Confidential

Rafat Khan – Senior Salesforce.com Consultant E: rafatcrmconsultant@gmail.com | M: +91 965 071 1442

New Delhi, India

Salesforce.com Engagements - Experience Highlights Great passion and endurance to be intrinsically involved in Salesforce.com engagements. Customer Relationship Management (CRM) domain has been my forte since late 1990s. Prior to Salesforce.com project engagements, have successfully delivered CRM automation projects on SIEBEL and SALESLOGIX.

I started my career in Salesforce.com domain, in 2004. In the past 10years, I have been involved in over 300 Salesforce.com projects. During this period, I have been in the roles of Business Analyst, System Configurator, Lead Consultant, Technical Architect, Solution Architect and Principal Consultant.

Till date, I am hands-on with the configurations and customizations of Salesforce.com, and have in-depth knowledge of Salesforce.com and force.com. In the past, I have had Salesforce.com Certified System Administrator certification, as well.

I aspire to lead, design and implement Salesforce.com projects for multifarious industry verticals. I have been instrumental in the implements of Salesforce.com for various industry verticals, such as Hi Tech, Pharmaceutical, Manufacturing, Telecom, Banking & Finance, Travel & Leisure, etc.

Hours

Following are some of my Salesforce.com project experience highlights:

GE Capital – Americas 2014 Project Brief: Salesforce.com implementation at GECA had to be provisioned with Account Tear Sheet feature. Account Tear Sheet has to compile the Account information that exists in Salesforce.com and other systems (EDW, BI, ESB etc.) and display the tear sheet on click of a button.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentations, System Development and Release Management.

Project Brief: Salesforce.com implementation at GECA required an automated records transfer utility to enable seamless transfer the ownership of records from one to another user or group of users.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentations, System Development and Release Management.

GE Capital – India 2014 Project Brief: GE Capital – India required to implement a customer facing portal for their car leasing business, with corporate clients in India. Salesforce.com – Customer Portal solution was design, developed and implemented to meet the requirement.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Configurations, System Development and Release Management.

Project Brief: GE Capital – India had huge data volume which needed to be periodically backed up in such a way that the records can be accessible from the data archive. Development and implementation of a JAVA application, which provides schedule based data backup and data retrieval system.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Development and Release Management.

Confidential

GE Healthcare – India 2013 Project Brief: Sales teams of GE Healthcare in India and other Asian countries are challenged with accessibility to Salesforce.com due to lack of Internet connectivity in remote regions of the countries. SMS integration tool was developed and implemented to facilitate system updates, by the sales teams, via the mobile network, through SMS.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Configurations, System Development and Release Management.

GE Corporate – US 2013 Project Brief: GE businesses in their research and development initiative design, develop, implement, and publish numerous Intellectual Properties (IPs). Highly complex and intricate system was developed and implement for IP registrations, sales management, contracts management and assertions management, for GE Corporate, on force.com platform. The force.com based IP management system was integrated with multiple existing systems

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Configurations, System Development and Release Management.

BAXTER – US 2013 Project Brief: BAXTER – Marketing planned to launch a portal for hosting webinar sessions recorded by medical professionals working with BAXTER. These webinar sessions are targeted for doctors and physicians. A combination of Salesforce.com, Salesforce – Content Management, force.com and force.com sites were used to design, develop and implement the system. The system allows for registrations by physicians and doctors, registrations to attend webinar sessions, hosting of webinar sessions and related content, and email marketing.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Configurations, System Development and Release Management.

FAZER – Finland 2012 Project Brief: FAZER, a leading hospitality services company in Finland, is in the business of providing rooms for meetings and functions. The reservation system for the room bookings was custom developed on force.com along with force.com site, to provision low cost system access to the business partners of FAZER.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Configurations, System Development and Release Management.

SYNGENTA – ASIA PACIFIC 2012 Project Brief: Channel sales automation was designed, developed and implemented for SYNGENTA in the Asia Pacific region, with the combination of core sales automation features of Salesforce.com and Salesforce – Partner Portal. The system was integrated with SAP for information on material dispatch, invoicing and payments, from dealers.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Configurations, Development and Release Management.

