Crm / Salesforce.Com Quality Analyst & Technical Support
CRM / Salesforce.com Quality Analyst (from September 2011 to February 2013):-Analyzing data to provide information on the particular defects or trends that can be addressed. Providing feedback to agents about their performance and helping them through training, inductions and quality calibration sessions to keep their skills growing. -Acting as a role model and team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative, being able to supervise other team members in technical aspects of the account knowledge.-Following established processes and/or knowledge base articles and recommending improvements to these as appropriate to resolve routine customer enquiries. Documenting actions taken to resolve enquiries.-Taking responsibility for learning about current products/systems to build own technical knowledge to support business requirements.-Supporting Tier2 agents on cases including: Formulas, Creating Apps, Inbound and Outbound Change Sets, Validation Rules, Assignment Rules, Escalation Rules, HTML Email Templates, Record Types, Web to Lead, Auto Response Rules, Field Sets, Partner Portal, Self Service Portal, Customer Portal, Fiscal Year, Sandbox environments, Data Loader, Salesforce Mobile etcCRM / Technical Support Tier1 agent for Salesforce.com (from September 2009 to September 2011):-Working with support cases for all Salesforce.com objects (Chatter, Reports, Dashboards, Quotes, Mass Emails, Salesforce to Salesforce sharing, Campaigns, Opportunities, Forecast, Territory Management, Mail Merge, Microsoft Office Outlook, Excel, Word, User Accounts etc). -Taking ownership for listening to and understanding the customer’s problem. Using relevant information to diagnose and to resolve or enable resolution in a timely manner.-Escalating issues as necessary to deliver required service level and meet or exceed customer expectations/SLA.
