Seeking a challenging SFDC-Admin(201) position in a growth oriented organization of repute.

1. RAHUL SINHA
Mob: +91 9818889140 / +91 9818732870 ●Email: rah.sinha79@live.com/rah.sinha79@gmail.com
H.No-68B Sector-11B Faridabad Haryana-121006
Leadership ● Team Management ● Facilitation ● SFDC & Force.com- Admin-201
A highly motivated and result driven Professional utilizing enthusiasm, perseverance and strong desire to learn to
contribute and make a positive difference to the organization. Seeking a challenging SFDC-Admin(201) position in a
growth oriented organization of repute.
PROFILE
 High Energy, Optimistic Learning & Development Team Manager with a career spanning 14 yrs including 10 yrs
progressive experience and verifiable achievements with Quantm-Coteq Technical Services, I-Yogi Technical
Services & IBM(GPS)with Strong analytical, Team building, Skill Development, People management &
Organisational Development abilities.
 Excellent leader with track record of success taking initiative to solve critical problems and to achieve strategic
corporate goals.
 Devised creative strategies and orchestrated the implementation of successful initiatives targeted towards
enhancing customer satisfaction.
 Proven experience of combining strong Leadership skills, Motivational skills, expert Domain knowledge,
Communication skills and multitasking capabilities to positively contribute to organizational growth & success.
 Distinguished and recognized for Brand building & positioning, strategizing and fostering client relations to ensure
smooth operations.
 Proficiency in expanding business and streamlining Training & Operations.
SFDC- Admin-201 SKILLSET & DELIVERABLES
 Organization Build-Up: Adept Knowledge of Organisational set up and key building blocks of Company Profile.
 Superior Designing & Analytics: Building, Fostering & Customising Apps-Tabs-Objects to user model, basis OWD,
Profiles, Role hierarchy and Criteria’s set as per the organisational standards to deliver smooth Transition of
workforce, Reporting’s and Dashboards.
 Process Improvement & Automation: Adept Knowledge of Building, Fostering in process Automation with
Workflow, Activity & Data Management system.
 Proficient Chatter Management: Enforcing, Sharing & implication on use of knowledge & communication using
the Chatter management.
 Business Development & Improvement: Fostering, Enforcing, adept knowledge of Grass roots of business- Sales
& Service with implication of Sales & Service Cloud data management system.
KEY DELIVERABLES- Till Last Role- PROFESSIONAL OUTLINE
 Proficient Training Management: Verified record in establishing and transforming training to an efficient,
reliable, fast processing and user friendly processes to ensure smooth functioning and reduced critical error rates.
 Excellent Team Leading Expertise: Building, heading and mentoring teams to provide consistent performances
in demanding situations to achieve organizational goals. Identifying talent and motivating them by high standard
leadership quality.
 Management Expertise: Managing diverse training levels, efficiently managing, interacting with the management
ranks, and customers and ensuring superior performance with minimal error rates and augment business for the
organization.
 Superior Analytical Capabilities: Analyzing the MIS, database organization and other performance statistics and
implementing business centric strategies to steer the organization to growth and success.
 Client Relationship Management: Adept at transforming queries to long term business opportunities, resolving
their issues, providing value added services and spreading goodwill.

2.  Process Improvement: Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximise customer satisfaction level.
 Business Development: Evolving market segmentation & penetration strategies to achieve targets. Reviewing &
interpreting competition strategies, monitoring and generating reports for the top management to fine-tune
strategies
PREVIOUS BPO ASSIGNMENTS
QuantM - Coteq Technical Services
Manager Training Team – Learning & Development (Sep 2015 – Dec 2015)
Team Management ● Default Resolution ● Skill enhancement ● Service Delivery ● Strategic Implementation
Highlights:
 Empower the workforce: Analyze, design, develop and evaluate training solutions, including interactive instructor-led
courses, self-instruction and web-based learning modules.
 Influence the lives of others: Develop, train, and manage program trainers of diversified skill set and yet teaming them
under one umbrella the 'Training Team'
 Strengthen relationships: Engage key stakeholders and cross-functional leaders to ensure strategic alignment for training
and executive sponsorship. Including Calibration with Quality & Business Heads to improve performance & call quality.
 Exhibited Vendor/Client Relationship management.
 Set the path to success: Oversee the on-boarding of new trainers and the trainer certification process TTT.
 Effective Workforce: Implementation of the Training policy and complete Training Administration.
 Strategic Implementation: Strategic Consulting, including business plan implementation & sales strategy development.
 Engineered skilled talent retention methodologies with R&R programs for excellence in process matrices.
I YOGI Technical Services
Sr. Training Facilitator – Sales Training (Sep 2011 – Aug 2015)
Sales Training ● Default Resolution ● Process Training ● Service Delivery ● Team Management
Highlights:
 Synthesized the process training to deliver quality in terms deliverables.
 Defined the Training needs, learning curve, developed training schedule, training manuals, engineered TTT
certification process, trained new teams ensuring the learning curve is achieved as agreed.
 Exhibited Vendor Relationship management.
 Exhibited ownership of business and ensured the KRA’s are met which resulted in generating additional projects.
 Executed check in absenteeism and resources keeping resulting in drop of attrition rate and lowered training cost.
 Executed and successfully implemented online shopping store, creating additional profits for the company.
 Exhibited ownership of business and ensured successful implementation of new campaign for Accounting
software.
 Exhibited ownership in synthesizing training methods with Job requirements in the Technical Market for the
company.
 Identifying Training needs and implementing strategic approach towards BQ to achieve desired Revenue & Quality
targets.
IBM GPS
Training Facilitator–Training (Feb 2010 – Aug 2011)
Customer Service Executive (April 2005– 2010)
Platinum/CitiBank(SLC) ●Default Resolution●Process Training●Service Delivery● Team Management
Highlights:Platinum
 Synthesized the process training to deliver client quality in terms deliverables.
 Designed methodologies to increase throughput from 40% to 80% with first pass percentage above75%.
 Defined the Training needs, learning curve, developed training schedule, training manuals, trained new teams
ensuring the learning curve is achieved as agreed.

