Summary

Overview

Work History

Education

Skills

Certification

Timeline

Dhanya Ramachandran

Salesforce Developer Consultant

Hyderabad

Summary

Dynamic Salesforce Developer and Consultant with over 7 years of experience in the IT industry, including more than 3 years focused on delivering innovative Salesforce solutions using Apex, Aura, and Lightning Web Components (LWC). A strong foundation in Java backend development, supported by 4 years of experience, enables the creation of scalable solutions while addressing complex Salesforce challenges with a results-driven approach. Recognized as a key contributor to Customer Data Platform (CDP) initiatives for Helzberg and successfully leading enhancements for IMD Business School. Prepared to transition into a Salesforce Integration Architect or Technical Lead role, leveraging expertise in Salesforce development and backend Java to drive effective architecture and seamless integrations across diverse enterprise systems.

Overview

years of professional experience

Certifications

Languages

Work History

Graduate Engineer Trainee

Teleapps India Pvt Ltd

Project: CISCO (within Teleapps) | (6 months duration)
Developed IVR call flow scripts using Cisco Unified Contact Center Express (UCCX) and Unified Contact Center Enterprise (UCCE) editors.
Focused on implementing call routing logic, including time-of-day routing and working/non-working day scenarios, based on prompt sequencing.
Gained experience in capturing ANI/DNIS numbers within call flows.
Customer Impact (Assumed): This directly improved call handling efficiency and customer experience by ensuring calls were routed correctly and promptly based on various conditions, leading to faster service and better resolution.

Consultant

Capgemini

01.2023 - Current

Project: IMD Business School, Lausanne, Switzerland - Room Booking System
Spearheaded the design and development of a robust, visually-driven room booking system using Apex and Aura for IMD Business School, optimizing resource allocation for diverse room types and enhancing user experience.
Implemented dynamic booking functionalities, including customizable room preferences (theatre, flat, Zoom) and attendee capacity, to streamline reservation processes and manage attendee expectations with real-time status updates.
Developed logic to handle tentative and allocated booking statuses and mapped specific contacts for "requested for" and "requested by" users.
Customer Impact (Assumed): This likely improved operational efficiency for program coordinators by streamlining the reservation process and enhanced the user experience for managing diverse room types and attendee expectations. It also likely contributed to better resource utilization for IMD Business School.

Associate Consultant

Capgemini

05.2022 - 10.2022

Project: Helzberg (Diamonds)
Implemented a Customer Data Platform instance, unifying customer data from various sources (Epsilon, Marketing Cloud, Commerce Cloud, AWS S3).
Created Data Streams (DSO), mapped models to specified Data Model Objects (DMO), and established relationships between DMOs to ensure data unification.
Developed Calculated Insights using SQL for advanced analysis (e.g., total spend) and created different rulesets for record filtration using Segmentation.
Designed and configured Activation Targets for various data sources (Marketing Cloud, AWS S3, CDP) and provided necessary Activations to target segmented data for personalized marketing campaigns.
Customer Impact (Assumed): By unifying customer data and enabling precise segmentation, this project likely improved the effectiveness of marketing campaigns, leading to more personalized customer interactions and potentially increased customer loyalty and sales.

Associate Consultant

Capgemini

06.2021 - 10.2022

Project: IMD Business School, Lausanne, Switzerland - Student Lifecycle Management (within Associate Consultant tenure)
Enhanced IMD Business School's student lifecycle management by optimizing processes from application to course enrollment and activity tracking.
Developed Salesforce Flows to automate the selection and deselection of program, module, and session levels based on predefined criteria, including cascading updates and deletions.
Migrated existing Workflow Rules and Process Builders to Salesforce Flows, ensuring the smooth transition and correct functionality of critical automation processes.
Created Salesforce objects and utilized checkbox logic within Flows to manage complex selection dependencies at program, module, and session levels, improving data integrity and process efficiency.
Customer Impact (Assumed): This work likely streamlined the student experience by automating key lifecycle processes and improved data integrity and operational efficiency for the institution.

