Agent Call Salesforce Developer

Shilpa Kalluru

******.*********@*****.*** 732-***-****

Salesforce Developer/Administrator

Application management • Quality Assurance • Software Development

I’m having 4+ years of information technology experience comes from various business domains, Health care, Financial and digital marketing. I’m a Growth-oriented and seasoned Salesforce Professional acknowledged for a well-defined understanding of the Salesforce scalable solutions and customizations. Exceptional proficiency with Salesforce OOB implementations, integrations, APEX, LWC and Org maintenance. Experienced in managing Salesforce applications/orgs, development, testing, and implementation. Uncompromising ethics and transparent communications underpin business-focused value propositions that leverage competitive advantage via top-quality service..

Signature Strengths:

Clients Relations •Strategic Planning • Data Analysis/Migration •Team Collaboration •Root Cause Analysis •Consultancy Services• Salesforce Development •OOB• Security implementation• Business Analysis • Agile Methodologies• Requirement Gathering• Sales, Service Cloud and Health cloud

Technical Acumen

Salesforce: Sales,Service and Cloud, Apttus CLM, LWC, lightning/Aura components, Apex Classes, Visualforce Pages, Triggers, Asynchronous Apex, Integrations, SOQL, SOSL, Platform events, Process builders, Lightning flows, Workflow Rules, Approval Rules, Assignment rules, Reports and Dashboards, AppExchange, Data Migration, Components,Force.com and extensive processing data using Apex Batch Classes, Sharing Rules, Service Console, Live Agent Setup, Salesforce Administration, OMNI channel, Einstein chatbots, Platform shield encryption, OMNI Studio

Tools and Process: AutoRabbit, Azure, JIRA,Copado, GIT, Dataloader, Agile, Scrum, Jira, VS CODE, Apptus CLM, Conga, Drawloop

Education

Bachelors of Business Management from Bangalore University, 2011

Certification(S)

Salesforce Certified Administrator - 22821039

Salesforce Certified Advanced Admin - 22916079

Professional Experience

Client

Humana Inc

Project Title

ECOM & Care Management

Role

Salesforce Developer

Overview

ECOM platform applications are built using Salesforce using Sales, Service, and Health cloud applications to provide best-in-class member services. The platform offers Member 360 view to provide world-class consumer experiences, diagnosis and procedure code authorizations services for clinicians, providers and internal team in member 360 view to better assist and provide service.

Notable achievements

Worked with the Stakeholders and with the team and performed a detailed analysis of business and technical requirements, and implemented the solution by using OOB and customizations

Implementing LWC components, flows, Integration procedures, Flex cards, Document generation

Prepared and implemented Persona mapping sheet for the business users based on roles

Built manager and non-manager users reports and dashboards

Implemented member authorization process and tasks creation process.

Co-ordinate with business testing team, Training team, and DevOps team to ensure smooth deployments

Handled IT and business validations during the production releases

Involved in end-to-end testing and configuration enhancements using out-of-the-box and customizations using the Force.com platform

Provided ongoing Salesforce maintenance and administration services, including periodic data cleansing, custom objects, and workflow.

Implemented external system integrations using Composite, Externa data objects and custom callouts

Interacted Worked with Stakeholders and various divisions of Business using Agile methodology to gather and document requirements for CRM Implementation.

Involved and worked with the ETL team in planning, preparing, validating, loading and testing the data migration from legacy system to Salesforce.

Designed and deployed Custom objects, Entity-Relationship data model, validation rules, Page layouts, Custom tabs, and Components to suit application needs

Technical Skills & Tools

Visual Studio code, Salesforce.com out of box functionalities, Apex Classes, LWC components, Aura components, Visual Force Pages for experience cloud, Data Loader, Lightning Flows, Integrations, Validation Rules, OMNI Studio, Sharing rules, Reports, Standard & Custom Objects, Tabs, Email Templates, Roles, Profiles, HTML, Azure

Duration

04/2020 – till date

Location

Allen, TX

Project 2:

Client

CareFirst, MD

Project Title

CX360

Role

Salesforce Administrator / Developer

Overview

Conceptualized and established a CX360 application solution designed for providing oversight in streamlining administration, call centers, and sales operations for members while offering superb and best-in-class consumer experiences using Salesforce Sales and Service cloud applications. Ensured that the solution equips both call centers and sales teams with solid expertise in navigating customer relationships.

Notable achievements

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

Primarily involved in developing prototype of OMNI channel capabilities and implemented queue-based routing implementation

Reviewing the test cases provided by the QA team, and providing feedback, created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization.

Built call scripts using lightning flows to automate the agent call processes.

Created a POC on using different CTI Adopters

Migrating the campaign members data and associate with campaigns.

Involved in Design and development of Workflows rules, triggers, validation rules and other customizations with Salesforce

Automated records ownership assignment process and Queue assignment process

Developed and managed the execution of the Change Management strategy, plan and approach for a major Salesforce.com release as well as release focused on integration of Salesforce

Create reusable LWC components and trigger frame work

Good experience in Salesforce.com Configuration of roles, profiles, user accounts, implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.

Conducted administrative duties which include working with C- level executives, system administrators, and end users to gather their business requirements then developing customized solutions to meet their needs

Technical Skills & Tools

Jira, APEX, Visual force, Webservices, Mulesoft, Force.com IDE, Integration, Triggers, Work flow rules,Process builders, Validation rules, XML, WSDL, SOQL, Custom components, Reporting. Data Management, Test classes, Deployments

Duration

05/2018 – 02/2020

Location

Chicago, IL

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