CITI Private BANK – US 2011 Project Brief: CITI Private Bank in US has implemented Salesforce.com for sales automation. The system had to undergo optimizations, changes, and enhancements. Quarterly system upgrade plans were drawn by the Business teams at CITI Bank – Private Banking – division. The requirements were reviewed and effort estimations provided to the CITI Private Bank – IT team.

My role involved: Best Practices Consulting, Requirement Analysis, System Enhancement Recommendations, System Development and Release Management.

BARCLAYS BANK – UK 2011 Project Brief: Premier client profiling, specialized high-end financial products sales, clients’ portfolio management, and premier customer services automation features and functionalities were implemented on Salesforce.com. Periodically scheduled features and functionality upgrades released in the production environment. Salesforce.com based feature requests and tracking system implemented for internal use, by the Salesforce.com user community, within Barclays.

My role involved: Best Practices Consulting, System Enhancement Recommendations, Requirement Analysis, Development and Release Management.

Confidential

BROCADE – US 2010 Project Brief: Implementation and integration of BIG Machines with Salesforce.com – Sales Cloud. The project involved revenue transfer functionality across merged business entities, uploading new products and product lists in to the Deal Desk, synchronization of opportunity pipeline with BIG Machines implementation, and custom tool for generation of proposal / quote letters for customers.

My role involved: Best Practices Consulting, System Enhancement Recommendations, Requirement Analysis, Development and Release Management.

SONUS – US 2010 Project Brief: Implementation of highly advanced and content rich form of Salesforce.com – Customer Portal, along with the enhancements to the existing Salesforce.com – Service Cloud implementation. Extensive content integrations of Customer Portal with Salesforce.com – Content Management. The project scope involved real time integrations with existing systems and ERP system through the Cast Iron ETL.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Configurations, Development and Release Management.

MISYS – EUROPE 2010 Project Brief: Premier client profiling, specialized high-end financial products sales, clients’ portfolio management, and premier customer services automation features and functionalities were implemented on Salesforce.com. Periodically scheduled features and functionality upgrades released in the production environment. Salesforce.com based feature requests and tracking system implemented for internal use, by the Salesforce.com user community, within Barclays.

My role involved: Best Practices Consulting, System Enhancement Recommendations, Requirement Analysis, Development and Release Management.

BMC SOFTWARE – US 2009 Project Brief: Service Desk Express product, of BMC, was planned to be migrated/built on force.com platform. BMC required highly skilled and experienced salesforce.com professionals to work with their internal teams involved in this product development project. Alliance with BMC required system design, development of innovative UIs and system never seen before on force.com platform, thorough testing, and product versions and upgrades release management in close coordination with the BMC teams.

My role involved: System design, Research for Newer Development Techniques on force.com platform, Onsite and Offshore Teams Management, and overall Program Management.

NCR – US 2009 Project Brief: Implementation of Salesforce.com for global sales automation, which involved automations of direct sales and channel sales. The project scope involved integrations with marketing automation systems, mass emailing systems and enterprise resource planning systems. Sales activities in various countries had to be consolidated at the regional levels and corporate levels in terms of reports, charts and dashboards.

My role involved: System Design, Development Management and Release Management, Onsite and Offshore Teams Management.

SINGAPORE EXCHANGE (SGX) - SINGAPORE 2008 Project Brief: The Salesforce.com implementation SGX involved sales automation, customer service automation, mobile integrations, sales and service analytics, and integrations with existing system. SGX being a high volume transactional sales organization effectively utilized the capabilities and capacities of Salesforce.com platform. The accurate online sales analytics system enabled SDGX to efficiently achieve their revenue targets. The system raised early warnings of products that were generating higher than expectable levels of support calls to timely avoid customer iterations.

My role involved: System Design, System Documentations, Salesforce.com Configurations and Customizations, User Trainings, and System Implementation.

Confidential

SIAM BANK - THAILAND 2008 Project Brief: The project scope covered automation of call centers across Thailand, for the credit card and banking customers of SIAM Bank. Salesforce.com – Call Center edition was considered for implementation, along with the integrations with core backend banking systems, already implemented at SIAM Bank. The system design, development, testing and implementation services had to be provisioned onsite at the corporate IT Services office and divisional offices on SIAM Bank.

