Experience

20 years of delivery.

Across mobile apps, enterprise Salesforce, Agile coaching, and customer service design — in six industries and three career chapters.

Career timeline
2018 – Present

Principal Consultant

Vikas Verma Consulting Inc. · Brampton, Ontario

Founded and operate an independent consulting practice specializing in product management, Salesforce architecture, and customer service transformation.

  • Manage 25–30 customer accounts simultaneously across six industry verticals
  • Built complete customer support organizations from scratch — hiring, tooling, SLAs, and process design
  • Design and implement Salesforce solutions: Service Cloud, Experience Cloud, Platform automation
  • Deliver Agile transformations using Scrum, Nexus, and JIRA Cloud Admin capabilities
Salesforce ArchitectureMobile PMNexusJIRA AdminITIL 4Support Org Design
2012 – 2018

Senior Product Manager

Mobile App Company · [Location]

Owned end-to-end product roadmap for a mobile-first platform. Led Agile transformation using Scrum and Nexus across multiple product teams.

  • Administered JIRA Cloud — workflows, automation, dashboards, and permission schemes
  • Drove Salesforce adoption including Service Cloud, Experience Cloud, and custom reporting
  • Led cross-functional sprint planning, PI planning, and scaled Scrum ceremonies via Nexus
JIRA AdminScrum / NexusService CloudRoadmapping
2004 – 2012

Product & Operations Lead

[Company Name] · [Location]

Early career building product and operations in Retail and Hospitality. Led mobile app delivery and established foundational customer support processes.

  • Led mobile app delivery for consumer-facing Retail and Hospitality products
  • Established SLA frameworks and support processes from first principles
  • Introduced iterative delivery practices across cross-functional teams
RetailHospitalityMobile DeliverySupport Ops
Key achievements
25–30
Enterprise accounts at once
20+
Years continuous delivery
6
Industries delivered
11
Certifications held
Industries
🛒
Retail
❤️
Health
🏨
Hospitality
💻
High Tech
🏛️
Government
🏦
Banking