Koel Datta
Technical Lead_Sales Force Dot Com
Kolkata
Summary
Dynamic Salesforce Team Leader with over 15 years of experience in designing, developing, and deploying scalable CRM solutions across Sales, Marketing, Service, and Support modules. Expertise in aligning business objectives with technology by translating complex requirements into efficient Salesforce configurations that enhance workflows and user experiences. Proven track record in requirement gathering, technical analysis, and user story creation, complemented by hands-on leadership in custom development and system integration initiatives. Recognized for strong communication skills and adeptness in stakeholder management, risk mitigation, and resource planning, successfully driving enterprise-level CRM strategies and continuous improvement while leading global teams to deliver projects on time and within budget.
Overview
16
16
years of professional experience
14
14
Certifications
Work History
Technical Lead
Tata Consultancy Services
12.2015 - Current
- Project 1: Elements (Fleet Management CRM)
- Role: Salesforce Team Lead – Service Cloud
- Led a team in the deployment of an end-to-end fleet management solution for Element Fleet Management.
- Involved in Project Planning and execution with Resource and Capacity planning.
- Managed project scope, resource allocation, and timelines, ensuring alignment with business objectives.
- Designed and implemented Einstein Bot (standard & enhanced) for Service Cloud, improving customer support efficiency through automation.
- Optimized skill-based routing and real-time agent availability in Service Cloud to address driver support issues.
- Gathered and analyzed business requirements, translating them into effective Salesforce configurations.
- Project 2: GE Current
- Role: Salesforce Tech Lead – Service Cloud & Community Cloud
- Led the implementation of Case Management Lifecycle in Salesforce Community Cloud for GE Current.
- Delivered solutions for Commerce-based cases, including New Spec Registration, Returns, and Shipping issues.
- Coordinated migration and deployment processes across environments (lower to production) for seamless transition.
- Project 3: Carrier Corporation
- Role: Salesforce Team Lead – Commerce Lightning
- Designed and implemented Salesforce B2B Commerce Lightning Store to improve customer experience for service agreement renewals.
- Led the customization of store functionality and user experience enhancements.
- Managed data setup, product discovery, and security permissions for the e-commerce solution.
Associate Consultant
Wipro
12.2014 - 11.2015
- Project 1: ROBI AXIATA Telecom
- Led the data migration efforts, handling over 50 million records using Siebel EIM and PL/SQL.
- Provided mentorship to junior team members, guiding them through complex data transformations.
Consultant
Cognizant Technology Services
04.2010 - 12.2014
- Project 1: Biogen
- Developed interfaces and scheduled UNIX shell scripts for data integration.
- Collaborated with clients to analyze requirements and deliver custom solutions.
- Project 2: AZ Onewiew
- Led the data load process using Siebel EIM, resolving complex data issues and ensuring smooth service enhancements.
- Coordinated with third-party vendors and mentored junior team members on data management best practices.
Education
Master of Computer Application -
University Institute of Computer Science and Application, Rani Durgavati University
Jabalpur, M.P.01.2009
Skills
- Salesforce: Service Cloud, Community Cloud, Lightning, Apex, Visualforce, Einstein, Process Builder, Flow, SOQL, SOSL
Certification
Salesforce Certified Administrator
Accomplishments
- Salesforce Excellence Award: Recognized for delivering exceptional results on the GE Current and Carrier Corporation projects.
- Training Leadership: Awarded for training cross-functional teams on Service Cloud implementation best practices.
DECLARATION
I do hereby confirm that the information furnished above is true to the best of my knowledge and belief. Place: Kolkata
Timeline
Technical Lead
Tata Consultancy Services
12.2015 - Current
Associate Consultant
Wipro
12.2014 - 11.2015
Consultant
Cognizant Technology Services
04.2010 - 12.2014
Master of Computer Application -
University Institute of Computer Science and Application, Rani Durgavati University