My role involved: Pre sales, Prototypes development, Salesforce.com customizations, multiple rounds of presentations to client stakeholders and System Design.

UN WFP – Hong Kong 2007 Project Brief: United Nation World Food Program – Asia Chapter had the requirement for automation of their non-profit operations in the region. Salesforce.com was extensively customized to bring the system to closely correspond with UN WFP’s non-profit operations management. Primarily, the scope of the project included database/lists management of HNWI and Corporates, email campaigns, campaign donation receipts tracking, tracking of UN WFP’s funding for natural disasters, elaborate reports, charts and dashboards.

My role involved: System Design, System Documentations, Salesforce.com Configurations and Customizations, User Trainings, and System Implementation.

Management Leadership for Tomorrow (ML4T) – US 2007 Project Brief: The project scope involved implementation of Constituent Engagement System on Salesforce.com, for the non-profit operations management of ML4T. ML4T wanted to implement a single system for the automations of various education programs, student enrollments, program management, content management, online engagements with constituents, event management and online donations management, along with the integrations with their existing/legacy systems.

My role involved: System Design, System Documentations, Salesforce.com Configurations and Customizations, User Trainings, and System Implementation.

COOLERSMART – US 2006 Project Brief: CoolerSmart wanted to implement a seamlessly integrated system for their marketing functions and leads management. Salesforce.com features of Campaign Management and Leads Management was implemented in accordance with the business needs. The project scope involved extensive automation of email marketing with MS Office and MS Outlook integrations, and fairly complex and details parameterizations for automatic lead scoring and lead qualifications.

My role involved: System Design, System Documentations, Salesforce.com Configurations and Customizations, User Trainings, and System Implementation.

AIR WORLDWIDE – US 2006 Project Brief: The project scope included implementation of Salesforce.com for the automations of Sales, Software Services, Finance, Consulting, Marketing and Research. Highly complex sales processes automation was achieved with the Opportunity Management feature of Salesforce.com. Customer support services were automated with the implementation of extensively customized Salesforce.com – Case Management feature. Automation of marketing was achieved with the implementation of Campaign Management feature of Salesforce.com integrated with Exact Target. Contracts management, renewals automations, license repository and custom reporting comprised of the automations implemented to efficiently manage the renewals business.

My role involved: Best Practices Consulting, Requirement Analysis, Functional Design and Technical Design Documentation, System Configurations, Development and Release Management.

AVAYA – ASIA PACIFIC 2005 Project Brief: AVAYA was keen to automate their marketing operations in Japan, Malaysia, Singapore, Thailand, China and Australia. The project engagement involved travel to AVAYA offices across the Asia region, to meet and understand the present state of marketing operations and automations. Post compilation of the country-wise marketing operations, the Salesforce.com system had to be designed and implemented in such ways to meet local needs, as well as, to be able to compile critical marketing metrics at the regional level. The Salesforce.com based marketing automation solution was required to be implemented in multiple languages. Integrations with certain local systems implemented at various AVAYA offices were, also, considered in the implementation plans.

My role involved: Requirement Gathering, System Design, Salesforce.com configurations and customizations, System Documentations, User Trainings and System Implementation.

Confidential

MALAYSIA AIRLINES – MALAYSIA 2005 Project Brief: Customer Services division of Malaysia Airlines wanted to move away from MS EXCEL based data compilations, data updates and reporting, to a more robust automated system. Salesforce.com – Service Cloud was considered for implementation for the Customer Services division located in Kuala Lumpur. Airline passenger complaints, operational complaints and technical complaints by the staff of Malaysia Airlines needed to be recorded in Salesforce.com along with automatic assignments, SLA tracking, escalations, expense tracking and online reporting.

My role involved: Requirement Gathering, System Design, Salesforce.com configurations and customizations, System Documentations, User Trainings and System Implementation.

