certified Salesforce Solution Analyst with over 16 years of Overall experience including 10 years managing complex development in Salesforce and Customer Relationship Management. Served as liaison between clients, stakeholders and technical teams in order to successfully execute projects with best practice and its intended goals. Experience in design, Administration, Configuration, Implementation, testing and Support of salesforce.com solutions. Demonstrated strength initiating, planning, executing and controlling projects on time with available resources. Successfully lead all the aspects of business operations to manage and implement service & sales cloud platform for telecom industry with a focus on driving revenue, sales & marketing.

·         User Management : Addressed User creation, Chatter, access & issues for 1000+ users globally

·         Security : Implemented OWD, Roles & Profiles, Sharing rules & Permission sets

·         Process Automation. Automated most of the manual process using declarative tools like, Workflows & approvals, process builder & flows, Visualforce pages

·         Data Mgmt. : Implemented 100+ validation rules for data quality, accuracy & data protection in conjunction with data.com & data import/export tools

·         Sales Cloud : Customized Account & Account Plans, Contact, opportunity, Lead & Campaign to meet business requirement but not limited to Web-to-lead, routing & Assignment, Lead Conversion, Account & Opportunity teams, RFPs & Travel request approval, Sales Path, CPQ

·         Service Cloud : Customized cases for Web-to-Case, case routing & assignment, escalation, closure

·         Marketing Automaton: Pardot Configuration & Integration with SFDC, Scoring, segmentation, Drip Campaigns, completion actions, exposure to Hubspot & cvent

·         Analytics: Managed over 900 Reports & Dashboards and Tableau reporting for consolidated view

·         Monitoring : Optimizer Tools & Critical updates

·         Integrations : S2S, Single Sign-on, External systems

Salesforce Administrator                                                              Salesforce Certified Advance Administrator

Salesforce Certified Service Cloud Consultant                     Salesforce Certified Sales Cloud Consultant

·         Encore award by Johnson & Johnson Business for North America CRM Implementation

·         Prestigious Feather in the Cap awarded twice by Wipro for outstanding performance in the projects.

·         Thanks a Zillion Award in Wipro Technologies

·         Uplifting Service Champion in Wipro Technologies

·         Post Graduate Diploma in Business Management (PGDBM) with specialization in Marketing from IIRM [1997]

·         Bachelor of Arts (B.A.) from Mohan Lal Sukhadia University (MLSU) [1995]

·         Certificate in Computing (CIC ) from Indira Gandhi National Open University (IGNOU)  [2002]

·         E2E100 End to End Root Cause Analysis

·         E2E300 End-to-End Business Process Integration and Automation Management

·         C4C : Cloud for Customer

Salesforce Solution Consultant    Sept 2016 – Present   

West Corp., Omaha, NE

·         Performed & presented evaluation of 8 CRM Orgs for consolidation opportunity to the leadership

·         Built and supporting Encrypted platform for Acquisitions.  Similarly, implemented a project for the Treasury team with field encryption.

·         Lightning migration completed for 100 pilot users

·         Facilitated requirement gathering sessions with Business SME and technical lead to design solutions based on the stories & presented the solution to the SME for acceptance

·         Contributed to defining requirement, creating solution and provide high level estimate on multiple initiatives.

·         Created Roles, Profiles, Access Settings, Workflow Rules, Validations, fields and page layouts, Email to case.

·         Worked extensively on Accounts, Contacts, Leads, Opportunities, Activities, other Standard Objects and Customized Objects for additional fields, Layouts, record types and validation rules

·         Owned & lead the design & development of custom visual force pages & dashboard components

·         Developed & presented standard SFDC reports & dashboards based on stories

·         Lead & completed all the configuration tasks associated with the stories based on the requirement

·         Managed SDLC using agile methodology in well planned sprints

·         Worked closely with business partners to realize the full capabilities of salesforce CRM.

Sr. Business Analyst    Jan 2014 –Aug 2016   

Johnson & Johnson – Vistakon, Jacksonville FL

·         Led Requirement gathering sessions to Implement Salesforce mainly for Lead, Cases, Campaign management.

·         Administrated and monitored the company’s Salesforce CRM application. Created the workflows for automated lead routing, lead escalation and email alert, validation Rules, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.

·         Created fields & page layouts, Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

·         Built Reports and Dashboards as per the customer requirements.

