Case Management Business Processes

SRI PRIYA MUDHIRAJ GOWRI

Email – **************@*****.***

Phone - +1-972-***-****

PROFESSIONAL SUMMARY

As a Salesforce Certified Professional with 5+ years of experience on Salesforce CRM Implementations: Analysis, Design, Administration, Development, and Integration, LWC, CPQ, supporting the cloud applications, communities, and migration from classic to lightning. Strong experience with Salesforce.com - CRM full implementation, migration of Sales, Marketing, Service clouds, Communities. Proficient in understanding of CRM business processes - Account, Contact, Opportunity, Lead, Campaign and Case Management.

TECHNICAL SKILLS

Extensive experience in Salesforce Administration, Configuration, Implementation, and Lightning support across diverse business environments, ensuring optimal platform performance and user experience.

Proficient in Salesforce platform management, including customization of Profiles, Roles, Permission Sets, Page Layouts, Org-Wide Defaults, Sharing Rules, Workflow Rules, and Validation Rules to streamline business processes.

Expert in leveraging Salesforce automation tools, such as Process Builder, Flows, and Workflow Rules to automate complex business processes and improve operational efficiency.

Managed and maintained data integrity through best practices, including Data Loader, Duplicate Management, Data Validation, and creating Data Profiles, ensuring data accuracy and compliance with organizational standards.

Skilled in creating and customizing Reports, Dashboards, and List Views to provide real-time analytics and visibility into key performance indicators, supporting informed decision-making.

Experience in managing user setup, security, and access controls, including creation of new user accounts, assigning profiles, roles, and permission sets, as well as troubleshooting login and access issues.

Hands-on experience with Salesforce Lightning, including creating and managing apps using the Lightning App Builder, enhancing the user interface, and streamlining workflows for various departments.

Managed Salesforce releases and system updates, ensuring minimal downtime and training users on new features and functionalities post-deployment.

Worked on integration methodologies to ensure seamless data flow between Salesforce and external systems, including third-party applications.

Customized and deployed Salesforce mobile apps, ensuring full functionality and alignment with business needs across mobile devices.

In-depth knowledge of CRM business processes, including Lead Management, Account and Opportunity Management, Case Management, Campaign Management, and Forecasting, enabling optimization of sales and service operations.

Monitored data quality and conducted regular data audits, identifying and resolving data inconsistencies, improving overall data integrity, and preparing resolutions for data discrepancies.

Prepared comprehensive documentation, including Standard Operating Procedures (SOPs), training materials, and user guides, ensuring alignment with organizational processes and standards.

Strong understanding of Software Development Life Cycle (SDLC) methodologies, particularly Agile and Waterfall, applied in collaboration with cross-functional teams to deliver timely solutions.

Exceptional interpersonal and communication skills, with a demonstrated ability to work closely with stakeholders, translate business requirements into technical solutions, and provide training and support to end-users.

CRM Applications

Salesforce.com: Sales Cloud, Service Cloud, Force.com: Lightning, Custom Cloud

Salesforce.com: Reporting and Analytics of Sales, Service and Custom Cloud

Salesforce.com AppExchange: Application for code backup and sub versioning within Salesforce, Community Cloud

Business Processes

Service Requests and Activities, Opportunities, Quotes and Proposals and Order Management

Campaign Management, Case Management, Contract Management and Pricing

Approval, Partner Deal Registration, Data Cleansing and De-duplication, Agreements and Entitlements

Configuration Skills

SFDC Standard Object Configuration: Campaigns, Leads, Accounts, Contacts, Opportunities, Price Books, Products, Assets, Contracts, Cases, Solutions, Ideas, Cases, Solutions, Ideas, Queues, Quotes and Custom Object development Field creation, Page Layout creation/editing, Related list customization. ERPS.

Operating Systems

Windows 7/8/Window Server 2008/Windows Server 2012, UNIX, Linux

Methodology

Agile, Waterfall

Databases

Force.com DB MySQL, Oracle 8i/9i/10g/11g, Microsoft SQL Server 2000/2005/ 2008

EDUCATION

Masters in computer science from University of Central Missouri, Missouri, USA

B. Tech in Computer Science Engineering from VBIT, Hyderabad, India

CERTIFICATIONS

Certified Salesforce Administrator.

Certified Salesforce Platform Developer - 1

Certified Salesforce Platform Developer-2

Certified Salesforce Sales Cloud Consultant

Certified Salesforce Service Cloud Consultant

Salesforce Certified AI Specialist

Salesforce Certified AI Associate

PROFFESSIONAL EXPERIENCE

Client: EDD, Sacramento, CA Nov 2023 to Till Date

Role: Salesforce Administrator/Developer

Collaborated with various user groups to gather and document requirements for Salesforce implementations, interacting with internal and external stakeholders at all levels to ensure alignment with business objectives.