SEAGATE – US 2004 Project Brief: Seagate wanted to start to with customer profiling, dealers and distributors profiling, and competitors profiling on Salesforce.com. The system implementation involved integrations with multiple external systems to provide data feeds for the comprehensive consolidation of information about their customers, business partners, and competitors. The project scope also involved periodic data de-duplications, data cleansing and data enrichment on Salesforce.com. Apart from implementation of business specific reporting metrics, extensive data quality reporting metrics were also implemented, references to which and follow-on data related action routines can be initiated to ensure data accuracies in the business metrics reporting.

My role involved: Best Practices Consulting, System Enhancement Recommendations, Requirement Analysis, Salesforce.com Configurations, System Development and Release Management.

ENDECA – US 2004 Project Brief: Seagate wanted to start to with customer profiling, dealers and distributors profiling, and competitors profiling on Salesforce.com. The system implementation involved integrations with multiple external systems to provide data feeds for the comprehensive consolidation of information about their customers, business partners, and competitors. The project scope also involved periodic data de-duplications, data cleansing and data enrichment on Salesforce.com. Apart from implementation of business specific reporting metrics, extensive data quality reporting metrics were also implemented, references to which and follow-on data related action routines can be initiated to ensure data accuracies in the business metrics reporting.

My role involved: Best Practices Consulting, System Enhancement Recommendations, Requirement Analysis, Salesforce.com Configurations, System Development and Release Management.

Product Development Experience: for Salesforce.com Customers

SMS Integration Framework 2014 Product Brief: Sales teams in remote areas sometimes lack internet connectivity due to which their sales activity updates to Salesforce.com get unduly delayed. The SMS Integration Framework enables Salesforce.com customers to enable their sales teams to update the system by sending SMS through the mobile network. The framework is designed to meet varied requirements of companies who have implemented Salesforce.com. In fact the SMS Integration Frameworks enables setup of any Salesforce.com standard or custom module to receive updates via the SMS.

My role involved: Product Ideation, Product Design, System Design Documentation, Salesforce.com Configurations, and Product Development & Release Management.

Salesforce.com Implementation Audit Utility 2013 Product Brief: Salesforce.com implementations over the years get cramped with too many configuration changes, customizations and unnecessary data. The Salesforce.com Implementation Audit is an automated tool to analyze the system on various parameters, and to comprehensively report on the under or un-utilized configurations, customizations and data redundancies. The tool has certain inbuilt functions to automatically remove certain forms of redundancies. The Audit Report generated by the tool can set the pace to optimize and enhance the system implementation which has direct impact of user experience leading to higher system adoption, and to certain extent reducing the storage space utilization, by the system, on Salesforce.com servers.

My role involved: Product Ideation, Product Design, Product Development and Release Management.

Sales Activity Planner 2013 Product Brief: To ease the working of a sales rep with Salesforce.com, the Sales Activity Planner come in handy as a single console / screen to create and update his / her sales activities with prospects and customers. The Sales Activity Planner allows the sales reps to setup meetings, phone calls, tasks, and reminders across their list of contacts. Hence, the Sales Activity Planner, also, facilitates the sales reps to update their activity plans with follow-up meetings, follow-on tasks, creation of lead or opportunity, or creation of service request (case) from the same console screen. The Sales Activity Planner works efficiently from desktop / laptop or from mobile devices such as smart phones and tabs.

My role involved: Product Ideation, Product Design, Salesforce.com Configurations, Product Development and Release Management.

Confidential

Data Grid App 2012 Product Brief: Traditionally, Salesforce.com offers to enter, edit or update records in the system in a single record-by-record mode. The Data Grid App offers to provide a highly customized Excel look-alike screens for user to work with multiple records on one screen. Salesforce.com users can enter, edit or update whole bunch of records in one go and save the records’ sets in the system with great ease. The Data Grid App is capable of converting any single data record entry UI, of a Salesforce.com standard module or custom object, to a multi records entry / update screens.

My role involved: Product Ideation, Product Design, Product Development and Release Management.

