Customer Service Salesforce Admin

Jyothi J

*****************@*****.***

Ph: +1-469-***-****

Plano, TX

https://trailblazer.me/id/jreddy255

Permanent Resident/Green Card - Authorized to work anywhere in USA

Professional Experience:

Overall experience 5+ years, 2.5 yr. of salesforce Administration and Development experience in Salesforce CRM in Sales Cloud

Expertise in developing Salesforce Lightning Apps, Components, Controllers and Events.

Experience using Salesforce.com Administration, Creating Roles, profiles, Page layouts.

Experience in developing Visual force pages and Custom Objects using Apex Programming on Force.com Platform.

Added Lightning Component to Lighting Pages and Record Pages. Have worked on Apex classes, Visualforce Pages, Controller classes and Apex Triggers for various functional needs in the application.

Expertise in Data Migration from Traditional Applications to Salesforce using Import Wizard and Data Loader Utility.

Experience in customization, configuration, Eclipse IDE, Apex, Visualforce pages.

Hands-on experience with development tools like Force.com IDE, Force.com Explorer.

Worked with the financial service cloud to integrate the business model and to increase the productivity.

Understand Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of Commerce Cloud product issues.

Closely worked with Salesforce.com consultants for implementing the business solutions for their client requirements, using CPQ.

Interacted with Customers in requirements gathering, brainstorming sessions, preparing, BRD, Technical Solution Design (TSD) for Salesforce.com implementations.

Delivering service everywhere through Field service lightning, Omni Routing, Social Customer Service.

Configured various channels such as Voice (IVR call flow setup), Chat, Email, and SMS integration with Salesforce CRM application.

Experience on User management, Roles & profiles creation, Record Types, Workflows, process builder and importing data like leads, contacts and other data

Experience in maintaining the CRM systems including updates, enhancements, building reports, managing dashboards, workflows, and security set up

Certifications:

1.Salesforce Certified Administrator

2.Salesforce Certified Platform Developer I

Education:

1.Bachelor of Commerce from Bangalore University, Karnataka, India

2.ICWAI (ICAI), foundation from: The Institute of Cost Accountants of India

Work Experience:

Worked at

Title

Experience

AS3K IT Services, USA

Salesforce Consultant

1.5 yrs.

Sigma Soft InfoTech pvt Ltd., India

Salesforce Consultant

1 yr.

ING Vysya Life insurance pvt Ltd, India

Sales Advisor

3 yrs.

Career Summary:

Client: Cisco

Duration: Feb 2021 – Sept 2022

Key Responsibilities:

Working as Salesforce CRM Administrator for Cisco

Worked on salesforce admin activities like user on boarding, contact center setup along with roles profiles, permission sets, Approval process, queues for agents working at different geographical locations, Queues, assignment rules.

Customizing the applications on Sales force platform - Created Custom Apps, Profiles, Applying Sharing Rules, Handling Page Layouts, Related List and defining Field Dependencies, custom buttons, Validation Rules, workflows, Process Builder, approval processes and Record Types.

Apex Triggers for various functional based on the business requirements.

Involved in Unit Testing and Test Coverage for Classes, Controllers, and triggers.

Interaction with clients to understand the business applications, business data flow and deliver the needed service.

Project Experience

NGCC (Next Generation Contact Centre) is cloud-based application built over salesforce. NGCC has multiple upstream application systems like MDUT, MODS, ELOQUA.

Data from above sources are loaded into NGCC via Informatica jobs whereas data from ELOQUA inserted into NGCC via ELOUA app cloud services. Here data refers to contact details. When any customer is interested in buying any products business categorize such customers as lead candidates. This lead candidates are captured and loaded to NGCC. we have two processes Pre-Sales (Prospect, Qualified Prospect record types) and post-Sales (eLeads, closed record types) separated by Record Types.

Once the lead candidate’s information reach to NGCC. The auto assignment batch apex job will run every half an hour and assigns the leads candidates to respective Agents automatically based on country using mapping object. Based on theatre (APJ/EMEAR/Americas/GC) campaign details would be populated in lead UI and Users details would be populated using apex triggers and workflows field updates, workflow email alerts, workflow tasks. Agents will reach out to lead candidates through mobile/email and make the lead Marketing Qualified if customer is ready to buy the product by answering standard Q&A’s and submit for Site manager approval. else Marketing Unqualified and close the record.

Client: XL Global Services

Duration: Feb 2020 – Jan 2021

Key Responsibilities

Worked in support project in handling the tickets of the customer related issues.

Created Custom Objects & fields, Workflows, process builder in salesforce to address new business requirements.

Used Apex Data loader to upload the records sales force objects.

Created Apex Trigger based on the business requirements and involved in Testing of triggers.

Project Experience

XL Global Services Inc is a leading provider of insurance and reinsurance coverage, innovative risk management and financial solutions. As part of providing financial solutions, XL Global Services Inc generates various reports for presenting a comprehensive Credit and Risk analysis for its customers.

This project was designed to develop and maintain customers Credit and Risk information within salesforce.

Once the customer information reaches salesforce objects reports related to Credit and Risk information was made available to the customers.

Employer: ING Vysya Life insurance pvt Ltd

Duration: Feb 2014 – Jan 2017

Key Responsibilities

As a financial advisor, an insurance advisor provides financial advice to clients on retirement planning, investing, and protecting against risks. Insurance advisors complete a financial needs analysis with clients, which includes assets and liabilities, tax status, existing insurance, and risk analysis

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