Customer Service Management
Resume:
Harpreet
*******.**@*****.***
Professional Summary:
5+ years of experience in Salesforce.com CRM Platform. Involved in various stages of Software Development Life Cycle (SDLC) including analysis, requirement engineering, architecture design, development, enhancements, testing.
In depth understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Opportunity Management, Support Process and Forecasting.
Good knowledge on Case Assignment, Knowledge Management and Case escalation rules.
Experience in data migration from Legacy Systems using Data Loader, and Informatica.
Good experience in SFDC related technologies such as Apex, Visualforce pages, Apex triggers.
Configured and maintain User profiles, role hierarchy, sharing rules and Security, Password policies.
Experience in developing Client-specific solutions on force.com platform using Batch classes, Apex Classes and Triggers, Web service API, Force.com IDE, Validation rules, SOQL and SOSL.
Extensive experience in using Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process in Salesforce.com.
Working knowledge in generating Reports, Dashboards, customized reports and analyzing the data in Salesforce.
Acquainted and well versed with CRM processes like Sales, Marketing, Customer Service and Customer Support, Business Processes and recommended solutions to improve their processes using SFDC configuration.
Good experience on creating Object/Tab/Field, Formula, Record Types, Folder Management, Activity Management, Queues, Groups and Analytical Snapshots.
Expertise in developing, deploying and integrating Salesforce.com CRM.
Experience in using different tools - Apex Data Loader, Import Wizard, SFDC Data Export, Mass Delete etc.
Experience in Database Design, functions, and triggers, DML SQL queries.
Extensively worked on Salesforce.com sandbox and production environments including creating Sandboxes and refreshing it time to time. Deployment between Production and Sandboxes using Eclipse, Force.com Migration Tool and Change set.
Experience in designing on Salesforce.com platform, tallying the business requirements by designing the required User Interface entities like custom objects, creating the relationships/ junction objects like Master-Child, lookups, Entity Relationship data model and business logics.
Experience in scoping phase, Gap Analysis, Testing, and Implementation Phase.
Having great Experience in Application Lifecycle Management (ALM) in User Administration, Project/Workflow customization.
Ability to develop Advanced Reports in Application Lifecycle Management (ALM) by using Dashboard Module.
Experience in support for Application Lifecycle Management (ALM) users and ability to debug issues using Sys Internals tools.
Experience in deploying the AppExchange applications and integrating with third party applications.
Excellent analytical, Interpersonal and Communication skills, fast learner, hardworking and good team player.
Capable of rapidly learning new technologies and successfully applying them to projects and operations.
CERTIFICATION:
Salesforce.com Certified Platform Developer 1.
Salesforce.com Certified Administrator.
TECHNICAL SKILLS:
Salesforce.com Administration
Reports, Dashboards, Validation Rules, Users, Roles and Profiles Deployments, (Change sets), Workflow Rules, Approval Process, Sandbox Refreshments, Apex, Data Loader, Import Wizards, Packages, Custom Apps, Custom Labels, Portals, (Customer and partner), Sharing Settings, Lightning Experience.
Salesforce.com
Development
Apex Language, Apex Trigger, SOAP, REST, Apex Class & Apex Web Services, SOQL, SOSL, Visual Force (Page, Component & Controllers) HTML, XML, service cloud, sales cloud.
Methodologies
SDLC, Agile/SCRUM, Waterfall.
Languages
SQL, PL/SQL, Visual Basic, JSP, XML, HTML, Java Script, CSS.
Tools/Utilities
Eclipse, Force.com IDE, SOQL Explorer, JIRA.
Databases
MS SQL Server 2005, Oracle 11g
Software
MS Office
Operating Systems
Windows 98/2000/XP/2003/vista.
PROFESSIONAL EXPERIENCE:
Questivity, CA Dec 2016 -Till Date
Salesforce Developer/ Admin
Responsibilities:
Implemented the Salesforce.com applications using Agile SCRUM Methodology that involves the iterative development methodology
Developed several Lightning components, Global actions, process Builders and objects specific actions.
Created Impressive designs with Customs styling to bring dynamic versions of the components when setting up in lightning App builder.
Involved in Design and development of Workflow Rules, Triggers, Validation Rules, and other customizations with Salesforce.com
Developed pilot functionalities of related lists into lightning components for classic Salesforce
Enhanced in communities by adding new fields, fields sets using Salesforce Lightning.
Tested Apps by appending multiple components to a Lightning Applications thereby deployed Applications from Sandbox to Production
Implemented Marketing Sales, Customer Service, Call Center & Support Administration Developed Salesforce.com APEX and Web Services API on Force.com IDE.
Worked on various salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunity, Territory Management, Reports and Dashboards.
Created different workflow rules and Approvals, Email Templates to run the Territory Assignment rules.
Partner portal, customer portal Implementation & attended Dream Force events to get the real-time integration with business partners.
Designed, and developed the Custom objects, Formula fields, validation rules, Page layouts, Components, Visualforce Pages to suit to the needs of the application.
Perform detailed analysis of business and technical requirements and developed the Apex classes using other Platform based technologies like Visualforce, Force.com IDE.
Customized Salesforce.com Fields, Page Layouts, Record Types, Queues, and Profiles.
