Case Management Salesforce Developer

ARAVETI

LAKSHMI PRASANNA

Certified Salesforce Developer

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

Phone: 945-***-****

PROFESSIONAL SUMMARY:

Over 8 years of IT experience in various stages of Salesforce Development like Administration, Integration, Communities, migration from classic to lightning and lightning component development.

Skilled in managing Account, Contact, Opportunity, Lead, Campaign, and Case Management.

Proficient in creating Custom Objects, Formula Fields, Rollup Summary Fields, and complex relationships (Lookup, Master-Detail, Junction).

Hands-on experience with Apex Classes, Triggers, Batch Apex, Visualforce pages, Lightning Web Components (LWC), Aura Framework, and integration with external systems (SOAP/RESTful APIs, callouts).

Expertise in inbound/outbound integrations, data migration (using Data Loader), and Lightning environment transitions.

Proficiency in Salesforce Flows (Screen, Record-Triggered, Schedule-Triggered), Process Builder, and Omni Studio tools (Omni Scripts, Data Raptors, Integration Procedures, Flex Cards).

Administered Profiles, Permission Sets, Role Hierarchy, OWD, and sharing rules for secure and streamlined data access.

Configured Product Bundles, Pricing Rules, Discount Schedules, and Approval Processes to improve sales efficiency.

Proficient in using GitHub, JIRA, CI/CD processes, and Visual Studio for metadata management.

Optimized code using bulkification and asynchronous Apex (Scheduled, Queueable) to improve operational efficiency.

Let me know if you'd like further adjustments!

Utilized Salesforce DX for efficient development, continuous integration, and streamlined deployment of Salesforce applications.

Knowledgeable in leveraging ETL tools to implement robust data cleansing, deduplication, and enrichment strategies for accurate reporting.

Experienced in monitoring and troubleshooting ETL jobs to maintain consistent uptime and data availability.

Optimized and improved the overall runtime of Omni scripts, Data Raptors and velocity Integration Procedures.

I have experienced Snowflake and MuleSoft for data transfer.

Experienced in setting up and managing CI/CD pipelines using Salesforce CLI and integrating with version control systems like GitHub.

Experienced in real-time data integration using MuleSoft to connect Salesforce with external systems for seamless data flow.

Implemented AI-driven analytics to identify process improvements and enhance field service efficiency.

Collaborated with cross-functional teams to ensure solutions met technical, operational, and customer experience goals.

Proficient in Apex, Visualforce, and metadata management utilizing the Eclipse IDE for Salesforce development.

Built secure and scalable Salesforce Experience Cloud sites for Partner, Customer, and Employee Communities. Leveraged CMS Connect and Salesforce CMS for seamless content integration and management.

Adept at setting up and personalizing Salesforce Service Cloud for effective case management, including email-to-case capabilities, escalation rules, and automated case assignment.

Have Knowledge of Cloud Computing (SaaS, PaaS) and Salesforce.com

Skilled in utilizing SOQL and SOSL for efficient data retrieval and management across multiple Salesforce objects.

Knowledgeable in using Workbench's REST and SOAP API Explorer to troubleshoot and debug Apex classes, triggers, and batch tasks.

Adept in applying JavaScript and Python for developing custom solutions and enhancing Salesforce integrations.

Hands-on experience configuring and optimizing Salesforce Health Cloud to improve patient data management and care team collaboration.

EDUCATION:

Bachelor’s in computer science and engineering, G Pulla Reddy Engineering College.

TECHNICAL SKILLS:

Salesforce

Salesforce CRM, Lightning Application, Aura, Apex Custom Controllers, Apex Classes, Apex Triggers, Asynchronous apex classes, Visualforce Pages/Components, Aura Components, Lightning web Components, Apex Web Services, SOQL, SOSL, Workflow and Approvals, Flow Builder, Reports and Dashboards, Apttus CPQ, s- Control.

Salesforce Tools

Force.com Eclipse IDE Plug-in, Force.com Explorer, Change Sets, Force.com Import Wizard, Force.com Excel Connector, Force.com Platform (Sandbox and Production), Autorabit, Copado, Tableau, Argos

Integrating Tools

Apex Data Loader, Import Wizard, Data Export

Web Servers

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

Tools

MS Office, Adobe Photoshop, MS Excel, Silverlight, Informatica, JIRA, Version One

Database

SQL Server 2008, Oracle, MySQL

IDE and Editors

Visual Studio, My Eclipse, and Force.com Eclipse IDE

Languages

Apex, SOQL, SOSL, SQL, Object Oriented Programming Languages, Data Structures in JAVA, Node JS, JavaScript,c#

Platforms

UNIX and Windows (NT/2000/XP/Vista/7)

CERTIFICATIONS:

Salesforce Certified Administrator.

