Dave K Email & Phone Number

Atlanta, Georgia, United States

* Implemented Salesforce Service Cloud with Experience Cloud integration, enhancing customer service capabilities and enabling self-service options for Delta's passengers.* Developed Lightning Web Components (LWC) for Experience Cloud, providing a responsive and personalized user interface for Delta's customers accessing the portal.* Established a CI/CD pipeline using Copado, automating the deployment process and ensuring consistency and reliability across Salesforce environments.* Integrated MuleSoft with Salesforce to facilitate seamless data exchange between Salesforce and Delta's backend systems, improving data visibility and operational efficiency.* Orchestrated CTI integration with Salesforce Service Cloud, enabling agents to handle customer inquiries more efficiently by accessing relevant information directly within the Salesforce console.* Leveraged platform events in Salesforce to enable real-time communication and event-driven architecture, facilitating proactive customer engagement and operational insights.* Customized Salesforce Lightning Components to integrate with MuleSoft APIs, enabling Delta's sales and service teams to access and update data from multiple systems within the Salesforce interface.* Utilized Salesforce Communities alongside MuleSoft integration to provide customers with a unified and personalized experience across multiple channels, including web, mobile, and social.* Collaborated with cross-functional teams to design and implement scalable and extensible solutions on the Salesforce platform, aligning with Delta's long-term business objectives and technological roadmap.* Implemented comprehensive monitoring and analytics solutions leveraging Salesforce Einstein Analytics and MuleSoft Anypoint Monitoring, enabling Delta to gain actionable insights into customer behavior and operational performance.

Conshohocken, Pennsylvania, United States

* Developed Lightning Web Components (LWC) and Aura Components to customize and extend the functionality of Salesforce Service Cloud, catering to the specific needs of AmerisourceBergen's healthcare operations.* Implemented Service Cloud to streamline customer support processes, allowing AmerisourceBergen to efficiently manage inquiries, cases, and service requests from healthcare providers and patients.Integrated Marketing Cloud with Service Cloud to create personalized marketing campaigns and automate communication workflows, enhancing engagement with healthcare stakeholders and driving business growth.* Leveraged Einstein Chatbot to provide AI-powered self-service capabilities within Service Cloud, enabling healthcare providers and patients to find relevant information and resolve issues quickly and easily.* Configured OmniChannel in Service Cloud to route inquiries and cases to the most appropriate agents based on skillset, workload, and priority, optimizing resource utilization and improving customer service efficiency.* Customized Marketing Cloud Journey Builder to orchestrate multi-channel marketing campaigns targeting healthcare providers and patients, ensuring consistent and impactful messaging across email, SMS, and social media channels.* Developed Lightning Components and Visualforce pages to create custom dashboards and reports in Service Cloud and Marketing Cloud, providing actionable insights into customer interactions, campaign performance, and service metrics.* Implemented data integration solutions using Salesforce APIs and third-party middleware to synchronize data between Service Cloud, Marketing Cloud, and external systems, ensuring data consistency and accuracy across the Salesforce ecosystem.

Providence County, Rhode Island, United States

* Implemented CTI integration with Salesforce Service Cloud to facilitate seamless communication between Citizens Bank's contact center agents and customers, enhancing service quality and efficiency.* Deployed Experience Cloud to create a customer self-service portal, allowing users to access account information, FAQs, and support resources, thereby reducing the workload on the contact center.* Led the implementation of nCino to streamline loan origination and servicing processes, ensuring compliance with regulatory requirements and improving operational efficiency.* Utilized Einstein Analytics to analyze customer data and transaction patterns, enabling data-driven decision-making and targeted marketing campaigns.* Integrated Salesforce with Dell Boomi middleware to synchronize data between Salesforce and external systems, ensuring data integrity and real-time access to critical information.* Implemented Vlocity to enhance the bank's capabilities in areas such as wealth management, commercial banking, and insurance, enabling personalized customer experiences and driving revenue growth.