Developed Apex classes and triggers, Lightning Web Components (LWC), Process Builder, Flows, and Visualforce (VF) Pages to meet business requirements, ensuring smooth functionality and customization within Salesforce.

Integrated MuleSoft APIs with Salesforce to enable seamless data exchange across enterprise applications, improving system interoperability.

Integrated Experience Cloud with Salesforce CRM and external systems using REST/SOAP APIs, MuleSoft, and Heroku, enabling seamless data access and process automation.

Developed and deployed Salesforce-integrated applications on Heroku, leveraging Heroku Connect to synchronize data between Salesforce and Postgres databases in real-time.

Developed and managed Salesforce Digital Sites (Experience Cloud) to provide self-service portals for grant applicants, stakeholders, and program administrators.

Executed Salesforce configurations including Process Builders, flows, email alerts, and security configurations, optimizing platform functionality and user experience.

Enabled responsive, mobile-first designs for Salesforce applications by implementing Lightning Design System features, ensuring a seamless user experience across devices.

Managed user access and security settings, including roles, profiles, permission sets, and sharing rules to maintain data confidentiality and compliance.

Experience in Administration, Configuration, Implementation, Lightning, and support experience with Salesforce platform.

Integrated Service Cloud with third-party applications (e.g., CTI, telephony, email, chatbots) to enhance multi-channel support.

Experience in Salesforce Customization, Security Access, Workflow Approvals, Data Validation, data utilities, Analytics, sales, Marketing, Customer Service, and Support Administration.

Expertise in SFDC Development using Lightning Application, Apex Language, Visualforce Pages, Classes, Controllers, Triggers, Indexes, Locks Web Services, Components, Tabs, Apex Web services, Custom Objects, Reports, Analytic Snapshots and Dashboards, Profiles, Creating Roles, Page Layouts, Org - Wide default, Sharing rules, Workflows.

Extensive experience in implementing and optimizing Sales Cloud functionalities, including lead management, opportunity tracking, sales forecasting, and territory management, to streamline sales processes and drive revenue growth.

Automated marketing workflows by implementing Marketing Cloud Journey Builder, Automation Studio, and Script Activities using AMP script and SSJS.

Worked on Lightning Process builder flows, Connect API, Chatter, and quick Action.

Integration Methodologies, different API, Trigger framework, Recursive Triggers, VF Remoting, Asynchronous Framework & options.

Knowledge of integrating Salesforce Marketing Cloud with Salesforce CRM for seamless data synchronization and unified customer profiles.

Utilized OAuth 2.0 and JWT authentication mechanisms to ensure secure API access within Salesforce and ACM environments.

Developed Service Cloud reports and dashboards to track agent performance, case resolution times, and customer satisfaction metrics.

Good Experience on Salesforce Lightning. Experience in third party integration with ERP (Service Cloud).

Designed & Development custom applications and components using Best Programming Practices of Apex Classes, Apex Triggers, Visualforce pages, and Lightning etc.

Implemented Single Sign-On (SSO) and enhanced security measures, ensuring data privacy and seamless user experiences across multiple platforms within Salesforce Experience Cloud.

Integrated Salesforce with external systems to provide real-time access to critical information for users, enabling better decision-making.

Integrated Experience Cloud with Sales Cloud, Service Cloud, and external systems (ERP, CMS, payment gateways, and analytics platforms) for seamless data flow and enhanced functionality.

Responsible for creating and maintaining the price books, products and configuring them in CPQ for the reps to be able to quote efficiently.

Extensive experience in setting up and managing marketing automation workflows to deliver timely and relevant content to subscribers using marketing cloud.

Collaborated with marketing team to design and implement dynamic personalized marketing campaigns using Salesforce Marketing Cloud.

Configured Financial Services Cloud (FSC) features within Sales Cloud, enabling better management of client assets, liabilities, and financial goals.

Regularly participated in Agile methodology, attending Sprint Grooming sessions, Daily Standups, User Story Estimation, Sprint Demos, and Retrospective sessions to ensure timely delivery of high-quality solutions.

Created comprehensive documentation for Salesforce processes, configurations, and customizations to support team knowledge transfer and future maintenance.

Worked with DocuSign integration, implementing signature functionality within Salesforce to streamline contract and approval processes.

Environment: Salesforce Lightning Experience, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce CPQ, Workflow Rules, Lightning App Builder, Experience Cloud, Social Studio, Data Loader, Agile (Scrum), DocuSign Integration.

Client: United airlines, Chicago, Illinois Jan 2022 to October 2023

Role: Salesforce Developer

Regularly participated in Agile methodology, attending Sprint Grooming sessions, Daily Standups, User Story Estimation, Sprint Demos, and Retrospective sessions to ensure timely delivery of high-quality solutions.

Created comprehensive documentation for Salesforce processes, configurations, and customizations to support team knowledge transfer and future maintenance.

Involved in requirement gathering of Salesforce implementation with various user groups and documented the requirements interacted with all levels of external and internal customers.

Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.

Created modern Enterprise Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.

Involved in building Lightning Components Apps to provide better and more interactive interfaces to end-users, which helps in Sales enhancements.

Designed and implemented integrations between Salesforce and external systems using MuleSoft, Informatica, Dell Boomi, and REST/SOAP APIs.

Expert in creating Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.

Developed and deployed custom Apex code and Lightning components to consume MuleSoft APIs for real-time data access and business automation.

Developed Python-based integration solutions to connect Salesforce CRM and SAP systems (SAP CPQ, SAP ECC, SAP C4C), ensuring seamless data flow across platforms.

Worked on Service console Lightning application which contains multiple number of Lightning web components (LWC).

Assisted in monitoring API performance and usage through Anypoint Platform and ACM analytics, enabling proactive issue resolution and optimization.

Proficient in creating, executing, and managing email marketing campaigns using Salesforce Marketing Cloud.

Implemented Salesforce Service Cloud & Opportunity Management (Case Management, Entitlement Management, Product & Price Book, High Volume Customer Portal, Partner Portal, Visual Force Sites) for business support and technical support for its channel customers.

Integrated Experience Cloud with Sales Cloud, Service Cloud, and external systems (ERP, CMS, payment gateways, and analytics platforms) for seamless data flow and enhanced functionality.

Configured and optimized middleware solutions, leveraging MuleSoft Anypoint Platform and Informatica Cloud for ETL, data transformation, and API management.

Implemented and managed Social Studio campaigns, analyzing social media trends and sentiment to refine marketing strategies and enhance brand reputation.

Proficient in AMP script and SQL for creating dynamic content and managing data within Marketing Cloud

Implemented event-driven architecture using Platform Events, Change Data Capture (CDC), and Streaming API to enable real-time communication between systems.

Extensive experience in implementing Salesforce CPQ solutions for clients across various industries. Migrating existing Aura Components and Visualforce page to Lightning web components (LWC) to improve application performance by following web standards, shadow DOM, custom elements, templates, ECMA Script, events.

Built and deployed custom RESTful and SOAP APIs using Python (Flask, FastAPI) to facilitate real-time data exchange between Salesforce and SAP systems.

Worked on Salesforce Lightning Components for building Customized Components replacing the existing ones and also embed Lightning Components in Visualforce Page by using new Lightning out feature by event driven programming.

Experience in Force.com Apex Classes, Apex triggers Integration, Visualforce and Force.com API. Development using custom lightning components (Aura and LWC).

Client: Nitha Software solutions, Hyderabad, IND Jan 2020 to Oct 2022

Role: Salesforce Developer

Transitioned several applications from Salesforce Classic to Lightning Experience, enhancing the user interface and improving page interactions for a more streamlined experience.

Implemented Salesforce Service Cloud and Opportunity Management, including Case Management, Entitlement Management, Product & Price Book, Partner Portal, and High-Volume Customer Portal, supporting both business operations and customer interactions.

Designed and implemented data integration solutions, connecting Electronic Health Record (EHR) systems with Salesforce Health Cloud to ensure real-time updates and maintain data accuracy, improving healthcare operations.

Utilized MuleSoft for seamless data exchange between Health Cloud and external systems, minimizing manual data entry and enhancing data accessibility for healthcare providers.

Implemented Copado Static Code Analysis, reducing code defects and improving code quality.

Created and customized page layouts and search layouts, organizing fields, custom links, related lists, and other components on record detail and edit pages to improve user efficiency.

Developed complex validation rules and formula fields, tailoring them to meet specific application and business requirements.

Configured Salesforce Service Cloud to efficiently manage fraud cases, enabling automated case creation, routing, and escalation.

Implemented and managed Email-to-Lead and Web-to-Lead functionalities, streamlining the lead capture process by integrating with external databases and bulk loading data using Data Loader.

Enabled Email-to-Case and Web-to-Case features, creating a self-service community where customers can manage and update their cases, improving customer support operations.

Configured and optimized Copado metadata deployments, ensuring compliance with DevOps best practices.

Collaborated with cross-functional teams in Agile development environments, participating in sprint planning, backlog grooming, and daily stand-ups to deliver timely and effective solutions.

Configured Salesforce security settings, including creating Public Groups, Queues, Permission Sets, Profiles, Users, and managing role hierarchies to ensure proper access control.

Led data migration efforts from multiple legacy systems into Salesforce, ensuring data accuracy and alignment with business objectives.

Utilized field-level security and page layouts in Salesforce Lightning to control access to specific fields, ensuring compliance with data privacy regulations.

Monitored and deployed changes from Sandbox to Production using change sets, ensuring smooth transitions and minimizing disruption to business operations.

Environment: Salesforce Lightning Experience, Salesforce Health Cloud, Service Cloud, CPQ, Salesforce Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, MuleSoft, Agile (Scrum).

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