Ankita Ghosh
Hyderabad
Summary
Dynamic Technical Support Engineer with a proven track record at Salesforce, adept in Data Cloud , Agentforce, Service Cloud configuration and automation development. Recognized for resolving high-severity cases and enhancing team knowledge through effective training. Strong critical thinking and time management skills drive exceptional customer satisfaction and operational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical support Engineer
Salesforce
HYDERABAD
02.2022 - Current
- Handling over 30 technical tickets weekly in Salesforce Data Cloud, ensuring prompt resolution.
- Achieved high customer satisfaction by effectively managing metrics related to time to resolve.
- Initiated investigations with SDE team to identify and escalate product bugs, leading to multiple fixes.
- Resolved complex issues involving Identity Resolution, Ingestion API, External Connectors, Prompt building and Agentforce Implementations
- Led resolution of over 50 high-severity cases while managing live chat support during peak hours.
- Enhanced team knowledge base by providing feedback on technical articles and Agentforce documentation.
- Mentored new team members through onboarding sessions and created training materials to reduce ramp-up time.
- Also, managed Service Cloud Admin tasks along with Email and Desktop Integration efficiently.
Associate Process Executive -Voice
Cognizant
Pune
02.2021 - 01.2022
- Troubleshooting Salesforce functionalities, building automations.
- Deep knowledge of Service Cloud Admin and Sales Cloud Admin.
- Handled topics: Objects, fields, automations, reports, and dashboards, user interface (page layouts and record pages) email deliverability, integration with Gmail, and Microsoft Office.
Education
B.Com - Commerce
Burdwan University
Bardhaman07-2018
Skills
- Agentforce configuration and analytics
- Data cloud setup and integration
- Service Cloud configuration
- Automation development
- Lightning component design
- Customer relationship management
- Team collaboration and training
- Critical thinking skills
- Time management strategies
Certification
- Salesforce Associate
- Salesforce Admin (ADM 201)
- Salesforce Advanced Admin (ADM 211)
- Salesforce Platform-App-Builder
- Salesforce Business Analyst
- Salesforce Sales Cloud Consultant
- Salesforce Service Cloud Consultant
- Salesforce Data Cloud Consultant
- Salesforce AI Associate
- Salesforce Agentforce Specialist
- Agentforce Legend
Accomplishments
- Received Tango card twice a year for exceptional performance
- Nominated for Operational Excellence in agentforce and data Cloud cases for this quarter
- Case Performance -
Case Closures: 99
CSAT: 4.86
Case TTR: 5.6 days
Productivity: 170%
Productive Adherence: 91.3%
- Chat Performance -
Chat Closures: 133
Chat Resolution Rate: 90.98%
Chat CSAT: 4.88
Timeline
Technical support Engineer
Salesforce
02.2022 - Current
Associate Process Executive -Voice
Cognizant
02.2021 - 01.2022
B.Com - Commerce
Burdwan University