Integration (REST API)
Jasdeep Singh Talwar
Director - Digital Cloud Solutions (Salesforce)
Noida
Summary
Focused Salesforce Technologist with 18+ years of overall experience- in Delivery Excellence, Client Interaction, People Management, Production Support and end to end Project Lifecycle Management. Adept at planning, directing and maintaining continuous Enterprize Level Salesforce Engagements through various phases of the Project Lifecycle. Experienced in directing development teams to ensure delivery of a quality state of the product and exceptional customer experience . Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance. Hands on experience in implementing effective IT strategies at local and global levels.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Director - Digital Cloud Solutions
KPMG Assurance & Consulting Limited
10.2021 - Current
- Provided Thought Leadership for Customers in terms of understanding their business cases and providing effective, scalable and adoptable solutions using the Salesforce Ecosystem.
- Promoted from Associate Director to Director in the KPMG Salesforce Practice.
- Currently Leading the DMS Salesforce COE for KPMG and have played a pivotal role in creating effective assets and GTM strategies for the KPMG DMS Solution offering.
- Spearheaded large teams , supervising daily performance as well as training and improvement plans.
- Assisted Senior Leadership in managing all aspects of Salesforce Project Deliveries for Enterprise Level Customers.
- Trained and developed Engagement Managers to enable them to manage their assigned projects effectively in terms of Project Management, Stakeholder Management, Risk Management, Implementation Management, Resource Management etc.
- Assessed risks associated with engagement activities and implemented appropriate mitigation strategies
- Established connects with C level Stakeholders to Farm Accounts and get additional business.
- Led Multiple Presales Initiatives for renowned Enterprise Brands who later turned into profitable customers for KPMG.
- Led initiatives right from Vision Stage through to implementation right up to end user Adoption.
- Effectively collaborated with C Level Stakeholders to drive Change Management Initiatives for customers.
- Managed Alliances with OEM Partners like Salesforce, Leveraged Established Relationships to win new business.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
Technical Project Manager
R Systems International
05.2019 - 09.2021
- Established RSI market footprint by engaging with Customers across various geographies and business domains (Finance, Education, Publishing, Retail etc.)
- Responsible for understanding Customer's Business Cases and converting them to full fledged Salesforce Solutions (Agile & Scrum)
- Actively assisted Pre-Sales activities by attending calls with Prospects and subsequently leveraging relative POCs
- Managing Client communication at different Stake Holder levels (Technical & Managerial).
- Team Size: 30 Developers, QAs & Business Analysts.
- Responsible for resource management for all my projects along with recruitment and backfilling
- Play major role in maintaining and enhancing Relationship with Salesforce in terms of Partnership Program.
- Consolidated resources in terms of niche Salesforce skills like CPQ, FSC, SFMC etc. and building respective practice.
- Managing Internal Stakeholders and keeping them abreast by reporting on different project matrices on weekly basis
- Ensuring Coding Standards and Best practices are followed for all implementations.
- Delivery Management, Change Order Execution & Tracking, Test Repository Management, Traceability Matrix etc. are all key drivers I manage to ensure optimum team productivity.
- Entrusted with responsibility of representing R Systems at DREAMFORCE 2019 in SFO, California.
- Won Best Project Manager - 2020 Award
Senior Engineering Manager / Senior Project Manager
ForceBrain India Pvt. Ltd
02.2018 - 04.2019
- Handled entire engineering operations in collaboration with product owner.
- Team Size: 20 developers, QA Engineers, Technical Leads, Business Analysts etc. across multiple geographies.
- Executing and monitoring entire development operations for product in terms of bug fixing and new feature development.
- Played combined role of Engineering Manager (ensuring best practices / coding standards), Release manager (managing delivery of new features & regular bug fix patches on a biweekly cadence for existing customers) and that of Scrum Master (Overseeing day to day progress, holding scrum meetings, Sprint Planning meetings, Creating Burndown Reports, Creating Burn-up Reports, Enforcing Scrum Framework etc.).
- Major part of my responsibilities also included collaborating with different departments ( Sales to identify current needs and lend them pre-sales support, customer success and support to help them debug urgent customer issues and catering to urgent customer needs by turning around hot fixes) and communicating with them effectively to understand requirements and channelizing delivery accordingly.
- During my stint in this company, I have contributed to projects / deals for new customers valued to about USD 650000 in terms of Net Revenue via new deals or customization related change orders for existing customers.
- Have had to travel onsite to Belarus to meet our in house team and consulting partners to have strategic dialogue pertaining to current engagements and those in pipeline.
- Resource Management for different engagements was also major part of KRA.
Project Manager
Kloudrac Softwares Pvt Ltd
05.2017 - 02.2018
- Requirement Gathering, business process analysis, solution designing and documentation review(SRS, DD, RFC etc.)
- Created project plans for different projects and performed cost estimations.
- Managed Risks and Milestones.
- Ensured that Standard Salesforce Coding Best Practices were followed when coding solutions.
- Sprint Management, Resource Management and Ticket Management were also part of my KRA.
- Conducted daily Scrum Calls.
- Oversaw Setup and Configuration of complete CPQ functionality which was exposed to Sales Users of customer.
