• Implemented Professional Services Automation (App Exchange product from Certinia) for a large High-Tech client.
• Implemented Tableau/ CRM Analytics for providing insight on resource requests, assignments, and skills to global support team of 80,000 professional including integration with PSA, resulted in visibility, improvement of resource utilization and reduction of project revenue leakage. Led a team of 15 resources including Architect, Functional analyst, Integration expert, developers.
• Recommended Solution Architecture for Federal Distress helpline.

CRM Implementation for Large Retail house
• Implemented Integrated Customer Engagement Platform consisting of Salesforce CRM, Sales, Service, Consumer Goods, Field Service, CTI for large retail business (Coke). Managed portfolio of multiple projects over $5 Million. Reduction of 5% contact center activities to Self Service, 2% Handle time reduction, significant manual entry reduction.
• Reviewed engagement status with executive leadership in Steering commitee and business review meetings. Experience Cloud Implementation for Building Automation Systems Manufacturer
• Implemented Experience Cloud for partner relationship management and customer portal to facilitate self-service. Sales and Service Implementation for Large Specialty Vehicle Manufacturers
• Implemented Sales, Service and Partner Relationship management.

• Led Salesforce practice, providing oversight to key Strategic health management accounts (projects include DSRIP project at Montefiore NY, Mount Sinai Hospitals, NY, Optum Collaborate at Minneapolis, CRM implementation at Memorial Sloan Ketering Cancer Center, NY).
• Implemented Nationwide Customer Service Center for Intuit based on ITIL best practices. CRM Implementation for Large Hospital Systems
• Led Salesforce practice/ PMO, providing oversight to CRM implementation in key Strategic health management projects in large hospital system.

Managed Global delivery teams for Expedia and multiple e-commerce clients in West Coast (Live Nations/Ticket Master, Shop.com, Overstock.com), as well as developed CRM strategy and implemented Business Intelligence solution including data marts, dashboard, scorecard, and reporting.