Case Management Software Development

RICHA MISHRA

SFDC Developer/Admin **********@*****.*** 732-***-****

LinkedIn: https://www.linkedin.com/in/richa-bajpai-94208536b/

PROFESSIONAL SUMMARY:

* ***** ** ********** ** development, administration, configuration, requirements gathering, implementation, integration and support of Salesforce CRM and Salesforce applications.

Experienced in all phases of Software Development Life Cycle (SDLC) which involves requirements gathering, requirements analysis, design, development, implementation and enhancement of projects in Salesforce.com.

Experience in Salesforce Lightning features like activities, contextual hovers, opportunity board, customizable dashboard.

Expertise in Aura framework, Lightning Web Components and Salesforce Lightning Design System (SLDS).

Strong knowledge in customized Case Management with Validation Rules, Escalation Rules Approval Process, workflow, Lightening, Reports and Dashboards for auto lead routing, lead escalation and Email Alerts.

Experienced in using Salesforce Lightning UI, creating Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.

Skilled in implementing Apex Classes, Visualforce Pages, Apex Components and Controllers, Triggers, Test Methods and writing SOQL/SOSL queries, Lightning/Aura frameworks and components.

Experience in SFDC development using Apex classes and Triggers, Batch apex, Email services, Visualforce Pages, Web Services, SFDC Integration.

Hands on experience in designing, developing and implementing applications like Sales, Marketing, and Service and Support modules in Force.com platforms.

Expertise in building Visualforce Pages, Visualforce Custom Controllers, Components, Custom Objects, Reports, Dashboards, Tabs and Customer communities, Analytic Snapshots.

Good knowledge in Security Controls, Manage Users, Data Management (Data Loader, Import Wizard), Work Bench, Data Migration, Partner WSDL, Enterprise WSDL and managing Sandbox Environments.

Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Quote, Forecasting, and Call Center.

Hands on experience in building Schedule Apex and Batch Apex jobs.

Extensive experience in customizing the User Interface of Salesforce CRM using Apex Programming, Custom Controllers, Visualforce, CSS, and JavaScript.

Experience in implementing Service Cloud which includes Omni-Channels, Routing Configurations, Entitlement Management, Knowledge Basics, Knowledge search Basics, Call center integration and Salesforce for Outlook.

Experience in creating complex Reports & Dashboards (KPIs) for Business Leaders, Dynamic Dashboards for Sales users and Service users.

Good Knowledge in dealing with the functionalities related to the Service cloud, Sales Cloud, Marketing and Community.

Experience in Deployments using Change Sets and Visual Studio Code

Experience in querying salesforce.com database using SOQL & SOSL queries using Force.com Explorer.

Good experience in integrating Salesforce.com with Oracle using Webservices like Soap API and Rest API.

Experience with IDE tools: Visual Studio, Eclipse and Force.com.

Expert in SFDC Administrative skills such as creating Profiles, Roles, Users, Relationships, Page Layouts, Approvals, Workflows, Reports, Dashboards, Emails Alerts, Objects, Tasks and Events.

Experience working in Agile methodology, Scrum methodology, Waterfall model and Test-driven development.

Excellent leadership and interpersonal skills, team player with ability to work effectively with all levels of organization and individually as well.

TECHNICAL SKILLS:

CRM

Salesforce.com

Salesforce Technologies

Salesforce CRM, Lightning Components, Standard/Custom Objects, Roles and Profiles, Workflows, Assignments, Triggers, Record Types, VisualForce, Apex, Validation Rules and Approvals, SOQL, SOSL, Web services, Data Loader.

SFDC Tools

Force.com Eclipse IDE, Plug-in, Force.com Explorer, Force.com Excel Connector, Force.com Platform (Sandbox and Production) Exact target, Sales cloud, Service Cloud, Marketing Cloud.

Data Migration Tools

Data Analysis, Data Cleansing, Data Normalization, Data Migration, Data Loader

Web Technologies

HTML5, Angular JS, AJAX, JavaScript, XML, CSS3

Database

PL/SQL, SQL Server, Oracle, My SQL.

Other Tools

MS Office Suite, MS Excel, MS Visio, MS TFS.

Project Management

Agile/Scrum, Waterfall, Agile

Operating Systems

Windows, Linux, Unix

PROFESSIONAL EXPERIENCE:

Custom Ink, Fairfax, VA Apr 2024 – Till Date

SFDC Developer/Admin

Responsible for building the complex Data Model within Salesforce.com by interacting with various teams for understanding the business and implementing the project end to end.

