Sales Customer Service
Resume:
Kinjalben Solanki
***********@*****.***
SUMMARY
EXPERIENCED IT PROFESSIONAL HAVING 7 YEARS OF IT EXPERIENCE WHICH INCLUDES
4+ YEARS OF EXPERIENCE IN BUSINESS ANALYSIS, ADMINISTRATION, DESIGNING,
DEVELOPMENT, TESTING AND IMPLEMENTATION OF VARIOUS CRM (SALESFORCE.COM)
BASED APPLICATIONS. I HAVE GAINED ENORMOUS AMOUNT OF EXPERIENCE IN CREATING
BUSINESS REQUIREMENT DOCUMENT, USE CASES, DESIGN, DEVELOPMENT, SUPPORT AND
RELEASE MANAGEMENT.
. Experienced in working with clients to map out their existing Business
Processes and providing system-based solutions that increase efficiency
and reduce operating costs.
. Extensive knowledge of Salesforce.com implementation cycle in Salesforce
community cloud, Service, Sales and support modules.
. Created custom object, custom field, page layouts, search layouts to
organize fields, custom links, related lists, and other components on a
record detail and edit pages.
. Implemented pick lists, dependent pick lists, lookups, junction objects,
master detail relationship, validation and formula fields to the custom
objects.
. Skilled in customizing standard objects like Accounts, Contacts,
Opportunities, Products, Price books, Cases, Contracts, Leads, Campaigns
as per client's need.
. Solid understanding on Email to case, Web to case, Case Management,
Relevant Knowledge infusion (Knowledge Management), Order Management,
Partner Management and Communication based services.
. Possess comprehensive understanding of CRM business processes like Case
Management, Relevant Knowledge Infusion (Knowledge Management), Call
Center, Account Management, Order Management, Lead Management and
Forecasting.
. Expert in generating and analyzing custom reports and dashboard for
management and various business unit personnel to provide detail
information on key performance indicators.
. Developed process enhancements through automations including Workflow,
Approval Processes, Assignment Rules and Escalation Rules.
. Experience in data migration from ACT, Excel, MS outlook and Legacy
Systems using Data Loader, Import Wizard.
. Experience with various AppExchange such as Apttus CLM, Conga Composer,
InsideView, Docusign and Data loader for SF.
. Knowledge in Salesforce.com SFA, Force.com Apex Classes, Apex triggers,
Integration, Visual force, Force.com API, SOQL, and SOSL.
. Experienced in integrating the third party applications like Marketo,
Docusign, find nearby, etc.
. Managed User Profile, Role, UI and User preference security model in
integrated Salesforce.com environment.
. Hands on 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.
. Strong Requirements gathering experience using JIRA and preparing
functional documents like Use Cases, Stories, Business and User
Acceptance criteria and Software Requirements Specifications (SRS).
. Experienced in Scoping Phase, Gap Analysis, Testing, Training and
Implementation Phase with Salesforce.com Service cloud & Sales cloud.
. Provided user support to resolve issue on daily basis and to keep
operation flow smooth.
. Experienced in Develop, maintain and execute Salesforce test cases
(functional and regression) as per the test plan.
. Lead testing efforts, creating test plan, manage the acceptance testing,
support users with necessary information required for on time test
schedule.
. Keep track of Test case status, known Issues, new defects and track them
down to zero.
. Experience work with upstream & downstream application teams to execute
E2E test cases and manage automated scripts.
. Experience in Salesforce.com Testing and Administration spanning all
facets of package software and SaaS application implementation.
. Strong knowledge & experience working in teams implementing Agile
Methodologies.
. Excellent communication and inter-personal skills, accustomed to working
in both large and small team environments.
