Sales Customer Service

Komali M

Summary

Overall * years of experience with 5 years in SalesForce.com and 2 years of experience as Java Developer.

Involved in Development, administration, customization, integration with external systems, Business Analysis, communities, lightning design system, migration from classic to lightning, lightning component development.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle process.

Experience in implementing security and sharing rules at object, field, and record level for different users at different levels of organization. Also, created various profiles and configured the permissions based on the organizational hierarchy.

Experienced in Salesforce Sales cloud and Service Cloud Implementation.

Experienced customizing standard objects Accounts, Contacts, opportunities, Products, Price books, Cases, Leads, Campaigns, Reports and Dashboards.

Experienced in implementation and Integration using custom objects, Triggers, workflow rules, approvals, Visualforce Pages, Visualforce components and Apex Classes.

Experience in implementing the Many-to-many, Look-up and Master-Detail relationships and Automating the business Processes using Approval Process, Process Builder, Workflows, validation rules, Escalation Rules and Auto-Response Rules.

Experience in using the Workbench tool for SOQL queries, SOSL and the REST Explorer.

Experience in working with Salesforce.com sandbox and production environments and deployment using ANT, change sets and Force.com IDE.

Experience working with Force.com IDE and salesforce.com Sandbox environments.

Proficient in Data Migration using Import Wizard, Informatica and Data Loader.

Good experience in setting up Organization Role Hierarchy, provisioning data visibility rules by configuring OWD, Criteria/Owner based and Apex managed sharing rules.

Experienced in analyzing business requirements, Entity Relationship diagram and implementing them to Salesforce custom objects, Junction objects, master-detail relationships and lookup relationships.

Experience in working with Apttus CPQ features and administration.

Experience in working with Eclipse IDE with Force.com Plug-in environment for writing Business logic in Apex Programming Language.

Extensive experience in lead, case management, web-to-lead, Web-to case, Email-to-case.

Excellent analytical, de-bugging skills and documentation skills.

Experienced in Sandbox Management (Like Refreshing Sandbox, Creating New Sandbox, and Migrating code from one sandbox to the other).

Designed custom formula fields, field dependencies, validation rules, workflow rules and approval processes for automated alerts, field updates and email generation as per application requirements.

Involved in daily production bug fixes raised by QA and business users.

Experience in Object Oriented Languages (C#.Net, Java).

Proficiency in programming languages and database such a Java, Java script, HTML, CSS, J2EE.

Experienced with Microsoft SQL Server, SQL & PL/SQL databases.

Strong Technical background, excellent analytical ability, problem solving, decision-making, good communication skills, team player and goal oriented, with a commitment towards excellence.

Certifications

Salesforce Certified Platform Developer 1 (License – 18800715).

Salesforce Certified Administrator (License - 18632533).

Certified by Microsoft Corporation on HTML, CSS, and JavaScript (License - 070-480).

Infosys Certified Engineer – 2012.

Was awarded two SPOT awards from Infosys Ltd. for contribution in developing the application and providing the support.

Technical Skills

Salesforce Technologies

Salesforce CRM, Lightening, Apex Classes, Controllers, Apex Trigger, Apex Scheduler, Apex Test Classes, SOQL, SOSL, Visual force (Pages, Components & Controllers), Data Migration, Batch Jobs, Workflow & Approvals, Reports, Dashboards, Excel Connector, Analytic Snapshots, Custom Objects,Apptus CPQ tools, Static Resources, Custom Tabs, Schema Builder, Service Cloud, Web Services.

Salesforce and Integration Tools

Eclipse, Force.com IDE Plug-in, Data Loader, Informatica, Workbench, Demand Tools

Programming languages

C, C#, Apex, Java, Java Script, SQL.

Web Design Tools

JavaScript, XML, HTML, CSS, AJAX, SOAP.

Methodologies

Agile, Scrum, Waterfall

Database

Oracle, MS Access, SQL Server 2008.

Professional Experience

Client – Hyundai Capital America (Chicago, USA) Dec’16 – Till date

Role: Salesforce Developer

Project Summary:

Hyundai Capital America (HCA) provides auto lending solutions and financial products tailored to meet the needs of customers, which includes both individuals and businesses. Infosys is an IT partner to handle its customer service process.

The application primarily is used to handling all customer service and back office related functionalities in the Auto Finance domain like Transaction history, Collection Processes, Cure Notices, Promise to Pay, Customer Information Change requests and Correspondences. Further it also supports a major functional area of Lease End of Term and Remarketing, where vehicle assessment and billing at the end of term and disposal and sending compliance letters at the term end is handled.

