Shahnawaz Akhtar

● Led cross-functional teams to design end-to-end customer journey orchestration, integrating loyalty programs, real-time analytics, and omnichannel service. The transformation resulted in an 18% increase in repeat purchases and significantly improved a leading Luxury Retail player’s NPS. This work was featured in Salesforce's global success stories, cementing Deloitte’s role as a leader in customer experience innovation. ● Reimagined the customer service and claims experience via the CRM modernisation project for a leading Insurance company. By introducing Salesforce Service Cloud, Omnichannel, and Salesforce Shield, he enabled 42% faster case resolutions, 35% lower manual handling efforts, and airtight regulatory compliance. ● Led the roadmap design, phased rollouts, and stakeholder alignment to ensure seamless adoption across customer support, risk, and compliance teams. ● Established design-thinking and product-led governance frameworks within Deloitte projects, moving delivery from a “project success” mindset to a “product impact” mindset. ● Mentored managers and deputy managers in product ownership, discovery methods, and stakeholder alignment, shaping Deloitte’s next generation of product leaders. ● Spearheaded digital transformation implementation projects to help clients achieve exceptional customer experience, facilitating cross-functional teams in sales, service, and operations. ● Coached manager and deputy manager-level resources to ensure successful project delivery. ● Provided leadership in project roadmap planning, solution design, and application development using Salesforce configuration and customisation.

• Led the design and implementation of a transformative solution to revolutionise sales and service operations at a leading merchant payment company. From initial discovery to launching critical modules, this resulted in a 40% reduction in issue resolution times, a 32% decrease in tickets, and an improvement in turnaround times from nine days to just two and a half days for transaction setups. Automated processes and the implementation of Merchant 360-degree view capabilities boosted monthly deal closures by 31%and reduced end-to-end execution times by 45%. • Through flawless planning and collaboration, developed a multi-cloud application that positioned Compro as the APAC Partner of the Year 2020 for best multi-cloud implementation. • Managed complex Salesforce projects across the software development lifecycle, including Sales Cloud, Service Cloud, Experience Cloud, and Marketing Cloud. • Provided thought leadership to clients, successfully transforming their customers' experience • Demonstrated a proven record of leading solution engineering for enterprise clients across industries throughout the sales cycle. • Delivered winning proposals, RFP responses, and project plans for clients from various sectors. • Uncovered business challenges through targeted discovery sessions and requirement workshops and demonstrated expertise in integrating cloud applications with existing systems. • Effectively articulated the benefits of CRM to all levels of management including LOB managers, CXOs, VPs, and other C-Level executives. • Successfully closed deals and facilitated implementation for clients like: #World's biggest chemical company #India's biggest in-store payment enabler #Leading online marketplace operating in 30+ countries #India's leading home retail chain #A prominent low-cost Airline player

● Built multi-cloud Salesforce capabilities (Sales, Service, Experience, Marketing Clouds), contributing to scalable productised frameworks that reduced client implementation times. ● Led solution engineering for high-value enterprise accounts, setting the stage for Compro’s recognition as a top Salesforce partner in APAC. ● Designed integration accelerators and reusable modules, reducing time-to-market for core product features by 30% across multiple client engagements. ● Partnered with product managers in defining backlog priorities, providing an engineering perspective that ensured scalability and performance. ● Uncovered business challenges through targeted discovery sessions and requirement workshops and demonstrated expertise in integrating cloud applications with existing systems. ● Effectively articulated the benefits of CRM to all levels of management, becoming the most successful consultant in the team for three consecutive years.

• Successfully managed direct client engagement, working with senior management for implementation of strategic initiatives, liaison with field team and third party vendors for first hand understanding of the issues, finding solutions during all stages of SDLC. • Effectively liaised with a range of stakeholders, acting as a bridge between the business and the IT teams. • Successfully coordinated with cross-functional stakeholders, gathered and articulated requirements, provided inputs in solution design and facilitating the overall process by identifying issues, & providing actionable insights for successful implementation.

• Worked directly with client’s Business Innovation Team for break through projects. • Successfully handled major FMCG clients' as the onsite SPOC for sales automation projects. • Effectively worked with business teams for Requirement Gathering and on-field Project Execution. • Led and trained the field execution team across South India for successful completion of Sales Effectiveness project. • Successfully monitored the project using effective reporting; coordinated with various departments; collected data for tracking key parameters; maintained a technical reliability of more than 95%. • Provided valuable feedback to the testing and delivery team, ensuring adherence to the functional requirements • Successfully led field execution as onsite SPOC for: #World's leading CPG Company: Sales Automation and Operational cost reduction (by more than 50%) #A multinational Indian FMCG company: Market Coverage Expansion, Supply Chain Improvement, Sales Enablement, Business Transformation

• Successfully managed Sales & Distribution for FMCG business in the assigned area. • Recognized as the most promising future leader among 25 candidates in a strategic workshop at zonal level involving new hires of 2 years. • Got promoted for the next level within a week of joining as a sales trainee. • Achieved sales growth of more than 50% and more in a year for multiple products in Personal Care and Foods. • Handled vast range of products- including soaps, shampoos, biscuits, pasta, salt, flour, confectionary, safety matches, etc. • Delivered on-time, remarkably successful execution of BTL activities & new product launches with repeat orders from more than 91% of store placements. • Devised special consumer offers for seasonal promotions, achieving more than double sales of the promoted products. • Worked successfully for proper forecasting, stock control and replenishment that achieved a fill-rate of more than 80%. • Ensured better cash flows through timely remittances and information flow in the system. • Successfully managed a team of 25+ salesmen and supervisors