Shailendra Singh
Lead - CRM Administration And Project Management
Gurgaon
Summary
An energetic, proactive and passionate individual with over 3 years of experience in CRM Administration and Project Management with excellent skills of leading technical projects and ensuring successful deployment and adoption of CRM/Products initiatives consistently is looking forward to contribute in an esteemed organization.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
4
4
Certificates
Work History
Lead - CRM Analyst and Project Management
Innowia BPM Services
Gurgaon
10.2022 - Current
- Designed and implemented multiple processes for more that 20 teams on CRM for various Canada and US based clients and onboarded their whole operations on to CRMs from G-mail/Outlook.
- Build multi-level reports using diffferent metrics for multiple process like agent productivity reports, workflow trends and helped streamline processes.
- Strategic build and defined process to manage complete lead management system of our client that has over 3000 active accounts.
- Based on my performance, I am also included in the IT Project Management team where I am leading projects like Product development, Process Launch, Website launch and revamping website and Marketing analysis reports through Google Analytics for the clients.
- CRM Implementation and adding automations for overall operations process excellence. Integrating systems to achieve Process Goals
- Customer segmentation & develop workflow based on their expectation and service efficiency.
- Automate reports that give an insight of workload management, queue management, agent productivity, SLA’S, volume forecast etc.
Jr. Account Manager– IT Operations and Support
Interlynx Systems LLC
New Delhi
07.2021 - 10.2022
- Managed more than 300 potential clients who were using our lead management system as a service and Custom Reports. This enabled sales team to manage pipeline
- Coordinating with company resources and implementing strategies for client’s system development and understanding the clients’ needs, and deploy systems accordingly (ideally with customized product or service solutions).
- Responsible for preparing and analyzing reports on weekly basis, upgrade as per client requirements and send them weekly and monthly. It involved deep dive analysis on client’s data to analyze projections.
- Ensuring all parties are on track with Product requirements, goals and deadlines.
- Training Sales People, Clients on new product features and providing customer support to clients.
- Integrated clients CRM's(Salesforce,WPCRM,P21etc) and Marketing tools(Hubspot, Pardot etc) with our lead management system.
Data Research Analyst
Interlynx Systems LLC
New Delhi
11.2020 - 07.2021
- Preparing and sorting documents for data entry.
- Entering data into database software and checking to ensure the accuracy of the data that has been inputted.
- Resolving discrepancies in information and obtaining further information for incomplete documents.
- Creating data backups as part of a contingency plan.
Tax Expert - Administration & Customer Service
CorWhite Solutions Private Limited (Internship)
Gurgaon
06.2019 - 07.2019
- Using companies custom build tool for ITR filling, I filled over 200 ITRs.
- Assisting our mentors (CA’s) in complex ITRs by connecting with the clients and arranging all the documents and information required in the system.
- Organizing and maintaining all the information of the clients to whom we offered service in my tenure to have future business prospect.
Education
MBA - Finance And Information Technology
Indraprastha University
New Delhi 06.2018 - 06.2020
Bachelor's in Computer Applications - Information Technology
Panjab University
Chandigarh 06.2014 - 07.2017
Senior Secondary - Mathematics And Science
Dyal Singh Public School
Karnal 05.2013 - 05.2014
Secondary - General
Dyal Singh Public School
Karnal 05.2011 - 05.2012
Skills
CRM Implementation and Configuration
Additional Information
- CRMs- Excellent knowledge of Fundamentals of CRM systems. I got chance to work on Salesforce, Zendesk , Zoho, WP CRM, Freshsales and Freshdesk.
- I have completed my Project Management Course from regular College in 2020.
- My current job gave me exposure to learn adaptability and focus on root cause analysis.
- I am verse with tools like Jira, Monday.com, Trello and in house developed products.
Certification
Certification of Complete Project Management Course
Timeline
Lead - CRM Analyst and Project Management
Innowia BPM Services
10.2022 - Current
Jr. Account Manager– IT Operations and Support
Interlynx Systems LLC
07.2021 - 10.2022
Certificate of Data Analytics using excel
05-2021
Data Research Analyst
Interlynx Systems LLC
11.2020 - 07.2021
Certification of Complete Project Management Course
05-2020
Tax Expert - Administration & Customer Service
CorWhite Solutions Private Limited (Internship)
06.2019 - 07.2019
Certification of completion in Financial Analysis
07-2018
MBA - Finance And Information Technology
Indraprastha University
06.2018 - 06.2020
Certificate of Personality Development from Regional Institute of English
05-2017
Bachelor's in Computer Applications - Information Technology
Panjab University
06.2014 - 07.2017
Senior Secondary - Mathematics And Science
Dyal Singh Public School
05.2013 - 05.2014
Secondary - General
Dyal Singh Public School
05.2011 - 05.2012
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