Call Center Salesforce Administrator

NJ Premnaath ********@*****.***

PROFESSIONAL SUMMARY:

Over 17+ years of diversified professional in Information Technology including 7 years of salesforce architecture in designing, developing, and deploying Salesforce applications.

Proven ability to deliver complex solutions in Administration, Configuration, and Customization of the salesforce Lightning ecosystem.

Led the design and implementation of Salesforce solutions across Sales cloud, Service cloud (Field Service Lightning), Marketing Cloud, and Community Cloud.

Specialist in digitalized cloud platform transformation and Data Migration from legacy to salesforce ecosystem with Lightning components.

Specialist in salesforce lightning UI, building components, design standards, and custom flex home, app, and records pages.

Expertise in Configuring Work Orders, Service Appointments, Service Resources, Territories, Service Rules, and Objectives in support of Field Service business processes using FSL.

Expertise in designing, developing, and implementing salesforce Lightning web components (LWC), Visualforce Pages, Aura, Apex Class, Triggers, Standard, and Custom Controller.

Expertise in CRM Integration and deploying custom CLI integration solutions with other applications like SAP, Mainframe, and BI via real-time and batch processes (sync/async).

Designed and implemented digital multiple front-to-back complex Salesforce enterprise applications in B2B and B2C E-commerce integrations such as OMS and ERP.

Good in Salesforce with OMS configuration, customization, extension, fulfillment, shipping, payment capture, invoicing, and servicing for integrated and customizable business processes.

Expertise in case management, web-to-lead, web-to-case, and email-to-case using the service cloud.

Installed Salesforce AppExchange Apps and configured and maintained user security permissions in compliance with organizational needs.

Developed marketing Cloud integrated solutions for customer journey management, email studio, mobile and social advertising, web personalization, and content creation for B2B.

Expertise in integration development RESTAPIs, SOAPAPIs, Metadata APIs, and Web services Calls.

Expertise in using Copado for deploying the code from Sandbox to production.

Strong knowledge in Jenkins, and deployment in CI/CD using SFDX GitHub Copado and Ant.

Expertise in Salesforce Security model (Object, Field & Record level) using Profiles, Roles & Sharing Model settings.

Achieved Field service lightning (FSL) to manage mobile app workforce, scheduling tasks, contracts, and optimization from a managed package.

Expertise in designing Community Cloud functionality communities and their ability to engage customers at scale and best practices.

Support many facets of marketing including multi-channel campaign execution, dynamic customer journeys (Delta and AA Clients), pre-and post-campaign analytics including audience building and segmentation, social media engagement and advertising, and data.

Expertise in ITIL Service Operations Incident, Problem & Change Management including monitoring servers, scheduled batch, hotfix, ad-hoc requests, analyzing, tracking, and mitigating Project Risks.

Expertise in designing a complex solution using UML for integration, security, and custom development, demonstrating with tech teams, managers, and clients in all stages of the SDLC.

TECHNICAL SKILLS:

Salesforce Technologies: Salesforce SFA, Apex Classes, Apex Triggers, SOQL, SOSL, Visual Force

(Pages, Components & Controllers), Web Services, AJAX, Workflow & Approvals, Data Loader, Dashboard, Reports, JAVA -SDK, Custom Objects, Force.com (Sandbox and Prod), Maven, Rest & Soap API,

Eclipse IDE Plug-in, Case Management Automation, POSTMAN, AZURE, GIT, and Copado.

Special Tools: Azure Dev-Ops, JIRA, Service Now, Move IT, Opswise, GitHub, SM7, HP-ALM, Nintex, UI,

Selenium, VBScript, Visual Studio, MuleSoft, MS Project & Visio, Talend, Informatica, and Data stage.

Database: DB2, Microsoft SQL Server, Oracle 11g, MySQL, PL/SQL

Ops System: Windows 10/XP/2003/2007, UNIX and IBM Mainframe (OS390, Z/0S)

Mainframes: JCL, Cobol, VSAM, Change man, Easytrive, QMF, Spufi Endeavour, Expeditor, and File-aid.

