Kumar Naman

• Acting as Project Coordinator / Acting Project Manager for Salesforce implementation, enhancement, and automation projects.
• Coordinating between business stakeholders, Salesforce developers, QA teams, and operations teams.
• Managing project timelines, tasks, deliverables, and stakeholder communication.
• Leading User Acceptance Testing (UAT) planning, execution, and sign-off for new features and system enhancements.
• Supporting Salesforce Service Cloud operations and user support activities.
• Tracking project progress, risks, issues, and change requests.
• Facilitating project meetings, status updates, and stakeholder communications.
• Supporting deployment of automation, workflows, and CRM process improvements.
• Working with global teams across EMEA, APAC, and North America.
• Maintaining reports, dashboards, and operational documentation.
• Supporting customer lifecycle processes including contracts, renewals, billing, and revenue operations.
• Providing Salesforce training and functional support to internal teams.
• Identifying process improvements and automation opportunities.

Tools & Environment: Salesforce Service Cloud, Salesforce CPQ, Jira, UAT Testing, CRM Operations, Agile, Reporting & Dashboards

• Championed effective communication channels maintaining transparency across departments.
• Executed detailed competitor analysis providing competitive edge in marketplace.
• Orchestrated high-impact workshops to enhance team skills and knowledge.
• Designed key performance indicators, measuring operational success effectively.

• Worked as Client Support Advisor providing Level 1 (L1) support for Salesforce and CRM applications.
• Handled user tickets, service requests, and incident support through ticketing tools and CRM systems.
• Provided first-level troubleshooting for Salesforce issues related to user access, data issues, reports, and system functionality.
• Escalated complex issues to Level 2 / technical teams and followed up until resolution.
• Managed customer accounts, contracts, renewals, and lifecycle operations within CRM systems.
• Maintained CRM data, case updates, and operational records.
• Generated reports and tracked service performance and operational KPIs.
• Ensured service requests and incidents were handled within SLA timelines.
• Supported business users with system usage, troubleshooting, and issue resolution.
• Worked with CRM systems including Salesforce, Siebel, Oracle, and Amdocs.
• Coordinated with technical teams, operations teams, and account management teams.
• Contributed to process improvements and documentation of common issues and solutions.
• Maintained documentation, knowledge base articles, and operational procedures.
• Worked in a fast-paced application support and operations environment handling enterprise clients.

• Provided Level 1 support for CRM systems including Salesforce for customer accounts and service operations.
• Handled service requests, account updates, and system-related queries from business users and customers.
• Updated customer records, opportunities, and account information in CRM systems.
• Assisted users with system navigation, data updates, and issue troubleshooting.
• Logged and tracked incidents and service requests and ensured timely resolution.
• Generated operational reports and maintained CRM data accuracy.
• Coordinated with internal teams for issue resolution and service updates.
• Maintained documentation and operational records for CRM processes.
• Supported customer lifecycle management and account operations.
• Ensured data accuracy, proper documentation, and process compliance.
• Provided customer and system support in a high-volume support environment.
• Followed SLA timelines and service processes for incident and request handling.
• Supported operations teams in daily CRM and system-related tasks.

• Managed customer accounts and payment collections.
• Maintained account records and customer information systems.
• Negotiated payment plans and handled customer account operations.
• Monitored KPIs and reported on performance to address corrective action needs.
• Applied mastery in Microsoft Office Suite to deliver top-quality administrative support.
• Presented findings at company meetings ensuring everyone was kept informed about departmental updates.