• Directed product sizing and roadmap alignment, across business units including Marketing, Sales, Customer Care, and Claims, to ensure that strategic initiatives meet market demands and business objectives while maintaining alignment and efficiency across all operations.
• Spearheaded multiple Marketing Cloud programs, such as integrating web forms with Pardot and Salesforce, managing end-to-end campaign processes, and automating email marketing. These initiatives led to a 30% increase in incoming leads, demonstrating a significant impact on lead generation and campaign efficiency.
• Implemented Intelligent Document Processing with AI/ML tools, reducing manual processing time by 50%, improving accuracy, and enhancing document handling efficiency, utilizing AWS for storing all IDP documents.
• Managed the end-to-end product development lifecycle, including QA, regression testing, UAT, and documentation, to ensure high-quality features and user satisfaction.

• Managed the integration between Pardot and Salesforce, overseeing workflow management on the Pardot side and leading a development team to ensure seamless integration and optimal performance.
• Oversaw Salesforce platform enhancements, product support, optimizing workflows and user experiences in Sales cloud, marketing cloud and service cloud.
• Implemented reporting solutions to support data-driven decision-making across the organization.
• Conducted comprehensive system audits and upgrade strategies, maintaining platform integrity and performance.
• Engaged stakeholders regularly, offering technical guidance and managing sprint ceremonies for agile project management.
• Utilized the Service Catalog to streamline service requests and improve fulfillment times.
• Improved team communication and documentation through integrated collaboration tools within ServiceNow.

• Orchestrated the delivery of 3 key products, resulting in significant profit growth of 10% and ROI of 35%.
• Transitioned from traditional Excel usage to a robust Multi-Cloud Salesforce environment, streamlining operations and customer service.
• Captured, assessed, and managed new ideas and requirements through ServiceNow to align them with business strategy, increasing project alignment with business goals by 25%.
• Established and implemented a robust OKR framework to align product development efforts with strategic business goals.
• Built and led a high-performing team, driving a 100% increase in Salesforce adoption across the organization by transitioning non-Salesforce users; involved in hiring, mentoring, managing offshore teams, and overseeing vendor management to ensure seamless implementation and support.

• Led end-to-end support and maintenance operations, leveraging data-driven insights to strategize and ideate customer experience programs, implement proactive support strategies, optimize ticket resolution processes, and enhance service delivery through continuous improvement and automation initiatives.
• Collaborated with solution architects to develop and implement solutions, driving automation and support.
• Managed the product development lifecycle, from market research to resource allocation, ensuring successful product launches.
• Monitored key performance indicators to maintain exceptional user experience standards across products.
• Lead team for Managed support and maintenance operations, efficiently resolving business-initiated tickets using ITSM, while overseeing a team to ensure prompt issue resolution and optimize service delivery.

• Owned and managed all programs involving Sales Cloud and Marketing Cloud, overseeing campaign strategy, execution, and integration efforts to optimize sales processes, lead management, and marketing automation for enhanced business growth.
• Customized Salesforce applications to align with evolving business requirements, overseeing robust security implementations, seamless data migration, and developing 50+ user stories.
• Led the strategic execution of the product roadmap, estimating and implementing initiatives that accelerated feature development speed by 20% and improved stakeholder communication, resulting in a 30% increase in project delivery efficiency.
• Implemented ServiceNow ITSM to streamline incident, problem, and change management processes, resulting in a 30% reduction in issue resolution time.
• Managed end-to-end campaign execution and integrated web forms with Salesforce to enhance lead capture and data flow; leveraged expertise in advertising platforms to optimi