Methodologies: Agile-Scrum, SDLC, and Waterfall methodologies

Domains: Retail, Insurance, Credit Card – Banking, and Automotive

EDUCATION AND ACCOMPLISHMENT:

Completed Bachelor of Engineering in the specialization of Electrical and Electronics Engineering, University of Madras, Chennai (1996-2000).

Active Salesforce Platform Developer 1 (PD1) credentials (***********@*****.***).

Active Salesforce administrator (SCA) credentials (***********@*****.***).

Certified Agile SAFe 5 Advanced Scrum Master (5.0)

Completed ITIL Certification.

PROFESSIONAL WORK HISTORY:

Candidate Recruiting and Onboarding Journey Reimagination Program 01/2022 – Present

Salesforce Tech Lead

Allstate Insurance, Nuvento.Inc – USA

A candidate who becomes an agent can start registration in the candidate portal. A recruiter does a pre-screen of the candidate’s details and generates appropriate job requirement based on his experience, qualification, and location, and send the link to complete the assessment. Candidate Portal sends out an email to the Candidate sharing his assessment score. Salesforce integrates with various applications like interview status, upload documents, BGV, and onboarding.

Design, develop, and configure customized solutions to Salesforce community sites using the full Salesforce toolset LWC, custom objects and fields, validation rules, workflows, Apex, triggers, profiles, and security settings.

Fit gap analysis for ERP HR handling system with Salesforce Community Cloud capabilities within Omni channel framework.

UI/UX Design, Journey Mapping, Content Management, eCommerce, Marketing Automation, Salesforce CRM, Service & API Development, Cloud Deployments & Migrations, and supporting applications.

Redesign/Build each webpage’s front-end look and feel using lightning web components + front-end HTML / CSS / JavaScript for validation and VF components are desired as well.

Design and develop the shift scheduling application to organize the occupancy model of their worksites and visualize relationships among employees as shifts change.

Create a Connected App in Salesforce to Prepare VS Code for Executing Java Program.

Conducts systems architecture assessments of new and existing infrastructure and software.

Configure service cloud to handle case management, Email to case routing, and sharing settings in a queue-based model.

Configured Copado to enable faster, error-free release, with continuous integration and delivery CI/CD technology.

Deployed code using Copado to the next environments and used the back promotion feature.

Build Sitemaps, Wireframes, Prototypes, and UX specifications that clearly articulate site/application structure and organization.

Maintain all UX/UI Templates, documentation, assets, personas, design mockups, user flows, prototypes, navigational maps, and experience documentation for assigned products.

Strong design skills, including the creation of UI layouts, information design, application design, and typography.

Develop a flexible data integration, reporting, analysis, and optimization for a marketing data platform that features multiple solutions for improving business needs.

Implemented the financial service cloud (FSC) to access actionable client insights and deliver personalized advice to banks to create a unified experience.

Create and enable live agent configuration setup as per the customer’s needs.

Design A CDP that includes a customer database, marketing automation, multichannel campaign management, and real-time interaction management.

Install a financial cloud-managed package to build brand managers and retail bankers complete visibility into customers, deposits, leads, referrals, and branch activity.

Develops tactical plans to address short-term deficiencies in the current infrastructure.

Develop/translate/review the requirements into technical design documents to ensure consistency, accuracy, and compliance with technology directions.

Developed and maintained large volumes of deadline-driven email campaigns and asset management of email channel calendar and direct email.

Develop the e-signature solution to extend the financial functionality of sales and service cloud.

Configured and designed SFMC email studio and builders using journey builder.

Implement communication channels to provide marketing solutions for agents to update their status to the policy holders such as email and SMS notifications periodically.

Design and develop CPQ quoting, product configuration, and pricing by building the apex class to load the CPQ configurators to configure the CPQ.

Adding product at individual SKU level with other family products with many dependent components.

Build the discounting logic and reduce the complexity of the existing process using pricing rules.

Simplify the quoting process and help the sales team to sell and configure the product.

Implemented CPQ (Configure Price Quote) solution and contract Management used to configure prices and quotes to improve the sales and organization based on regional prices.

Managed CPQ process from both SFDC opportunity and excel.

Configure Product setup, approval matrices, approval rules, process builders, and flows mapped with CPQ-related custom objects in salesforce.