·         Managed accounts and contacts data through Import Wizard & Data loader

·         Implementation project for CTI Integration (Genesys)

Business Analyst      Jun 2013 - Dec 2013   

PricewaterhouseCoopers, Tampa FL

·         CRM 7.0 Interaction Center Contact Centre implementation & support with focus on CTI Integration, Agent setup, Marketing & Campaign, Opportunity, Accounts & Contact Management across US & UK.

·         Configured Marketing and Campaign Management, Configured Campaign Types, Objectives, and Tactics, ELM, Opportunities, Accounts & Contacts based on Customer requirements.

·         Segment of Business Partners (Target Group) through Segment Builder.

·         Customized the screen layout of the IC Web Client, Transaction Launcher for ECC & CRM transactions, ERMS & workflows to automate agent routing, monitoring middleware data between ECC and CRM & inbound and outbound queues for Bdoc error handling.

·         Extensively involved and coordinated testing phase of the project and performed functional testing to ensure high precision.

SAP CRM Lead /Business Analyst   Dec 2010 - May 2013   

Cardinal Health, Dublin OH

·         CRM 7.0 Service Management Implementation/support/Enhancement  with focus areas on Complaints, ERP transactions,  Genesys integration, ERMS, Knowledge Articles, Case Management

• Lead for SAP CRM and responsible for overall functioning of SAP CRM with respect to configuration, enhancement/bug-fix & Tickets with conjunction to Legacy systems and Interfaces
• Configuration of Categorization, Rule Modeler, CRM complaints, ERP transactions, ERMS, Knowledge Articles, Genesys, Web UI configuration.
• Constant interaction with business for requirement gathering, testing & sign off coordination
• Involved in SAP CRM Service Management implementation, Case Management, testing, defects Management, enhancement, cutover, hypercare, go-live & post go-live support

CRM Application Lead    Mar 2010 - Nov 2010   

Nokia Siemens Networks, Munich

·         Worked as the Application support lead for the SAP CRM in onsite offshore model CRM and supported Sales & Marketing, Middleware, Sales Contracts

·         Managing team deliverables in accordance with project timelines & adherence to SLAs

·         Structuring the resource allocation with respect to project requirement and project profitability  and setting expectations both onsite and offshore

·         Coordinate complex changes with other teams for assessment and synchronization of changes

CRM Lead/Project Manager   Jun 2009 - Feb 2010   

Ericsson, Sweden

·         As the lead consultant for the upgrade was responsible for Complete implementation, requirement gathering , AS-IS study and Gap analysis, blueprinting, upgrade & support, Business Roles Configuration, Inbox Profile, Navigation Bar Profile in highly customized system

• Implementation of business flows with all the validations in upgraded CRM system.
• Contributed in pre-sales activities i.e. RFP Responses with solutions, requirement understanding & high level approach & presentations to customers.

SAP CRM Team Lead    Mar 2008 – Jun 2009   

SAP Labs, India

·         Implementing/Supporting Global SAP CRM Projects

·         Good exposure to base customization, status profile, partner determination, business partners, organization determination

• Interaction with the CSEMs & other components for timely resolution

SAP CRM Consultant    Mar 2007 – Feb 2008   

SAP Labs, India

·         Implemented & supported SAP CRM projects.

• Business process configuration with roles, Account and Contact Management, Quotation and Order Management, Activity and Task Management, Opportunity Management, Lead Management, Campaign Management, Service Tickets Management, Groupware Integration.
• Test Script Enhancement / Automated Test Scripts. Testing Functionality of Regular / Enhancement Notes applied in the system.
• Training and Documentation: Responsible for internal employee training. Preparation of Process Documents. Restructuring/Redesigning/Modifying process documents at regular intervals.

Sr. Marketing Executive    May 2004 – Mar 2007   

Biocon Ltd., India

• Promoting new products & creating awareness for the same among existing clientele and Strategic Procurement of Materials
• Market Research for exploration of new Business Opportunities.

Business Development Executive    Aug 1998 – July 2003

Software Technology Group Intl. Ltd., India

• Software development on Oracle/D2K for various industries
• To Develop and implement sales and marketing strategies focused on maximizing the company’s revenue growth, by aggressively prospecting into new accounts and managing existing accounts.
• Market Research for the current Development and trends in the Information Technology.

Marketing Executive     Aug 1997 – Aug 1998

Usha Informatics, India

• Built Clients and client relationships from ground zero, conceptualized and realized a Strategic plan that generated multifold business.