● Administered and maintained Salesforce platform tailored for vendor management, including user provisioning, role hierarchy, and security settings to ensure data integrity and compliance● Conducted user training sessions and provided ongoing support to ensure effective utilization of Salesforce VMS capabilities, including self-service portals for vendors● Configured custom objects, fields, and page layouts to support VMS-specific requirements, such as vendor profiles, contract management, and performance metrics tracking● Constantly improving product built on the Salesforce platform● Assisted with translation of the Salesforce Org.to better meet the needs of the Client● Designed and implemented automation processes using workflows, process builder, and flow to streamline vendor onboarding, approval workflows, and performance evaluations● Experience with Salesforce Lightning Experience and Classic, with a focus on optimizing user experience for VMS stakeholders● Strong understanding of Salesforce data model, workflows, process builder, and flow tailored for VMS processes● Implemented changes to Community site based on Clients Requirement● Working with multiple Sandboxes of multiple Clients to help cater to their feature enhancement requirement

● Interact with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements● Analyze and implement the security model (Object level, Field level and Record level) using Profiles, Roles and Sharing Model (Org-Wide Defaults Sharing rules) settings ● Customize tab worked with various standard objects like Accounts, Contacts, Leads, and Opportunities● Designed, Implemented, and deployed the custom objects, Page layouts, Custom tabs, Components to suit the needs of the application● Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of Salesforce.com(SFDC) and using other Platform based technologies like Visual Force,Force.com API and Web services● Led the setup of Service cloud features for businesses through the implementation of Omni-channel routing configuration, Live chat, Knowledge and Articles, Email-to-case, Web-to-case, Entitlements and Milestones ● Coordinated the documentation of functional requirements and ensured they mapped to Salesforce features● Implemented Salesforce Case & Leads Management feature using Communities (Experience Cloud) via various channels including phone, chat, SMS, email and social media● Maintained and optimized Salesforce functionality to help drive user adoption and engagement, including user management, sharing/visibility, reporting/dashboards, custom objects and fields, automation including workflow rules, process builder, flows, approval processes, validation rules, and data management● Performed risk analysis for various reporting initiatives and recommended strategies to mitigate identified risks.● Supported data migration from legacy systems to Salesforce.

Assessing staffing levels daily, and monitoring attendance and schedule adherence Scheduling agents for training and meetings Periodic reports, real time and historical reports containing performance data to support operations management. I Managed overtime, shifts swaps and vacation request Schedule agents to ensure forecast and volumes are met I had the sole responsibility of adding new hires to eWFMS

Maintained and improved quality results by adhering to standards and guidelines Answered customers questions and resolved issues in a professional and courteous manner Delivered exceptional services by providing detailed knowledge products to customers Managed and streamlined customer’s accounts using Maestro OneView and V21 Liaising with other departments such as (Credit Ops, Technical Support) to provide customer resolution Handled customer questions, complaints and billing inquires with the highest degrees of courtesy Used professionalism while resolving customer issues and concerns with one call resolution Offered alternative solutions where appropriate with the objective of retaining customer’s services

Increased customer traffic count by 20% and retail sales by 30% Escalated customer satisfaction ratings by offering valuable insights to customers’ needs and expectations Exceeded specific team goals and resolved issues by partnering with staff members to share and implement customer service initiatives Managed day-to-day daily operations, including supervision and assignment delegation for 8-member team Oversaw training of new team members and mentor each to promote productivity, accuracy and friendly service Exceeded team goals by leading daily meetings to share best practices and implement sales initiatives Trained staff on operating procedures and company services Reconciled documentation discrepancies, ensuring correct reporting to senior leadership