Satish is a dedicated software professional with a robust career spanning over 14 years. He exemplifies a lifelong learner mindset and possesses comprehensive expertise in Salesforce. He has successfully obtained six Salesforce certifications, consistently staying updated with the latest advancements in the field. Presently, Satish serves as a technical architect in the retail sector, contributing to the design and development aspects of the client's Salesforce implementation. Demonstrating unwavering commitment, Satish takes deep satisfaction in delivering exceptional work and willingly exceeds expectations to uphold an unparalleled level of quality.
Developed Einstein bots to effectively alleviate agent workload by seamlessly interfacing with customers and seamlessly routing them to agents when necessary.
Successfully implemented Salesforce Communities to enhance support services for offline stores.
Executed the integration of live message-based customer support (SMS/text) into the system.
Designed and implemented a solution aimed at unifying customer data from diverse sources including web behavior, CRM systems (Salesforce Service Cloud), and order data (IBM Sterling).
Designed data streams for ingestion, implemented harmonization rules to map and identity rulesets to resolve identity across systems to create a unified customer profile within Salesforce Data Cloud.
Enhanced Salesforce order management for faster order fulfillment and Implemented self-service portals for a retail client, enabling their stores to interact with the company.
Implemented an integration between Salesforce Marketing Cloud and Service Cloud to display customer communication preferences to service agents in real time.
Leveraged REST API, Named Credentials, and External Credentials for secure data retrieval and built the front end using Lightning Web Components (LWC).
Enabled agents to view and update preferences during customer calls.
Implemented an Einstein chatbot solution for a retail organization to effectively handle routine queries, reducing human agents' workload, leading to a significant decrease in response times and addressing the long wait times experienced by the customers.
Assisted developers to troubleshoot their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products.
Worked as part of the Premier Admin team, configuring Salesforce based on premier client requirements.
Created Salesforce.com integration tools in Java or .NET to automate bulk jobs.
Provided prompt and complete resolution of technical challenges on salesforce.com.
Developed a chatbot using the Salesforce platform to automate service and support operations. The challenge we faced was that agents had a heavy workload, resulting in average agent productivity and long wait times for customers with chat requests. Our objective was to reduce the workload and wait time using Salesforce features, rather than hiring additional agents. The implementation of Einstein chatbots served as an intermediary between customers and agents. The chatbot handled common queries and transferred more complex requests to agents when necessary. As a result, we achieved reduced wait times, manageable agent workloads, and most importantly, enhanced customer satisfaction. Our monthly observations revealed a remarkable 40% decrease in the number of cases requiring agent intervention. This success was a significant achievement, benefiting both the client and their customers.
Developed a robust feature within the deal registration process, enabling partners to seamlessly register deals, request market funds, and effortlessly monitor the progression of each deal. This functionality also facilitates the transfer of deals to other partners while effectively tracking their progress.
Deployed Salesforce communities for Commvault, an information management company, enabling partners to seamlessly register deals, leverage marketing resources, initiate fund requests, and more.
Education
Salesforce Certified: Data Cloud Consultant | Data Architect | Identity and Access Management Architect | Development Lifecycle and Deployment Architect | Marketing Cloud Email Specialist | Marketing Cloud Administrator
Salesforce
2024 - 2025 (1 year)
Bachelor's Degree, Computer Applications
Sikkim Manipal University - India (Distance Education)