Associate Consultant

Capgemini

10.2021 - 05.2022

Project: CDP-CCDX (Customer Digital Experience)
Implemented a comprehensive Salesforce CDP solution to personalize the online shopping experience, integrating live agent interactions, virtual assistance, and AI-driven recommendations.
Developed and implemented Einstein Next Best Action strategies and rules to deliver personalized product recommendations to customers based on gender.
Utilized Process Builder for automatic updates of textbox values and created Salesforce Flows to redirect customers with welcome/thank you messages, enhancing operational efficiency.
Customer Impact (Assumed): This project significantly personalized the online shopping experience, leading to optimized customer engagement through tailored recommendations and automated messaging. It also likely improved customer satisfaction by offering relevant support and product suggestions.

Associate Consultant

Capgemini

10.2021 - 05.2022

Project: Volvo Truck
Enhanced an existing Force.com site to accommodate truck offerings and integrated it with the Salesforce CDP platform to leverage customer browsing patterns for tailored offers.
Implemented and developed Apex Classes for various functional needs and customized page layouts for Accounts, Contacts, and custom objects based on user Roles and Profiles.
Managed Salesforce configurations including creating Lookup and Master-Detail relationships, Users, Roles, Profiles, Custom fields, Custom Objects, and Reports.
Uploaded data into Accounts and Contacts using Data Loader and was responsible for the site integration with CDP.
Customer Impact (Assumed): This enhancement likely led to more targeted and relevant offers for customers, potentially increasing sales conversion rates for Volvo trucks. It also provided a more robust and tailored browsing experience on the Force.com site.

Software Programmer

Plan B Software Solutions Limited

11.2018 - 12.2020

Developed a responsive login page with Angular JS for the frontend, incorporating user authentication fields, styling, and success message display.
Implemented backend functionalities using Java, focusing on server-side logic and database interactions (including Microsoft SQL Server) to support the login process.
Customer Impact (Assumed): Provided users with a secure and intuitive login experience through a responsive design, enhancing overall user satisfaction and system accessibility.

Graduate Engineer Trainee

Teleapps India Pvt Ltd

11.2016 - 12.2017

Project: Interactive Voice Response (IVR) Application Development - Dimension Data (ALD & Bank)
Developed and tested IVR applications using Java in Eclipse IDE, integrating with Cisco UCCX/UCCE tools for banking and other sectors.
Designed and implemented complex IVR call flows, managed prompts, and conducted thorough testing to ensure functionality and performance.
Implemented web service integration for banking functionalities and handled server-side deployment of IVR scripts.
Created responsive web designs for mobile views and developed home center call flows using IVR and next-in-collection in Java, utilizing Avaya Orchestration Designer tool.
Managed database connections using Microsoft SQL Server and created flat files.
Customer Impact (Assumed): This work likely streamlined customer interactions with banking services and other sectors through automated IVR systems, reducing wait times and improving call resolution efficiency. The responsive designs also enhanced accessibility for mobile users.

Education

Bachelor of Engineering - Computer Science

SASTRA University

01.2014

Post Graduate Diploma - Software Engineering

IIIT

Bangalore

04.2001 -

Skills

Salesforce Technologies: Apex, Lightning Web Components (LWC), Aura, Visualforce Pages, Salesforce CDP, Service Cloud, Marketing Cloud, Interaction Studio

Salesforce Configuration & Automation: Process Builder, Flow Builder, Workflows, Object Creation, Custom Objects, Profiles, Roles, Custom Fields, Lookup and Master-Detail Relationships, Reports, Einstein Next Best Action, Strategy Builder

Data Management & Integration (Salesforce): Data Loader, Import Wizard, Data Streams (DSO), Data Mapping, Data Model Objects (DMO), Segmentation, Activation Targets, MuleSoft Integration, Adobe Integration, RESTful APIs, Web Services

Teleapps India Pvt Ltd

Bachelor of Engineering - Computer Science

SASTRA University