Migrate and update lapsed policies data and metadata between the Orgs using copado.

Implemented SFCC platform technology and API to manipulate data integrating with external services.

Created job processing data in commerce cloud storefront reference architecture (SFRA), ISML templates, and JS, HTML, and CSSS on the storefront.

Interfaces directly with Sales/business units and IT teams to analyze and resolve technical issues.

Identify, Enable, and modify community template and theme based on design criteria.

Department of Social Services, Hartford-CT, Nuvento.Inc - USA Salesforce Tech Lead

Supplemental Nutrition Assistance Program (SNAP) 06/2021 – 01/2022

SNAP is a federal program that helps low-income people buy the food needed for good health administered by the State of Connecticut Department of Social Services (DSS). It is designed to respond to skills-based short-term vocational programs at community colleges, community-based organizations, and SNAP recipients to gain skills, increase self-sufficiency, and be job-driven. The Supplemental Nutrition Assistance Program (SNAP) is the cornerstone of the Nation’s nutrition safety net and an investment.

Improved Salesforce Platform worked on their B2B Private Support Portal through implementations and maintenance of the community portals.

Created custom reports and dashboards and related workflows for Salesforce Community and maintain user accounts using share Groups to Share Records Owned by High Volume Community Users by Set Up Sharing Sets.

Created Workplace Strategy Planner for the Organizations that use the application to make data-driven decisions about

Design and develop the shift scheduling application to organize the occupancy model of their worksites and visualize relationships among employees as shifts change.

Manage work.com application to design, implement, and enforce plans and policies for limiting the number of people on-premises.

Developed a Contact tracing application that enables organizations to track health-related interactions like collecting data from staff.

Set up and configure the Salesforce Community, including Workspaces, Builder, Moderation, Groups, Registration, Personalization, Permission Sets, etc.

Set up Salesforce’s security settings, including roles, profiles, sharing rules, and workflows.

Contribute to training for the customer in recorded sessions on both managing and administering the community.

Developed UX/UI / LWC Front End UI Commercial Enterprise Development / Design.

Created detailed wireframes and visual designs, combining web technologies (UI/UX, LWC, JavaScript, HTML5)

Adjusted current wireframe to reflect UI/UX standards by researching and strategizing and launching the UX and other web applications.

Troubleshoot and escalate issues related to the implementation of the community using DevOps.

Translate business requirements into detailed technical specifications and perform the build activities to deliver a solution from the design stage to a functional application.

Maximize the value and decide on Salesforce-built vs custom-built solutions.

Coach and mentor peers and emerging members of the team and participate in code reviews to ensure development quality.

Must have historical and proven knowledge and practical application of Visualforce, APEX programming, Force.com APIs, lightning, and Web Services.

creating a robust role structure to apply and govern access to data within the application.

creating and modifying objects and fields to gather data related to the agency's legislative tracking.

Conduct research into clients’ use of Salesforce, producing a report of findings with recommended steps and a roadmap for Salesforce solutions.

Develop an architectural approach to meet key business objectives and workstream planning.

Collaborate with colleagues and customers to create prototypes and proofs of concept as a means of eliciting and defining requirements.

multiple complex deployments involving MuleSoft and manage securing and managing APIs via MuleSoft API Manager

Deployed Copado for Version Control & Branch Management metadata using OAuth for CI/CD.

Implemented Copado to Automated Metadata backups, Apex testing of all the Salesforce org, Webhook API & CLI, Compare & Deploy Org Metadata Differences.

Groom and refine the Salesforce product backlog, in liaison with stakeholders and Salesforce SMEs on the project.

Implemented complex Salesforce DevOps architectures using industry-standard with Copado.

Ensure illustrate designs with appropriate justifications, success, and acceptance criteria are defined for each story owned and other affiliated solutions for Sales, Service, and platform solutions.

collaborate with development and operations teams, build applications, and deploy them in each period using DevOps Azure.

Supervise the configuration, quality assurance, testing, and deployment of Salesforce.