Certified Salesforce Platform Developer-1.

Certified salesforce platform Developer-2.

Salesforce Certified Service Cloud Consultant.

Salesforce Certified Sales Cloud Consultant.

WORK EXPERIENCE:

SYNOVUS – Ohio, Columbus March 2023 - Present

Salesforce Developer

Responsibilities:

Used Flow Automation to automate repetitive tasks, enhancing performance and improving data accuracy.

Implemented custom validation using validation rules and regular expressions to ensure clean data.

Created Apex REST resources for external systems to interact with Salesforce, including record creation, checking for existing records, and updates.

Created customized case management dashboards that offer up-to-date information on case volume, team performance, and resolution timelines.

Integrated Flows with Apex classes, APIs, and third-party applications for advanced customizations.

Streamlined record creation and updates through Record-Triggered Flows, improving data accuracy and timeliness.

Developed Visualforce pages and Lightning Components (Aura) for creating parent/child records and redirection to new records.

Proficient in using Copado DevOps for seamless deployment and release management across Salesforce environments.

Created Apex classes to implement REST web services and perform callouts to external systems.

Worked with Autorabit and JIRA for version management and bug tracking.

Adept at utilizing Workbench to insert, update, delete, and query Salesforce data using SOQL and SOSL.

Utilized Workbench for testing and executing Apex REST and SOAP web services, ensuring smooth integrations with external systems.

Developed Batch and Schedulable Apex classes for processing large data sets, including Metrics and Field Updates.

Built Lightning Web Components (LWC) Apps with CSS Customs and Lightning framework to provide interactive user interfaces, enhancing sales performance.

Implemented seamless communication between LWC and Salesforce Apex controllers using @wire and imperative Apex calls for real-time data fetching and processing.

Developed scalable and safe Salesforce Experience Cloud websites to meet a range of business requirements, such as Partner, Customer, and Employee communities.

created procedures to find, monitor, and fix data migration mistakes and irregularities, reducing interruptions and downtime.

Used the Bulk, SOAP, and REST Salesforce APIs to automate and scale batch and real-time data transfer processes.

Managed external content sources within Experience Cloud and integrated material using CMS Connect and Salesforce CMS

Automated client onboarding and compliance workflows using Financial Service Cloud Action Plans and Flow Builder.

Integrated Financial Service Cloud with external systems using REST/SOAP APIs to enable real-time updates on financial accounts and portfolios.

Integrated Marketing Cloud with Salesforce CRM, enabling seamless data synchronization and lead nurturing.

Migrated a legacy email marketing platform to Salesforce Marketing Cloud with minimal disruption to existing workflows.

Worked with Velocity Omni script inputs and its action components, designing and deployments.

Used Asynchronous Apex (Batch and Schedule classes) to automate deletion of bulk duplicate records.

Utilized Postman for testing and debugging REST and SOAP APIs.

Converted existing Process Builders and workflows to Flows for Account, Opportunity, and Case objects.

Developed triggers for Deposit Exception Custom Object to create and assign exceptions.

Worked on Batch Apex to close bulk Opportunities and assign Relationship Referral records to the sales team.

Improved trigger performance by reducing execution time and preventing recursions.

Configured Service Cloud to handle case management and Email-to-Case routing with queue-based sharing settings.

Integrated Salesforce with ARGO using REST API and Apex classes to save prospect data.

Created Apex test classes to ensure above 75% test coverage and correct logic implementation.

Developed dynamic Omni Scripts to guide users through multi-step business processes with real-time data integration.

Created complex business process flows using Omni Studio’s Flow components, streamlining workflows, reducing manual intervention, and enhancing system efficiency.

Designed interactive Flex Cards using Omni studio to present aggregated, contextual, and real-time data, enhancing the user experience on Salesforce Lightning pages.

Implemented responsive, user-friendly Flex Cards using Omni studio to display real-time data in Salesforce.

Developed and deployed Data Raptors for extracting, transforming, and loading (ETL) data between Salesforce and external systems.

