Salesforce Administrator Customer Service

Madhuri Vallangi

Phone: +1-913-***-**** Email: *****************@*****.***

Salesforce Administrator/Developer

PROFESSIONAL SUMMARY:

Salesforce Administrator and Developer with 7+ years of experience managing and optimizing Salesforce CRM platforms for diverse business needs.

Proven ability to collaborate with cross-functional teams to enhance CRM efficiency, streamline workflows, and support business growth through technology solutions.

Good experience with Administration, Configuration, Customization, Development and support experience on Salesforce.com Platform.

Designed and maintained custom objects, fields, record types, page layouts, and validation rules to support diverse business processes across multiple departments.

Automated complex business workflows using Process Builder, Flows, and Approval Processes, significantly reducing manual work and improving operational efficiency.

Created and optimized advanced reports and dynamic dashboards, delivering actionable insights to sales, marketing, and executive leadership teams for data-driven decision-making.

Implemented data quality initiatives including deduplication, mass data imports, and routine data audits using Data Loader to ensure system accuracy and reliability.

Collaborated closely with business stakeholders to gather requirements, analyze pain points, and translate them into scalable Salesforce solutions aligned with business objectives.

Configured sandbox environments for development, testing, and training purposes, ensuring risk-free deployments and smooth change management.

Deployed configuration changes from sandbox to production using Change Sets, maintaining proper version control and minimizing post-deployment issues.

Delivered user training programs and developed comprehensive documentation, boosting user adoption and maximizing the value of Salesforce investments.

Integrated Salesforce CRM with third-party applications such as DocuSign, Pardot, and Outlook, enhancing cross-platform productivity and automation capabilities.

Implemented Service Cloud features including case assignment rules, escalation processes, and knowledge articles to improve customer service workflows and resolution times.

Applied role-based access controls and field-level security configurations to safeguard sensitive information and maintain compliance with data protection regulations.

Performed periodic system health checks and security audits, identifying potential risks and recommending preventive measures to ensure system stability.

Designed email templates, alerts, and automation rules for lead nurturing, campaign follow-ups, and customer engagement activities across multiple touchpoints.

Assisted in territory management and quota tracking using Salesforce forecasting tools, ensuring accurate sales performance metrics for leadership.

Supported marketing automation workflows by integrating Pardot and Marketing Cloud, enabling lead scoring, campaign tracking, and ROI analysis.

Delivered monthly and quarterly executive dashboards highlighting KPIs, sales pipeline status, and operational performance metrics.

Experienced in implementation using Apex Controllers, Triggers, Web Services and Visual Force Pages, Components, Tabs, Custom Objects, Reports and Dashboards.

Expertise in development using Visual Force and Apex, SOQL, SOSL, WSDL, Web Services API and custom user interfaces using HTML and Apex tags.

TECHNICAL SKILLS:

Salesforce Technologies

Apex Language, Classes, Triggers, SOQL, SOSL, Visualforce (Pages, Components and Controllers), Apex Data Loader, Apex Web Services, Dashboards, Analytic Snapshots, Custom Objects.

Salesforce Tools

Force.com Eclipse IDE Plug-in, Force.com Explorer, Force.com Data Loader, Force.com Platform (Sandbox and Production), Force.com Migration Tool.

Programming Languages

Java, C, C++.

Web Technologies

HTML, CSS, JavaScript, JQuery,XML, JSP, JSF, JSON,AJAX, Servlets.

Databases

MySQL, Oracle 11g/12c

ETL tools

Informatica, MS SQL Server

Operating Systems

MS Windows, Mac OS-9/10

Tools

Eclipse, MS Office, Microsoft Visio

PROFESSIONAL EXPERIENCE:

Insurance Auto Auctions Westchester, IL Oct 2024 - Present

Salesforce Administrator/ Developer

Responsibilities:

Managed user provisioning, roles, profiles, and permission sets in Salesforce, ensuring accurate access control and maintaining compliance with organizational security standards.

Designed and customized Salesforce objects, fields, page layouts, record types, and validation rules to support evolving business processes and system requirements.