PepsiCo Inc, Plano-TX, TCS-USA Salesforce Tech Lead

Sales Transformation Integration-Frito Lay North America (FLNA) 03/2020 – 06/2021

PepsiCo, Inc. is American multinational food, snack, and beverage corporation headquartered in Purchase, New York. FLNA CRM is a group of applications that includes a Sales hub (verifying User Provisioning), Nintex workflow (Contract execution) and Visit Plan (customer/account/task) Integrate with SF that supports Auto assignments of Roles/Profiles through IDM and across all the applications. It enables Frontline to stay connected to customers, streamline processes, and improve profitability.

Developed Salesforce Lightning Apps, Components, server-side controllers, handlers, and events in the existing organization.

Configured live web chat by creating visual force pages in corporate with pre-chat form.

Configure the brand chat widget and enable offline form submission.

Building Lightning Components using aura framework and SLDS (SLDS) and embedding these in VF pages by using the new Lightning Out feature by event-driven programming.

Configured the app enables Pepsico's front-line users to make track and monitor till resolving IT service requests.

Worked on the latest web technologies, web accessibility, designing for an international audience, and UX Design Principles and built reusable UI/UX components with a lightning framework.

Enabled Aura Framework, Aura Attributes, and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.

Manage work.com application to design, implement, and enforce plans and policies for limiting the number of people on-premises.

Develop products on the Force.com platform using Apex, Visualforce, and responsive User Interactive apps using Salesforce Lightning for B2B customers.

Developed and Customized the Reports and Dashboards using Einstein Analytics to track usage for productivity and performance of business centers and their sales teams.

Created Custom and Standard Controllers in Visual Force and modified Visualforce pages to be supported in Lightning mode, and its features.

Configuring the store, including creating new page layouts and platform changes.

Configuring the profiles and permissions for all the users accessing Salesforce B2B Commerce for Lightning Experience.

Creating and mapping product catalogs, price books to the store, reports, and dashboards to keep on top of all the metrics in B2B Commerce.

Created FSL customized app with major lightning components (LWC) for 10000 front-line users.

Utilized the Lightning App Builder to build the Lightning Pages in the Field service application using the FSL (Field Service lightning) for contract, task, and time management.

Managed Test classes for all the Apex classes and Triggers with a minimum of 92% code coverage.

Manage Salesforce application design through the various systems development life cycle stages from business need through design and delivery.

Established a consistent and automated way to build, package, and test applications by using the CI Continues Integration process.

Created a use case in UML for developing and documenting a system in an object-oriented manner.

Developed continuous Integration process with upstream (SAP, RMS) and downstream (Informatica, MF) applications, LWC, Single Sign-on SharePoint portals, with GitHub and Salesforce DX.

Used field-level security along with page layouts in Lightning to manage access to certain fields.

Triggered interface events by user interactions, which includes Lightning Component framework, and was involved in Web services development with Salesforce API (REST).

Created UML landscape for specifying, visualizing, constructing, and documenting the artifacts of Salesforce and MuleSoft Integration with other systems.

Worked on Queues, Public-groups, Email - case assignments based on queues, and web-case as per client requirements on classic email templates with merge fields for the various scenarios.

Worked on Salesforce Community cloud-like how to engage with employees, customers, and partners and implemented and configure the SFCC using controllers and pipelines.

Global web properties with multiple sites locals, and currencies in the sales cloud and service cloud.

Worked with API, ETL, implementation solution team, existing legacy, and Integration architecture team and come up with solution alignment with these various teams.

Worked/Created numerous lightning components and various Gantt charts using the components.

Integration of Sales/Marketing Cloud with other Enterprise, home-grown, and downstream applications using Talend, MuleSoft, Informatica, and Salesforce Data loader.

Designed and developed a Data Model including the creation of Custom Staging objects, Custom fields, and implemented new User Sharing rules.

Lands ‘End, Inc. Dodgeville-WI, TCS-USA Salesforce Technical Lead Customer Order Management System (COMS) 06/2018 – 03/2020

Lands' End is an American clothing and home decor retailer founded in 1963 and based in Dodgeville, Wisconsin. The customer Order Management System (COMS) application is to Develop, Enhance and Support the business systems –Planning and forecasting, Marketing, Vendor/Inventory/Purchase order management, and maintenance of the enterprise data warehouse. CRM implementation for Lands' End Business to enable the call center representatives and the business to sell smarter and faster.

