Sales Customer Service

Summary:

Certified Salesforce CRM Developer with 8+ years of IT experience, committed to maintain cutting edge technical skills and up-to-date industry knowledge as a Salesforce CRM Administrator, Developer.

Strong Implementation and Integration experience using Custom objects, Triggers, workflows/ workflow rules, approvals, S-Controls, Visual Force Pages, and Apex classes.

Hands on experience in SFDC development using the APEX classes, Triggers, Components, Force.com IDE, Eclipse with SQL, SOSL and Force.com plug-in.

Experience developing Custom UI with AJAX functionality using Visual force pages, Visual force Tags, Attributes and Controllers

Expertise in Administration, Configuration, Customization, Development, Integration and support on Salesforce.com Platform.

Writing Triggers to support custom business logic beyond Salesforce Standard workflow rules and Validation rules.

Experience in Sales Cloud, Service Cloud, Community Cloud, Heroku, Bootstrap, jquery Mobile, AngularJs, HML, CSS, JavaScript, AJAX and MySQL.

Expertise in Service Cloud console with exposure to CTI adapters and mobile application integrations.

Extensive experience in Salesforce Integration and Data Migration.

Good experience in working on Eclipse IDE with Force.com Plug-in for writing business logic in APEX programming language.

Experienced in working with Agile and Scrum methodologies. Possess knowledge of CRM processes like Sales, Marketing, Customer Service and Customer Support, have experience in using applications like JIRA for issue tracking and project management. Business processes and recommended solutions to improve their processes using Salesforce.com.

Experienced in using Object Oriented software development (OOD) methodologies like XP-Agile, Rapid Application Development & Test Driven Development (TDD).

Developed SOQL and SOSL queries to get data from related objects.

Extensive experience in Standard and Custom controllers in Visual Force for development of custom visual force pages and components as required by business.

Involved in Unit Testing for customizations and developments.

Expertise in analysis, design and implementation of data warehousing/ BI solutions using Tableau, Teradata, Oracle, Informatica, Micro Strategy, Unix technologies.

Experience with databases such as Oracle and My SQL.

Experience building Lightning Components and process builder.

Hands-on experience on salesforce Lightning Inspector to debug the Lightning components during the development process.

Extensive knowledge of Relational Database Management Systems (RDBMS) with in depth knowledge of SQL.

Highly motivated with the ability to work effectively in teams as well as independently.

Excellent interpersonal and communication skills, and is experienced in working with senior level managers, business people and developers across multiple disciplines.

Ability to grasp and apply new concepts quickly and effectively.

Certifications:

Salesforce Certified Administrator. (211)

Salesforce Certified Platform Developer I (401)

Technical Skills:

Sales Force

Sales Force CRM, Sales Force SFA, Apex Custom Controllers, Apex Classes, Apex triggers, Visual force Pages/Components, Apex Web Services, SOQL, SOSL, AJAX Toolkit for S-Control, Workflow & Approvals, Reports, Dashboards and Custom Objects.

Sales Force Tools

Eclipse, Force.com Eclipse IDE Plug-in, Force.com Explorer, Change Sets, Force.com Data Loader, Force.com, Excel Connector, Force.com Platform (Sandbox and Production)

Integrating Tools

Apex Data Loader and Informatica On-Demand,Jitterbit

Programming

Apex, C, C++, Java

Web Technologies

HTML, XHTML, XML, AngularJs, CSS3, AJAX, XRX, Web logic, Java Script

Operating Systems

Microsoft Windows (2000/XP/Vista), Linux Ubuntu 11.10, Apache Mac, iOS, Android

Database

Oracle 8i/9i/10g, MS SQL Server 200/2005

Professional Experience:

Client: Lowe’s Apr 2016 - Present

Location: Mooresville, NC

Role: Sr. Salesforce Developer/Admin

Description:

Lowe's Companies operates a chain of retail home improvement and appliance stores in the United States, Canada, and Mexico. Lowe's is the second-largest hardware chain in the United States. Lowe’s needed to consolidate customer information companywide and streamline processes. Salesforce was integrated with different applications and was used to manage CRM solution to integrate sales, marketing, and support. They wanted to leverage Salesforce.com as a CRM to build and customize their Marketing and Sales modules. Adding to it, they wanted to implement Partner portals using SFDC by which, partners across the globe have accessibility to the data on SFDC.