EDUCATION
. CAL STATE LA, LOS ANGELES, CA
MS Electrical and Computer Engineering - June 2010
. Saurashtra University, India
BE Bio Medical Engineering - July 2007
SKILLS
SalesForce.Com Sales Cloud, Service cloud, Community cloud, Customer/partner
portal, SOSL, SOQL, AJAX, Apex Data Loader, Reports,
Dashboard, security, automation
CRM Salesforce.com, SFA, SAP 5.0/4.0, Siebel, Pivotal, CiViCRM
Cloud Computing Force.com, APEX, Visualforce, Force.com Apps
Languages Apex, Visual force, C, C++
Tools HP Quality Center 9.2/10.0/11.0, Test Director 7.5, eRoom,
Bugzilla, Quick Test Professional (QTP), JIRA, MS Visio, Swim
lane
RDBMS ORACLE, SQL Server, MySQL
OS Win NT, Win XP/Vista/7/8, Mac
Hands on Experience
. EXTENSIVE WORK EXPERIENCE USING WATERFALL, AGILE AND SCRUM
METHODOLOGIES.
. Responsible in preparing the Requirements Traceability Matrix.
. Actively participated in cross-functional team meetings to track down
the risk.
. Extensive knowledge in automate the business processes using workflow
rule and approval processes
. Design and develop new enhancements as per the User feedback
. Created and managed the users for various instances
. Providing the support for day-to-day operation and ad hoc requests.
. Executed test scripts for Functional, Regression, Integration, End-to-
End and Smoke testing.
. Excellent written and communication skills with the ability to
communicate appropriately in Business and IT situations at all levels
. Trained end users to get accustomed new features.
. Experience working with on/off-shore teams.
. Expert in handling release with integrated and non-integrated
environments.
. Possess strong analytical and technical communication skills
. Precisely work on timelines and provided 100% deliverables for many
successful releases
PROFESSIONAL EXPERIENCE
Client: ESRI - Redlands, CA
09/2013- Present
Role: Salesforce Consultant
Project 1: Nimbus to Salesforce Migration
In order to migrate the pivotal client to CRM platform, Client uses the
Salesforce service cloud to support the customer services. Users can create
a new case, accept, update, create solution and close the case in ESRI
support app. With the CTI integration users can support the case over
phone, email, web and/or chat.
. Gather the requirement from the Nimbus client workflow and stakeholders
. Document the functional workflows using Visio as per the requirement
change
. Proactively participate on design review call and provide valuable
feedback
. Automated the web to case feature on SF
. Managed the Users with profile and role hierarchy
. Performing data migration from legacy system to SF using Data loader
. Helping the end users for their daily operations by resolving the various
configuration issues i.e. Access failure, creating custom report,
dashboard, security and visibility, Page layout etc.
. Assisting production support on helpdesk tickets
. Responsible to generate custom reports as per the ask for higher
management
. Administer for the sandbox refreshes on periodically manner
. Create test plan document with details such as requirement, test
scenarios and test scripts.
. Perform the UAT for integrated environments like Search engine KUBE
. Responsible to validate the ESRI reports as part of data migration from
Nimbus to Salesforce
Project 2: Customer Support Community
Rollout Salesforce community for customer support where end users can raise
their question, issues and new ideas for company's product.
. Introduced salesforce community to the team with features and possible
enhancements
. Developed various visualforce pages for ideas voting process
. Day to day support for end user on visibility, security and overall
functionality issues
. Developed Report and dashboard for leadership board
. New enhancement and issue tracking process through community
. Implement custom solution for technical account team(TAM) to track
customer status in CRM
Environment: Salesforce.com (SFDC), Service Cloud, Salesforce Community
cloud, Salesforce Mobile, Salesforce Chatter, Custom object, Custom Fields,
Profiles, Role, Reports, Dashboard, Visualforce page, apex trigger,
Workflows, MS Visio, SharePoint, HP Quality Center 11.0, Pivotal (Nimbus
Client)
Client: Cisco - San Jose, CA
05/2011- 08/2013
Role: Salesforce Consultant
Project: CSOne
CSOne project mainly provides the salesforce.com as a customer service
tool, which is integrated with various case assistance systems such as
TSRT, CKT (Case kwery Tool), and WB (workbench). Using the Case object or
My Workzone custom App in SFDC the users will be able to create, accept,
update and close the cases and interact with customer via Click-to-call and
Click-to-IM or Click-to-email functionality while resolving new or existing
cases. This application allows the smooth operation of Case Management and
Knowledge Management.
