ASHISH KP

• Implemented Salesforce Solutions across service cloud org with over 80k €budget and 2k hrs of BA effort. End to end Involvement in project planning starting from gathering requirements from the client and translating them into Epic,User Stories & Acceptance Criteria , conducting POC by analyzing existing processes, risk assessments, gauging the tech effort, designing, configuring, testing and then deploying.
• Led weekly, bi-weekly and monthly meetings with client stakeholders to effectively architecture components and most importantly convince them on the tech budget
  needed. Involved in Scrum calls.
• Led project documentation effort for design plan, Business RequirementDocument(BRD), Process flow diagrams, Change Requests, Test Plans, Test Cases, UATdocuments, Regression Testing steps, sanity check, TDD, FDD and wiki docs.
• Involved in Root Cause Analysis of any issue post production deployment in the org and also ensure integrity of Incident data through daily session/calls and finalized the impact
  and root cause for the same.
• Successfully pitched and implemented innovative strategies to expand the client base, resulting i n a 40% increase in project revenue and fostering a culture of continuous improvement within the project team.
• Conducted thorough testing of all technical and functional Business requirements within the UAT org in collaboration with the Business team prior to deployment to ensure
  expected results for all the Sprints .

• Support the implementation of Salesforce based CRM/ Association Management System on Fonteva , online community & integration with Salesforce.
• Perform the unit testing as well as understand the system configuration from the external implementation team .
• Perform the key user trainings and change management in the assigned projects. Run the user acceptance testing with users.
• Perform data migration activities - data collection, data cleansing, data transformation for all master data & transactional data and loading using data loader, by working with key users.
• Regular system supports the incumbent needs to act as the first point of contact for key users, need to manage incidents, system configuration and trouble shooting. Escalate issues to Fonteva/Salesforce if needed and ensure closure within SLA.

Project: Behavioral Framework Health Cloud Implementation

• Business Requirements Gathering: Collaborated with healthcare providers, stakeholders, and end-users to gather and document business requirements for a comprehensive Behavioral Framework within Salesforce Health Cloud, enhancing patient engagement and care coordination.
• Health Cloud Configuration: Configured Salesforce Health Cloud to support behavioral health workflows, including patient intake, care plan management, and treatment tracking, aligning the system with industry-specific needs.
• Process Optimization: Analyzed existing patient care processes and identified areas for improvement, leading to a 20% reduction in administrative tasks and enhanced patient care delivery.
• User Story Development: Created detailed user stories and acceptance criteria to guide development, ensuring that all functional requirements were met and aligned with business goals.
• Stakeholder Engagement: Facilitated regular meetings with stakeholders to review project progress, gather feedback, and ensure alignment with organizational objectives.
• User Training & Support: Developed and delivered training programs for end-users, resulting in a 30% increase in user adoption and proficiency within the first three months of implementation.
• Testing & Quality Assurance: Managed user acceptance testing (UAT) and collaborated with development teams to resolve defects and ensure a smooth go-live process.

• Proficiently configured various components within the Customer Service platform including Roles, Profiles, Permission Sets, Page Layouts, Sharing settings, Approval processes, Reports, Dashboards, Validation Rules, Workflows, Flows, Process Builder configurations, Email Services, Escalation Rules, Duplicate Rules, Email-to-Case configurations, Assignment Rules, Custom settings, and Custom labels, custom
  metadata, Macros.
• Applied picklists, field dependencies, lookups, master-detail relationships, as well as
  formula fields to enhance the functionality of Salesforce objects.
• The successful implementation of these initiatives led to a remarkable 60%reduction in Ticket Turnaround Time (TAT) , greatly elevating customer satisfaction levels.

• Responsible to resolve Data Quality issues and delivery on time with Quality.
• Responsible to execute the high priority projects supporting the Business units.
• Evaluating new data sources for Building reports and verification of accounts which includes one source/Reuters.
• Responsible for importing the new sources into CRM (Salesforce) and generated better sales and revenue.
• Involved in processing the Einstein cases within timeline and error free delivery.
• Responsible for creating, updating and cleanup of the accounts in CRM to support LinkedIn Sales team.
• Processing Cleanup projects on sales force CRM application
• Allocating work to the team on cleanup projects. Make sure that the team understands the projects work instructions
• Follow up on status of the projects. Consolidating the project work from the team and make sure it is completed as per schedule