- Daily reporting to management in terms of SLAs, deliverables, milestone related progress etc.
- Regular interaction with clients to attain sign offs on each sprint etc. to ensure development effort is air tight and in right direction.
- Escalation Handling while providing Post Sales Support to our clients was also part of my KRA.
Project Lead
HCL Technologies India Pvt Ltd
12.2013 - 06.2017
- Began journey as Tier 2 support engineer
- Handled & Resolved inbound cases for Salesforce Customers at Tier 2 level.
- Managed Escalations in terms of issues that required Tier 3 & R&D intervention
- Maintained CSAT score of over 95% month on month
- Was promoted to Project Lead, where in was asked to manage team of 12 support engineers.
- Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
- Ensured their SLAs were always met and case queues were always managed.
- Assisted them while resolving most complex issues.
- Managed customer escalations on cases.
- Daily reporting to Project Managers in terms of CSAT, SLAs, Utilization, Escalations etc.
- Was then transferred to Salesforce Practice Team in HCL as Project Lead.
- Was responsible for preparing POCs, SOWs & Change Orders for clients.
- Also prepared Business Requirement Documents, System Requirement Specification Documents, High Level Design Documents, Integration Documents, Data Models Diagrams etc.
- Overseeing day to day progress, holding scrum meetings, Sprint Planning meetings, Ticket Creation, Monitoring and Reporting Daily progress to concerned stakeholders etc.
AGENT
British Airways
03.2013 - 11.2013
- Ensured their SLAs were always met and case queues were always managed
- Ensured that CSAT matrix of each engineer was met every month
- Assisted them while resolving most complex issues
- Managed customer escalations on cases
- Interacted with different stakeholders across multiple LOBs to provide updates on cases, escalations etc.
- Daily reporting to Project Managers in terms of CSAT, SLAs, Utilization, Escalations etc.
- Handling Inbound Calls related to Airline Reservations and Lost Baggage.
- Resolving Passenger queries related to lost baggage as backend tracking expert.
- Maintaining AHT & Quality matrices pertaining to daily calls
- Assigning Tasks and collaborating with BA teams at different airports around the world.
- Communication with customers to relay baggage tracking information and ensuring zero escalations etc.
- Upselling other special services like, UMs, Seats etc.
Senior Analyst
American Express India Pvt. Ltd
04.2011 - 03.2013
- Handled Inbound Customer calls related to credit card applications.
- Analyzing Customer Credit eligibility on bases of their credit score from Experian, Trans Union or Equifax.
- Processing application on basis of Risk of Credit and bad debt possibility.
- Communicating benefits of product, approval or denial reasons to customers.
- Maintaining top not customer experience by meeting and exceeding CSAT targets
- Was Awarded as STAR OF THE QUARTER - CSAT multiple times
- Was made responsible SPOC for escalation handling.
Technical Support Associate
Dell International Services
07.2008 - 03.2011
- Answered inbound calls and resolved customer issues related to hardware and software for Dell Machines.
- Created Dispatches post troubleshooting for part replacement.
- Promoted to Team Lead for US consumer Tag Team.
- Handled complete team of 22 people and won much special recognition for productivity and quality matrices.
- Was solely responsible for maintaining service tag and customer data in master database.
- Responsible to catering to requests from operations team related to Service.
- Identifying and eradicating any possibilities of FRAUDULENT TAG TRANSFERS.
- Driving performance from team and ensuring complete data integrity.
- Handling Escalation Calls with respect to FRAUD tagged customers etc.
Education
Bachelor of Engineering - Computer Science
Hitkarini College of Engineering & Technology
Jabalpur 07.2004 - 07.2008
Skills
- Presales
Stakeholder Management
Business Process Improvement
Project Management
Scrum Management
Communication Skills
Escalation Management
Client Handling
Salesforce CRM
Solution Architecture
Apex / Visualforce / Lightning Design
GitHub / Zenhub / Salesforce DX
Strategic planning
Software
Data Migration Strategy
Mulesoft
Salesforce CRM
Certification
Certified Scrum Master
Interests
Snooker & Billiards
Driving
Music
Travel Vlogging
Timeline
Salesforce Certified AI Associate
05-2024
Director - Digital Cloud Solutions
KPMG Assurance & Consulting Limited
10.2021 - Current
Salesforce Platform App Builder
01-2020
Salesforce ADM - 201 - Administrator
07-2019
Salesforce Certified Einstein Analytics and Discovery Consultant
07-2019
Technical Project Manager
R Systems International
05.2019 - 09.2021
Certified Scrum Master
04-2019
Senior Engineering Manager / Senior Project Manager
ForceBrain India Pvt. Ltd
02.2018 - 04.2019
Project Manager
Kloudrac Softwares Pvt Ltd
05.2017 - 02.2018
Project Lead
HCL Technologies India Pvt Ltd
12.2013 - 06.2017
AGENT
British Airways
03.2013 - 11.2013
Senior Analyst
American Express India Pvt. Ltd
04.2011 - 03.2013
Technical Support Associate
Dell International Services
07.2008 - 03.2011
Bachelor of Engineering - Computer Science
Hitkarini College of Engineering & Technology
07.2004 - 07.2008
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