Sonya Dhand

Certified Salesforce Consultant and Scrum Master with 10 years’ experience working within  Salesforce Ecosystem in varies Consultative and Project Management roles. 
Strong interpersonal and excellent communication skills, both written and verbal, looking for the next natural step to progress my Salesforce career. 
Currently appointed as Senior Project Manager for a fast-growing Salesforce Partner responsible for delivering Client cross cloud implementations on time, and on budget successfully.

CURRENT EMPLOYMENT

April 2022 – Present: Salesforce Senior Project Manager Ignyto,,27 Old Gloucester Street, London, United Kingdom, WC1N 3AX

• Implementing and adoption of PMO best practices within the Practice.
• Working closely with Delivery and Operational Managers to ensure the right resourcing is available for each active project assigned to me on a weekly basis and to help forecast any additional resourcing requirements.
• Project Managing circa 10 Cross Cloud Salesforce implementations at one time.
• Conducting regular backlog grooming with Product Owners and Scrum Team (Onshore/OffShore) across all my assigned projects.
• Point of contact for any Incident/Bug Management and manage the progression of the  incident/bug from investigation, to resolution and any interim workarounds that are needing to be put in place, until a permanent fix can be developed. This would also include working with any third parties when needed.
• Estimate and manage any necessary Change Requests.
• Managing Project plan,  RAID,  budget and milestones effectively to meet project objectives successfully.
• Regular Sprint Planning with Product Owners and Scrum Team across all my assigned projects.
• Point of contact for any Incident/Bug Management and manage the progression of the  incident/bug from investigation, to resolution - Hypercare/BAU
• Establishing good relationships with my Clients and engaging with business stakeholders from C Suite down as the point of contact for any commercial discussions they may require or  account reviews.

PREVIOUS EMPLOYMENT

May 2019 – April 2022: Senior Salesforce Consultant/Managed Services Lead Publicis Sapient ,63 Turnmills Street, London EC1M 5RR

• Driving the Managed Service business unit within the Practice to ensure repeat renewals and Client satisfaction with our Managed Service offerings.  
• Working closely with Delivery and Operational Managers to ensure the right resourcing is available for each Managed Service Account on a weekly basis and to help forecast any additional resourcing requirements.
• Conducting regular  check in meetings with all Managed Service Clients and their Stakeholders on a weekly basis to groom any backlog to plan future BAU sprints and releases.
• Point of contact for any Incident/Bug Management, and manage the progression of the  incident/bug from investigation, to resolution and any interim workarounds that are needing to be put in place, until a permanent fix can be developed. This would also include working with any third parties when needed.
• Project Manage any additional Change Requests Managed Service  Clients may have, working closely with Technical Architects,Developers and Consultants, to deliver Client requirements from Discovery to Implementation using Agile methodology ensuring any Change/DevOp processes are followed. 
• Establishing good relationships with my Clients and engaging with business stakeholders from C Suite down as the point of contact for any commercial discussions they may require or  account reviews.

June 2017 – May 2019: Salesforce Business Applications Consultant/CRM Specialist Ascential Group PLC, 1 Wilder Walk, London, W1B 5AP

• Working closely with CRM Managers, Technical Architecture Team, External Salesforce Support and other Executive Management teams across all brands when designing and implementing new enhancements to current Salesforce architecture to meet business requirements and ensuring design is robust and can be up scaled in the future.
• Gathering business requirements and drafting functional and technical specifications for project planning based on Business Request Documents prepared by CRM Managers and other Executive Members.
• Assessing existing business/system processes to provide enhancement suggestions for overall Salesforce usage for the business.
• Managing and resolving BAU issues raised within multiple Salesforce instances by users globally quickly and efficiently in keeping with internal SLAs
• Managing UAT sessions, deployment and training.

May 2016 – June 2017: Salesforce Managed Services Consultant 4C, Fenchurch Street, City of London, EC3M 5DJ

• Appointed Champion in the Managed Services Team managing multiple client accounts and being their single point of contact for all Salesforce configuration, administration, troubleshooting and third-party app integrations such as Conga, DocuSign, NVM, Breadwinner for Xero and many more.
• Provide recommendations for new capabilities to continually develop and build the profile of Salesforce within their businesses. 
• Upselling service blocks and products into existing clients and providing assistance to Sales teams with any queries from potential Customers.
• Project manage any large product enhancement programmes that may require third party intervention and/or in house or offshore development.
• Managing monthly release cycles to ensure all agreed customer requirements are translated into appropriate tasks and are then delivered within customer expectations.
• Building strong client relationships, ensuring client meetings are organised and well planned. Keeping in regular contact with all clients to ensure the best customer engagement.
• Keeping up to date with new App Exchange products available on the market to ensure clients can take advantage of the latest features available to them to enhance their business processes.
• Ensuring client Salesforce environments are ready for the latest Salesforce release and ensuring clients are well informed of any new features.

