Customer Service Salesforce Com

Sandhya

Salesforce Developer/Admin

Email: ************@*****.***

Ph #: 571-***-****

Professional Summary:

* ***** ** ********** ** SFDC Salesforce.com CRM platform using Lightning, Visualforce, Apex and Java Technologies as Developer and Administrator.

Experienced in all phases of Software development life cycle (SDLC), quality management systems and project life cycle processes.

Strong Knowledge in Salesforce Customization, Workflow Approvals, Data Validation, Sales, Marketing, Customer Service and Support Administration.

Hands on experience knowledge on Administration setup and Force.om, Eclipse IDE, Apex, Visualforce and integration tools like Cast Iron, Apex Data Loader, etc.

Extensive experience using SFDC Administration, Creating Roles, Profiles, Page Layouts, Workflow Alerts, Email Services, Approval Workflow, Report generation, Validation rules, Dashboards and Tasks .

Good knowledge on Apex development in creating Objects, Triggers, Apex Classes, Standard Controllers, Custom Controllers and Controller Extensions.

Experience on Salesforce Lightning UI using Aura Components and LWC (Lightning Web Components).

Hands on experience in using the Aura framework and Salesforce lightning Design System (SLDS).

Experienced in Service Cloud, Sales cloud, Collaboration Cloud for All partner portal, customer portal.

Experience in using Force.com Web services API for implementing web services in the application for access to data from different users.

Excelled in working with various Salesforce.com standard objects like Accounts, Contacts, Opportunities, Products and Price books, Cases, Leads, Campaigns, Forecasting, Reports and Dashboards.

Proficient in Data Migration from Traditional Applications to Salesforce Using Data Loader Utility.

Experience in writing SOQL and SOSL queries in Force.com technology for Visualforce and Apex.

Experience in bulk Data mitigation from Excel, MS Outlook and Legacy systems to Salesforce.com using Apex Data Loader, Import Wizard.

Technical Knowledge about Salesforce Lightning schema builder, process builder, app builder, components and lightning connect.

Experience in Salesforce Lightning features like activities, contextual Hovers, Opportunity board, Customizable dashboard.

Good experience in developing Salesforce Lightning Apps, Components, Controllers and Events.

Customized existing Visual force to align with Salesforce new Lightning UI experience.

Team player with good interpersonal skills, strong understanding of fundamental business processes, excellent Communication and Problem solving skills.

Technical Skills:

Salesforce.com

Apex Language, Apex Trigger, Apex Class & Apex, Visual force (Page, Component & Controllers), Lightning Aura, LWC, SOQL, SOSL, Email template, formula, Validation rules, apex trigger, workflow and approvals, App exchange, Eclipse, force.com IDE, Apex data loader, web services.

Force.com tools

Apex Data Loader, ETL Data Extraction, Force.com Apex Explorer, Force.com Migration Tool, Force.com Excel Connector and Force.com Eclipse IDE Plug-in.

Programming Languages

Java

IDE

Eclipse, Visual Studio

Professional Experience:

Client: ICIMS Inc., Aug 2022 – Till Date

Role: SFDC Senior Developer

Responsibilities:

Involved in Design and development of Configurations and customizations according to Project requirements.

Developed Community for external users using Aura Site and LWC framework.

Involved in Auth0 Integration which is used in Community Login page.

Developed Custom Knowledge Article Pages and event propagation between the pages using LWC framework as per Business requirements.

Configured Complex Lightning Flows as part of Advanced Approvals process.

Exposure to new Integration tool Workato which is used for APIs between Salesforce and other apps such as Oracle Netsuite, Azure etc.,

Involved in customization part of Ad Campaign functionality.

Involved in customization changes related to financial force managed package.

Developed REST API framework for offboarding Users in Auth0 and Docebo as per Business requirements.

Developed REST API framework to support Salesforce – JIRA integration for Creation/ Escalation/ De-escalation Cases.

Extensively worked on Apex Triggers and Lightning Flows to automate Approval Processes as per Business requirements.

Supported critical issues during Business hours.

Client: Huntington Bank, Columbus, OH Jan 2021 – July 2022

Role: SFDC Developer

Responsibilities:

Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements.

Worked on Salesforce Lightning (Lightning Design Systems, App Design and Lightning Components).

Involved for creating the Validation Rules, Workflow rules, Approval Process and Process Builder.

Worked on Aura to Lightning Web components migration project.

Used Service Cloud to get the customer information together in an integrated platform that incorporates marketing, lead generation, sales, customer service and provides access to applications through the AppExchange.

Build lightning components, lightning apps, record pages, home pages and use events for dynamic use cases.

Developed Custom objects, customizing tabs, Apex Triggers, Test classes for unit testing and code coverage.

Managing dependencies, risks and planning for contingencies to ensure minimal effect on deliverables. Creation of Junction Objects, roll-up summary fields, cross object formulas, validation rules, dependent picklists and complex page layouts.

Implemented Salesforce Lightning Components for small set of users for customizing reports and dashboards.

Created many Email Templates and Mail Merge Templates and was involved in doing the mail merge for different standard and custom objects in lightning experience.

Worked with External objects in Salesforce which is another feature introduced with Lightning components.

