Service Cloud Senior Developer

Prathyusha S L

Sr. Senior Salesforce Administrator/Developer

****************@*****.***

Ph: 312-***-****

PROFESSIONAL SUMMARY:

Having 11+ years of experience in Design, Development and Testing of projects under Salesforce.

Strong proficiency in HTML/CSS for email template design and customization.

Knowledge on Power BI dashboards and reports to visualize key business metrics and support data-driven decision-making.

Demonstrated strong understanding of Salesforce architecture and multi-cloud products including Sales Cloud, Service Cloud, Experience Cloud, CPQ, CRM Analytics, and Knowledge on Marketing Cloud Account Engagement.

Expertise in Service Cloud implementation and customization to enhance customer service processes.

Experience in training and supporting end-users to ensure effective Service Cloud adoption.

Good Experience on Lightning components, Lightning Web Components and Lightning App Builder.

Generated accurate and professional proposals using CPQ tools.

Ensured compliance with standards and governance policies.

Optimized user interface and experience for better CPQ adoption.

Tested configurations and resolved CPQ issues and bugs.

Experience in designing Custom Objects, Custom Tabs, Custom Fields, and Page Layouts, and Record Types, Visualforce, Apex Programming.

Experience in developing applications on Force.com platform, APEX, Visual force, Lighting (LWC), Triggers, Batch Apex, Schedule Apex, SOQL, SOSL, and HTML.

Proficiency in administrative tasks like creating Roles, Users, sharing rules, Queues, Record types, Page layouts, Flows, Process Builder Workflow, Validation rules, Reports, monitor Salesforce.com usage for compliance and to Maintain security for SFDC data.

Experience with Salesforce Lightning in using CSS, JSON in Lightning Framework, and JavaScript for Client - side controller and helper controller.

Apply agile frameworks to campaign development and deployment, enabling flexibility, rapid iterations, and continuous improvement.

Experience with Salesforce Omni Studio, where I have developed and configured applications using Omni Scripts, Data Raptors, Flex Cards, and Integration Procedures.

Experience in Workflow Rules and Approval Process Data Migration using Data loader, Demand Tools and Import Wizard.

Experience in Salesforce.com Administration like Object Management, Validation Rules, Workflow Rules, Process Builder, Profile & Permission Set Management, Roles & Sharing Rules Management, User Management, Page Layout Configuration, List View Management, Assignment Rules, Web 2 Lead, Reports & Dashboards and other Salesforce Configurations.

Proficient with Salesforce.com tools like Force.com IDE, Eclipse with Force.com Explorer, Force.com plug-ins, and Apex Data Loader.

Salesforce Public Sector Foundation, specializing in licensing, permitting, and case management solutions tailored to government agencies.

Integrated Salesforce.com with External Applications like using SOAP/REST API based web services.

Implemented security and sharing rules at object, field, and record levels for different users across the organization, creating various profiles and configuring permissions based on the organizational hierarchy.

Experience in testing tool like selenium Automation.

Experienced in working both Waterfall & Agile Project Delivery Methodologies.

Extensively worked in development and deployment of SFDC (salesforce.com) in an Agile environment using

tools like Force.com IDE, Developer Edition, Visual Studio Code, Copado, Greaset, Eclipse, SFDX, Jenkins and

DevOps Process.

Trailhead Link: - https://www.salesforce.com/trailblazer/prasl3

Certificates: -

Salesforce Certified AI Associate

Salesforce Certified Administrator

Salesforce Certified Platform Developer I

Planning for PD-II

TECHNICAL SKILLS:

Domain

Retail, Development & Staffing Solutions, Electricity &Gas,Health Insurance

Salesforce Technologies

Salesforce CRM, Salesforce SFA, Lightning, Apex Language, Apex- Classes/Controllers, Apex Triggers, SOQL, SOSL, Visual force Pages / Aura Components/Lightning Components, S-Controls, Apex Web Services, Workflow & Approvals, Dashboards, Analytic Snapshots, Custom Objects.

Salesforce Tools

Force.com Eclipse IDE Plug-in, Apex Data Loader, Force.com CLI, JIRA, Service Max.

Databases

Force.com DB MySQL 5.x, Oracle, Microsoft SQL Server,

Languages

Java, HTML, JavaScript, CSS.

Management and Leadership Skills

Collaborated closely with the business team to analyse requirements and contributed to solution design alongside IT leads

Training & Development

Developed solutions aligned with business requirements, achieving less than 2% defects in overall code. Trained new hires in Salesforce and provided guidance and support to team members in development and QA activities.

and Supported team members in development and QA activities.

PROFESSIONAL EXPERIENCE:

Client: SammonsFinancial Group/Lincoln FG Duration: Nov 2022 to Present

Role: Salesforce Architect

Responsibilities:

Customized and configured Salesforce solutions to support the unique needs of the client, adhering to industry best practices and coding standards to ensure scalable and high-performance solutions.

Directed Governance, Code reviews, and architectural best practices across 3 scrum teams, ensuring alignment with Salesforce Well-Architected Framework.

