Call Center Salesforce Developer/Admin

KARRE SRINIVAS

Salesforce Developer

Phone: +1-302-***-****)

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

PROFESSIONAL SUMMARY:

Around 4+ years of experience in IT industry includes experience in Salesforce.com CRM Platform and experience

CCNA Certified

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

Hands on working experience in Role Hierarchy, Custom Profiles and public Groups creation and user management.

Extensive experience in analyzing organization processes, converting business workflows into exact Salesforce.com workflows and configuring Salesforce.com to meet business requirements.

Hands on Experience in creating Custom Objects, Custom fields, Page layouts, Custom Tabs, Reports and various other components as per the client and application requirements.

Extensive business knowledge and customization experience on various salesforce. comstandard objects like Accounts, Contacts, Opportunities, Products and Price books, Cases, Leads, Campaigns, Forecasting, Reports and Dashboards.

Experience in Creating Roles, Profiles, Email Templates, Page Layouts, Workflows, Workflow Actions and Approval Process.

Coordinated and transferred knowledge to the offshore team.

Experience in creating detailed process documentation and deployment process on issues for Future Follow ups.

Excellent Leadership and Interpersonal skills, Team player with ability to work effectively with all levels of organization and individually as well.

Experience working across various SFDC implementations covering Sales Cloud, Service Cloud, Call Center, Chatter App-exchange applications.

Designed various Custom Objects, Custom Fields, Page Layouts, Custom Tabsand Record Types as per the requirements.

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

Worked extensively on Salesforce.com standard objects like Accounts (Person and Business), Contacts, Opportunities, and Cases.

Experience in complex handling APTTUS - Configure, Quote and Contract management application

On hand experience in creating executive reports for clear visibility of contacts and activities.

Developed exception reports and applied logic to create different reports to capture all exceptions for management to deal with.

Helped management with aging reports to make process run faster and understand time duration in different stages.

Experience in creating bucketing and formula fields as requested to achieve desired reposts for management.

Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Email Services, Approvals Processes, Workflow Rules, Validation Rules, Reports, Dashboards, Tasks Events.

Extensive experience in data migration and integration using Data Loader and Informatica Tool.

Expertise in CRM business processes like Forecasting, Campaign Management, Lead Management, Pipeline Management, Account Management, and Case Management.

Experience in analyzing business requirements, entity relationships and converting to Salesforce custom objects, Lookup Relationships, Master-Detail Relationships.

Proficient in designing Custom Formula Fields, Roll up summary, Field Dependencies, Field Updates, and Email generation according to application requirements.

Knowledge of Apex Trigger, Apex Class, Apex Test Methods, Visualforce Pages, SOQL, SOSL, WebServices.

Well versed with functional, integration and back - end testing

Self-motivated in analyzing problems and performing root cause analysis, and reporting findings back to Customer Care and Tier 2

Subject Matter Expert and a go to person for multiple Salesforce projects and often trained other QA members for maintenance cycle, and provided support troubleshooting issues as needed

Proficient in Salesforce administrative tasks such as creating profiles, roles, users, page layouts, e-mail services, reports and dashboards.

Experience in creating Validation Rules, Work Flows and Approval Processes for automated alerts and field updates.

Proficient in data migration using Salesforce Data Loader.

Experience working on custom objects, custom fields, pick list, page layouts, validation rules, custom tabs, custom reports, report folders, report extractions to various formats, snapshots, dashboards, and email generation according to application requirements

Configured and maintained user security permissions according to organizational needs.

Involved in data-mapping and migration of data to SalesForce.com Objects and fields.

Integrated Salesforce for Outlook.

Experience in training the internal business users to use the SFDC application.

Excellent communication and inter-personal skills, technical documentation and reporting skills, accustomed to working in both large and small team environments.

Ability to effectively communicate technical issues and resolve problems at all levels of the organization both internally and externally.

An effective team player with excellent problem solving and interpersonal skills.

EDUCATION:

•Bachelor of Commerce from India (2012 - 2015)

•Master of Business Administration (MBA) (2015 - 2017)

•MSBA from Lewis University, Chicago, USA (2022 - present)

CERTIFICATIONS:

•Salesforce.com Certified Administrator.

•Salesforce.com Certified platform Developer 1.

•Salesforce.com Certified platform Developer 2.

•Certified Sales Cloud Consultant.

TECHNICAL SKILLS:

Salesforce Technologies

SalesForce.com, Force.com, Sales Cloud, Service Cloud, Community Cloud, Apex Language, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visual Force Pages/ Component, s-Control, Apex Web Services, Partner WSDL & Enterprise WSDL, Work Flow and Approvals, Dashboard, Analytic Snapshots.

Salesforce Tools

Force.com IDE (Eclipse), AJAX Tool Kit, Force.com API tools (Data Loader), Force.com Explorer, Force.com Platform

ETL Tools

Data Loader, Salesforce-to-Salesforce, Apex- Explorer, Informatica.

Languages

Apex, C/C++, Java, HTML, XML, CSS, AJAX.

Database

SQL Server 2008, Oracle, MySQL.

Web

HTML, XML, CSS, JSP, JavaScript, WSDL, SOAP.

Tools

MS Office, Adobe Photoshop, MS Excel, Silverlight, Eclipse IDE.

Web Servers

IBM WebSphere 4.x/5.x, Apache Web Server, Tomcat 6.x

WORK EXPERIENCE:

Salesforce Admin&Developer

Mphasis, India. Jun 2021 – Aug 2021

Roles & Responsibilities:

•Created modern Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.

•Involved in project technical design plan, conversions, Mapping, configuration of portions of the SFDC application.

•Directed design & development of integration solution into 3rd party RESTful API. Built out series of Lightning Web Components at UI layer.