Automated manual business workflows using Process Builder, Flows, and Approval Processes, significantly reducing processing times and operational bottlenecks.

Developed and maintained advanced Salesforce reports and dashboards, delivering real-time insights to sales, marketing, and leadership teams for strategic decision-making.

Collaborated with cross-functional stakeholders to gather requirements and deliver Salesforce solutions aligned with sales, service, and marketing needs.

Migrated from Salesforce Classic to Lightning Experience, customizing Lightning pages and components to improve user experience and adoption rates.

Implemented Service Cloud features including case routing, escalation rules, and knowledge base articles to enhance customer service efficiency and resolution times.

Performed regular data audits, cleansing, and mass data updates using Data Loader, maintaining high levels of data quality and system integrity.

Configured and maintained sandbox environments for testing, training, and development, ensuring smooth and error-free production deployments.

Created users, roles, public groups, sharing rules and record level permissions to manage sharing access among different users.

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

Developed Custom Objects, Custom Reports and configured analytical snapshots to dump the data on a regular basis for sales performance and lead generation statics.

Implemented Service Cloud capabilities including Omni-Channel routing, Live Agent Chat, and Knowledge Base to enhance customer support efficiency.

Designed role-based dashboards with dynamic filters for leadership, enabling real-time KPIs, sales forecasts, and pipeline health tracking.

Used Git for source control and implemented branching strategies for managing Salesforce development across multiple teams and environments.

Implemented Service Cloud capabilities including Omni-Channel routing, Live Agent Chat, and Knowledge Base to enhance customer support efficiency.

Performed Salesforce security audits, field accessibility reviews, and permission reviews to ensure compliance with GDPR and company standards.

Migrated legacy data from SQL Server, Oracle, and Excel into Salesforce using Informatica Cloud and Data Loader with error handling scripts.

Implemented Einstein Activity Capture and Salesforce Inbox to improve productivity and CRM adoption among sales and marketing teams.

Assisted in implementing Salesforce DevOps practices, including automated testing, code reviews, and continuous integration workflows.

Designed Einstein Analytics dashboards and datasets to enable advanced reporting and AI-driven insights for business decision-making.

Designed role-based dashboards with dynamic filters for leadership, enabling real-time KPIs, sales forecasts, and pipeline health tracking.

Worked on setting up customer and partner Communities for establishing secure and maintaining good communication Between Customers, Partners and Company.

Used Data Loader for Insert, Update, and Bulk Import or Export of Data from Salesforce.com S-Objects. Used it to read, extract, and load data from Comma Separated Values (CSV) files.

Performed IDE, Change Sets and ANT Script deployments as needed and validated the components before deployment to ensure a smooth process.

Creating documentation for deployments and deploying all Salesforce.com changes in Developer Sandbox to test Sandbox to QA sandbox when once sanity check has been done.

Used SOQL&SOSL for data manipulation needs of the application by preprocessing records and generating Sets to avoid hitting the Governor limits.

Implemented Service Cloud for customer service, including configuration of email to case, case assignment rules, managed migration and release of Service Cloud.

Integrated Salesforce with third-party applications like DocuSign, Pardot, and Outlook to streamline operations and improve end-to-end process automation.

Applied role hierarchy, sharing rules, and field-level security settings to protect sensitive business data while enabling appropriate user access.

Provided end-user training sessions, created knowledge base documentation, and offered ongoing support to maximize Salesforce adoption across the organization.

Performed UAT (User Acceptance Testing) for new customizations and Salesforce releases to ensure functionality aligned with business expectations before production rollout.

Monitored Salesforce seasonal release updates, evaluating new features and implementing them to optimize system performance and user experience.

Managed lead assignment rules, opportunity stages, and pipeline configurations to standardize sales processes and improve team productivity.

Coordinated with Salesforce Support for issue escalation and resolution, ensuring minimal downtime and optimal platform performance.

Implemented Multi-Factor Authentication (MFA) and Single Sign-On (SSO) for enhanced security and simplified user login experiences.

Created approval workflows for discount requests, budget approvals, and contract renewals to streamline decision-making processes.

