Maxim Malyshev Email & Phone Number

• Gather requirements from stakeholders, ensuring a comprehensive understanding of their needs and objectives.
• Design, implement, and test customized Salesforce solutions to optimize business processes and enhance user productivity.
• Manage user access and security settings, creating profiles, roles, and permission sets to enforce data security protocols.
• Create customized reports and dashboards to provide insights, enabling data-driven decision-making.
• Provide ongoing user support, troubleshoot issues, and resolve technical challenges promptly.

• Communicated with stakeholders to understand their needs and translate them into effective Salesforce solutions
• Designed and maintained Salesforce instances using declarative development methods
• Created and updated documentation for Salesforce processes and features to ensure accuracy and consistency
• Resolved technical issues, including user access and system errors, to ensure user satisfaction and system uptime
• Mentored and supported junior Salesforce Administrators to enhance team performance

• Created custom objects, fields, record types, and layouts to optimize Salesforce functionality
• Implemented security measures such as OWD and sharing rules to ensure data security and compliance.
• Configured validation rules to maintain data accuracy and consistency
• Automated business processes using custom buttons, flows, process builder, and approval processes
• Built homepages, reports, and dashboards to provide meaningful insights
• Conducted data migration using Data Loader to ensure seamless data transfer between systems

• Customized and maintained EspoCRM
• Troubleshot, debugged, and enhanced business processes (BPMN)
• Developed PHP scripts
• Managed source code (Git)
• Created reports (Excel, pivot tables)

• Forecasted incoming call, chat and e-mail load
• Analyzed call center KPIs: SL, AHT, Productivity, Occ, Ut
• Prepared call center agent shifts schedule
• Maintained hiring plan
• Reported to leadership

• Forecasted incoming customer requests
• Prepared call center staff schedule (3500+ agents)
• Maintained resource planning
• Supported supervisors and agents on the scheduling process and WFM Teleopti
• Provided introductory training on scheduling for newcomers

• Monitored inbound customer requests
• Analyzed causes of increased call center load
• Informed management of incidents
• Supported call center agents on availability/unavailability of applications

• Handled customer telephone calls
• Advised customers on packages and services
• Resolved disputes

3/5 Bachelor'S, Oil And Gas Equipment And Technologies

Education record

https://trailblazer.me/id/maxmalyshev

Bachelor'S Degree, Computer Science