Developed a Lightning app with App builder and Salesforce Lightning UI using Lightning Components.

Created modern Enterprise Lightning Apps Combining Lightning Design System (LDS), Lightning App Builder and Lightning Component features.

Introduced version control and sandbox management strategy, aligning 4 development teams under a unified release framework.

Designed, developed and deployed Apex Classes, Controller Classes, Extensions and Apex Triggers for various functional needs in the application using the Eclipse IDE.

Creating Lightning Components and used Salesforce Lightning Design System (SLDS) to convert existing Visual force pages to lightning components.

Development of Triggers and APEX Classes on Account and Opportunity objects.

Developed Lighting Pages with standard and custom lighting components and customized all other

application business object settings.

Integrated Salesforce CPQ with external ERP systems for order and billing sync using REST APIs or middleware (e.g., MuleSoft, Dell Boomi).

Designed and managed product bundles, pricing rules, discount schedules, and quote templates.

Automated quote generation workflows using CPQ and integrated e-signature solutions like DocuSign/AdobeSign.

Built and maintained Price Rules with Lookup Queries to handle dynamic pricing scenarios.

Performed CPQ data migration and cleansing using tools like Data Loader and Workbench.

Implemented Omni Channel Configuration to receive work from various sources, such as Phone, chat, email, and social channels.

Designed and implemented Omni Studio Flex Cards to provide real-time, dynamic UI components in Salesforce.

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

Implemented Org-to-org and Repo-to-org deployment flows, automating metadata validation, testing, and deployments through CI/CD pipelines.

Integrated Salesforce with version control systems (Git, Bitbucket), establishing branching strategies and version control best practices for managing metadata and source code.

Integrated Salesforce with external systems (e.g., ERP, payment gateways) using custom REST callouts with proper error handling and retry mechanisms.

Implemented end-to-end CI/CD pipelines for Salesforce using tools like Jenkins, GitLab CI, GitHub Actions, enabling automated deployments across development, QA, UAT, and production environments.

Used Salesforce DX (SFDX) and Scratch Orgs to streamline development and testing.

Worked on POC related to Charity on experience cloud .

Environment: Salesforce.com, Apex, Triggers, Visualforce, Sales Cloud, Service Cloud, Salesforce Lightning, Data Loader, SOQL, SOSL, Data Migration, Workflow & Approvals, Reports, Dashboards, Force.com and Windows.

Client: Accenture / Xcel Energy. Duration: Feb 2022 to Nov 2022

Role: Salesforce Application Development Senior Analyst

Responsibilities:

Developed and deployed the Lightning web components in Experience Cloud.

Developed product capabilities using Force.com, APEX and Visualforce.

Created Apex triggers to obtain complex functionality based on the given criteria.

Developed various Visualforce Pages, Apex Triggers to include extra functionality and wrote Apex for implementing Business logic and functionality to the Visual pages.

Designed various Webpages in Visualforce for customers to select a variety of services offered by the org and integrate them with the sales team.

Debug Apex scripts using Debug Logs and System Log Console to catch Exceptions and execute Governors and Limits.

Developed seamless integrations between Salesforce and AWS services (e.g., S3, Lambda, Dynamo DB, and API Gateway) to streamline data exchange and enhance business processes.

Utilized AWS API Gateway to expose Restful APIs for Salesforce to interact with AWS services, allowing secure and scalable access to external systems and data.

Implemented Salesforce-AWS event-driven architecture using Event Bridge and SNS.

Developed RESTFUL APIs hosted on AWS to extend Salesforce functionalities.

Leveraged AWS S3 for file storage and retrieval within Salesforce applications.

Used AWS Lambda to process Salesforce data asynchronously and improve system performance.

Configured AWS IAM roles & permissions for secure integration with Salesforce.

Developed Lightening components and Lightening apps to provide better and more interactive interfaces to end users, which help in sales enhancements.

Deployed Apex using Force.com IDE, Force.com Migration Tool and Web Services API (XML, WSDL, SOAP and REST).

Designed, and deployed the Custom objects, Custom tabs, Entity-Relationship data model, validation rules, Workflow Rules, Auto-Response Rules, Page layouts, Components, Visualforce Pages to suit to the needs of the application.

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

Developed various Custom Objects, Tabs, validation rules on the Fields and Visualforce Pages.

Built dynamic, user-friendly Screen Flows for guided data entry, enhancing user experience and reducing errors.

Used Tab permissions, Record Type permissions and Field Level Security to implement Component-based security.

Exposed custom Salesforce data via @RestResource classes to allow third-party systems to query and update Salesforce records securely.

Designed, deployed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application

Utilized tools such as DevOps GitHub, Jenkins, Heroku, Salesforce DX, Copado, and Gearset to automate the end-to-end deployment process, reducing manual effort and minimizing errors.

Environment: Apex, Visualforce Pages, Data Loader, Dashboards, HTML5, JavaScript, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Windows XP.

Client: Genesis Infocom Private limited / Autodesk. Duration: Sep 2017 to Feb 2022

Role: Salesforce Application Developer.

