Customer Service Sales

+1-703-***-**** ********@*****.*** Trailhead Linkedin

THEJU SHEKAR

PROFESSIONAL SUMMARY

●Over 6 years of experience, 4 years of experience in Customer Service and 2+ years of experience in Salesforce.

●Salesforce Certified Administrator.

●Good understanding on Sales Force Architecture.

●Hands on experience with both Classic and Lightning.

●Having good understanding Generic CRM System and Salesforce.com CRM.

●Understanding with Service and Support solution, helped business to automate service.

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

●Proficient with Complex Customization and Configuration which business demands.

●Expertise with Salesforce.com Administration-SFA

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

●Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into

salesforce.com, checking for the correctness of the data.

●Good in configuring Sales, Service and Analysis according to customer demands.

●Expertise in Sales Cloud, Service Cloud and Market Cloud.

●Involved in Campaign, Lead and Opportunity Management according to requirements.

●Good in customizing Standard features based on business demands

●Ensured users have the right data by maintaining platform Security settings, Profiles, Permission, Sharing rules, Role, Apps, Objects, Alerts, Communication Templates, Records and Fields.

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

and Dashboards, De-Duping applications.

●Understanding of lightning apps, page builder, consoles, lightning pages.

●Manage automation using Process Builder.

●Having experience with working in Agile Methodology and Scrum.

●Performed continues testing in UAT before deploying to production to make sure the quality and performance

●Support, manage and maintain implementation of salesforce using CPQ including product configurations,

pricing rules and quotes.

●Work closely with the developers and managers to understand the internal prospects and collet the data.

●Managed system configuration changes to ensure the performance, needs of business and meet the goals

●Comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Opportunity management and other Sales and Service cloud features.

●Involved in writing Apex Trigger, Visual Force Page, Apex Time based Trigger to make automation

Successful.

●Having good understanding on Import Wizard.

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

●Managed enhancements changes for implementing during development and documentation.

●Supported business needs with technical design documentation and Project Documentations.

●Document company processes and workflows document changes in case management and follow change

processes.

●Good Interpersonal skills, commitment, result oriented, hard working with a quest and zeal to learn

new technologies.

TECHNICAL EXPERTISE

Technology Used: Salesforce CRM, Sales Cloud Service Cloud, Sales Cloud, Market Cloud, Marketo, CPQ

Languages: Apex, Visualforce, Java, HTML, XML, JSON

Framework and Tools: Eclipse, Force.com IDE, Apex Dataloader, Workbench, Process Builder, Schema Builder

Reporting: Salesforce Reports and Dashboards

Databases: SOQL, SOSL, Oracle

Documentation Tools: Microsoft Office tools, Google Docs, Doku-Wiki

EDUCATION

Visvesvaraya Technological University, Karnataka, India

Bachelor of Engineering (B-Tech) in Electronics and Communication

CERTIFICATIONS

Salesforce Certified Administrator.

PROFESSIONAL EXPERIENCE

QBurst Technologies, Chantilly, VA February 2017 to Present Salesforce Developer/Admin

Client: Genesys

Genesys is one of the leading global organization to develop cloud-based and on-premise customer

experience. Our key role in the project is to maintain Genesys products such as Pure Cloud, Pure Connect

and Pure Engage. We are using sales and service cloud to meet their business requirements.

●Created custom Objects and also customized the Standard objects.

●Troubleshoot, Mange and make changes to the existing system.

●Support users on completing cases with salesforce.

●Create and maintain fields, views, reports, dashboards, campaigns, and other objects/functions.

●Manage lead, opportunity and cases.

●Created Users, Roles and Profiles and many Page layouts and assigned for the users accordingly to the role and profile.

●Manage different products and set their prices and order creations in Sales Cloud.

●Actively taken part in Agile Methodology and Sprint events.

●Handled Pure Connect and Pure Cloud bundles.

●Service customers with their queries regarding the products and provide solutions.

●Created and managed Workflows, Approval process.

●Maintain security settings and access settings.

●Manage Report Types, Record Types, Snapshots, Knowledge and Articles management, Live agent, sites, Console, Customer and Partner Communities, Chatter, Packages, Lightning Components, Salesforce 1.

●Created Reports and Dashboards.

●Data management with Data loader, Import Wizard, Export Wizard, Workbench.

●Developed Test Classes, Apex Classes, Triggers and VF Pages to support the custom functionality.

●Created Master-Detail relationships, Lookup relationships and Pick list value dependencies.

●Execution of Unit and System test cases and reporting.

Environment: Salesforce.com, Force.com, Sales Cloud Service Cloud, Page layout, Reports & Dashboards, Data Loader, Data Migration, Lightning, Record Types, Relationships, Process Builder, Snapshot, Workbench, Workflows, Approval process, Changeset, Apex Classes, Test Classes.

[24]7.ai, Bangalore, India August 2015 to June 2016

System Analyst/ Salesforce Administrator

Client: Capital One

Capital One Financial Corporation, is a diversified banking company focused primarily on consumer and commercial lending and deposit origination. We support Sales, Service and Marketing for Capital One. Taken care of

configuration, customization, outlook, mobile to make its sale process smooth.

Configure the sales application, creating users, role hierarchy, profiles, OWD in lightning.

Customize the App according to user requirement to enhance end user experiments.

Handle all admin activities within the system like user management, security settings, prepare Reports and

Dashboards.

●Performing, gathering, system analysis and finalization of technical / functional specifications and creating high level design documents.

Maintain and enhance workflows and functionality within salesforce lightning.

Mapping client’s requirements to the technical team.

Regularly performed database de-duplicating and cleanup procedures.

Set up workflows for marketing in exact targets which will send out automatic based on time intervals.

Monitor support queue and find solutions for client tickets.

Migrated large volume of data using Apex Data loader.

Managed escalation cases and provided supports over the chat, phone and email.

Environment: Salesforce CRM, Page Layouts, Workflows, Profile, Objects ((Standard/Custom), Custom Tabs,

Approval process, Reports and Dashboards, Data Loader, Relationships.

Digital Interactive Executive/Customer Service Specialist November 2011 to August 2015

Client: Capital One

●Support customer issue for Capital One accounts related issues

●Manage a high-volume workload within a deadline-driven environment.

●Handle customer inquiries, complaints, billing questions and payment extension/service requests.

●Repair trust, locate resources for problem resolution and design best-option solutions for customers.

●Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner.

●Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.

●Prepares customer service summary reports.

●Co-ordinates the handling of difficult and/or unusual situations.

●Supports/participates in the organization’s Continuous Improvement Program.

●Works with the organization’s other branch/regional offices to resolve problems, facilitate solutions and enhance customer service offerings.

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