CHANDAN KOKUL
Borivali (West)
Summary
Experienced Project Manager and Business Analyst with 15+ years of expertise in Salesforce delivery and real estate operations. Proven in leading end-to-end Salesforce implementations across residential and commercial projects. Strong in requirements gathering, gap analysis, and translating business needs into scalable Salesforce solutions. Experienced in managing cross-functional teams and complex stakeholder environments. Hands-on with Sales Cloud, Service Cloud, Omnichannel, and enterprise integrations. Recognised for strong client management, project governance, and delivery excellence.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Delivery Manager
STETIG CONSULTING PRIVATE LTD.
04.2022 - Current
- Successfully managed and delivered end-to-end Salesforce implementations for prominent real estate developers across Mumbai and pan-India, supporting residential, commercial, and mixed-use projects.
- Owned the complete project lifecycle (SDLC) including initiation, planning, execution, UAT/BAT, go-live, post-production support, and continuous enhancements.
- Performed a dual role as Project Manager and Business Analyst, ensuring seamless alignment between business objectives and Salesforce delivery outcomes.
- Acted as the primary client-facing lead, building and maintaining strong stakeholder relationships and serving as the single point of contact throughout the engagement.
- Led cross-functional delivery teams comprising Salesforce developers, QA, integration teams, and business stakeholders to ensure high-quality, on-time delivery.
- Conducted end-to-end requirements gathering using interviews, workshops, walkthroughs, document analysis, and business process analysis.
- Designed process workflows, user journeys, and system flows, translating business requirements into actionable Salesforce functional and technical solutions.
- Performed Gap Analysis on existing business processes, identifying optimization opportunities and defining AS-IS and TO-BE process maps, particularly for customer service and custodian operations.
- Authored and maintained comprehensive project documentation including BRDs, FSDs, functional specifications, technical design documents, and system design documents.
- Worked closely with technical teams to ensure accurate translation of business requirements into Salesforce configurations, customizations, and integrations.
- Led UAT and Business Acceptance Testing (BAT) cycles, ensuring complete business scenario coverage and successful user adoption of new Salesforce functionalities.
- Owned project governance, including scope management, timeline tracking, risk and issue management, dependency tracking, and change request handling.
- Coordinated release planning, production deployments, and stabilization activities, minimizing business disruption during rollouts.
- Ensured successful Salesforce deployments across Sales Cloud, Service Cloud, Omnichannel, and integrated enterprise systems.
- Supported post-go-live stabilization, defect triage, user training, and ongoing enhancements to continuously improve platform usability and performance.
- Managed multiple Salesforce projects and client accounts simultaneously, ensuring delivery excellence and adherence to quality benchmarks.
- Acted as a trusted advisor to senior stakeholders, contributing to long-term Salesforce roadmap planning and continuous improvement initiatives.
- Drove process standardization, best practices, and delivery excellence across Salesforce programs.
- Mentored and guided project managers, business analysts, and Salesforce consultants, fostering a culture of learning, collaboration, and high performance.
Assistant Manager
OBEROI REALTY LTD.
03.2014 - 04.2022
- Work with Salesforce developer & end users to gather, understand, and define business requirements.
- Work collaboratively with team members to design a solution that will meet business requirements.
- Participate in key meetings with developers / vendors including requirement sessions, system demos, user acceptance testing, and end user training.
- Develop user stories and to-be process flows to support the design and development of Salesforce solutions.
- Responsible for Configuration of Administration Setup like creation of Users, Profiles, Roles and Permission Sets. Import/Export records to Sales force via data loader.
- Maintaining control of access rights, security settings and user privileges.
- Maintain multiple user roles, security, profiles, workflow rules, etc. Support train new end users on the salesforce.com application.
- Inserting, creating, updating, extracting & deleting data for the users as requested with the help of Data Loader.
- Thoroughly testing the processes mapped for Pre-sale module. Ensure all processes are mapped as per SOPs.
- Ensuring user training is provided to each Pre-sale user for effective use of the developed system.
- Issues encountered by users are addressed within the timelines and necessary resolution is obtained from the vendor if required.
- Make sure all the issues identified during Testing phase is resolved by the vendor to our satisfaction.
- Updation of Project completion related data in SFDC is done as per TAT.
- Monitor the activity of Legacy data preparation for Post Sale Module.