Responsibilities:

Configuring Profiles and Permission Sets. Configuring Field Level Security, Record Type Assignment, Tab Visibility etc.

Configuring Page Layouts, Page Layout Assignment, Home Page Layout, List Views Configuration etc.…

Worked on various Salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Campaign, and Cases etc.

Implemented analytics and reporting solutions using Einstein Analytics, Reports & Dashboards for portal insights.

Designed and implemented B2B portals using Salesforce Experience Cloud, enhancing partner and customer collaboration.

Integrated Experience Cloud with Sales Cloud, Service Cloud, and external systems for a seamless B2B experience.

Experience with Service Cloud including Service Console, Omni- Channel Console, Case Feed, Knowledge Base and Live Agent.

Integrated Flows with Apex and external APIs to handle advanced automation scenarios, improving system flexibility.

Created Users, Roles, Public Groups, Sharing Rules and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.

Developed Assignment rules, Escalation rules to enable proper routing of cases to the case team members.

Developed Workflow Rules, Validation Rules, Activities, Emails and alerts to track customer related tasks and activities.

Developed Apex classes and Controllers to leverage Salesforce's out-of-the-box features.

Designed and implemented Visualforce pages and Apex triggers to extend functionality, incorporating business logic into Visual force pages.

Performed Data Migration using Apex Data Loader from home grown legacy system to Salesforce.com.

Involved in Data Mapping and Migration of data from legacy systems to Salesforce.com Objects & Fields

Designing and executing Unit Test cases for testing the application integrity at design phase.

Created Lightning Component Tabs and Visualforce Tabs using Lightning Components.

Implemented continuous integration and continuous deployment (CI/CD) workflows using DevOps, Copado for efficient release management.

Environment: Salesforce.com CRM Application Platform, Apex Language, Visualforce, HTML, JavaScript, Custom Objects, Tabs, Page Layouts, Workflows, Approval Processes, Email, Messaging, Dashboards, Reports, Eclipse and Windows

Client :- Zoron It Solutions, India

Role :-Salesforce Administrator / Developer Duration: Mar 2015 to Sep 2017

Responsibilities:

Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and

interactions in Lightning Applications.

Extensively worked on Visual Workflows, which guide users through screens that collect and display

information, create and update Salesforce records, and execute logic based on user input.

Hands on experience in writing queries using SOQL and SOSL in Apex Classes and Triggers.

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

Created Visualforce pages with fields, buttons and using various components to invoke methods.

Created Visual Workflows in Salesforce Classic as well as in Lightning.

Worked extensively on Profiles, Permission sets, Org-wide default, Sharing Settings, Reports, Dashboards and public groups.

Customized several Formula fields, Assignment Rules, Validation Rules, Process Builders, Apex classes, Page Layouts and Record Types.

Experience in SFDC Integration using Web Service and Apex Programming, App-Exchange Packages & Custom.

Created Email Response Templates both in Salesforce Classic and in Lightning.

Worked mainly on Salesforce.com Standard objects like Accounts, Opportunities, Contacts, Cases.

Created test scenarios on Sandbox environment and migrated code to deployment upon successful testing.

Deployed application from Sandbox to different other Sandbox as well as into Production environments using Version Control tools and Git repositories.

Experience in Agile Environment and strong knowledge of bug tracking tool like Jira.

Environment: Salesforce.com CRM Application Platform, Apex Language, Visualforce, HTML,LWC,AURA Components, JavaScript, Custom Objects, Tabs, Page Layouts, Workflows, Approval Processes, Email, Messaging, Dashboards, Reports, Eclipse and Windows

Client:-Value Labs Duration: Oct 2014 to Feb 2015

Role: Salesforce Administrator

Worked closely with the project design team and the project business team to address the business and

functional requirements defined for the CRM Billing Integration Project.

Implemented web based case management automation – Web to Case (on Case Object) to track and

solve customer’s issues.

Designed, and Implemented the Custom Business objects, Entity-Relationship data model, Page layouts,

Custom tabs, Components to suit to the needs of the application.

Created user Roles and Profiles and given them Security controls and shared settings.

Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships.

Designed and developed workflow rules and Approval process for the application by implementing

Custom formulas for various tasks and Email alerts as per the requirement.

Developed several Custom Reports to better assist managers and also report folders to provide report accessibility to appropriate personnel.

Customized Dashboards to provide daily forecasts and track opportunities, deal registrations and

Customer engagement.

Used SOQL & SOSL with in Governor Limits for data manipulation needs of the application using

Force.com Explorer.

Designed various types Email templates for auto response to customers.

Environment: Salesforce.com CRM Application Platform, Apex Language, Visual force, HTML, JavaScript, Custom Objects, Tabs, Page Layouts, Workflows, Approval Processes, Email, SOQL,SOSL Messaging, Dashboards, Reports, Eclipse and Windows

EDUCATION:

MBA from Acharya Nagarjuna University, India – 2009.

B.Com from Acharya Nagarjuna University, India – 2006.

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