. Interacted with various Business team members to gather the requirements
and documented the requirements.
. Analyzed the Scope of the Requirements, and managed requirements to avoid
Scope Creep.
. Worked with cross-functional scrum teams (Development, Quality
Engineering and Product Management) and stakeholders in other functional
areas such as Program Management, Product Operations, Release
Engineering, Support and Service Delivery (Operations Service Center).
. Performed requirements analysis, impact analysis, development and
deployment processes.
. Developed Apex Classes, Apex triggers, VF pages, Workflow with custom
fields, reports etc.
. Created workflow rules and defined related tasks, time triggered tasks,
email alerts, filed updates to implement business logic.
. Monitor a web-to-case/Email-to-case functionality, which directs cases to
Salesforce CRM.
. Report Salesforce user login activities to measure overall user adoption
success.
. Created custom Dashboards for manager's home page and gave accessibility
to dashboards for authorized people.
. Manage User Access for Production and Sandbox orgs as per requests.
. Provided User support for any question or issues with their Access,
functionality.
. Created Custom Objects, Fields, Page Layouts, user Roles, Profiles and
sharing settings etc.
. Used field level security along with page layouts to manage access to
certain fields.
. Designed and deployed Custom tabs, Validation rules, and Auto-Response
Rules for automating business logic.
. Created workflow rules and defined related tasks, email alerts, and field
updates.
. In charge of conducting the testing efforts (BAT/UAT/FPR/Go-live) with
the Business users/End users, and gathering feedback and providing the
same to the Development team.
. Lead the functional testing efforts and sync with IT to resolve issues on
daily basis.
. Efficient Defect tracking, Defect triage and provide issue mitigation
plan.
. Experienced Test plan developer for ERMO/Non ERMO releases.
. Worked on Agile and Scrum Methodology for Salesforce custom app
implementation.
. Involved in the test case walkthroughs and assessment meetings on regular
basis
. Contributed in regular status meetings to highlight success, any risks,
concerns etc.
. Communicate validation status and progress fluently and effectively with
all level of business users, technical teams, and management across the
organization.
. Handled regular Monthly and Quarterly, multiple Salesforce.com project
(ERMO & Non ERMO), releases with short deadlines and challenges
. Familiar with CTI Integration of Salesforce.com application which is used
to provide agents with click-to-call and screen pop capabilities.
Environment: Salesforce.com, Salesforce Service Cloud, Agile Methodology,
HP Quality Center 9.2, Microsoft Office suite, Case Kwery tool, Cisco TSRT
Create, TSRT Query, CSE Workbench, SVO, C3 forms, JIRA, Case Management,
Chatter, Data Loader, Workflow Alerts, Approvals, Validation Rules, Sharing
rules, Reports, Standard & Custom Objects, Email Templates, Roles,
Profiles, Permission set, User Preference setup, HTML, Force.com IDE.
Client: ConocoPhillips - Bartlesville, OK
07/2010- 4/2011
Role: Salesforce Consultant
Project: Refueler Tracker
Refueler Tracker application enables the sales/service organization to
place a refueler truck lease request, get a quote, Service agreement
request and confirmation, approval for the final move and it also tracks
the refueler's current location and mileage using SFDC, SAP and 'Find near
By' AppExchange. Sales users will be able to request and manage the orders
using this application. Refueler data will also be replicated to Business
Objects allowing the generation of standard and custom territory based
reporting.
. Extensively worked on Salesforce.com Sales cloud.
. Experienced to design, develop and enhance custom application as per the
business needs.
. Created Custom objects and fields- Leads, Marketing, Campaign, Dashboard
and Account etc.
