Rajat Gupta - Tools, Technology and Infrastructure Manager, Corcentric

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Network Power1000+ people

Roles

✔️100%

👍50%

Sales & BizDev

🗿50%

Geos

🇮🇳100%

India

Work Background

CorcentricManager - Tools, Technology & Infrastructure

Sep. 2021India• Developed and drove Global Customer Support’s IT strategies that supported the strategic mission and department-level objectives while contributing to the company’s long-term growth strategy. • Directed strategic initiatives involving significant organizational change. Demonstrated leadership skills and experience in implementing large systems integrations and new business systems in multiple locations. • Demonstrated and drove the organization’s commitment to quality and ongoing IT processes and procedures improvements. • Interfaced with and motivated key personnel such as Directors/VPs and project managers in other parts of the organization as well as provided leadership and support throughout the organization in a positive and effective manner. • Created and maintained disaster recovery/business continuation plans. • Identified emerging technologies to prepare the platform to support future business needs. • Led the requirements gathering and process mapping for a Salesforce Service Cloud implementation, resulting in a 25% improvement in case resolution time and a 15% increase in customer satisfaction and 40% increase in Quality improvement. • Managed the Salesforce data migration from legacy systems, ensuring data integrity and security while minimizing disruption to business operations. • Implemented best practices for Salesforce security and compliance, resulting in the successful completion of multiple internal and external audits. • Led the adoption of Salesforce Lightning Experience, resulting in increased user productivity and improved user experience. • Managed the Salesforce release process, including sandbox management, deployment planning, and user acceptance testing, ensuring smooth and timely releases. • Developed and delivered Salesforce training programs for users at all levels of the organization, resulting in increased user adoption and proficiency.

CventSalesforce Business Analyst

Nov. 2019 - Aug. 2021Gurgaon, India* Served as a Salesforce Administrator. * Understood the design of implemented Apex/Triggers/Javascript. * Conducted technology implementation and project management, including collecting and documenting requirements, planning, risk management, Sandbox implementation, rigorous UAT testing, sign-off, and production deployment. * Architected solutions by converting business requirements into technology solutions. * Improved agent productivity by 35% by improving layout and introducing automations. * Improved stakeholder satisfaction by 30% through internal surveys. * Cleared the backlog of the team by 80% during my entire experience. * Developed a call center technology strategy. * Developed and deployed correct action plans for existing processes and new implementations. * Implemented large system integrations, mergers, and acquisitions in SF and new business systems in multiple locations. * Identified internal client needs and linked them to process improvements. * Adhered to all internal processes and controls and mentored my team to follow Salesforce best practices. * Delivered ad-hoc requests within agreed timelines and took on additional work from team members and supported them. * Provided RCAs & What-If simulations and Impact Analysis on a need basis. * Committed to quality and ongoing improvements to IT processes and procedures. * Demonstrated proactive leadership with outstanding interpersonal, communication, and project management skills. * Had a track record of successfully creating a long-term IT vision that is highly business-like, relevant, and can be systematically implemented. * Had strong working knowledge and experience in the System Development Life Cycle, System administration, Call-Center specific technologies, messaging systems, and emerging technologies. * Assessed, selected, negotiated, and managed third-party service providers. * Handled release management and client communications.

SMS-MagicPre-Sales Salesforce Consultant

Jan. 2019 - Nov. 2019Pune- Demonstrating a strong understanding of Salesforce.com security settings, Roles, Profiles, Sharing Rules, process builder, Workflow rules, Permission sets, Validation rules, Visual flows, Reports, dashboards, Data loader, and other force.com essentials to successfully customize Sales cloud and Service clouds for clients. - Providing training to Customer Success - Level 1 team on new features and ensuring quality measurements are met. - Conducting testing/trial/UAT of in-house product with new releases of SFDC and training QA teams on the same. - Resolving issues escalated by Level 1 team according to the defined SLA and being the single point of contact for Level 1 support and tech/product team. - Contributing to overall customer satisfaction by increasing it by 20%. - Reduced the escalations from the customer by actively communicating and setting the right expectations. - Keeping up-to-date with the latest product features of SFDC or any other external integrated systems such as vendors, Zoho, Oracle, etc. and identifying impacting features to forward to product teams. - Conducting proof of concept on new ideas and trying out new features of Product enhancement. - Managing external vendors for affiliate product marketing program. - Contributing to setting automation testing for products and filing cases with Salesforce team to work with them to resolve cases. - Deploying change sets in Sandbox/Production org and monitoring logs for the Dev Team. - Preparing Software Requirement Document, Quotes, and Software Design Document and working with QAs to test customizations. - Training new hires on the company product.