Designed and customized Sales Cloud solutions to streamline sales processes, improving lead management, opportunity tracking.

Provided support and enhancement of Sales Cloud applications, addressing user feedback and evolving business requirements.

Worked on custom objects, custom fields, picklists, page layouts, workflow, approval processes, validation rules according to requirements.

Created interactive and user-friendly interfaces using Aura Components, adhering to Salesforce Lightning Design System (SLDS) for consistency.

Optimized Aura Components by reducing server calls, leveraging caching, and implementing lazy loading techniques to improve performance and load times.

Created dynamic SOQL queries that can be constructed at runtime based on user input or business requirements, enhancing application flexibility and user experience.

Utilized variable binding in SOQL queries to securely pass parameters, ensuring data integrity and security.

Utilized Salesforce CLI (Command Line Interface) to automate and streamline Salesforce development, including metadata retrieval, deployment, and package creation.

Used Salesforce CLI for efficient source code management by retrieving, deploying, and tracking metadata changes across various Salesforce environments (Sandbox, Production, Scratch Orgs).

Designed and implemented automated case assignment rules based on criteria such as geography, product line, or case priority to ensure timely response and resolution.

Configured escalation rules and triggers to automatically notify managers or escalate cases nearing SLA deadlines, ensuring customer satisfaction.

Set up email-to-case functionality to automatically convert customer emails into cases, streamlining case intake and reducing manual effort.

Optimized Data Raptors for efficient data extraction and transformation.

Built scalable Integration Procedures for high-volume, low-latency integrations with external systems.

Created SOSL queries that searched multiple objects, including custom and standard objects, enabling quick access to records spread across the Salesforce platform.

Environment: Apex Classes, Triggers, Aura, LWC, Data Import/Export Wizard, Lightning Flows, Validation Rules, Email Templates, Screen Flows, Record Types, Sales Cloud, Service Cloud, SOQL,SOSL, Omnistudio

Amgen-Thousand Oaks,CA Feb 2022 – March 2023

Salesforce Lightning Developer

Responsibilities:

Served as SFDC Developer and Lightning Developer, gathering requirements for Salesforce.com, Lightning, and CRM implementation across business user groups.

Used MVC pattern for developing custom applications on the Force.com platform.

Deployed metadata between local sandbox, production, and Salesforce organizations using Force.com migration tool.

Worked on custom tabs, reports, Visualorce pages, dashboards, and email generation as per the requirements.

Developed and managed CI/CD pipelines using Salesforce CLI and integrated them with version control systems like GitHub to streamline deployment processes.

Implemented middleware integrations using MuleSoft for seamless data exchange between Salesforce and external systems.

Designed and implemented end-to-end Salesforce Field Service (FSL) solutions tailored to telecom industry requirements, including the SFS Mobile App.

Customized FSL components such as Work Orders, Service Appointments, and Resource Schedules to streamline field service operations.

Utilized SOQL and SOSL for efficient data retrieval across multiple Salesforce objects, enhancing application performance.

Gained familiarity with other programming languages, including JavaScript and Python, for developing complex solutions and integrating external applications.

Managed Salesforce Health Cloud configurations to optimize patient management processes and improve care team coordination.

Implemented Metadata API-based deployment scripts for Salesforce configurations, enabling seamless migration and version control integration for custom objects, fields, workflows, formulas and validation rules.

Partnered with cross-functional teams, including Marketing, IT, and Sales, to define CDP use cases and business objectives.

Proficient in developing interactive dashboards and visualizations in Tableau CRM to provide actionable insights.

Expertise in creating and managing Dataflows, Recipes, and Datasets for data integration and transformation within Tableau CRM

Developed and implemented data pipelines to extract Salesforce opportunity data into Snowflake, enabling comprehensive analysis of sales performance metrics.

Created complex Screen Flows and Auto-Launched Flows for seamless user interactions and background processes, enhancing the user experience and streamlining data handling

Implemented Lightning Web Components (LWC) and migrated Visualforce pages to Lightning for improved functionality and user experience.

Utilized Postman for generating API documentation based on request and response data.

Performed System, UAT, Production, and Regression Testing for Salesforce.com banking needs.

Developed interactive Lightning Web Components (LWC) apps to enhance user experience and sales performance.

Used wire service with base components for simplified record data display and faster development.

Customized Health Cloud Console by embedding Visualforce pages in custom console components and interaction logs.

