RAHUL SINHAMob: +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.

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 ServicesManager 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 ServicesSr. 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 GPSTraining 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. 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- CustomerCustomer Care Executive (Sep 2003– Nov 2003)

First venture into BPO sector with Sales Process- Marshall Fields USA.

The Bristol GurgaonSr- 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 MussorrieCommie 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.

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 AdministrationIndira Gandhi National Open University (IGNOU), 2007.

Diploma in Hotel Management and Catering TechnologyNational Council for Hotel Management and Catering Technology, Bhubaneswar, 2001

Schooling 10th and 10+2A.P.J Public School Sec-15 Faridabad Haryana.

PERSONAL DETAILS

Date of Birth:7May 1979 Languages Known: English, Hindi & Bengali