. Configured security and organizational hierarchy for sales for salesforce
implementation.
. Customized page layouts for Salesforce standard and custom objects.
. Configured Reports for custom objects and associated them to Dashboard.
. Involved in Design and development of Workflows rules, triggers,
validation rules and other customizations with Salesforce.
. Administered Salesforce CRM applications for Sales, Marketing and Support
Departments. Involved in creating multiple analytical reports, with
varying degree of complexity.
. Integrated the third party applications to support the sales process
. Created APEX triggers, classes, test methods and visual force pages to
implement custom functionality.
. Responsible for all the activities related to configuring Data Loader,
uploading data in CSV files into salesforce.com, checking for integrity
of the data.
. Used SOSL and SOQL queries during the data migration and custom
development.
. Worked on Customized agile methodology in a sales based module.
. Analyzed the business processes for the three divisions in the
organization that are using sales force.
. Organized business and end user meetings for discovery, business needs
gathering and gap analysis.
. Provided support for ongoing Production issues and managed User licenses
and purchase.
. Focused on Cycle time reduction during the process between the leads
through opportunities, processing, funding, underwriting and till post-
closing.
. Set up visibility securities like roles, profiles, field level
securities.
. Used Eclipse IDE for building scripts and deployment
. Responsible for Sandbox refresh on regular schedules
Environment: Salesforce.com, Salesforce Sales Cloud, Apex Classes, Visual
Force Pages, Apex Explorer, Apex Trigger, Data Loader, Workflow Alerts,
Approvals, Validation Rules, Sharing rules, Reports, Standard & Custom
Objects, Tabs, Email Templates, Roles, Profiles, HTML, Force.com IDE, MS
Office suite
Client: Avaya
10/2009 to
08/2010
Role: Salesforce Analyst
Responsibilities:
. Created Custom Objects and fields for transactional and contractual
information.
. Designed and deployed Custom tabs, validation rules, Approval Processes
and Auto-Response Rules for automating business logic.
. Created workflow rules and defined related tasks, email alerts, and field
updates.
. Created page layouts, search layouts to organize fields, custom links,
related lists, and other components on a record detail and edit pages.
. Developed Apex Classes, Controller Classes and Apex Triggers for various
functional needs in the application.
. Used SOQL & SOSL for data manipulation needs of the application using
platform database objects.
. Used field level security along with page layouts to manage access to
certain fields.
. Used Force.com developer toolkit including Apex Classes, Apex Triggers
and Visual force pages to develop custom business logic.
. Created custom Dashboards for manager's home page and gave accessibility
to dashboards for authorized people.
. Experienced in Unit Testing, for the customizations and developments done
during the project.
. Extracted the data from Salesforce.com application into the external
databases (Oracle 10g) for generating large data reports using the
Informatica on Demand.
. Involved in the Data Transformation and Data Cleansing activities while
transferring the data to the external system using Informatics on Demand.
Environment: Salesforce.com platform, Data Loader, Apex Classes,
Controllers, Triggers, Visual force, SOQL, SOSL, Workflow & Approvals, Java
Ant, Custom Reports, Dashboards.
Tech India, Ahmedabad, IND
01/2007 -02/2008
System Analyst
Responsibilities:
. Translate business requirements into functional specifications and
creating Design documents.
. Extensively engaged in managing the project SharePoint and create a
structured and logical project document repository.
. Create Data Flow diagrams and process flow diagrams to facilitate better
system understanding.
. Conduct surveys and interviews to identify areas of improvement in the
SharePoint.
. Work closely with Project manager to keep track of timeline.
. Create a weekly project status report to track the project progress and
observe bottlenecks for review of top management.
. Tracked user responses to keep count and direct issues to support team.
. Liaison between Access Management Team and Level 3 Support-involved in
Case Management Initiative as part of the Project.
. Extensively use WebEx communicator and WebEx live Meeting to conduct and
participate in various project meetings.
Reference: Available on request.
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