Designed the Custom Visualforce pages, test methods for Lead conversion, merging duplicates.
Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
Extensively used Data Loader for insert, updates, and bulk import for Accounts, Contacts, Leads and Opportunities.
Performed Unit Integration, Regression and User Acceptance Testing.
Implemented escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution.
Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Pages, Data Loader, S-Controls, HTML, Java Script, Apex Triggers, Web Services, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in
Celandyne (San Jose, CA) June 2016-Oct 2016
Salesforce Developer/ Admin
Responsibilities:
Performed the roles of Salesforce.com Admin and Developer in the organization.
Interacted with various business team members to gather the requirements and documented the requirements.
Enhanced in communities by adding new fields, fields sets using Salesforce Lightning.
Designed and developed SFA based Application on Force.com Platform in Salesforce.com environment with Apex programming language at backend and Visual Force pages as user
Interface.
Configured Sales Force Automation (SFA) for Campaign management, Opportunity
Management, Account and Contact Management, Data Quality Management.
Developed complex workflows and approval processes for automating business logic.
Used Force.com platform for developing feature rich and user friendly Visual force pages for
enhancing Salesforce UI.
Developed various Custom Objects, Tabs, Entity-Relationship data model, validation rules on the objects and tabs, Components and Custom links.
Used Salesforce.com developer toolkit including Apex Classes, Controllers and Triggers, custom VF pages, Force.com IDE, Migration Tool, Web Services API.
Configured federated login to ensure that single sign on in implemented across the company.
Created search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
Used Salesforce Automation Process (SAP), Created workflow rules and defined related tasks, time-triggered tasks, email alerts, field updates to implement business logic.
Worked on Salesforce.com Application to Setup activities and customized the apps to match the functional needs of the organization.
Created various Reports and Report Folders to assist managers to better utilize Sales force as a sales tool and configured various Reports and for different user profiles based on the need in the organization.
Environment: SalesForce.com CRM Application Platform, Apex Language, Visual Force, HTML, JavaScript, Custom Objects, Tabs, Workflows, Approval Processes, Email, Messaging, Dashboards, Reports, Eclipse, Sandbox, Production environment, SSO.
Pronto Technologies, India Feb 12 -June14
Salesforce Admin / Developer
Responsibilities:
Interacted with various business user groups for gathering requirements for Salesforce implementation and documented the Business and Software requirements.
Developed Custom business logic using Apex Classes, Triggers, Components, Visual Force pages and Controller Classes for various functional needs.
Set up Marketing Campaigns, Campaign Hierarchies, Lead Queries, Assignment rules, Web-to-Lead and Auto-Response rules.
Configured Campaign Management, Campaign Influence and Lead Conversion.
Configured the Case Management Process.
Deployed Apex using Force.com IDE, Force.com Migration Tool and Web Services API.
Implemented CSS for Visual Force pages and experience working with Partner portal system.
Added methods that can be called from Visualforce pages to Controller Extensions.
Created Custom Visualforce components and attributes to override the look and feel of standard Visualforce components.
Experience in deploying applications from Sandbox to production.
Created Visualforce pages that could be rendered as PDF's, build dashboard components and define email templates.
Used Grid buddy to generate reports on multi objects and put related data in one view to help a clear perspective on business decisions.
Used Pick lists, Dependent Pick lists, and Record Types to enforce data quality.
Used Tab permissions, Record Type permissions and Field Level Security to implement Component-based security.
Used Tabular, Summary and Matrix reports to create Standard reports and Custom reports.
Designed and modified Approval processes and created Approval steps which used email alerts and field updates.
Worked with Approval processes that use Email Approvals and parallel Approval steps.
Created Dashboards and Dashboard Components and implemented multiple levels and scheduled Dashboard refresh.
Created Many-to-Many relationships and created Junction objects to implement Roll-up Summary fields to aggregate data from child records on the parent.
Designed Validation Rules along with Roll-Up Summary Fields to maintain data quantity and data consistency.
Participated in JAD sessions involving Business Users and Sponsor groups to analyze and understand the business requirements.
Implemented Case Management Automation to track and solve Customer’s Issue.
Environment: Salesforce.com Platform, Visual force pages, Data Loader, HTML, JavaScript, Workflows, Approvals, Reports, Custom-Objects, Reporting
Wipro Technologies, India Feb 2010- Nov 2011
SQL Server Developer
Developed SQL scripts to insert, update and delete data in MS SQL database tables
Developed stored procedures, functions, views, triggers, and migrated data from different databases to SQL server.
Transformed the complex business logic and calculations into coding.
Designed physical development databases on SQL 2008 RDBMS using different Data Definition and Manipulation languages (DML/DDL)
Wrote user defined functions to encapsulate frequently and commonly used business logic making the system more modular, secured and extensible
Performance testing on stored procedures, indexes and triggers
Created indexes, Constraints and rules on database objects.
Create and manage schema objects such as tables, views, indexes, procedures and triggers through SSMS.
Involved in creating, deploying and configuring reports according the requirements.
Involved in writing scripts for the client's requirements for generating reports.
Involved in creating, deploying and configuring reports according the requirements.
Backup and restore databases.
Developed and implemented database and coding standards, improving performance and maintainability of corporate databases.
Environment: SQL Server 2005, Microsoft visual studio.Net 2008.
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