Documented all Salesforce configurations, processes, and workflows for audit purposes, system maintenance, and knowledge transfer.

Environment: Saleforce.com, Salesforce Communities, Apex Classes, Visual Force, Controllers, Triggers, Pages, Data Loader, Lightning Components, Data Migration, Sales Cloud, Service Cloud, HTML, Workflow & Approvals, Java Script, Reports, Custom Objects, Custom Tabs, Dashboards, Windows.

ADP Hyderabad, India Feb 2020 - Dec 2022

Salesforce Developer

Responsibilities:

Worked as enhancement team member and performing the roles of Salesforce.com Developer and Administrator in the organization.

Designed the solutions for business and technical requirements by customizing various standard objects of SalesForce.com (SFDC).

Built dynamic Lightning Web Components (LWC) and Aura Components to deliver responsive, modern user interfaces that improved performance and usability across Salesforce platforms.

Created custom REST and SOAP APIs for seamless integration between Salesforce and external applications, ensuring secure and reliable data exchange.

Automated business workflows using Flows, Process Builder, and Apex logic to reduce manual intervention and improve operational efficiency across departments.

Implemented asynchronous Apex (Batch Apex, Queueable, and Future Methods) for processing large data volumes without impacting system performance or user experience.

Designed complex SOQL and SOSL queries for data manipulation, reporting, and troubleshooting, optimizing query performance to stay within governor limits.

Migrated Salesforce Classic environments to Lightning Experience, customizing Lightning pages, actions, and record layouts to drive user adoption and productivity.

Monitored and optimized Salesforce governor limits, ensuring performance stability while implementing advanced Apex logic and integrations.

Performed unit testing, integration testing, and user acceptance testing (UAT) for all Salesforce enhancements before production deployment.

Implemented event-driven architectures using Platform Events and Streaming APIs for real-time notifications and integrations across systems.

Created dynamic email templates and automated email alerts for marketing campaigns, lead nurturing, and customer engagement processes.

Integrated Salesforce with Marketing Cloud and Pardot for lead scoring, campaign management, and automated marketing workflows.

Implemented role-based security models, sharing rules, and field-level security to ensure proper data visibility and compliance with company policies.

Configured Salesforce DevOps tools like Copado and Gearset for version control, automated testing, and deployment management.

Developed custom Lightning record pages using Lightning App Builder and Dynamic Forms to deliver a tailored user experience across profiles.

Collaborated with business analysts and product owners to gather requirements and translate them into scalable Salesforce technical solutions.

Created batch data processing jobs for large data migrations, scheduled data cleanups, and periodic data archival tasks.

Participated in Salesforce seasonal release readiness, enabling new platform features and ensuring compatibility with existing customizations.

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

Environment: Apex Classes, validation rules, Apex Triggers, Controller Classes, Visual Force, Java, JSP, Servlets, Eclipse 2.0, Apache Tomcat 4.

Accenture Hyderabad, India Dec 2016 - Aug 2019

Salesforce Developer

Responsibilities:

Extensive knowledge in creating Apex triggers, Apex Classes and developed Complex Workflows, Approvals, Validation rules, Assignment Rules and System Triggers.

Implementing WebServices (REST API) between three salesforce organizations to send and retrieve information based on criteria.

Developed custom Visualforce pages with Apex controllers for legacy features and integrated them with Lightning Components for modern UI compatibility.

Configured and customized Sales Cloud and Service Cloud features including Leads, Opportunities, Case Management, and Knowledge Base for business-specific workflows.

Implemented Continuous Integration/Continuous Deployment (CI/CD) pipelines using tools like Jenkins, GitHub, and Salesforce CLI for faster and error-free deployments.

Built approval processes, validation rules, and custom metadata configurations to standardize and automate complex business approval cycles.

Designed data model architecture with custom objects, relationships, and field-level security to support scalable Salesforce implementations.

Worked with integration tools like MuleSoft, Informatica, and Dell Boomi for bi-directional data synchronization between Salesforce and ERP/HRMS systems.