Developed Web Service Callouts from Salesforce to External Applications using SOAP and REST API.

List views available on a page were implemented using hardcoded SOQL statements. They cannot be modified by an end-user and do not correspond to the standard List Views available within Salesforce. Confidential User Interface.

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

Deployed Salesforce components from sandbox to production using Visual Studio, ChangeSet.

Deploy changes between different environments and work on sandbox refresh process.

Implemented “Email to Case”, "web to lead" and "web to case" for Lead and Case automation.

Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people.

Environment: Salesforce.com Platform, Visual Studio, Lightning Experience, Lightning Aura, Lightning Web Components, Apex classes and Controllers, Service Cloud, Change Sets, Data Loader, REST, SOQL, SOSL, Scrum, Custom objects, Custom fields, sandbox, Web Services, Windows.

Client: Dollar Tree, Chesapeake, VA Sep 2018 – Dec 2020

Role: SFDC Developer

Responsibilities:

Using Salesforce Lightning Connect Integration with third party tools.

Used Strong Industry Knowledge to relate to the Customer needs and dissolve customer concerns with high level of focus and attention to detail.

Used AJAX to get the data from the server asynchronously by using JSON objects.

Majorly involved in developing the Lightning Applications using Aura framework and deploying them on communities.

Developed robust Lightning Pages using aura framework and placed them on the community builder.

Built application using salesforce1 Lightning Components, Controllers, Handlers, Events and Aura components.

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

Worked on REST API web services with XML as intermediate platform.

Mainly worked with SFDC’s Lightning Design System framework components.

Deployed Apex using Force.com IDE, Force.com Migration Tool and Web Services API's.

Developed Unit test class for Apex class and worked for improving code coverage. Always maintained 90% Code Coverage for Apex Classes.

Deployment from DEV to QA, UAT, Staging, Production and other prod copies using Force.com ANT tool. Writing Apex Test classes to achieve above 90% code coverage for testing apex methods. Wrote Test scripts for various scenarios.

Develops solutions using Service Cloud.

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

Written numerous SOQL and SOSL queries using Force.com explorer.

Thoroughly worked with consolidating code in GitHub for continuous integration.

Provided support ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflow, campaign management and triggers.

Environment: Salesforce.com platform, Force.com IDE, Apex, Aura, Lightning Experience, Lightning Web Components, Apex Web Services & Callouts, Data Loader, Service Cloud, Sandbox data loading, Oracle, Windows.

Client: Colonial Life Insurance, Columbia, SC Jan 2017 – Aug 2018

Role: Salesforce Developer

Responsibilities:

Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com like Accounts, Contacts, Leads and Opportunities.

Customized Page layouts, record types, Security & Access Controls and Communication Templates as per the organization requirements.

Integrated the API and Web Services for extracting the data from external systems to display in the pages of Salesforce.com using the SOAP and REST services.

Developed and Deployed Apex Triggers, Apex Classes and Test Methods to facilitate details capturing and updating on leads, prospects and contacts.

Set up Marketing Campaigns, Lead Queries, Assignment rules, Web-to-Lead and Auto-Response rules

Integration between workday and Salesforce.

Involved in Set up and managed Salesforce Communities.

Designed Requirement documents and functional documents for the development team.

Created test scenarios on Sandbox environment and used Force.com component development wizard.

Developed several custom reports to better assist managers and also report folders to provide report accessibility to appropriate personnel.

Implemented Web to Case, Email to Case functionalities to provide a better customer support to the customers.

Documenting and updating relates of SalesForce.com software and system administration focusing on Service cloud.

Attending weekly calls with Salesforce MCS team for the status of the issues raised with them.

Creation of new report types and report folders.

Customized Reports to track usage for productivity and performance of contact centers and their service teams.

Created a complete file upload utility in Lightning, Apex classes and SOQL so that users can attach files in the form and upload them to Salesforce case record.

Document and review Technical design documents (TDD) and tests results.

Involved with Salesforce.com Premier Support and handled the support cases with the help Salesforce.com support.

Worked on integrations using REST and Web services.

Uploading the Supplier Accounts, Supplier contacts and data cleansing using data loader.

Extract the data from Salesforce using data loader/workbench for various management reporting needs.

Created new case records automatically by enabling triggers to process incoming service e-mail requests from customers.

Environment: Saleforce.com platform, Apex Language, Visual Force Pages, Visual Force Components & Controllers, Email Services, App Exchange Data Loader, Import Wizard, Data Migration.

Client: National Cooperative Bank, Arlington, VA Oct 2015 – Dec 2016

Role: SF Admin

Responsibilities:

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

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

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 CSV files.

Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and groups.

Working with Operations Manager and users to determine business requirements, provide administrative support and design /implement solutions in Salesforce.com CRM.

Defining Custom Formulas and creating Validation Rules to suit the needs of the data model and ensure data quality.

Prepared various test cases to test the functionality of the code in accordance to the governor’s limits.

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.

Environment: Salesforce.com platform, Apex Script, Visual Force Pages, Controllers, CSS, Workflow Approvals, List Views, Email Templates, Custom Objects, Custom Tabs, Page Layouts, Email Services, Reports, Dashboards.

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