Implementation experience on LWC Using Visual Studio Code, Authorize Dev Hub, and Creating Scratch Orgs by LDS in both LWC and Aura Components.

Working knowledge of LWC (Lightning Web Components), Events, Aura Pub-Sub Model, Component Life Cycle, Using Public Properties, Usage of Apex Classes with Wire methods, and imperative Calls.

Developed alert messages by using workflows in the sales cloud to Track orders from purchase to delivery and Forecast stock levels to prevent out-of-stock issues.

Implement Salesforce OMS data model and OOTB capabilities, including product types, pricing, accounts & contacts, order templates, cart & checkout, order history, and common integration.

Develops, modifies, and distributes standard and ad hoc management reports/dashboards to better understand the overall business and/or unit.

Developed CRM applications based on Client-Server Architecture using a different framework.

Developed and implemented Salesforce Lightning components using the Aura framework.

Configured, assigned, and customized Dispatcher Console, tabs, page layouts, record types, list views, Permission Sets, and Mobile app with brand new Field Service Lightning MVP.

Designing and Configuring automation like Process Builder, Approvals, Workflows, apex, custom labels, custom settings, profiles, and permission sets in the sales and service cloud.

Production Support, including deployment and migration activities from Development through to Production with Frequent formal and informal client interaction.

Created Sharing rules for user groups and day-to-day permission to the users and support issues.

Pushing application components to their appropriate services, such as web servers, API services, and database services by using CI/CD tools Azure and Copado.

Built out a sale in a commercial business environment (B2B) with a cloud-based commerce platform that empowers brands to create intelligent, unified buying experiences across all channels.

Implements Salesforce projects in the Hybris Integration platform, community cloud, B2B marketing cloud, and e-commerce.

Designed Connected Apps, various Reports, and Folders for different user profiles and processes to continuously monitor data quality and integrity based on the organization’s needs.

Used Rest Web services to flow the Data from Salesforce to Connected App and vice-versa.

Design the Scenarios for switching between salesforce classic and the Lightning Experience.

Manage QA refresh, Patches, SF releases, and enhancement project releases made to the live site.

Manage each enhancement and maintenance task with financial force through salesforce Glovia.

Developed Tax, Invoices for sales order processing in the Financial Force community.

Worked with Dynamic Apex to access S-Objects and field describe information, execute dynamic SOQL, SOSL, and DML query for data manipulation using Force.com explorer.

Designed and developed the Core Engine to initiate Batch Apex Classes and process data.

Generated Apex Classes using WSDL metadata API to create Sharing rules programmatically.

Had overall implementation of resulting solutions, including coordinating custom development work when needed (full SDLC) related to CPQ, and similar Salesforce functionality.

Manage all aspects of projects, client communications, Delivery, training, and documentation.

Worked on APIs, Profiles, & Security models and configuring test instances for internal Sandboxes.

Lands ‘End, Dodgeville-WI, TCS-USA Salesforce Developer/Administrator

Compass Integration Services (ERP), Salesforce 09/2015 – 06/2018

Creating Salesforce custom objects, page layouts, list views, and fields as per business requirements.

Customizing shipping schedules and complex order fulfillment using third-party logistics (3PL).

Creating and modifying the scheduling reports and dashboards and providing valid access to users.

Manage all-new user set-ups and deactivation including transferring ownership of Accounts/contacts.

Designed, Implemented, and supported Salesforce integration with third-party computer-telephony (CTI) systems application using CTI adapters for the enterprise Contact Center.

Performed mass import/export of data (standard/custom) objects using Data Import wizard and DL.

Execute all Configuration changes, perform new release evaluations with Business Owners, and execute new functionality rollouts in the sales cloud.

Implemented Salesforce Marketing Cloud, configuration, data migration, and working with Marketing Cloud Connect, and other Integrations.

Design and delivery of solutions in Email Studio Design and implementation, for automated email/mobile journeys using Email Studio, Mobile Studio, Automation Studio, and Journey Builder.

Developed digital marketing KPIs, such as email marketing, PPC, and other marketing conversion metrics, reporting and analyzing email activity using Email Studio reports and Journey Builder.