Optimized Apex code to adhere to Salesforce governor limits by implementing bulkified triggers, efficient SOQL queries, and minimizing DML operations.

Integrated external applications using SOAP and REST APIs through Apex callouts and HTTP request methods.

Collaborated with Project Manager to review UAT scripts post-deployment.

Configured and managed assignment rules to automate the distribution of leads and cases to the appropriate team members, improving response times and operational efficiency.

Leveraged email templates in conjunction with workflow rules and Process Builder to deliver customized notifications based on business requirements.

Streamlined business processes by integrating email alerts and assignment rules into complex workflows, ensuring accurate task assignments and timely escalations.

Managed and administered the company's Salesforce CRM application, ensuring optimal functionality.

Created and managed Lightning Web Component (LWC) and Visualforce Tabs to enhance the user interface.

Developed Apex triggers for Case object to send emails upon case creation.

Created and managed Salesforce Communities, enabling customer/partner interaction and data uploads.

Replaced JavaScript buttons with Quick Actions or Lightning Web Components (LWC) for improved efficiency.

Enabled Aura Framework for event handling and logic management in Lightning applications.

Optimized trigger-based transactions using Apex to improve performance and speed.

Integrated Aura Components with Apex controllers to fetch and process Salesforce object data.

Integrated Aura Components with external systems via REST/SOAP APIs and Salesforce named credentials, ensuring secure and reliable data transfer.

Implemented and customized AppExchange products like Apttus CLM, Conga to enhance Salesforce functionality.

Integrated and configured Apttus CLM for contract lifecycle management, ensuring seamless contract creation, negotiation, and execution.

Migrated from Salesforce Classic to Lightning and developed customized Lightning components using JavaScript (client-side) and Apex (server-side).

Wrote Batch and Schedulable Apex classes for large-scale data processing (e.g., metrics and field updates).

Worked in an Agile environment using Scrum methodology to deliver incremental solutions.

Communicated Community Cloud capabilities to stakeholders and led initiatives to replace Visualforce pages with Lightning components.

Experienced in using GitHub and JIRA for version control and bug tracking, streamlining workflows by integrating Jira with GitHub.

Environment: Salesforce.com Platform, Sales Cloud, Service Cloud, Health Cloud, Lightning Web Components (LWC), Aura Framework, Apex (Apex Classes, Triggers, Batch, Schedulable), Visualforce, Force.com Migration Tool, Data Loader, Postman, Git,Formulas.

Reinsurance Group of America, Bangalore, India Jan 2021 – Dec 2021

Salesforce Developer

Responsibilities:

Involved in various stages of the Software Development Life Cycle (SDLC), including analysis, requirement engineering, architecture design, development, enhancements, and testing.

Designed, developed, and deployed Apex Classes, Controller Classes, and Apex Triggers for various functional requirements.

Collaborated with cross-functional teams to gather business requirements and translate them into technical solutions for CRM.

Automated the deployment and testing processes using Salesforce DX, GitHub, and Jenkins to achieve continuous integration and deployment.

Utilized Salesforce DX tools for managing dependencies and releases, improving the efficiency and reliability of Salesforce application delivery.

Worked with Apex Callouts to send and receive SOAP messages to/from external systems, ensuring smooth data synchronization.

Created Apex SOAP Web Services to expose custom logic in Salesforce for consumption by external applications.

Configured and customized CRM software to meet business needs, including workflows, reports, and dashboards.

Developed custom plugins, workflows, and integrations to extend CRM functionality.

Configured product and pricing setup using CPQ/Product consoles, including price ramps, Price Matrix, Price Rulesets, tiered pricing, and asset pricing.

Worked on developing batch integrations using MuleSoft for data transfer between enterprise applications.

Tested CPQ integration with ERP systems.

Developed and deployed MuleSoft APIs to integrate Salesforce with various third-party applications, optimizing data flow and enhancing system connectivity.

Enhanced Service Cloud console views and developed Visualforce components.

Strong understanding of Salesforce standard objects and Apttus CPQ application.

Created integrations between Apttus CPQ, CLM, and Salesforce, automating processes on the Salesforce platform.

Involved in data cleanup and mapping for data migration projects.

Participated in CPQ design, mapping to custom Salesforce objects, and Apttus Advanced Workflow Approvals.

Performed Steelbrick CPQ configuration for product setup, approval matrices, approval rules, process builders, and flows.

