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Abhishek Dhar

@abhishekdhar

Salesforce CRM Senior Manager at American Express, supporting merchant onboarding automation and Salesforce servicing improvements.

India

Message

At American Express, I lead and mentor a team of analysts supporting Salesforce business platforms. I work with business stakeholders and product owners to identify platform needs and shape Salesforce servicing improvements.

I contribute to platform roadmaps, governance routines, delivery planning, and capacity forecasts. I also assess operational metrics and recommend workflow improvements based on performance trends and recurring issues.

I supported Salesforce initiatives to modernize merchant onboarding with real-time ingestion, duplicate handling, and data governance considerations. Earlier at HCL Technologies, I supported Salesforce administration and configuration across Sales Cloud and Service Cloud.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager — Salesforce Business Platforms

Current

American Express

Sep 2016 - Present (10 years 1 month)

Lead and mentor a team of 10+ analysts supporting enterprise Salesforce business platforms, coordinating work across architecture, systems analysis, engineering, product management and quality teams. Partner with business stakeholders and product owners to shape priorities for Salesforce servicing improvements.

Salesforce Sales Cloud Service Cloud Salesforce Administration Functional Requirements Analysis CRM Configuration Salesforce Flows Workflow Automation CRM Optimization Stakeholder Management Platform Governance Data Quality Governance Product Collaboration Cross functional Delivery Operational Metrics Incident and Escalation Management Capacity Planning Agile Collaboration

Engineer — Product Support

HCL Technologies

Dec 2013 - Aug 2016 (2 years 8 months)

Supported Salesforce CRM administration, configuration, process automation and platform optimization across Sales Cloud and Service Cloud. Configured flow-based business processes and workflow improvements to support user adoption, consistent data capture and data integrity.