Working on a Large-scale & complex Salesforce development projects along with integrating date from other systems/Repositories.

Developed Apex program & Apex triggers for various functional needs and worked with dynamic Apex to access objects & fields to describe information, execute SOQL, SOSL & DML queries

Created multiple Lightning Components, added CSS and Design Parameters that makes the Lightning component look and feel better.

Created Aura based Components, Attributes, and Controllers which can be compatible to access through Lightning App builder.

Created a lookup utility using Lightning, Apex classes and SOSL to lookup Users and add them as a Case Team to the case record.

Extensively used Salesforce Lightning Design Systems (SLDS) components in the Lightning Application.

Designed and deployed custom tabs, objects, page layouts, components, Visualforce pages, validation rules, approval processes and auto-response rules, added fields and functionality using custom controllers and extensions.

Created new components in Lightning to add functionality to existing Visualforce pages using Lightning Out.

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

Implemented pick lists, dependent pick lists, lookups, master detail relationships & record types to enforce data quality setup marketing campaigns and assignment rules

Created Apex methods for the lightning controller and helper methods to perform DML operations on the case records.

Implemented Test Methods for the Apex Code and followed best practices to avoid governor limits and achieve better code coverage

Developed Custom Salesforce App for sales executives using Force.com toolkit.

Extensively implemented Visual Flows for automatic sales and service process in Service Cloud.

Created workflow rules and defined related tasks, email alerts and field updates.

Worked on Salesforce administrative tasks such as creating users, roles, profiles, permissions, public groups, queues, sharing rules, validation rules, single sign-on, and deployments.

Migrated data from Traditional Applications to Salesforce using Import Wizard and Data Loader Utility.

Used Visual Studio for writing business logic in Apex programming language.

Integrate of Application with Salesforce.com with using REST web services API.

Supporting the Service cloud modules, Salesforce SF1, Client interfacing and Chatter when converting leads and dealing with cases.

Created various Reports, Report Folders and Dashboards on the existing Object data to visualize some key indicators to help business analyze the volume of cases created within a specific time range.

Assisted stakeholders during UAT and QA team in thorough regression testing &analysis of the applications.

Environment: Salesforce.com Platform, Salesforce APIs, Lightning Web Components, Reports, Dashboards, Email, Triggers, Sharing Rules, Validation Rules, SOQL, SOSL, Data Loader, App Exchange, Data Tools, Visual Studio, Change Sets, Windows.

Acnb Bank, Gettysburg, PA Apr 2022 – Mar 2024

Salesforce Developer/Admin

Interacted with users to understand complex business requirements and documented the requirements.

Involved in Designing, Developing and Data Modeling of the application and ensured that they are within the Salesforce Governor Limits.

Worked on writing Apex Triggers & Apex Classes, Batch Apex and Scheduled Apex.

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

Created various Custom Objects, Custom Settings, Custom Labels, Validation rules, Record types, Custom Tabs, Workflow rules, assignment rules and approval process.

Performed Deployment related tasks during Go Live using Visual Studio deployment and Change Sets to accomplish code push.

Customized existing Visualforce to align with Salesforce new Lightning UI experience.

Created multiple Lightning Components, added CSS and Design Parameters that makes the Lightning component look and feel better.

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

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

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

Efficiently worked on customizing with standard Salesforce.com objects like Accounts, Contacts, Leads, Cases and Opportunities using Apex.

Created various Custom Reports for standard objects as well as custom objects to give complete detail overview of Customer (Account) Orders, Renewal Forecasting, and Customer Balance Report.

Used Web Services like SOAP API and Rest API to integrate with external systems.

Created Public Groups, Queues, Permission Sets, Profiles, Users &Security Settings based on role hierarchy. Involved in Data Migration from three Legacy Systems to Salesforce.

Developed and configured Dashboards, Ad hoc Reports and Report Folders for different user profiles based on the need in the organization.

Involved in administrative activities like periodic data cleansing, security setup and daily standup meetings, Scrum. This resulted to bring good solution to the business requirement.

Used Data Loader and Import Wizard for Data Export, Updates and Backup for the organization.

Created workflows for automated Lead Routing, Lead Escalation, and Alerts & Custom Coaching Plans.

Configured Service cloud to prevent irrelevant and sensitive data from being displayed

Supported the Data migration activities using out of the box Data Loader.

Provided development, implementation, and updating focusing on Service cloud.