- Legacy Data Upload Activity of Post Sale (For all project) is to be completed with 100% accuracy.
- (Company has delivered an array of successful premium developments in Mumbai. Company has strong project execution and quality construction across Residential, Commercial, Retail, Hospitality and Social Infrastructure.)
- Regular Post Sales Activities:
- DOCUMENTATION: Responsible for Post Sale Activity like documentation, payment tracking, billing schedule, Raising demand, receipts etc. Ensuring booking forms is complete in all respect along with mandatory documents. Pending if any highlight it to the sales team. Maintenance and Upkeep of customer and sales data in Master Sheet and SAP.
- PREPARING / EXECUTING OF DOCUMENTS: Prepare Allotment Letters, Agreement and Bank NOC, Indemnity Letter for Name addition / deletion and Possession Letter etc.
- Execute all above documents by forwarding to respective authorized signatories as per defined SOP’s.
- COMMUNICATING / PRINTING THE STAMP DUTY CHALLAN & MVAT: Calculating the Stamp duty as per ready reckoner value. Share the Stamp duty & MVAT details with RM’s. Sending stamp duty & Registration details to agent for generation of Challan. Maintaining the records of the challan on receiving it from agent.
- REGISTRATION: Preparing the Agreements for registration. Co-ordinate with Agent and scheduling the same as per Customer’s convenience. Send the formal communication of registration schedule to RM, Manager, & Agent.
- P.O.A FOR REGISTRATION: Representing as company’s POA whenever required for Agreement registration. Verifying details of agreements & offline documents before registration.
- MAINTAINING DATA IN CRM / SAP: Generating sales order & delivery through CRM, updating customer data in CRM. Entering the Booking / Deals, Prepare Receipts (Payments) in the (SAP) System. Uploading bulk bookings through (BDC) in to (SAP) system.
- INVOICE: Issuing Demand on intimation of slab completion, getting it signed by Authority signatory and arranging the dispatch of demand letters. Generating invoices & receipts through SAP & CRM. Preparing Interest letter, Bank NOC Letter to be given to Bank when customer taken a Loan from Bank.
- EMPANELMENT OF PROPERTY CONSULTANT: Empaneling the PCs through empanelment process. Maintaining the records of Empaneled PCs. Ensuring the Empanelment Document is completed along with KYC. Scanning and storing on shared drive for future reference check.
- PROPERTY CONSULTANT FEE INVOICES: Checking of Property Consultant Fee Invoices. Processing invoices within defined TAT. Maintaining Property Consultant Fee Invoices tracker. Informing Sales team & Property Consultants upon released of payments.
- DATABASE MANAGEMENT: Managing bookings, customer details, inventory, car park details, and agreement, registration & NOC details.
- REPORTS: Making periodical (Weekly & Monthly) MIS of Inventory /Recovery, number of registration, Stamp Duty & Registration collection report, NOC Letters, Inventory reports, outstanding statements for projects, MVAT collection report. This is to be sent to HOD sales and Line Manager for their records.
- AUDITS: Auditing the files & documents executed by customers. This activity is conducted on receipt of documentation as well as periodically.
- PROCESS IMPROVISATION: Making Process Flow for SOP for Support, Sales, PMT, Services and Marketing. Reviewing the interdepartmental processes and standardizing it further to increase the efficiency of the process.
Team Leader
JB DATATECH
06.2012 - 03.2014
- Heading a team of 15 data processors.
- Job profile includes handling recruitment of staff, training & daily workflow management.
- Supervising administrative work.
- Responsible for Appraisal & Performance Management of employees.
- Also, handling Rewards & Recognition and Incentives programs.
Team Leader, Operations
BANK OF AMERICA CONTINUUM INDIA PVT. LTD.
03.2010 - 04.2012
- Process Managed: Post Funded Documents QC – A Process provide assistance to Stateside Risk and Compliance Department. Global Fulfillment (GFF) to review loan documents for funded loans for completeness, accuracy and correct dates: Rockford Application will be utilized for the review and all findings will be made on Rockford application. The GFF team will be answering certain specific questions related to the finding in Rockford system.
