kritika bhowmick

Managed CRM operations and customer data in Service Cloud, ensuring accurate and timely updates throughout the customer lifecycle. Coordinated with internal teams to resolve CRM-related issues and process gaps.

Engaged with stakeholders to translate business needs into functional Salesforce solutions and process specifications. Developed functional documentation including BRDs, user stories, and acceptance criteria, and designed UAT scenarios to validate system outcomes.

Analyzed business processes and workflows to identify functional requirements and opportunities for CRM/Salesforce-based solutions. Conducted stakeholder interviews, documented requirements, and prepared UAT scenarios to validate functionality.

Managed customer interactions across calls and email, maintained CRM records, and tracked sales activities. Analyzed customer engagement to support business decisions and trained new team members on CRM processes.

Pursued PGDM in Marketing from Pune Institute of Business Management from 2018 to 2020.

Completed BCom (Honours) from Rama Devi Women's University from 2015 to 2018.