Chirag Handa

As a Technical Delivery Manager at Full Potential Solutions, I am responsible for managing the end-to-end delivery of the key projects: Salesforce Project, AI Chat Bot Project, End-to-End JIRA Implementation Project

• Leading the end-to-end delivery of Salesforce CRM solutions, including Sales Cloud, Service Cloud, and custom Lightning components
• Collaborating with internal teams and external stakeholders to define scope, gather business requirements, and design scalable solutions
• Overseeing customization, data migration, and integration with third-party systems to align with business processes
• Driving the implementation of workflow automation, approval processes, and email alerts to improve operational efficiency
• Delivering custom dashboards and reports to enable data-driven decision-making across departments
• Managing User Acceptance Testing (UAT), conducting end-user training, and providing post-deployment support to ensure adoption and user satisfaction
• Ensuring on-time delivery, adherence to budgets, and compliance with internal governance and security standards
• Managing the design, development, and deployment of AI-powered conversational bots to automate customer service and internal workflows
• Collaborating with AI/ML engineers to define bot architecture, intents, NLP/NLU models, and knowledge base integrations
• Integrating the chat bot with platforms such as Salesforce, web portals, and internal systems for seamless user experiences
• Leading bot training cycles using user data, feedback loops, and analytics to continuously improve accuracy and performance
• Ensuring chat bot compliance with ethical AI guidelines, data privacy policies, and enterprise security protocols
• Monitoring bot performance through analytics dashboards and optimizing responses based on real-time usage patterns
• Supporting use cases such as automated ticket handling, employee self-service, and customer onboarding
• Successfully led the end-to-end setup and rollout of JIRA as the central project management and tracking tool across teams
• Defined and configured JIRA workflows, issue types, custom fields, and automation rules tailored to each team’s delivery process
• Created and maintained Agile boards (Scrum & Kanban) for multiple cross-functional teams to track sprint progress and release milestones
• Managed the setup of epics, user stories, subtasks, and release versions for complete traceability of deliverables
• Developed JIRA dashboards and reports for executive visibility, sprint metrics, velocity tracking, and backlog health
• Trained team members and stakeholders on best practices, promoting consistent usage and process alignment
• Integrated JIRA with Confluence, Slack, Git, and other tools to support end-to-end development workflows and documentation

• Worked as Technical Project Manager with Persistent Systems till December'23
• Streamlined project processes by implementing agile methodologies, resulting in increased efficiency and faster completion times.
• Supported and executed simultaneous delivery of healthcare and banking projects
• Established clear lines of communication between stakeholders by creating detailed status updates that kept everyone apprised of critical milestones throughout each stage of the project.
• Successfully delivered multiple high-profile projects on time, ensuring client satisfaction and fostering long-term relationships.
• Demonstrated strong leadership skills by effectively managing diverse teams and maintaining high levels of motivation.
• Accomplished client goals by providing quality technical projects.
• Collaborated closely with cross-functional teams to ensure seamless communication and information sharing throughout project lifecycles.
• Fostered strong client relationships, leading to repeat business and referrals.
• Communicated project updates to stakeholders at all levels.
• Built strong relationships with stakeholders through effective communication and collaboration.

• Led end-to-end Salesforce implementation and customization projects across multiple client accounts, ensuring scalable solutions aligned with business goals.
• Designed and developed custom Salesforce components (Apex classes, triggers, Lightning components, Visualforce) to support complex business logic.
• Collaborated with cross-functional teams including business analysts, QA, and DevOps to deliver high-impact CRM solutions with high quality and within timelines.
• Managed data migration activities using tools like Data Loader and ensured integrity across systems.
• Developed and deployed automation using Process Builder, Flows, and Apex, enhancing operational efficiency and reducing manual intervention.
• Played a key role in Salesforce activities supporting the Air India–Vistara merger, including org analysis, data harmonization, and user onboarding.
• Mentored junior developers and conducted peer code reviews to maintain coding standards and best practices.

• Led Salesforce development and delivery across multiple enterprise-level projects, overseeing solution architecture, customization, and deployment for diverse global clients.
• Managed a team of Salesforce developers and admins, ensuring adherence to coding best practices, review standards, and agile delivery timelines.
• Designed and implemented scalable solutions using Apex, Lightning Components, Visualforce, and Flows, tailored to client-specific CRM and business requirements.
• Executed complex data migration and integration projects using tools like Data Loader, Workbench, and custom API integrations (REST/SOAP).
• Collaborated with onshore/offshore stakeholders, business analysts, and QA teams to deliver end-to-end functionality and ensure seamless user experiences.
• Conducted Salesforce org assessments, performance tuning, and system optimizations to support long-term stability and scalability.
• Provided mentorship and technical leadership to junior team members, and participated in hiring, onboarding, and training efforts.

• Developed and customized Salesforce applications using Apex, Visualforce, and SOQL to support business requirements.
• Created and maintained custom objects, validation rules, workflows, and approval processes to automate standard operations.
• Participated in full software development lifecycle including requirement gathering, development, testing, and deployment.
• Integrated Salesforce with third-party applications and internal systems using REST/SOAP APIs.
• Supported end users with training, issue resolution, and enhancements to improve CRM usability and adoption.
• Worked closely with QA and business teams to ensure high-quality and timely delivery of Salesforce solutions.