- Collaborated with stakeholders to gather requirements for LWC development and implemented client-side logic using JavaScript and the LWC framework.- Developed Apex and asynchronous Apex classes and triggers. Wrote and executed test classes for reliability.- Integrated the Salesforce platform with external systems using REST, SOAP, and Bulk APIs, ensuring seamless data flow and system interoperability.- Utilized Jira as the primary project management tool to track project progress, tasks, and issues throughout the project lifecycle.- Developed complex SQL queries and optimized them for performance within Snowflake, enabling efficient data retrieval and analysis.- Provided training and support to users, troubleshooting issues, creating knowledge articles, and resolving user requests and inquiries.

- Developed and built solutions using Apex triggers, resolving errors occurring from triggers.- Designed and implemented complex record-triggered and screen flows in Salesforce, reducing manual effort by 20% and increasing efficiency by automating key business processes.- Worked closely with sales, marketing, and support teams to gather feedback, address concerns, and ensure buy-in for the changes. Monitored the impact to identify any issues or areas for improvement.

- Created, managed, and maintained user accounts, profiles, and roles within the Salesforce platform.- Configured and customized Salesforce to meet the specific needs of the organization, including creating custom objects, fields, workflows, and validation rules.- Handled data management tasks within Salesforce, such as data cleansing and data quality upkeep, using Data Import Wizard and Data Loader tools to import/migrate data into Salesforce.- Designed and deployed workflow rules and Process Builder in Salesforce, streamlining important business processes and boosting productivity by automating manual operations like email notifications, field updates, and task generation.- Designed and implemented approval processes. Created and customized email templates and notifications for use in approval processes, improving communication and increasing transparency.- Managed and customized Salesforce case management processes, configuring queues, groups, assignment rules, and email alerts/templates. Reduced case resolution times by 30% and improved customer satisfaction scores by 25% through the automation of case assignments and streamlined communication with customers and internal teams.- Built and maintained reports and dashboards. Used row and summary level formulas and bucketed reports to monitor SLA performance for different LoBs (Lines of Business).

- Provided comprehensive technical support to US-based customers, swiftly resolving hardware and software issues for laptops and desktops via phone support.- Proficient in creating service requests, documenting actions, and linking Oracle knowledge base articles for issue resolution using Siebel.- Diligently maintained the incident tracking system, ensuring adherence to company policies and delivering outstanding customer service with patience and effective communication.