Developed REST APIs using MuleSoft Any point Platform.

Developed front-end components using JavaScript.

Created and managed Salesforce Communities, including enabling users, profiles, and access control.

Developed Visualforce Pages, Apex Classes, and Controllers for enhanced functionality.

Created page layouts and search layouts to organize fields, custom links, related lists, and other components on record pages.

Implemented Salesforce Development Cycle covering Sales Cloud, Service Cloud, Call Center, Chatter, and AppExchange applications.

Migrated data from Oracle databases to Salesforce using Apex Data Loader.

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

Developed custom reports, including tabular, matrix, and joined reports, with data filters, groupings, and customized graphs.

Created complex SOQL queries to filter, sort, and aggregate data for reports, dashboards, and custom business logic.

Optimized SOQL queries by using selective filters, indexed fields, and appropriate WHERE clauses to ensure optimal query performance and reduce query governor limits

Integrated Sales Cloud and Service Cloud with external systems using SOAP and API web services.

Used ETL processes to extract files for external vendors.

Maintained user roles, security, profiles, and workflow rules as needed.

Environment: Salesforce.com Platform, Apex, Apex Data Loader, Visualforce, Controller Classes, Lightning, MuleSoft Any point Platform, CPQ (Configure, Price & Quote), Apttus CPQ, Steel brick CPQ, Service Cloud, Sales Cloud, ERP, REST API, SOAP API, JavaScript, ETL, Data Migration, Process Builder, Flows, AppExchange, Community Cloud, Chatter, Oracle, Reports & Dashboards, Price Matrix, Price Rulesets, Approval Matrices, Approval Rules, Workflow Rules, Profiles, User Roles, Data Mapping, Integration, Data Filters, Custom Objects.

Stellantis, Bangalore, India July 2017 – Dec 2020

Salesforce Admin

Responsibilities:

Implemented Case Management by creating record types, assignment rules, escalation rules, case templates, workflow rules, and actions.

Used SOQL & SOSL for data manipulation with platform database objects.

Developed Apex classes, controllers, and controller extensions for custom functionality.

Created user roles, profiles, security controls, and sharing settings.

Collaborated with Business Analysts and Developers to design test plans and strategies based on business requirements.

Customized page layouts for Accounts, Contacts, Campaigns, Leads, and Opportunities based on user roles and groups.

Created and updated user profiles and permission sets using Data Loader and Workbench, and monitored licenses.

Designed permission sets and sharing rules to extend access based on business needs.

Involved in design, analysis, implementation, testing, and support of ETL processes.

Worked with SFDC standard objects such as Accounts, Contacts, Leads, Reports, and Dashboards.

Created email templates in HTML and Visualforce, and controlled the content using components and controller classes.

Managed Data Loader configuration for uploading and validating CSV data into Salesforce.com.

Developed custom Visualforce pages and components for enhanced functionality.

Worked with AppExchange products to meet organizational requirements.

Created and customized page layouts, search layouts, and other components on record detail and edit pages.

Designed and implemented workflow & approval processes, validation rules, Auto-Response Rules, email alerts, and field updates.

Involved in data migration from Excel to Salesforce using Apex Data Loader.

Deployed code from sandbox to production using AutoRabit tool.

Environment: Salesforce.com Platform, Apex, SOQL, SOSL, Data Loader, Visualforce, Email Templates, HTML, AppExchange, ETL, Workbench, Apex Data Loader, Workflow Rules, Approval Processes, Validation Rules, Auto-Response Rules, Salesforce Standard Objects (Accounts, Contacts, Leads, Reports, Dashboards), Permission Sets, Sharing Rules, AutoRabit, CSV, Apex Classes, Apex Controllers, Controller Extensions.

DXC Technologies, India (Internship) Jan 2017 – June 2017

JAVA Developer

Responsibilities

Developed the backend logic for employee data management using Java and object-oriented programming.

Integrated the application with a MySQL database for efficient data storage and retrieval.

Designed RESTful APIs to handle CRUD operations for employee records.

Implemented user authentication and role-based access control for enhanced security.

Performed unit testing using JUnit to ensure code quality and functionality.

Worked closely with the frontend team to align API functionality with the user interface.

Reduced data entry errors by 25% through automated validation checks.

Improved system performance by optimizing database queries, reducing load times by 30%.

Environment: Java, Spring Boot, MySQL, JUnit, Postman, Git, Maven.

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