3.  Engineered transition and implementation of additional projects and queues. This resulted in effectively reducing
error rates resulting in QMC targets from 65% to 90% above.
 Exhibited ownership of business and ensured the KRA’s are met which resulted in generating additional projects.
 Executedcheck in absenteeism and resources keeping resulting in drop of attrition rate and lowered training cost.
Highlights: CitiBank(Student Loan Corporation-USA)
 Nurtured as customer care executive to Sr-customer care executive and set standards in exceptional deliverable
quality.
 Groomed to an international standard of training, quality and operational skills for upcoming assignments.
 Recognised by client and management for exceptional quality.
Recognitions:
 Top performer for the 4th Quarter by Student Loan Corporation 2006 Best Quality from client.
 Certificate Of Excellence 2006 IBM Daksh.
 For exceptional performance – KAIZEN / TOP GUN category (June 2007, Nov 2007 & Dec 2007).
 SUPER TALENTED STAR ACHIEVER OF THE YEAR 2007, IBM Daksh.
 On completion of 3 years – LONG ASSOCIATION AWARD- 2008 IBM BPS.
 THE MASTERO Jan 2008 IBM BPS.
 On completion of 5 years – LONG ASSOCIATION AWARD- 2010 IBM India GPS.
PREVIOUS ASSIGNMENTS- HOSPITALITY SERVICES
The Oberoi- Amarvilas(Agra)
F&B and Instructor (Dec 2003– April 2005)
Highlights:
 Managed multiple F&B outlets in the hotel in terms of acquiring understanding of relevant section, liaison with
training needs.
 Provided clear leadership to the teams to ensure team, individual and organizational objectives to be met.
 Achieved the set targets by the management.
 Ensured qualityand disciplined service to the customers.
 Organisedtraining programmes for new employees and monitoring and mentoring their performance.
 Recognised for managing restaurant and prompt service, collating escalations, providing recommendations to
reduce operational costs and increasing customer satisfactions.
V- Customer
Customer Care Executive (Sep 2003– Nov 2003)
 First venture into BPO sector with Sales Process- Marshall Fields USA.
The Bristol Gurgaon
Sr- F&B Steward (Oct 2002– Aug 2003)
 Managed multiple F&B outlets in the hotel in terms of acquiring understanding of relevant sections of service.
 Ensured qualityand disciplined service to the customers, with training needs to new joiners in F&B service from
other professional fields.
 Catered to management needs in organising and planning festivals.
 Responsive to daily MIS reports to Sales and Marketing.
The Jaypee Residency Manor Mussorrie
Commie de Rang (April 2002– Sep 2002)
 First step towards career path in Hospitality Industry.
 High energy towards understanding resort operations and delivering exceptional F&B service.
 Catered to management needs in organising and planning festivals.
 Ensured quality and disciplined service to the customers.

4. PROFESSIONAL DEVELOPMENT
Highlights:
 Undergone Microsoft Office Certification programme.
 Lean Workshops - How to make your department or organisation more competitive.
 Undergone “THE ENABLING LEADERSHIP” certificate programme from IBM GPS (2011).
 Undergone “FEEDBACK SKILLS” certificate programme from IBM GPS (2011).
 Certified Sales trainer under guidance of Sr VP- Mr AkshayBandhu.
 Undergone SFDC-201 & Force.com Learning, Building & Implementation under expert Guidance of Mr. Devanand
ManiRao from Edureka (2016).
EDUCATION
 Bachelors of Science - Hospitality and Hotel Administration
Indira Gandhi National Open University (IGNOU), 2007.
 Diploma in Hotel Management and Catering Technology
National Council for Hotel Management and Catering Technology, Bhubaneswar, 2001
 Schooling 10th and 10+2
A.P.J Public School Sec-15 Faridabad Haryana.
PERSONAL DETAILS
 Date of Birth:7May 1979
 Languages Known: English, Hindi & Bengali