• Administered licensing and permissions to over 300+ Service Cloud and CPQ users.• Provided first line Omnichannel and CPQ user support, effectively managing the casequeue and ensuring timely resolution of issues.• Assisted in data loads using DataLoader and Workbench to facilitate smooth dataimport/export to and from Salesforce.• Generated reports and established dynamic dashboards for leadership team.• Configured and implemented DocuSign, adhering to best practices, and optimizingbusiness processes for electronic signatures.• Played a pivotal role in training and enablement initiatives for all front-end users.• Oversaw Omni-Channel setup and user configuration for Service Cloud Voice.• Configured Single Sign-On (SSO) and Multi-Factor Authentication (MFA).• Actively participated in testing and deployment phases for hot-fixes and major releases.• Documented workflows, order-to-cash processes, and training materials to supportorganizational knowledge and standardization.• Gathered and presented new requirements to the business and development team,facilitating continuous improvement and innovation.• Led the migration from Classic Salesforce to Lightning Experience.

• Led the post implementation support for Sales Cloud and Litify to meet the specificneeds of the law firm, ensuring optimal system performance and user satisfaction.• Conducted User Account Management activities, including onboarding new users,managing profiles, roles, permissions, and security settings.• Maintained existing custom objects, fields, page layouts, validation rules and recordtypes to streamline legal processes.• Designed and implemented workflow rules, validation rules, and process automation toimprove efficiency and reduce manual tasks.• Customized Litify to enhance case management, client communication, and documentautomation. Provided ongoing support and optimization for Litify features.• Logged, monitored, and managed client cases regarding reported problems, assistingattorneys and paralegals with problem management documentation and case tracking.• Created and maintained custom reports and dashboards for legal and admin teams.• Provided training and support to attorneys and staff, enhancing their proficiency withSalesforce and Litify.• Performed other duties as assigned, demonstrating regular/reliable attendance.

• Defined product vision and managed the backlog and prioritized features.• Gathered requirements from future users and client for accurate product roadmaps.• Built reports and dashboards in Salesforce for progress tracking.• Occasionally performed Scrum Master duties like facilitating daily scrum meetings, storygrooming and sprint planning.• Managed data transfer from in-house data warehouses to Salesforce Sales Cloud.• Managed product vision, backlog prioritization, defined user acceptance criteria and userstory definition in Jira.• Monitored product progress and facilitated communication with stakeholders.• Conducted bi-weekly demonstrations for completed user stories.• Collaborated with stakeholders on user acceptance testing and ensured correct contractsyncing.

Successfully sold various insurance products, achieving and exceeding sales targets.• Provided personalized insurance solutions, including life, health, and property insurancepolicies. Conducted detailed consultations with clients to assess their insurance needsand financial goals.• Maintained strong relationships with existing clients, ensuring high levels of customersatisfaction and retention.• Regularly reviewed and updated clients’ insurance portfolios to match their evolving needs.• Prepared and submitted regular sales reports and performance metrics to management.• Assisted clients with the claims process, ensuring timely and accurate submission ofrequired documentation.• Liaised with the claims department to expedite claim settlements and resolve any issues.• Conducted market research to stay informed about industry trends, competitor offerings.• Provided training and mentorship to new insurance agents, sharing best practices andsales techniques.• Participated in workshops and seminars to educate clients and prospects about insuranceproducts and financial planning.