Responsibilities:

Involved in Design, development, planning, testing and integration of Salesforce Cloud services.

Interacted with various business team members to gather the requirements and documented the requirements.

Involved extensively in creating objects, fields, roles, field-level security, permission sets, validation rules, views, page layouts, writing apex classes, triggers, SOQL queries, developing visual force pages & visual force components.

Creating users & assigning the permission sets, managed licenses based on the user profile in different environments.

Customized salesforce standard objects like Accounts, Opportunities, Leads, Contacts and Case management.

Defined Lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.

Created Summary reports, Matrix reports, Pie Charts and Dashboards for better interaction of sales reps to authenticate users based on their profiles (permissions) in lightening.

Used Data Loader, Workbench, Import Wizard for insert, update, delete and bulk import or export of data from Sales force Objects.

Involved in creating Workflow rules according to the business requirements and worked on Visual Force email templates and field updates for sending email notifications to the internal users

Integration of Applications with Salesforce.com using SOAP, REST web services API.

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

Written and optimized code to overcome governor limits.

Involved in developing Lightning Components, Controllers, Visual Force pages and used custom CSS in the components.

Deployed salesforce components from sandbox to production using Force.com IDE & Change sets.

Refreshed Sandboxes on monthly basis to copy all records & metadata from Production to Sandbox as per the business requirement.

Involved in data mapping and migration of data from legacy systems to SalesForce.com Objects and fields.

Developed custom UI using CSS, HTML, Visualforce components and used jQuery, JavaScript for front-end validation.

Involved in Unit Testing, for the customizations and developments done during the project.

Written apex unit test classes for code coverage of apex classes to promote code to production.

Managed duplicates of various objects using Demand Tool.

Extensively worked on supporting the production helpdesk issues on daily basis reported by end.

Worked on Integrations like Call Center Applications: Inside sales and Bill Trust.

Environment: Apex, AppExchange, Salesforce Lightening, JavaScript, HTML, Visual Force, Apex Explorer, SOQL, SOSL, Permission Sets, Profiles, Roles, Triggers, Apex Data Loader, Custom Objects, Custom Tabs, Reports, Dashboards, Visual Force Component, Web services, Force.com IDE, Import Wizard, Demand Tool, Workbench.

Client – Exelon Corporation (Chicago IL, USA) Nov’14 – Dec’16

Role: Salesforce Developer/Admin

Project Summary:

Exelon Corporation is an American Fortune 100 Energy Company headquartered in Chicago, Illinois. It generates revenues of approximately $33.5 billion and is the largest electric parent company in the United States by revenue, the largest regulated utility in the United States with approximately 10 million customers, and the largest operator of nuclear power plants in the United States.

Responsibilities:

Closely worked with SalesForce.com consultants while implementing the solutions for the requirements.

Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Reports and Opportunities.

Created various profiles and configured the permissions based on the organizational hierarchy requirements.

Implemented Sales cloud and incorporated the enhanced features as required to streamline the business process.

Configure Salesforce and marketing cloud integration user along with configuration in Salesforce.

Implemented the Marketing process to remove dupe contacts, Leads. Auto Merge Leads, Contacts if already exists.

Implemented security and sharing rules at object, field and record level for different users at different levels of organization.

Customized tabs for different business user’s groups and business centers.

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

Extensively worked on automating complex business processes using declarative features such as workflow rules (email alerts, task, outbound messages and field updates) approval process, dynamic approval process.

Created various Custom Objects, Formula fields, Master-Detail, Lookup relationships, Tabs, record types, Approval Processes, custom buttons, custom links, custom actions and validation rules.

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

Developed various Apex classes, Controller classes, visual force pages, visual force components and Apex Triggers for various functional needs in the application.

Written test classes to ensure code coverage for controller classes.

Load data into sandboxes using data loader.

Developed different Visual Force Pages to suit to the needs of the application using different Visual force components.

Extensively worked on provisioning Apttus CPQ managed licenses to the Sales users to access CPQ application.

Involved in managing Apttus Packages like Apttus proposal Management, Apttus Contract Management, Apttus Docusign, Apttus configuration & Pricing, Apttus x- author for excel/word & SFDC tools.

Extensively worked on product configuration, creating price lists, assigning custom/oracle pricelists to the accounts, constraint rules, Apttus batch jobs.

Involved in creating/updating apttus templates by using Apttus x-author for word & used Apttus migration manager tool to deploy templates from on

Configure Salesforce and marketing cloud integration user along with configuration in Salesforce.

Setup, maintain and optimize Email marketing campaign utilizing Exact Target/Salesforce Marketing Cloud.

Created & managed users, hierarchical roles, profiles, security controls, permission sets, public groups.