Responsibilities:

Interacted with Business users for requirements gathering, analysis and development.

Worked on various Salesforce.com Standard Objects including Accounts, Contacts, Reports, Dashboards, Events and Tasks.

Developed various Apex classes, Controller classes and Apex Triggers for various functional needs in the application.

Developed various Custom Objects, Formula fields, Master-Detail, Lookup relationships, Tabs and validation rules.

Created various Profiles, Roles, Page Layouts and configured the Permissions based on the Organization hierarchy requirements.

Maintain and support the Objectives of current Customer Relationship Manager (CRM) and Apttus Configure, price, Quote (CPQ) Systems.

Focal areas will include, but are not limited to, Apttus CPQ as primary CRM/CPQ application for product configuration, program pricing and quote automation.

Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response for automating business logic.

Experience working in service cloud, supporting cases, developed workflows and triggers for automated case resolutions.

Used Jitterbit Data Loader as an import tool we can Insert new records, update existing records and perform upserts

Developed Cascading Style Sheets (CSS) for creating effects in Visual force pages.

Implemented Salesforce Lightning Components for small set of users within the organization.

Generated various reports and dashboards in Lightning for Sales performance tracking.

Worked on translating several Visual Force pages to lightning framework.

Created Workflow rules and defined related tasks, email alerts and field updates.

Implemented Pick lists, Dependent Pick lists, lookups, Master detail relationships, validation and formula fields to the custom objects.

Created custom controllers and controller extensions while developing Visual Force pages.

Developed the Apex Triggers to ensure the correct data entries in to the system.

Developed Test classes and maintained the proper code coverage to deploy in to the production

Developed Validation rules on various objects. Also, created Assignment rules on Lead object to assign the Leads automatically to various groups of users based on the region.

Worked on Web to Lead and Web to Case.

Pre-Deployment, Deployment and Post-Deployment activities in Production.

Worked with App exchange application Informatica for data migration.

Worked extensively in customization of Service Cloud Console by embedding Visualforce pages in custom console components, highlight panel and interaction log.

Implemented CTI to serve both sales and service purposes for both inbound and outbound calls

Created email templates and inbound emails using Visualforce for clients and customers.

Utilized Chatter for effectively communicate with the users in the Organization.

Developed business documents for Salesforce.com Custom objects.

Implemented Salesforce.com web services client using Sales force web services API, Java, XML and partner WSDL.

Developed several Custom Reports & Dashboards to better assist managers and report folder to provide report accessibility to appropriate personnel.

Involved in Agile methodology, Scrum which dramatically improved productivity and reduced errors. Provided training to business users about the system.

Environment: Saleforce.com, Force.com Platform, Apex Classes, Chatter, AngularJS, Service Cloud Console, CPQ Apttus, Visualforce pages, controllers, custom objects, custom tabs, email services, Java, workflow & approvals, reports, security controls, Eclipse IDE, WSDL, Windows.

Client: Cardinal Health Jan 2015 – March 2016

Location: Dublin, OH

Role: Salesforce Developer

Description:

Cardinal Health is a Fortune 500 company that serves the Healthcare Providers, Pharmacies and Suppliers and Manufacturers. Cardinal Health utilizes the world's best implementation for Supply Chain Management by delivering invent and cutting edge solutions to reduce the cost of providing care. The firm is the only distributor providing support to the hospitals, pharmaceuticals industries, laboratories, surgery center, and physician offices. This project involved moving all service cloud customizations and data of distributor into cardinal Insight Salesforce instance.

Responsibilities:

Involved in group for requirement gathering throughout the planning and implementation.

Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.

Worked with various salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Cases, Solutions, Forecasts, Reports, and Dashboards.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Maintained data cleanliness and accuracy by adding custom validation rules, custom formulas, reports and dashboards.

Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.

Designed and developed Visual Force pages based on the business requirements

Used the sandbox for testing and migrated the code to the deployment instance after testing.

Provided ongoing SalesForce.com maintenance and administration services including periodic data cleansing, custom objects, workflow.

Interacted with the SalesForce.com premium tech support team on a regular basis.

Designed various HTML Email templates for Auto-Response to customers

Supported the data migration activities for migration of data from various business sources with the support of salesforce.com.

Created Apex Methods for the Lightning Controller and helper methods to perform DML operations on the case records.

Created the workflows and for automated lead routing lead escalation, alerts and custom coaching plans.

Implemented different levels of security to hide the important information from the users.

Integrated the web services by generating the necessary stubs from the WSDL files for extracting the data from internal systems.

Worked on Encryption of custom fields with the help of master encryption key to encrypt the data.

Developed project in Agile environment and played role of Scrum Master.

Participate in JAD sessions with Business users, Analysts Managers to discuss the Business requirements.

Migration of Service Cloud data into cardinal

Insight SalesForce using Data Loader.

Created Queues, Public Groups and Email Templates.

Used JIRA and for issue tracking and project management.

Good Experience in mapping fields from legacy system to salesforce.com for data migration.

Good understanding of Governor limits and implemented code based on understanding limitations

Environment: SaleForce.com platform, Visual Force Pages, Apex Language, Data Loader, HTML, JavaScript, Sandbox data loading, Eclipse IDE, VSS.

Client: Travelers Insurance July 2013 – Dec 2014

Location: Bloomfield, CT

Role: Sales Force Developer/ Admin

Description: Travelers is second largest writer of U.S. commercial property casualty insurance and the third largest writer of U.S. personal insurance and under personal LoB, Travelers has Auto and Property insurance. Metrics and reporting is developed for the agents for generating the reports related to cancel/Reinstate policy. It’s an enhancement project for the existing model that contains only renewal reports, to fetch the records related to Cancel/Reinstate functionality in Policy.

Responsibilities:

Worked closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of Salesforce.com (SFDC).

Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.

Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse.

Worked with various Salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.

Designed, and developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Developed Custom Objects, Custom Reports and configured the Analytic Snapshots to dump the data on regular basis for the sales performance and lead generation statistics.

Maintained user roles, security, profiles, and workflow rules wherever necessary.

Developed various Custom Objects, Tabs, Components and Visual Force Pages.

Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.

Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.

Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.

Involved in documentation review cycles for the project and assign review tasks to the project team. Follow-up with reviews to see them through to completion.

Communicated project status and escalate issues to management. Provide feedback for improving Technical Publications procedures, standards, and methodologies.

Environment: Saleforce.com platform, Apex Language, Visualforce (Pages, Component & Controllers), Salesforce.com Data Loader, Workflow & Approvals, Communities, Reports, Service Cloud.

Client: Abbott Diabetes Care Jan 2012 – June 2013

Location: Fort Worth, TX

Role: Sales Force Admin

Description: Implement of a single, global system for the ADC (Abbott Diabetic Care) Customer Service Organization to manage customer call registration & tracking, trouble shoot customer complaints, and provide an interface with the product complaints investigation and reporting applications. This includes Case Management, Complaint Investigation and Evaluation, Contact Management, Issue Management, Order Management, Workflow Management, Asset, Warranty System, Security, Reports and Dash boards. Worked closely with business partners to realize the full capabilities of Salesforce.com CRM.

Worked closely with business partners to realize the full capabilities of Salesforce.com CRM.

Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.

Worked with Visualforce Pages, Custom Controllers, Extension Controllers, Apex Coding, Apex Classes, Apex Triggers.

Used Salesforce Automation (SFA) for Sales Lead Management, Campaign Management, Opportunity Management, Account and Contact Management.

Analyzed all the customizations and developments and tried to suggest possible ways for the new enhancements that we get from the Sales people.

Customized Visualforce pages and modified the code for restricting some countries which they are not willing to do the business.

Integrated SFDC with Oracle ERP for order management system using Informatica.