Environment: Salesforce.com, Lightning Web Components, Pages, Data Loader, Service Cloud Console, Reports, SOQL, SOSL, Custom Objects, Custom Tabs, Data Management, Profiles, Page Layout, Validation Rules, Visual Studio, Change Sets, Windows.

DSW, Columbus, OH Jan 2020 – Mar 2022

SFDC Developer/Admin

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

Created workflow rules and defined related tasks, time triggered tasks, process builder, email alerts, field updates to implement business logic.

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

Customized Service Cloud Console using Salesforce Console Integration Toolkit.

Worked extensively in customization of Service Cloud Console by embedding Visualforce pages in custom console components, highlight panel and interaction log.

Worked on development of Salesforce.com in Salesforce technologies such as Apex, Lightning Web Components (LWC).

Worked on Lightning components and added Design Parameters from Lightning Design System (LDS) Customized Lightning components were built using JavaScript on client side and Apex on server side.

Created a user interface in Lightning using Aura components, CSS, Bootstrap for a user to enter case details and submit into Salesforce.

Used Salesforce Lightning Inspector to debug the lightning components during the development process.

Used Salesforce1 simulator during the development to test if the lightning components works properly on the mobile device.

Provided technical consulting and support in solution integration and API design activity that occurs during various phases of the project.

Assisted in guiding the customers on Service Cloud implementation.

Managed users, public groups, profiles, and roles within the Salesforce CRM; this involved designating access to the applicable user within the user hierarchy.

Managed forecasts, contract management and pipeline maturity through the Salesforce.com CRM software.

Created, implemented and modified the Custom objects, Page layouts, Custom tabs, and Components, to suit to the needs of the application.

Fixed issues with custom Lightning Event Management app on styles and controllers for in-built apps.

Loaded/managed the data using Apex Data Loader and Excel Connector.

Maintained data cleanliness and accuracy by adding custom validation rules, custom formulas, reports and dashboards.

Performed administrative tasks - creating Users, Profiles, Roles, Permission Sets, Page Layouts, Record Types and configured sharing rules based on Organization role hierarchy.

Deployed components across different production instances using Change Sets.

Worked on SOQL and SOSL statements in Triggers using Workbench.

Maintained requirements in JIRA for tracking and testing purposes.

Environment: Salesforce.com, Apex Language, Lightning Web Components, Aura Framework, Service Cloud, Apex Classes, Controller Classes and Apex Triggers, Apex Data Loader, SOQL, SOSL, Change Sets, Visual Studio, Jira, Windows.

ProSight Specialty Insurance, Morristown, NJ May 2017 – Dec 2019

SFDC Developer/Admin

Gathered the requirements for Salesforce implementation from various business user groups and documented the business and software requirements.

Created Apex Triggers and classes and developed and managed complex workflows, approvals, validation rules, assignment rules, and system triggers.

Used field level security along with page layout to manage the visibility and accessibility of fields for different profiles.

Worked with Apex on Force.com IDE, created custom controller classes for Visualforce pages and to implement custom business logic.

Implemented various AppExchange products based on organization needs.

Migrated data from a homegrown legacy system to Salesforce CRM.

Engineered Apex Classes, Controller Classes, and Apex Triggers to fulfill diverse functional requirements within the application, contributing to its robust and efficient architecture

Imported data from excel sheets into Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.

Accountable for composing SOQL and SOSL queries, adhering to Governor Limits, to address the data manipulation requirements of the application utilizing platform database objects.

Implemented Web to Case, Email to Case functionalities to provide better customer support to the customers.

Assigned and escalated cases according to proper rules to ensure proper routing to case team members.

Tracked customer-related tasks and activities by developing workflow rules, tasks, emails, and alerts

Integrated Salesforce Lightning across all devices to deliver a modern, smart experience.

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

Utilized Cast Iron Integration Systems to integrate Salesforce CRM with legacy systems.

Created a variety of email templates for automatic customer responses.

Implemented post-implementation support to assist end users in creating reports, dashboards, and administering certain tasks, including maintaining user profiles.

Involved in Unit Testing, Code Coverage and Code Review. Analyze the code and develop the Technical Documentation.

Used Apex Data Loader, Demand tool for migration of data into Salesforce.com from external systems.

Helped end users get familiar with the application, generated reports and saved them for future access.

Environment: Salesforce.com platform, Data Loader, Apex Classes, Controllers, Triggers, Sales Cloud, Data Migration, Cast Iron, Salesforce Lightning, Visualforce, SOQL, SOSL, Workflow & Approvals, Java Ant, Custom Reports, Dashboards.

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