Data Integration and Data Migration using ETL tools like Data Loader, Informatica and Import Wizard and Demand Tools.

Used Force.com Eclipse IDE plug-in to manage, author, debug and deploy Force.com applications in the Eclipse development environment.

Involved in migrating from Salesforce Classic to Lightning.

Developed Lightning components and apps to provide better and more interactive interfaces to end users, which help in sales enhancements.

Worked on Integrations like Call Center Application (Noble Telephony) and Learn Core.

Environment: Saleforce.com CRM, Force.com platform, Apex Classes, Chatter, Visual Force Pages, Apttus Managed Tools, Apttus CPQ configuration, Apttus Managed packages,App Controllers, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Data Loader, Informatica and Security Controls.

Client – Johnson’s Control Inc (USA) May ’13 – Nov ’14

Role: Salesforce Developer/Admin

Project Summary:

Johnson Controls is a leading provider of equipment, controls and services for heating, ventilating, air-conditioning, refrigeration, security systems and lead-acid automotive batteries and advanced batteries for Start-Stop, hybrid and electric vehicles. Infosys has provided the support for the JCI application.

Responsibilities:

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

Implemented SFDC CRM to deliver various reports in departments of Sales, Administration and Marketing etc.

Implemented the Marketing process to remove dupe contacts, Leads. Auto Merge Leads, Contacts if already exists.

Integration of Sales cloud with external information systems using SOAP API web services Create and Customize Custom Objects, Formula Fields, Cross Object Formulas, Roll up summary fields, validation rules, dependent picklists, and complex page layouts.

Designed, and developed Apex classes, Controller classes, Extensions and Apex triggers for various functional needs in the application.

Optimized existing Apex classes and Triggers to be within Governor Limits and Improved its Test Coverage for Deployments.

Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.

Strong experience in implementing security and sharing rules at object, field, and record level for different users at different levels of organization. Also created various profiles and configured the permissions based on the organizational hierarchy.

Profound Knowledge in lead, case management web-to-lead, Web-to case, Email-to-case and data migration using Import wizard, Apex Data Loader.

Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships, validation and formula fields to the custom objects.

Migrated Accounts, Leads, Contacts, Opportunities and Sales data from external systems into SFDC.

Designed various Web pages in Visual Force for capturing various customer enquiries and Implemented logic using controllers and extensions.

Involved in daily production bug fixes raised by QA and business users in the Org.

Performed various data backups using Data Export Wizard, Force.com IDE.

Environment: Saleforce.com CRM, Force.com platform, Apex Classes, Chatter, Visual Force Pages, Controllers, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Data Loader, Import Wizard, Demand Tool, Workbench, Informatica and Security Controls.

Client – CareFirst Blue Cross Blue Shield, Infosys, India Jun’11 – May ’13

Role: Java Developer

Project Summary:

CareFirst Blue Cross Blue Shield is a health insurance company. It is non-profit and non-stock and serves as a parent company of CareFirst of Maryland, Inc. It is committed to achieve clinical equivalence with ICD-10. CareFirst BCBS exploring solutions that aligns with the industry as to how best to perform ICD-10 testing with their provider community prior to ICD-10 implementation which is helping them to manage risks in benefit neutrality financial neutrality and operational efficiency.

Responsibilities:

Designed and developed Struts like MVC 2 Web framework using the front-controller design pattern, which is used successfully in many production systems.

Developed Front-end using HTML and performed validations using Java Script.

Normalized Oracle database, conforming to design concepts and best practices.

Designed the important level and detailed design for Quiet Time alerts by utilizing the existing Message broker infrastructure.

Developed user interfaces using JSP, HTML, XML and JAVA Script.

Created SQL Queries for data manipulation using JDBC.

Generated XML Schemas and used XML Beans to parse XML files.

Created Stored Procedures & Functions. Used JDBC to process database calls for DB2/AS400 and SQL Server databases.

Invoked the web service from Message flows through XML gateway in a secured manner.

Developed User Interface to allow the members to setup the preference using JSP based on Struts and Custom tag library facility using form beans and action classes.

Developed ANT scripts to build the different modules for the Project, such as building the binary files and scripts for deploying to the server.

Developed web application called iHUB (integration hub) to initiate all the interface processes using Struts Framework, JSP and HTML.

Worked closely with the Infrastructure team during the build process in deployment and configuration of the Message broker.

Environment: HTML, JavaScript, J2SDK1.5, Core JAVA, J2EE, EJB 3.0, JSP, JSF, XML, Spring, Hibernate, Oracle, Eclipse WTP, WebLogic, WebSphere, Ant, Unix, and CVS.

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