Automated sharing rules whenever there is a new change in sales teams instead of using an Apex trigger.

Worked with various Salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, and Opportunities.

Developed various Custom Objects, Tabs, Entity-Relationship data model, validation rules, Components and Visualforce Pages.

Created page layouts, search layouts to organize fields, custom links, related lists and other components on record detail pages and edit pages.

Created Email templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.

Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.

Used SOQL & SOSL with in Governor Limits for data manipulation needs of the application using Force.com Explorer.

Extracted the data from Salesforce.com application into the external databases (Oracle 10g) for generating large data reports.

Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.

Created profiles and implemented Object and field level security to hide critical information on the profile users.

Created test scenarios on Sandbox environment and used Force.com Component Deployment Wizard for migrating data between Force.com IDE and Sandbox environment.

Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the organization's need.

Used Force.com IDE for creating, modifying, testing, and deploying Force.com Application.

Provided post-implementation support to assist end users in creating reports, dashboards and certain Administration tasks including creating and maintaining user profiles and privileges.

Environment: Saleforce.com platform, Force.com ide, Apex, Visual Force (Pages, Component & Controllers), GIT Bash, Data Loader, HTML, Inside sales telephonic plug-in, Doc E-sign, Java Script, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, SOAP, REST, Sandbox data loading, ANT tool

Client: HDFC, India Jan 2011 – Dec 2011

Role: Software Developer

Description: HDFC Bank Ltd is an Indian financial services company. The bank deals with credit cards, consumer banking, corporate banking, finance and insurance, investment banking, private banking and mortgage loan. HDFC was the first on to launch international debit card in association with VISA, MasterCard and maestro debit card. The project involved building an online access system to debit/credit cards, where in customers can login and view their account information, make online payments, request balance transfers, manage account and can contact customer service representatives for questions.

Responsibilities:

Responsible for defining the scope of the project, gathering business requirements, doing gap analysis and documents them textually or within models.

Interacted with the stakeholders by interviewing them, by preparing questionnaire and getting feedback

Gathered and documented the requirements that are critical to the business mission and using those requirements to design application software.

Gathered requirements for generating account balance and transactions reports for a full year.

Gathered requirements for linking the card payment system to the centralized payment system.

Used RequisitePro to document requirements, associated change requests with requirements and connected requirements with Use cases.

Documented business workflows textually as well as in UML diagrams according to RUP for the stakeholder review.

Defining/designing SOAP web services to interact with BIG credit check and On Base.

Creating custom objects, Apex classes, visual force pages, controllers and extensions, triggers, workflows, validation rules etc.

Responsible for writing SOQL & SOSL queries with consideration to Governor Limits for data manipulation needs of the application using platform database objects.

Involved in Administrative work, created and maintained Users, Roles and Profiles.

Developed complex workflows and approval processes for automating business logic.

Environment: HTML, Java, Java Script, CSS, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Sandbox data loading, Data Loader, SF Explorer and Eclipse IDE Plug-in.

Client: PI Technologies, India May 2009 – Dec 2010

Role: Java J2EE Developer

Description: HSBC is one of the largest banking and financial services organizations in the world; providing a comprehensive range of financial services including personal financial services, commercial banking, corporate, investment banking and markets, private banking, wholesale banking and Retail Services.

Responsibilities:

Analyzed the requirements based on business data and user requirements.

Implemented the modules using Model View Controller (MVC) design pattern.

Developed business logic to calculate asset depreciation based on Straight Line and Written down value approaches.

Wrote a controller Servlet that dispatched requests to appropriate classes

Developed GUI related changes using JSP, HTML and client validations using Java script.

Developed Java beans, helper classes and Servlets for interacting with user interface written in JSP

Wrote SQL queries and PL/SQL stored procedures to access the asset information and rates from database.

Used JDBC to communicate with database.

Deployed the application on Tomcat server at client locations.

Environment: Java 1.4, Servlet, JSP, HTML, PL/SQL, Java Script, Apache Tomcat, Eclipse,

MySQL, GIT Version.

References: Available upon request.

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