•Worked on Service Console Lightning application which contains multiple number of Lightning web components (LWC).

•Created and developed LWC components for displaying Customers and Locations information on page.

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

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

•Updated the APEX Controller and Helper functions regularly making the Component Context Aware as per business requirement.

•Worked on multiple Flows for automating the couple of email sending functionalities.

•Developed and Scheduled Batch Jobs for all the teams and monitored the processes.

•Worked on portals and developed health information functionalities for customers and health officials.

•Worked on Salesforce1 Platform to build Mobile App by enabling Lightning Components for use in Salesforce1 mobile platform to make Lightning Application mobile.

•Developed Apex Restful web services for inbound calls to salesforce for various standard and custom objects.

•Developed various App functionalities around booking health appointments.

•Worked on front end application development using CSS3, HTML5, and Advanced JavaScript.

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

•Closely worked with Salesforce.com consultants for implementing the business solutions for their client requirements, using APPTUS CPQ within the exclusively developed framework.

•Involved in CPQ (Configure, Price& Quote) design, mapped to the Salesforce custom objects, and involved in Apttus Advanced Workflow Approvals.

•Executed workbench and data loader to verify Product/Pricing staging data in SFDC/CPQ.

•Closely worked with Salesforce.com consultants for implementing the business solutions for their client requirements, using APTTUS CPQ within the exclusively developed framework.

•Experience in configuring price quote (CPQ) with Apttus..

Environment: LWC components, Lightning Aura Components, CPQ, Ap Portals, Apex, GIT deployment, Apex classes and Controllers, Triggers, Sales cloud, Service cloud, Salesforce.com Platform, Aura, Integrations, Case management, Agile, Service cloud, MuleSoft, Visual studio code, Force.com, Eclipse IDE, Single sign on, HTML, CSS, Data Loader, Workbench, Web Services, SOAP API, REST API.

Salesforce Admin

HCL Technologies, Coimbatore, India. March 2020 to May 2021

Roles & Responsibilities:

Created various Custom Objects and Custom Fields

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

Implemented security settings, object level security, field level and record level security

Extensively used Tab permissions, Record Type and Page Layout permissions

Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

Customized Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.

Developed Case Assignment Rules, Escalation Rule, Auto Response Rules, Email to Case, Web to Case

Create various custom objects, custom fields, picklists, page layouts, validation rules and custom tabs

Created custom reports, report folders and Dashboard.

Create Test Scripts based on the Business Requirements Specification documents

Build tests suites for regression and smoke testing

Provide estimates for test design and execution work

Involve in reviewing test results and bug fixes after each deployment and update the test scripts as needed

Help business users in carrying out the User Acceptance Testing

Used the sandbox for testing and migrated the code to the deployment instance after testing.

Executed various levels of Unit, Integration, User Acceptance testing using test cases to prove that system conform to specifications of business and quality requirements.

Handled different Integrations with other platforms, like CTI Integration.

Implemented Cast Iron for Data Migration with XML and XML schemas. Websphere cast iron V6.3 was used where REST, JSON data was read and write to handle JSON data.

Created Workflow Rules, Workflow actions and time dependent actions

Configured Validation Rules based on business requirement

Implemented pick lists, dependent pick lists, lookup and master detail relationships

Managed all new user set-ups and deactivation, including following approval process and transferring ownership of account/contact/opportunities for deactivated users.

Created various Reports and Dashboards based on company's requirement

Configured and integrated Salesforce for Outlook

Arranged weekly webinars and trained end users to use SFDC application

Trained end users whenever a new update of Salesforce is made

Documented Salesforce fundamentals for easy understanding and navigation for business users

Performed mass data imports using Apex Data Loader and Informatica Tool

Developing, implementing and testing on the Sandbox environment

Managed Account Team Members

Wrote Apex Triggers to meet business requirements

Environment: Saleforce.com platform, Sales Cloud, Marketing Cloud, Apex Language, Visual Force (Pages, Component & Controllers), Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, GitHub, Jenkins, Windows Vista.

Salesforce Admin

Genpact, Hyderabad, India. March 2018 to December 2020

Responsibilities:

Managed all new user set-ups and deactivation, including following approval process and transferring ownership of accounts/contacts/opportunities for deactivated users.

Regularly audits data to uncover data integrity issues and/or opportunities for process improvement.

Performed mass data imports using the Apex data loader and import tools as requested by CRM Manager.

Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow Approvals.

Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

Worked with Pervasive Data integrator for Comprehensive data Integration.

Deployed web to case and email to case as case creation channels.

Modified the sharing model as required.

Created and maintained custom fields and modifying Picklist values and field dependencies.

Developed custom objects, reports and configured analytic snapshots for sales performance and lead generation statistics.

Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.

Imported and updated campaign data.

Create several reports for different user profiles

Import and export data using Data Loader

Import data from excel sheets in to Leads, Accounts and Contacts using Data Loader

Use Data Loader and developer workbench for insert, update and bulk import or export of data. Used it to read, extract and load data from comma separated values CSV) file

Modified Lead Assignment Rules.

Responsible for creating Queues, Workflows rules and tasks to share and automate work to the users in the Queue.

Managed security controls by modifying sharing settings, field accessibility, password policies, session settings and network access.

Modified Apex Class, Apex Test Methods, Triggers and Visualforce Pages.

Work closely with prospects/clients to identify technical requirements and technical infrastructure for CRM based enterprise solutions.

Worked closely with sales team and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com.

Provided training to the internal users and helped them in getting used to the application, generated reports and save them for the further access to the users.

Environment: Salesforce, Informatica Tool, Apex Data Loader, Security Controls, Google Chrome, Command Links, Workflow and Approvals, Custom Objects, Picklist Values, Sales Performance Lead Generation

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