ANKUR MANOCHA

Technology leader with experience across Shell Downstream (Fleets, Commercial) and Global Functions (HR, Customer Operations), delivering complex business solutions on Salesforce Service, Sales, Data, Experience, and Marketing Clouds. Consistently delivered USD 1M+ in business value quarter over quarter, supporting the organization through AI investments, digital transformation, and market divestments.
Led enterprise architecture and product delivery, guiding decisions on Best‑of‑Breed vs. Best‑of‑Suite strategies aligned to Shell’s operating model. Mentored engineers, resolved complex performance and scalability issues, and embedded agile practices to improve delivery quality and speed. Recruited and developed high‑performing teams while overseeing roadmap, milestones, and resource planning.
Currently driving digital strategy for Customer Operations, leveraging Salesforce Agentforce to:
Reduce customer interaction costs by up to 50%
Improve agent productivity by up to 50%
Maintain customer satisfaction ~8.5

Worked with APAC clients across Digital & Print Media, B2B Sales, and Manufacturing industries, delivering Salesforce‑led CRM strategy, solution architecture, and implementation to solve complex business challenges.
Led and managed multiple client engagements, delivering under tight timelines across diverse industries.
Defined CRM positioning, transformation roadmaps, and solution architectures to address efficiency, cost optimization, and profitability goals.
Served as a techno‑functional Salesforce consultant for Sales Cloud and Service Cloud, translating business requirements into scalable, secure, and extensible designs.
Designed end‑to‑end solution architectures, including data models, integrations, automation patterns, and environment strategies aligned with enterprise standards.
Collaborated with cross‑functional teams and senior stakeholders to diagnose business problems, align objectives, and drive solution adoption.
Led requirements discovery and design workshops, converting business needs into architecture blueprints, configurations, and customizations.
Facilitated agile delivery across global teams, leveraging Deloitte agile accelerators to improve delivery speed and predictability.
Conducted pre‑sales discovery workshops, shaping solution architecture and converting discussions into proofs of concept to support deal closure.

Worked as a Salesforce Consultant, supporting EMEA customers across multiple Salesforce products and platforms.
Provided Tier‑2 technical assistance to architects and developers, troubleshooting complex issues in Apex, Visualforce, Aura, and Lightning Web Components (LWC).
Assisted partner and customer developers by resolving framework‑level queries, accelerating adoption of modern Salesforce development practices.
Collaborated closely with global Salesforce engineering and support teams to deliver timely, high‑quality technical solutions.
Built deep platform and product expertise through continuous learning and Salesforce certifications.
Maintained strong customer confidence by delivering accurate, reliable, and business‑impacting solutions in a fast‑paced support environment.

Supported a large U.S. e‑commerce and retail enterprise, delivering and maintaining business‑critical applications on the Salesforce and Force.com platforms.
Contributed to Sales Cloud product backlog enhancements, improving sales workflows and supporting agents and account managers with data migration and bulk data loads.
Designed and supported integrations with Digital Asset Management (DAM) systems, enabling seamless asset availability across the opportunity and sales lifecycle.
Partnered with business and technical stakeholders to ensure platform reliability, data accuracy, and continuous improvement of sales operations.

Delivered end‑to‑end digital solutions for large‑scale e‑governance programs under the Ministry of Home Affairs and the state governments of Rajasthan and Chhattisgarh.
Contributed to nationally critical initiatives including National Population Register (NPR) digitization and Socio‑Economic Caste Census (SECC), supporting high‑volume, data‑intensive government systems.
Designed and refined digital data registers, improving data quality, analytics, and reporting capabilities for policy and administrative use.
Developed and customized applications using Java and SQL, applying MVC architectural patterns tailored to state‑specific functional and regulatory requirements.
Collaborated with cross‑functional teams to ensure scalability, reliability, and accuracy of citizen data platforms.
Contributed to strategic nation‑building initiatives, supporting BEL’s business growth, which achieved 5% growth over a turnover of ₹5,704 crore (FY 2011–12).