Documented technical specifications, workflows, and system configurations for ongoing support, audits, and knowledge transfer purposes.

Delivered post-implementation support and end-user training, ensuring smooth adoption of newly developed Salesforce features and functionalities.

Created batch Apex jobs for scheduled data processing, large data migrations, and periodic maintenance activities across Salesforce environments.

Integrated Salesforce with Azure, AWS, and Google Cloud services for real-time analytics, data storage, and IoT integrations using REST APIs and middleware tools.

Implemented Platform Events and Change Data Capture (CDC) for event-driven architectures, enabling real-time updates across integrated enterprise systems.

Worked with external messaging queues like Kafka and AWS SQS for asynchronous message processing integrated with Salesforce APIs.

Designed Einstein Analytics dashboards and datasets to enable predictive insights and AI-powered decision-making for business stakeholders.

Used Salesforce DX (SFDX) for modular development, source tracking, and scratch org-based testing to improve CI/CD pipelines and code quality.

Used custom metadata types and custom settings for dynamic configuration management, reducing hardcoded values and improving system flexibility.

Developed Visualforce pages with dynamic rendering logic for legacy applications while gradually migrating functionality to Lightning Web Components.

Integrated with external system using WebServices Callouts for cleansing the address and save the data in the pages of salesforce.com.

Installed Salesforce AppExchange Apps, configured and maintained user security permissions with associated to organization needs.

Environment: Force.com IDE, Workflows, Salesforce Sales cloud, Approvals, Custom Objects, Formula fields, Triggers, Apex classes, Visualforce pages, Analytical Snapshots and Web Services, Selenium, SVN.

Amazon Hyderabad, India Oct 2015 - Nov 2016

Java Developer

Responsibilities:

Developed and maintained Java-based enterprise applications using Core Java, JDBC, and J2EE technologies, ensuring performance, scalability, and maintainability.

Built RESTful and SOAP web services using Spring Boot and JAX-RS, enabling seamless integration with external systems and third-party applications.

Implemented Spring Framework modules such as Spring MVC, Spring Data JPA, and Spring Security to develop secure, modular, and maintainable applications.

Designed microservices architecture using Spring Boot and Spring Cloud, improving system scalability, modularity, and fault tolerance.

Developed multi-threaded and concurrent applications leveraging Java Concurrency APIs and Executor Framework for high-performance processing.

Worked extensively with Hibernate and JPA for ORM mapping, optimizing database interactions, and ensuring minimal SQL overhead.

Designed and optimized SQL queries, stored procedures, and database schemas for relational databases like MySQL, Oracle, and PostgreSQL.

Implemented unit testing frameworks such as JUnit and Mockito, achieving high test coverage and ensuring bug-free releases in CI/CD pipelines.

Integrated message brokers like Apache Kafka and RabbitMQ for real-time asynchronous event-driven communication between microservices.

Migrated legacy monolithic applications to microservices and containerized environments using Docker and Kubernetes for better deployment scalability.

Developed cloud-ready applications and deployed them on AWS using EC2, S3, Lambda, and RDS services, ensuring high availability and fault tolerance.

Implemented design patterns such as Singleton, Factory, Observer, and Strategy to ensure reusable, maintainable, and clean code architecture.

Created asynchronous and event-driven systems using Java CompletableFuture, Reactive Streams, and Project Reactor for non-blocking performance.

Worked in Agile/Scrum development environments, participating in sprint planning, daily standups, and retrospective meetings.

Configured API Gateways and load balancers for microservices applications, ensuring secure routing and traffic distribution.

Migrated on-premise Java applications to cloud-native architectures on AWS and Azure, improving system availability and cost efficiency.

Documented technical specifications, architecture diagrams, and deployment workflows for internal knowledge sharing and future maintenance.

Environment: Core Java, J2EE, JDBC, Spring Boot, Spring MVC, Spring Data JPA, Spring Security, Spring Cloud, Hibernate, JPA, RESTful & SOAP Web Services, Microservices Architecture, Docker, Kubernetes, Apache Kafka, RabbitMQ, MySQL, Oracle.

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