Rafat Khan-Salesforce.com Experience Profile-July6

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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.

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.
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.

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.
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.
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.
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.
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.
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.
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
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performance and progress.

Rafat Khan-Salesforce.com Experience Profile-July6

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