Case Management Salesforce Com

Revathi Salesforce Admin/Developer

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

Phone: 925-***-****

LinkedIn: https://www.linkedin.com/in/reysf/

Professional Experience

Having 7 years of experience in IT with 2 years of Salesforce CRM Implementations: Analysis, Design, Development, Administration, Deployment, Testing, Requirement Analysis, System Design and Supporting the cloud applications.

Strong experience with Salesforce.com CRM, full implementation, migration of Sales, Service and NPSP clouds.

Proficient understanding of sales cloud CRM business processes - Account, Contact, Opportunity, Lead, Campaign and Case Management.

Good experience with salesforce out of the box data model and modeling in salesforce by creating Custom Objects, Formula Fields, Rollup Summary Fields, Field dependencies creating new relationships using Lookup, Master-Detail and Junction Objects.

Create sandboxes, users, profiles, permission sets, custom objects, fields, page layouts, record types, validation rules, sharing rules, workflows, assignment rules, approval rules.

Implemented security and sharing rules at object, field, and record level for different users at different levels of organization. Also created various profiles and configured the permissions based on the organizational hierarchy.

Experience with various advanced fields like Picklists, Custom Formula Fields, Many to Many relationships, Lookups, Master-detail, Field dependencies, Validation Rule, Workflow, Approval Process, Process Builder, Flow for automated alerts /field updates and sending email as per the requirements.

Experience in customization of Reports and Dashboards, report extractions to various formats, design of Visual Force Pages, Dashboards, VF Components, and various other components as per the client and application requirements.

Performed data migration using tools like Apex Data Loader, Import Wizard and Workbench for data analysis, transforming, importing and exporting.

Strong Salesforce development experience with Apex Classes, Apex triggers, Batch Apex, Schedule Classes, Visualforce pages.

Proficient with Visual Studio Code Developer Console for developing, customizing of Apex Class, Visualforce pages and changing meta-data components.

Deployed salesforce components from Sandbox to other Sandboxes and Production instances using Force.com Migration tools (Ant based), VS Code and Change Set.

Developed Lightning Components (LWC) and have good knowledge in web technologies like HTML, XML, CSS, Java Script, and REST API.

Experience in installing salesforce.com AppExchange Apps, configuring and maintaining user security Permissions in compliance with organizational needs.

Involved in Deployment, deployment from sandbox to production environment using changesets and VS Code.

Experience in building reusable UI components and pages with the Lightning component framework and have a very good knowledge in GIT and GIT Hub.

Deployed the code to higher environment such as to production using the CI/CD features of Copado.

Have good knowledge in apex SOAP and REST web service classes for external systems to consume salesforce data.

Technical Skills:

Salesforce Technologies

Salesforce CRM, Salesforce SFA, Apex Language, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visual Force Pages / Components, Apex Web Services, Workflow & Approvals, Dashboards, Case Management Automation, Custom Objects

Operating Systems

Windows 98/2000/XP/2003/Linux.

Salesforce Tools

Eclipse, Apex Explorer, Offline Edition, App Exchange Data Loader, Data Loader.

Web Design Tools

Force.com IDE, Sales Force Explorer, Data Loader, Apex Explorer.

Languages

APEX, C, C++, SQL.

Education:

Master of Computer Application Bharathi University at Coimbatore 2011

BSc Computer Technology PSG College of Technology at Coimbatore 2008

Certifications:

Salesforce.com: Platform Developer1(CRT 450)

Salesforce.com: Service Cloud Consultant (CRT 261)

Salesforce.com: Administrator (ADM 201)

Salesforce.com: Copado (Fundamental I Metadata Pipeline)

Work Experience

SALES FORCE PROJECT:

Salesforce Administrator- Volunteer (Deveau Group, USA) MAY 2022 – Jan 2024

CLOUD: NPSP CLOUD

Description : Project involves managing volunteers, Program and case management,

donor management and managing the duplicates in the system.

Role : Salesforce Admin/Developer

Technology used : Flow, Workflow, Volunteer Management, Case Management, Duplicate management tool,Data loader,Work Bench,Visual Force, Apex, SOQL, Reports and Dashboards.

Responsibilities:

Understanding both business and functional team’s requirements, pro-actively optimizing the system and communicating changes.

Developed SOQL queries to get data from different related objects.

Worked on various salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports and Dashboards

Created Custom objects to build new application functionality in the Salesforce.com.

Designed and deployed the Custom objects, Custom tabs, Entity-Relationship data model, Validation rules, Workflow Rules, Email Alerts, Auto-Response Rules, Page layouts, Flows, Visual Force Pages as per the business requirements.

Created email templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.

Created new user accounts and configure Sales force.com to fit security needs at the user and organization levels.

Created Custom Profiles, Public Groups and Roles to distribute user rights and functionality

Implemented Record triggered and Scheduled trigger flows to send emails to the volunteers.

Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.

Involved in Client meetings and implementing the process based on the client requirements.

Created Visualforce Pages to display the duplicate volunteers in volunteer management.

Implemented Email-to-Case, Case Escalation rules, Case Assignment rules for service request automation.

Developed Apex Triggers, Apex Classes for implementing customizations requested by business users across various objects.

Developed various Custom Reports, Report Types, Dashboards and Analytics snapshot for different line of business on Standard and Custom objects.

Document processes using tools such as LucidChart.

COGNIZANT TECHNOLOGY SOLUTIONS February 2012 - April 2014

PROGRAMMER ANALYST

Project: Wellpoint

Project Description:

Project involves developing new products in the existing application, changing features in the existing products in INFORMIX 4GL and creating batch jobs in Unix.

ROLES AND RESPONSIBILITIES:

Developed front end screens using INFORMIX 4GL.

Done Unit Testing after developing new product.

Created forms and procedures in INFORMIX 4GL.

Have scripted challenging and Complex PL/SQL codes.

Troubleshooting the issues in the application faced by CCR (Call Centre Rep) and DSR (Direct Sales Rep) persons.

Handle installation of new code and do code change in Informix.

Creating and scheduling batch jobs.

ACTIVE PARTICIPATION:

Developed a shell script to fix the issue quickly.

Developed a shell script to identify the table locks.

Prepared workflow process related documents for Team.

SLA auditing and provide analysis and suggestion to avoid SLA breach.

Provided innovative ideas for service level improvement and decreasing ticket count.

COGNIZANT TECHNOLOGY SOLUTIONS September 2009 - February 2012

PROGRAMMER ANALYST

Project: Walmart

Project Description:

Project involves enhancement, maintenance and supporting Wal-Mart distribution centers from receiving the goods to shipping.

END to END processing of a Batch Jobs i.e., Creating, Scheduling, Monitoring, Analyzing and code change in Informix 4GL.

ROLES AND RESPONSIBILITIES:

Monitored database and system backups, developed stored procedures, functions, packages and triggers to pull the data for reports.

Troubleshooting Technical issues encountered by customers and partners.

Handle installation of new code and do code change in Informix.

Handling Alerts and request tickets as well as change requests of time change in crontab.

Closing customer issues within SLA by interacting with relevant departments.

Handling customer request for ad hoc job executions.

Providing Root cause Analysis and fix the defect.

Weekly auditing on SLA and providing inputs.

Scheduling inbound and outbound jobs.

Find the root cause for re-occurring issues and fix the issue by changing the program.

Involved in Planning and handling outages.

Solve slowness in the application by identifying the locks, old sessions, long running query in Unix.

Handle pages and fix the issue on time by monitoring the logs and identifying the error.

Creating and modifying the program according to new applications.

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