Migrated large amounts of data (Standard and custom objects) from legacy systems to Salesforce.

Realigning roles as per the Organization chart, territory realignment, and providing sharing rules.

Preparing deployment packages and disabling business users' access during system downtime.

Developing and maintaining documentation on sales cloud application configuration and help-related materials following user Policies.

Developing Salesforce Classic to Lightning migration including JavaScript buttons to Lightning Actions and Components, Visual force pages to Out of the box, and Analysis of Lightning Readiness report.

Optimizing Salesforce to support critical initiatives like territory and campaign management, lead qualification, assignment rules, pricing and contracting, quote to cash, and sales compensation.

Created the Gap analysis document, exported Schema, manual customizations including Record types, page layouts, sharing model, reviewed Ownership rules, and data migration.

JS Sainsbury’s, UK, TCS-India Mainframes – RMS, Service Delivery Lead

POS (Point of Sale) application enhancement 04/2015 – 09/2015

Sainsbury's is the second-largest chain of supermarkets in the UK. The project is to accept transaction data from POS and send the audited data to downstream systems. Import POS transaction data sent from the stores to the SA2 database. Validate data with user-defined audit rules that generate errors.

Led a cross-functional with eight technical teams in the implementation of a server-based, data-quality application and business teams frequently.

Developed technical team providing guidance, training, and oversight on multiple concurrent tasks.

Served as Mainframe liaison to business teams. Managed oversight of priority through delivery.

Developed complex segmentation logic, and ensured optimized capital reserves to offset loan risk ratings.

Presented proposals, concepts, and project information via MS Office products like Visio and PowerPoint.

Target Technology Services (TTS) USA, TCS-India Mainframes Tech Lead

Upper Distribution center (UDC) 01/2014 – 04/2015

This project provides the ability to reserve slow-moving items in a centralized center instead of holding them in distribution centers and stores. This UDC project helps to avoid unwanted inventory costs, and wastage of transportation costs enhanced to handle the forecasting of the entire Supply Chain, replenishment, and distribution for items that are going to be UDC legalized.

Developing enterprise business processes ahead of new technology requirements and Integrating management for the existing and new data center

Constant Interaction with Onsite counterparts regarding the changes and development activities.

Reviewing the code changes for other modules in the team, as part of the internal processes followed and conducting peer review and Internal inspection.

Allow systems to allocate and distribute the items at the right place at right time to eliminate inventory cost and transportation cost wastages.

H&M Hennes Mauritz AB (publ) Sweden, TCS-India Senior Developer - Mainframes

On M and e COM Integration 05/2012 – 01/2014

H & M is the retailer that has created an Order placement using Contact Center (Call Center), the Internet, and mobile. Split the operations into different streams based on the functionalities. All the online source orders are being stored and processed in the MF application called START includes financial processing of Customer Money, Order Delivery, and Updating the inventory in the Warehouse.

lead and mentored the team technically to prepare Regression and Integration test strategy, plan, and suite for Order Management using Contact Centre, Internet, and Mobile.

Requirement analyses prepare flow diagram of business areas about E2E, test plan, test suite, test execution for Integration, and Regression testing introduced for the first time across the account.

Validate Test results and log the defect in JIRA, facilitate project meetings with stack holders to update the status of Testing and Defect progress during every release.

Follow the Defect management process if defects occur in validation till the closure of the defect including retesting the same and Preparing a Preliminary Analysis Report (PAR) document.

Preparation of a Document of Understanding for every service area in English, as all the documentation available are in Swedish.

CVS Caremark-USA, TCS-India Mainframe Developer Supplier Number Expansion 06/2011 – 04/2012 The Project involves the expansion of the Supplier variable which is running out of space to accommodate new values or suppliers. Suppliers are identified as Corp-1 or Corp-2 Suppliers based on a 1-byte Corp code field. While Corp-2 Suppliers can take alphanumeric values, Corp-1 Suppliers are numeric fields and so can hold only a maximum of 9999 Suppliers.

Analyzing the Requirements obtained from the client and estimating the time required to incorporate the requirement in the system.

Worked on 70 applications, made changes and implemented more than 1000 elements.

Preparing the Impact Analysis Documents stating the code changes and the location of the Code

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