PowerSchoolProduct Support Engineer

Mar. 2018 - Dec. 2018Bengaluru, Karnataka, India- Successfully handled three product lines i.e. Mobile application, Registration of students to the portal, Assessment of students, and provided individual contributions for tier-1 for all three products, resulting in efficient and effective support for customers and a reduction in support costs for the company. - Worked with customers through Salesforce, effectively diagnosing and troubleshooting issues to resolve or escalate cases, resulting in high customer satisfaction rates and increased customer loyalty. - Utilized BOMGAR to interact with customers for resolving issues using chat support and taking control over their screen, delivering professional, courteous, and timely communication that resulted in a reduction in resolution time for customer issues and an increase in customer satisfaction rates. - Efficiently documented and tracked cases using CRM tools such as Salesforce and JIRA, ensuring that all customer issues were properly recorded, tracked, and resolved in a timely manner, resulting in a reduction in support costs and an improvement in overall customer support quality. - Collaborated effectively with peers and colleagues to best serve the needs of customers, fostering a positive work environment and team culture, resulting in improved team morale and productivity. - Maintained up-to-date product knowledge and required technical and customer support skills, meeting and exceeding all expectations and established benchmarks with high customer satisfaction within the team, resulting in a reduction in support costs and an improvement in overall customer satisfaction rates. - Created knowledge articles, which helped to reduce the resolution time for similar issues in the future, resulting in a reduction in support costs and an improvement in overall customer support quality.

Thomson ReutersChange Analyst

Aug. 2017 - Mar. 2018Bengaluru, Karnataka, India- Designed and implemented reporting that accurately captured the health of the change management process through ITIL process, providing stakeholders and business leaders with insights to improve change management performance. - Communicated analysis and insights to stakeholders and business leaders in a clear and concise manner, facilitating informed decision-making and driving continuous improvement. - Reviewed change management requests with great attention to detail, ensuring compliance with established processes and minimizing risk. - Managed daily change management process meeting, including review and approvals, to ensure timely and effective implementation of change requests. - Effectively influenced partner teams to make changes to the process, resulting in improved efficiency and effectiveness of change management. - Monitored, managed, and prioritized all service aligned queues, ensuring service levels were maintained and backlogs were eliminated, resulting in improved service delivery. - Ensured change process compliance, delivering business units and minimizing the impact of change on operations. - Identified and managed root cause resolution for service management issues, ensuring prompt and effective resolution of incidents, changes, and problems. - Owned the delivery of Service Reporting, including daily, weekly, and monthly Service Performance Reports, providing stakeholders with timely and accurate information on service delivery. - Worked closely with all business units to ensure a seamless transition of all changes, minimizing disruption to operations and ensuring successful implementation of change initiatives.

CareerIn SolutionsBusiness Development Intern

Jan. 2017 - May. 2017India* Successfully identified and contacted potential customers through various channels, such as phone, email, and physical visits, resulting in an increase in lead generation. * Assisted the sales team in selling products and services to clients by providing product demonstrations and presentations, resulting in an increase in sales revenue. * Collaborated with the sales team to manage a client's portfolio by monitoring their needs, preferences, and feedback, resulting in an increase in customer satisfaction by 6%. * Helped to streamline the sales process by identifying inefficiencies and proposing solutions to improve the workflow, resulting in a decrease in the sales cycle by 30% with the introduction of Salesforce as a technology for Sales. * Conducted market research to identify new development channels and presented the findings to the team, resulting in the implementation of new strategies and an increase in market share by 15%. * Followed up on sales leads and maintained regular communication with potential clients to ensure that they received timely and accurate information about the company's products and services, resulting in an increase in customer retention.

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