Bhagwan Singh Mer
Mumbai
Summary
Results-driven professional with extensive experience in technical consulting and project management. Skilled in Oracle Service Cloud and Salesforce.com, effectively collaborating with cross-functional teams to meet diverse business requirements and drive successful project outcomes.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Director - Technical Consulting
Salesforce
Mumbai
02.2022 - Current
- Manage Solution architect team of high performers for India Professional Services
- Deliver solutions for the Salesforce.com platform to meet business requirements
- Contribute to every phase of the project lifecycle, including development, testing, deployment, and supporting
- Lead projects through requirements definition and solution design phases
- Collaborate with other members of pre-sale team to understand customer's technical requirements and specific needs based on demonstrations and conversations
Senior Program Architect
Salesforce
Mumbai
02.2019 - 01.2022
Senior Solutions Architect
Salesforce
Mumbai
12.2015 - 02.2019
Senior Principal Consultant
Oracle
02.2014 - 12.2015
Lead Consultant - Oracle Service Cloud
Wipro Technologies
12.2012 - 02.2014
- Set up Oracle Service Cloud competency centers across multiple Wipro locations.
- Led the Oracle Service Cloud certification drive thereby making Wipro the single largest partner worldwide measured by the number of Oracle certified consultants.
- I helped Wipro secure its first Oracle RightNow deal within the first few months of the practice being set up.
- Was awarded 'FRONT RUNNER' in pre-sales and marketing excellence at the all-hands meeting by the Wipro CRM practice team.
As Vendor Contractor (Oracle Service Cloud)
Microsoft Corporation
Mumbai
02.2011 - 06.2012
- Was primarily responsible for Oracle-RightNow cloud CRM administration activities involving new workflow design, support issues, rules management, reporting requirements, coordination with BI team and other integrated systems etc.
- Oracle-RightNow application is used within Microsoft for all professional Customer Support departments of the service organisation.
- Ensured Technical issues were escalated and managed appropriately for different customer segments.
- Served as coordination and escalation point for any Tool related issues.
- Provided MSFT groups with the business impact of product issues, feedback on product usage, and help in building metrics.
- Articulated technical points to within internal teams, and provided explanation to stakeholders at time of resolution.
- Interacted with different service vendors across NOAM/EMEA and APGC.
- Provided tool training to point of contact.
Solutions Specialist - Oracle Service Cloud
Tata Consultancy Services
05.2004 - 02.2011
- As Project Manager cum Solutions Specialist at Oracle-RightNow, Bozeman in their Professional services group through TCS. Responsible for managing different accounts like Toyota, MSFT, Electronic Arts, Wizards, Group Health.
- Worked as Senior Business Analyst at Amsterdam for ABN AMRO bank through TCS. Responsible for system study for proposed Oracle-PeopleSoft CRM implementation.
- As Oracle Technical lead handling Cisco account through TCS.
Managed Services Consultant - Oracle Service Cloud
Tata Consultancy Services
Bozeman
06.2008 - 12.2010
- Project Management, Consulting and Business Analysis.
- Mentor, monitor and supervise new team members in QA, Application Engineering Team.
- Leverage industry and best practice knowledge to guide customers on adoption and expansion.
- Gather, scope and document requirements to provide level of effort for new projects.
- Facilitate, deliver and present large customer meetings.
- Communicate change management impacts to customers resulting in escalation mitigation.
- Manage and deliver Managed Services, Pilots and Implementations with key RightNow customers resulting in renewals and expansions.
- Consistent high billable budget utilization while maintaining on-time projects and high levels of customer satisfaction.
- Deliver call center optimization engagements, onsite and remote, resulting in large cost savings for clients.
System Analyst
Infrasoft Technologies
Mumbai and London
10.2000 - 04.2004
- As Developer cum business analyst for Royal bank of Scotland bank through InfraSoft Technologies Limited.
- Developed inhouse CRM product on Visual Basic 6 and Oracle 8i for private bankers of RSB.
- Worked on oracle reports as well.
Marketing Executive
Crompton Greaves
01.1997 - 12.2000
- Was part of Power Systems-HT division dealing with Marketing of High Voltage Transformers and Vacuum Circuit Breakers handling western region.
Education
Master of Business Administration (M.B.A.) - Information Management
KJ Somaiya Institute Of Management Studies And Research
Engineer's Degree - Electrical Engineering Technologies/Technicians
Motilal Nehru National Institute Of Technology
High School -
K.V.No.1, Vasco Goa
Master of Business Administration - MBA - Information Technology
K J Somaiya Institute Of Management
Skills
- Customer relationship management
- Cross-functional collaboration
- Adaptability to change
- Technical consulting
- Process improvement
Websites
Certification
- Salesforce Certified Advance Administrator and Platform App Builder
- Salesforce AI Specialist
- Oracle RightNow CX Cloud Service 2012 Certified Implementation Specialist
- Oracle Certified Professional 9i
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Director - Technical Consulting
Salesforce
02.2022 - Current
Senior Program Architect
Salesforce
02.2019 - 01.2022
Senior Solutions Architect
Salesforce
12.2015 - 02.2019
Senior Principal Consultant
Oracle
02.2014 - 12.2015
Lead Consultant - Oracle Service Cloud
Wipro Technologies
12.2012 - 02.2014
As Vendor Contractor (Oracle Service Cloud)
Microsoft Corporation
02.2011 - 06.2012
Managed Services Consultant - Oracle Service Cloud
Tata Consultancy Services
06.2008 - 12.2010
Solutions Specialist - Oracle Service Cloud
Tata Consultancy Services
05.2004 - 02.2011
System Analyst
Infrasoft Technologies
10.2000 - 04.2004
Marketing Executive
Crompton Greaves
01.1997 - 12.2000
Master of Business Administration (M.B.A.) - Information Management
KJ Somaiya Institute Of Management Studies And Research
Engineer's Degree - Electrical Engineering Technologies/Technicians
Motilal Nehru National Institute Of Technology
High School -
K.V.No.1, Vasco Goa
Master of Business Administration - MBA - Information Technology
K J Somaiya Institute Of Management
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