- Promoted from Team coach to Team leader in 20 months
- Responsible for migration and setup of process from the Business Unit’s site in US to India
- Working along with the Quality & Compliance Delivery team to complete and maintain end-to-end process maps & Business Process Management (BPMs)
- Heading a team of 15 associates, 1 Team Developers
- SPOC for Process Improvement/ Initiative excellence across the department. Key responsibilities include identifying and initiating JIDs from the associates, which are then vetted for implementation by the Q & CD team
- Completed a first JDI project for the division
- Handled departmental budgets
- Managed zero / no attrition in the process
- (BA Continuum is a non-bank subsidiary of Bank of America Management Corporation. provides Business Processing Solutions, Knowledge Services and Information Technology Solutions exclusively for the Consumer and Small Business Banking, Global Card Services, Home Loans. Formerly known as ‘Countrywide Financial Corporation India Services Pvt. Ltd.’)
- Team Coach (supervisor), Operations (June, 2008 – March, 2010)
- RHLGF (Retail home loans global fulfillment) – Land Safe Message
- Process Managed: A process would involves focus on the message queue of Land Safe group & process these messages & escalates if needed by accessing LCC.landsafe.com, LCC – Land Safe collateral correction.
- Promoted from Team member to Team Coach in 14 months
- Assigned project role to complete end-to-end process transition and operations setup within defined time-frame
- Heading a team of 30 representatives
- Pioneered and implemented a two-shift pattern, which was approved and appreciated by the management, thus increasing overall productivity
- Monitoring and reviewing the progress of trainees through floor support and providing robust coaching and mentoring during soft live and ramp up stages
Team Member, Operations
3 GLOBAL SERVICES PVT. LTD.
08.2006 - 04.2007
- Process: COTI – ACW (After call work) - (ACW process was a part of COTI department, it deals with after call works, such as updating\changing of customer detail in CRM application within define time period)
- Worked as team member
- Worked on CRM application
- Had an in depth knowledge of process
- Updating all process report & MIS jobs
- (Subsidiary of the Hutchison Whampoa. Advanced 3G technology & provide end-to-end CRM (customer relationship management) solutions to customers of ‘3’ telecom in the UK, Australia and Ireland.)
- Team Member, Operations (April, 2007 - June, 2008)
- FSL (Full spectrum lending) – QA Audits
- Process: (QA Self Audit process is completed on a sampling of loans for each underwriter every month prior to funding. Multiple elements are audited – income, asset, and property validation. The content of the audit will be subject to change on a regular basis, with certain elements being added and removed as audit findings increase or decrease. The purpose of this audit function is to catch errors and resolve prior to funding the loan as well as identify trends more timely and address them quickly.)
- Worked as team member & quality coach, Had an in-depth knowledge of process
- Trained new joiners in the process
- Assisting team leader in all projects & reports
- Managed process & team in absence of team leader
- Handling all MIS jobs
Education
MBA - Finance
I.T.M Institute (Southern Hampshire) University
Graduate (B.Com.) - undefined
Mumbai University
Skills
- Knowledge of operations and Servicing modules
- Eleven years’ experience in the Operations
- 5 years of team handling experience
- Pre-process packaging & Process mapping
- Coaching, Mentoring & Training to the team & Process / Project Implementation
- Heading service delivery functions to ensure the day to day SLA deliverables are met on core parameters
- Migrations / Operations Management & administrative work
- Analytical, objective and straightforward communication style
Certification
- Completed certification for Simplilearn training website for Salesforce Administrator & App Builder (Developer)
- Six Sigma Basic Training
- Achieving Extraordinary Customer Relations
- Team Leader Certification Program
- Leadership Skills Program
- Salesforce Admin
- Salesforce Business Analyst
- Sales Cloud Consultant
- Service Cloud Consultant
- AI Associate
PERSONAL PROFILE
Languages Known: English, Hindi, Marathi and Telugu
Timeline
Delivery Manager
STETIG CONSULTING PRIVATE LTD.
04.2022 - Current
Assistant Manager
OBEROI REALTY LTD.
03.2014 - 04.2022
Team Leader
JB DATATECH
06.2012 - 03.2014
Team Leader, Operations
BANK OF AMERICA CONTINUUM INDIA PVT. LTD.
03.2010 - 04.2012
Team Member, Operations
3 GLOBAL SERVICES PVT. LTD.
08.2006 - 04.2007
Graduate (B.Com.) - undefined
Mumbai University
MBA - Finance
I.T.M Institute (Southern Hampshire) University