Service Cloud Salesforce Consultant

Vandana Patil

Salesforce Consultant

Orlando, Florida

503-***-**** *******.*******@*****.*** Vandana Patil Linkedin, Skills: Salesforce Configuration & Customization, Salesforce Integration (Calendly, Jotform, Stripe, AppSheet), Stakeholder Engagement & Requirement Gathering, Data Management, Security & Governance, User Training & Adoption Strategies, Project Management & Agile Methodology, Sales Cloud

& Service Cloud Expertise, Process Automation (Flows, Validation Rules, Workflow Rules), Reporting, Dashboards & Data Analysis in Salesforce

Summary: Highly skilled Salesforce Consultant with extensive experience in implementing, optimizing, and supporting Salesforce solutions across Sales Cloud and Service Cloud. Proven expertise in providing second- and third-level user support, managing data integrity, and configuring Salesforce to enhance business processes. Adept at collaborating with stakeholders to gather requirements, design tailored solutions, and streamline workflows that improve user experience and operational efficiency. Experienced in managing third-party app integrations, ensuring seamless functionality, and performing platform testing to support new features and system enhancements. Skilled in automating processes, maintaining data accuracy, and delivering scalable solutions to drive organizational success. Experience :

Salesforce Administrator /Business Analyst

Urban Tech Hero May 2023 - Present

● Automated lead generation processes in Salesforce, resulting in a 40% increase in qualified leads for the sales team and improving lead conversion rates.

● Collaborated with cross-functional teams and stakeholders, gathering requirements and prioritizing deliverables, resulting in a 20% increase in stakeholder satisfaction scores.

● Proactively identified and mitigated risks, reducing project delays by 25% and maintaining a 95% adherence to project timelines.

● Designed and configured the ‘Asset Management’ custom application, centralizing asset tracking for 200+ assets and automating contract renewals, reducing manual processing time by 50%.

● Created the ‘Student Management’ custom application, enabling 300+ students to manage course schedules and request mentors, improving student engagement and administrative efficiency by 30%.

● Configured Service Cloud features, including Omni-Channel, Case Management, SLAs, Milestones, Web-to-Case, and Email-to-Case, to streamline customer service operations and improve resolution times.

● Developed and optimized Service Console to enhance agent productivity, providing a 360-degree view of customer interactions.

● Created actionable dashboards and reports to monitor key metrics such as case resolution times, customer satisfaction (CSAT), and agent performance. Technical Support Specialist,

Conduent Inc May 2020 - March 2023

● Provided expert technical assistance for Mac and iOS devices, resolving over 90% of customer issues on the first call, resulting in a 15% increase in customer satisfaction.

● Diagnosed and resolved hardware and software issues for customers, reducing average case resolution time by 20% while ensuring all actions were documented in the CRM system.

● Collaborated with team members to address complex technical challenges, achieving a 30% reduction in escalated cases through effective teamwork and knowledge-sharing. Technical Support Specialist,

Epiq Nov 2016 - May 2017

● Provided technical support via phone, email, and chat, handling an average of 60 inquiries daily.

● Assisted customers with financial inquiries, including billing, payment processing, and account management 90 % first-contact resolution rate. .

● Followed up with customers to ensure complete issue resolution, achieving a 25% increase in customer retention.

Project & Operations Support Lead

Monsanto India Ltd., India June 1999 - June 2008

● Coordinated team members to resolve customer issues within defined SLAs.

● Managed customer escalations and enhanced customer satisfaction.

● Communicated with customers regarding the status of their inquiries.

● Led the standardization of processes and tools across Monsanto entities in India. Education:

● Engineering in Electronics and Communication.

● 5x Certified in Salesforce.

Tools :

● Microsoft Visio

● Lucidchart

● UPN

● Elements Cloud

● Miro

● Monday.com

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