Data Archival Tool 2012 Product Brief: Salesforce.com being use with customers for years and years is bound to have good amount of data of past years which may not require active reference, all the time. But this data cannot be just deleted as it provides immense metrics for analytics. The Data Archival Tool allows to back-up the data from Salesforce.com server to a local database server, and to automatically purge the data on Salesforce.com server. Once the data is backed-up the Data Archival Tool creates custom data feeds to Salesforce.com which allows to retain the analytics drawn from the historical data set. The Data Archival Tool can be programmed to run scheduled jobs for data backup, data purge, key metrics compilation, and feeds to Salesforce.com based reports, charts and dashboards.

My role involved: Product Ideation, Product Design, Product Development and Release Management.

Strategic Engagements directly with Salesforce.com

Salesforce.com Professional Services – Singapore & Australia 2007 Engagement Brief: Salesforce.com offices in Singapore and Australia required associations with Salesforce.com Partners, in the Asia region, to successfully deliver upon the rapidly scaled project implementations. The partner team was expected to white label their salesforce.com services for Salesforce.com direct clients in Asia region. The expectation from the partner companies was to quickly ramp up and ramp down the salesforce.com services partner teams, engaged by Salesforce.com – Singapore and Salesforce.com – Australia Professional Services teams.

My role involved: I closely worked with Salesforce.com Professional Services teams in Singapore and Australia. I was billed for my consulting and solution design services, and was responsible to manage the salesforce.com teams engaged in the Salesforce.com direct client projects in the Asia region.

Salesforce.com Professional Services – US 2008 Engagement Brief: Salesforce.com Professional Services teams in the US, engaged teams from their partner companies to augment their salesforce.com implementation and support teams, to deliver specialized services for Salesforce.com’s direct clients in US. Salesforce.com expected the partner companies to establish Offshore Development Center (ODC), at their offices. The ODC was expected to be ramped up with salesforce.com trained and experienced professionals expected to directly work Salesforce.com Professional Services teams, across US.

My role involved: I closely worked with Salesforce.com Professional Services teams in the US. I was billed for my consulting and solution design services. I was responsible to manage the salesforce.com ODC teams, at partner office, which were engaged in the Salesforce.com direct client project engagement, in the US region.

Salesforce.com Tier 2 Developer Support 2009 Engagement Brief: Salesforce.com Tier 2 Developer Support was delivered directly by Salesforce.com – US, from their San Mateo based facility. The Tier 2 Developer Support team required to be ramped up to efficiently deliver technical support to worldwide customer base of Salesforce.com. The expansion of this support operation was expected to be outsourced to an India based large IT Services – Salesforce.com Partner company.

My role involved: I was instrumental in establishing in Salesforce.com Tier 2 Developer Support team with a large Indian IT Service company. This engagement involved my leadership, technical, customer services and support operations management experience. I led the engagement for the transition and establishment of the technical support services operations at the India Salesforce.com Partner company.

Confidential

Software Experience Highlights – Prior to Salesforce.com Engagements I started my career is software services business in 1988, as a COBOL developer with MASTEK Ltd. I was involved in the development, implementation and customer support of the FINAC range of MASTEK products – Financial Accounting, Sales Invoicing, Purchase Order, and Inventory Management.

In 1992, I moved in to a specialized line of software services for premium hotels, across the world. The engagement involved system design, development, and implementations of TRITON – Guest Services Automations product for hotels, in South East Asia, Middle East and Europe.

In 1997, I moved in to the CRM domain with the certifications in SALESLOGIX, followed by SIEBEL. I was involved in end-to-end implementations of SALESLOGIX and SIEBEL with large business enterprises in India. My role involved requirement gathering, system design documentations, system testing, user trainings and implementations of SALESLOGIX and SIEBEL – CRM products.

In 2004, I moved in to the Salesforce.com domain with the certification of Salesforce.com Certified Administrator. Since past 14yrs I have been actively involved in Salesforce.com project engagements, Salesforce.com Practice and CoE setups, teams’ management, delivery management, and program management for large enterprise customers of Salesforce.com.

Rafat Khan – Personality Analytics 2013 LinkedIn Survey: 360° survey conducted for personality, skills and impact at workplace as comprehended by the colleagues and others in the network. It is a snapshot of professional indicators. 360° reports are used by thousands of companies and millions of professionals around the world to get an objective, outside view of personal performance and progress.