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