Call Center Salesforce Administrator

Susheela Gopisetty

SalesForce Administrator

Email: advpa5@r.postjobfree.com

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

Professional Summary:

Over 3 years of IT experience in Salesforce.com CRM Platform Hands on Experience in implementation and customization of Salesforce.com. Salesforce Certified Administrator(201)

Profound knowledge in using Lightning components and Lightning Builder for Salesforce1.

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

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

Strong knowledge in Salesforce Customization, Workflow approvals, Data validation, Sales, Marketing, Customer Service and support Administration.

Strong understanding of CRM business processes for automation, Sales Cloud, Service Cloud, chatter and App-exchange.

Experience in development, administration, configuration, Implementation, and Support of Salesforce CRM, and Salesforce applications based on Apex Language and leveraging Force.com Platform -- world’s first commercial Software as a Service (SAAS) application running in Cloud Computing Environment.

Sound understanding of SOQL and SOSL for Querying and Searching Data for Force.com platform.

Worked on developing UI components using Visualforce Pages/Components, Apex Controllers, HTML

Assisted with Release management notes and creating changesets tickets to prod and UAT and making changeset in confluence.

Explicitly worked on custom objects, custom fields, Pick-lists, page layouts, Workflow Alerts and Actions, Approval Process, Validation Rules.

Experience with data migration and updates through the tool App Exchange Data Loader in Salesforce.com.

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

Sound understanding of SOQL and SOSL for Querying and Searching Data for Force.com platform.

Experience in working with Agile/Scrum environment, Iterative, Waterfall software development methodologies.

Excellent team player, self-motivated, quick learner with good communication skills and trouble-shooting capabilities.

Technical Skills:

Salesforce Technologies

Apex Language, Apex Scheduler, Apex Triggers, Apex Classes, SOQL, SOSL, Visualforce Pages, Apex Web Services, Force.com Eclipse IDE Plug-in, Workflow & Approvals, Dashboards, Reports, Change sets, ANT, Analytic Snapshots, Custom Objects, Lightning components, Lightning Flows, Lightning Pages, Lightning App Builder, Apttus CPQ

SFDC Tools

Force.com Eclipse IDE, Plug-in, Force.com Explorer, Force.com Excel Connector, Force.com Platform (Sandbox and Production) Exact target, Sales cloud, Service Cloud, Marketing Cloud.

Professional Experience:

Client: Penn National Insurance, Harrisburg, PA Oct 2019 – Jan 2021

Role: SalesForce Admin

Responsibilities:

Upgraded Apps from Salesforce Classic to Lightning Experience to develop rich user interface and better interaction of pages.

Leveraged APEX Controller to make a call for external requests to retrieve data from various API’s and displayed them on to the component.

Implemented Salesforce Development Cycle covering Sales Cloud, Service Cloud, & App-exchange applications.

Worked on Lighting web components (LWC).

Developed Apex triggers, classes to achieve user’s desired functionality and have written the dependent test classes.

Setting up Service Cloud Console, Cases (Web to case, email to case), Solutions, Case Assignment, and CTI Interfaces.

Worked on Reports and Dashboards in Salesforce Classic and Salesforce Lightning.

Designed and deployed Custom tabs, validation rules, and Approval Processes for automating business logic.

Used Marketing Cloud Connect functionality to use the collected data across the Salesforce clouds: marketing, Sales, Service and community clouds to build one to one relationship with the customers.

Retrieved some data and its functionality from Third-Party API's and displayed within the lightning component.

Created multiple Lightning Components, added CSS and Design Parameters that makes the Lightning component look and feel better.

Created workflow rules and defined related tasks, email alerts, and field updates.

Environment: SFDC, Apex, Data Loader, Force.com, Lightning Web Components, Import Wizard, Triggers, Components, Controllers, Workflow, Validation Rules, Reports, Report Types, Custom Objects, Tabs, Email Services, Eclipse IDE Plug-in, API, Marketing Cloud, Sandbox data loading.

Client: Carhartt, Dearborn, MI May 2018 – Sep 2019

Role: SalesForce Admin

Responsibilities:

Developed the Apex classes, Triggers and Visualforce pages with required UI designs.

Involved in Salesforce.com Service Cloud development, customizing the UI, including creation of Custom objects, Page layouts, Custom tabs, Validations to suit different business users groups.

Worked on Salesforce.com application to setup activities and customized it to match the functional needs of the organization.

Developed various Visualforce Pages, Apex Triggers to include extra functionality and wrote Apex Classes and Controller to provide functionality to the visual pages.

Wrote Apex code to convert lead to a contact and associate the contacts with accounts.

Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) 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 need in the organization.

Used SOQL & SOSL for data manipulation needs of the application using platform database objects.

Implemented Salesforce Development Cycle covering Sales Cloud, Service Cloud, Call Center, Chatter & App-exchange applications.

Extensively worked on integrating REST API using callouts framework in SFDC

Developed Reports and Dashboards for various business users on Opportunity, Cases and Accounts.

Refactoring of code to fix the existing issues in the sequence of operations on real-time.

Worked on Agile and Scrum methodology for Salesforce custom app implementation.

Environment: Salesforce.com Service cloud, Apex Classes, Visualforce Pages, Controllers, Custom Objects, Custom Tabs, Workflow & Approvals, Reports, Eclipse IDE, WSDL and GitHub.

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