N G
San Francisco,CA
Summary
Senior Salesforce Lead with 10+ years of experience delivering intelligent, business-focused CRM solutions. Experienced in leveraging AI, automation, and enterprise integrations to streamline processes, improve reporting visibility, and enable data-driven decision-making. Proven track record of leading SOX-compliant releases, optimizing workflows, and driving measurable revenue growth and operational efficiency.
Overview
9
9
years of professional experience
4
4
Certification
Work History
Senior Salesforce Lead | Release Manager
TRR
01.2020 - Current
- Led AI-driven initiatives using Agentforce, designing intelligent prompts for Contact Summaries, Opportunity Creation, and Missed Drop-offs & Pickups, reducing manual data entry time by up to 40% and enabling reps to focus on revenue-generating conversations instead of administrative tasks.
- Architected and managed complex Salesforce integrations with enterprise systems, including Xactly (commission management), Sumo (appointment tool), Zoom, Genesys, LeanData, SaiiPoint, and Segment, ensuring seamless data synchronization, real-time automation, and improved cross-platform visibility.
- Configured and optimized SUMO appointment automation, driving a 20% increase in appointment bookings, directly contributing to higher lead conversions and revenue growth.
- Developed dynamic, executive-level dashboards and reports to track: Consignors lifecycle metrics, Appointment trends, Referral performance, Sales rep commission performance, Revenue forecasting & pipeline health. Empowered leadership with real-time insights for data-driven decision-making.
- Led and supported business-critical projects that resulted in a 15–20% increase in sales revenue through process optimization, automation, and improved lead routing strategies.
- Designed and implemented a Referral Program framework in Salesforce, significantly increasing the acquisition of new consignors and expanding the business pipeline.
- Managed Salesforce release lifecycle, including change management, testing coordination, production deployments, and post-release validation, ensuring compliance with SOX controls.
- Implemented governance controls and audit-ready documentation aligned with SOX compliance, ensuring secure integrations, access management, and change tracking.
Staff Salesforce Business Analyst
Westfield
06.2019 - 01.2020
- Partnered with C-Suite Executives and Cross-Functional Stakeholders to lead deep discovery sessions, translating strategic objectives into scalable Salesforce solutions aligned with revenue growth initiatives.
- Led the enterprise reporting strategy in Salesforce, building real-time dashboards and forecasting models to enable data-driven decision-making and accurate quarterly revenue planning.
- Managed and delivered multiple high-impact transformation projects, driving business process optimization, automation, and operational efficiency, resulting in significant revenue growth across regional sales teams.
- Designed and optimized Salesforce processes to track and manage the entire West Region customer base, improving customer lifecycle visibility, retention analytics, and regional performance insights.
- Streamlined and enhanced the Salesforce Release Management Process using AutoRABIT (Automated CI/CD Deployment Tool), reducing manual deployment errors, improving release velocity, and strengthening governance and compliance controls.
- Owned end-to-end project planning, timeline management, risk mitigation, and stakeholder communication, ensuring on-time, high-quality delivery of strategic business initiatives.
Salesforce Lead
U.S. Bank
01.2018 - 06.2019
- Led the end-to-end Salesforce strategy and operations for the 24-Hour Banking Business Line, aligning CRM capabilities with customer service excellence, sales performance, and operational efficiency goals.
- Spearheaded the migration from Salesforce Classic to Lightning Experience, driving UI modernization, improving user adoption, enhancing productivity, and enabling advanced Lightning capabilities across the organization.
- Owned and managed Salesforce Production Support, ensuring high system availability, rapid incident resolution, root cause analysis, and continuous platform stability for mission-critical banking operations.
- Delivered multiple high-impact initiatives, including Lead De-duplication Framework, Optimized Approval Processes, and Lead Conversion Enhancements, improving data integrity, accelerating deal cycles, and increasing overall conversion rates.
- Designed and implemented governance controls to enhance data quality, compliance, and operational transparency, supporting regulatory and enterprise standards within a highly regulated banking environment.
- Partnered with business leaders and cross-functional teams to continuously identify process improvement opportunities, translating complex banking requirements into scalable Salesforce solutions.
Salesforce Business Analyst / Administrator
Zscaler
06.2017 - 01.2018
- Managed the User Onboarding and Offboarding Lifecycle within Salesforce, ensuring accurate role hierarchy, permission set assignments, access governance, and secure de-provisioning aligned with compliance standards.
- Partnered with business stakeholders and technical teams to conduct detailed requirement gathering sessions, translating business needs into scalable Salesforce solutions and structured project timelines with clear milestones and deliverables.
- Led Salesforce release management and deployments from sandboxes to production, coordinating testing cycles, validating change sets, and ensuring smooth, error-free production releases.
- Owned Salesforce Production Support, performing root cause analysis, resolving bugs, managing incidents, and maintaining high platform stability and user satisfaction.
- Designed and delivered Reports & Dashboards to enhance data transparency and enable leadership to make informed, data-driven business decisions.
Education
Master of Science - Management Information Systems
University of Illinois At Springfield
Springfield, IL12-2016
Bachelor of Science - Information Technology
G.H.Raisoni Institute of Information And Technology
Pune, India06-2014
Skills
- Agentforce AI
- AI Prompt Engineering
- Business Intelligence & CRM Analytics
- Dynamic Reporting & Dashboards
- Release Management
- System & API Integrations
- Stakeholder Communication
- Salesforce Automations
- Leading teams
- Decision-making
- Time management
- Team leadership
- Staff management
- Project management
- Project planning
- Cross-functional teamwork
Certification
Salesforce AI Associate | Salesforce AI Specialist | Salesforce BSA | Salesforce Admin
Timeline
Senior Salesforce Lead | Release Manager
TRR
01.2020 - Current
Staff Salesforce Business Analyst
Westfield
06.2019 - 01.2020
Salesforce Lead
U.S. Bank
01.2018 - 06.2019
Salesforce Business Analyst / Administrator
Zscaler
06.2017 - 01.2018
Master of Science - Management Information Systems
University of Illinois At Springfield
Bachelor of Science - Information Technology
G.H.Raisoni Institute of Information And Technology