10+ years of diverse experience in Operations of contact center solutions including 4+ years in Salesforce. Worked and collaborated with IT, Sales, Marketing, Finance, Operations teams. Experienced in working with clients to map out their existing Business Processes and providing system-based solutions that increase efficiency and reduce operating costs. Experienced in Scoping Phase, Gap Analysis, Testing, and Implementation Phase. Strong Requirements gathering experience using JAD Sessions & Conducting User Interviews, and preparing functional documents like Use Cases and User Stories. Experience creating custom objects, created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages. Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships, validation and formula fields to the custom objects. Skilled in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, Campaigns as per need. Knowledge of approval process, assignment rules, workflow rules as well as process builder. Expert in generating and analyzing custom reports and dashboard for management and various business unit personnel to provide detailed information on key performance indicators. Possess knowledge & experience working in teams implementing Agile Methodologies. Excellent communication and interpersonal skills, accustomed to working in both large and small team environments. Have hands on and proven project management, process improvement and people management skills.