Entry point wasContact. From contact new form which creates Student type contact. Students holdall relevant information as input fields. Student information creation was the first part of Class Schedule chosen for that student.These are Registered to classes in system. From within those classes, a student can select his/her schedule and time for attending class. Courses are also available to choose from.Attendance of students are also kept in system. After examination grade and population of transcript for each student results are stored to give a validation in future. My role in this was to design and develop complex codes where as creating objects, permissions, roes were handled byanother twomembers.

Thisproject had the requirement to create custom reports (not the standard Salesforce reports) with all kinds of filter options for the customer portal users to input information based on different fields. The reports were to contain custom grouping (summary/sub-summary), sorting, limiting etc.Thisrequirement was achieved usingcustom Visualforce pages and apex controllers to generate the reports with all the user input and system configuration validations.Filters: System administrator permisions training given to enter the validations in the report configuration page (different from the Report Page) according to which data will be displayedwhen a customer portal user clicks on the report link. User does not have the option to override the configuration done by the system administrator.Grouping: The report data needed to be grouped accordingly as per requirement. I had to createcustom grouping/subgrouping for the report data and display itin the Visualforce page.Sorting: The report data was sorted in ascending/descending order.Export: Had to createthe export functionality as csv/excel where users can export the whole report data in a csv or excel file with the required field's data and usethem likewise.

Creation of users, resetting passwords, updating system requirementsCreation of users, resetting passwords, updating system requirements.Salesforce to Outlook plugin using a different query to give a variety of outputs which would in turn allow users to send mails to all the customers with predefined templates and also allow them to create theirown templates.Languages used apex, Html, JSON, and dot.net for creating the plugin as the frame to expose any browser in frame to preview the created Page to query and also send emails using outlook to ensure it meets the requirements.https://www.linkedin.com/company/abmm-io[ Account Based Marketing]

Role: Point of contact for all Salesforce related issues updates enhancements and questions.

Configured Custom objects Custom tabs and deployed Workflows Approval processes Validation rules and sharing rules to meet the requirements of the application.Used Force.com developer toolkit including Apex classes Apex Triggers Components Controller Classes and Visual force to develop custom business logic.Debug Apex scripts using Debug Logs and System Log Console to catch Exceptions and execute Governor Limits.Created Page layouts Search layout to organize fields related lists custom links and other components in various record pages.Monitored custom reports for sales manager and executives Employed Data Loader to import data from Oracle to Salesforce database and completed the configurations in Salesforce platform.
Designed Field mapping document for various objects like Accounts Contacts Tasks Opportunity and Lead.

Drivingend-to-end effectiveness of Salesforce.com, including leadmanagement, revenue forecasting, pipeline visibility, data managementand customer support.Identify and develop dashboards and reports across the entire sales cycle. Ongoing management and maintenance of Salesforce.com CRM
implementation, including user administration. Designing and implementing upcoming changes and enhancing existing functionality.
Serving primary point of contact for those who require maintenance,configuration and enhancement. Security and User Management
through role and profile, case management deployment. Data Management with Data Loader and Apex Explorer, Territory Management Partner
test account creating, partner role and profile Management, content delivery to partner through group admin.Coordinating with cross
functional team for process enhancement and implementing in Salesforce.com.

Improved current systems and processes through identifying gaps.Conducted support plans life cycle management maintenance and other relevant operations for existing and ongoing operational processes.Identify and give feedback on agent shortcomings in soft skills and process knowledge.
Online/offline monitoring of agent calls to audit and scrutinize.Daily Reports on Quality DeviationsAuditing calls based on set parameters and CTQ’s.
Taking training for new batches regarding quality parameters. preparing shift timing reportsReviewing the performance of the Agents Giving Feedback to operations regarding any deviations in process. YB Certification forLean Sigma Project which for‘reducing the lead time for the agents. Active member ofprocessing training team.

Resolved weekly customer issues via phone and email, consistently exceeding targets and developed improved system for following up with unsatisfied customers,reducing customer churn by 6% Trained and mentored 4 new employees on conflict resolution. Proposed more efficient call script to reduce average customerhandling time, which was well-received and implemented by management Achieved 97% average customer satisfaction rating improving team average by 12%.

In total 60 question divided into 6 segments where in the answers were marked as 0,1,2,3 where the 0 was not considered and the rest of the answers were supposed to give an average with the number of people who took the review. This was calibrated question wise quadrant wise and would suggest the required changes in the conditions. The ultimate output was supposed to be 7 spider charts where in the management can evaluate where they stand in terms of employee engagement. Database was created to capture the details of the people taking assessment their responses and the average values which were going to be graphically represented and this was developed entirely on lightning to give the accessibility using any device for future use. Design and devleopment was my contribution with teest classes.