December 2012 – May 2016: Technical Salesforce Administrator Coral Racing Ltd, Stratford City London, E20 1HJ

• Single point of contact within the IT Department for all Salesforce (BMC RemedyForce) development, administration and troubleshooting. RemedyForce is the ITSM application used in support of service requests, incidents, problems and change requests which includes, research, resolution and communication.
• Champion product by providing recommendations for new capabilities to continually develop and build the profile of Salesforce (BMC RemedyForce) within the business.
• Managed the original implementation of BMC RemedyForce to replace an older legacy ITSM system. This process commenced by providing the business a gap cost analysis in order for them to choose the most appropriate solution from the available products on the market.
• Ran design workshops between business stakeholders and third-party consultants to ascertain detailed technical requirements for the BMC RemedyForce implementation.
• Oversaw all testing in the Salesforce Sandbox environment, tracked and managed all defects and managed all eventual deployment to the Production Salesforce Organisation.
• Responsible for delivering and managing the Salesforce/BMC RemedyForce roadmap. Handle all change requests, customisations, bug fixes and new features from the business. Gather and prioritise all requirements and development requests from stakeholders and when necessary liaise with third party developers to implement and deliver these changes.
• Mange all Salesforce access and security settings for all users across a number of business streams.
• Proficient in Salesforce configuration. Responsible for creation of all process flows, workflows, validation rules, email alerts and templates, custom objects, custom fields, reports, quick views and dashboards.
• Provide user training, maintain WIKI pages and other support document processes.
• Regularly monitor and audit data to uncover integrity issues and/or opportunities for continual process improvement.

July 2011 - December 2012: Lead Service Delivery Analyst, Coral Racing Ltd, Stratford City London, E20 1HJ

• Defined Service Level Agreements (SLAs) in relation to service areas of responsibility for both in house internal systems and third-party suppliers. Updated and reviewed expired/expiring SLAs and Service Contracts.
• Used Crystal Reports to extract data from the legacy ITSM on premise solution (Altiris , monitored and reported on Third Party SLAs to support service reviews and provide information to Service Delivery Managers (SDMs).
• Supported SDMs in providing escalations, resolution and root cause analysis for high priority revenue impacting incidents and problems.
• Chaired Problem Management meetings for ongoing high priority revenue impacting service issues to focus momentum of all Staff investigating the issue and to remove any blockers preventing resolution as well as providing regular updates to Business Stakeholders to keep them appraised.

September 2008 - July 2011: Process and Data Reporting Analyst, Gala Coral Group, Woking, GU21 6DD

• Reported directly into the CTO and provided periodic Service Managements report packages, which consisted of Service Availability Reports, KPI Analysis, and Service Trend breakdowns across the multiple ecommerce and retail business streams
• Following restructuring of the Group IT function, supported the CTO to define process flows for each IT stream, mapping the interaction between different Teams delivering BAU and new services
• Ran data analysis on all support issues to generate fault statistics to be used in budget forecasting when negotiating or renewing service contracts with Third Party suppliers.

April 2007 - September 2008: Service Desk Team Lead, Gala Coral Group, Barking, IG11 7NS

• Worked as one of four team leads to provide organisation and management to a Service Desk made up of around 30 Service Desk Analysts.
• Escalated any tickets failing their SLAs internally and with Third Party suppliers as well as being responsible for managing any high revenue impacting P1 Incidents from initial reporting to eventual resolution.
• Reviewed data quality of support tickets created by Service Desk Analysts to ensure high quality of customer service was always achieved as well as managing ongoing technical training of all Service Desk Analysts.

October 2005 - April 2007: First/Second Line Support Analyst, Coral Racing Ltd, Barking, IG11 7NS

• Supporting all technical applications/systems used within the 1300+ shops of the Coral Retail estate. Logging technical and user queries/issues for all Coral Retail shops, ensuring business staff were dealt with professionally, promptly and with attention to detail so that issues were correctly captured.

EDUCATION

2002-2005 London South Bank University - Borough Road, London, SE1 0AA 

                  LLB Law