Gaurav mahale
Bangalore
Summary
Certified Salesforce Administrator and Pardot Consultant with 7+ years of experience specializing in Sales Cloud, Service Cloud, and Account Engagement (Pardot). Expertise in Salesforce administration, automation, data management, and marketing automation to optimize CRM and customer engagement strategies.Proficient in:Salesforce Administration - Security models, user management, automation (Flows, Process Builder), and system optimization.Pardot (Marketing Account Engagement) - Lead scoring, segmentation, engagement studio automation, email & campaign execution.Service Cloud Management - Case management, knowledge base setup, Omni-Channel routing, and automation for customer service excellence.Marketing Cloud (Basic Experience) - Journey Builder, segmentation, email automation, and UTM tracking.Customer Success & Stakeholder Engagement - User training, adoption strategy, issue resolution, and strategic platform optimization.Looking to leverage my expertise to enhance CRM efficiency, automate workflows, and drive marketing ROI.
Overview
7
7
years of professional experience
Work History
Senior Software Developer
Stefanini North America & APAC
08.2023 - Current
- Managed Sales Cloud & Service Cloud configuration, including user roles, profiles, security models, and permission sets
- Developed custom lead-to-opportunity automation workflows, reducing manual intervention and improving sales pipeline efficiency
- Optimized Service Cloud case management by implementing Omni-Channel Routing, Case Escalation Rules, and Entitlements for SLA compliance
- Implemented Flow-based automations to enhance lead conversion, reducing lead processing time by 35%
- Configured custom reports and dashboards in Einstein Analytics for tracking sales performance and service efficiency
- Designed and executed multi-step Engagement Studio campaigns, improving MQL to SQL conversion rates by 40%
- Implemented lead scoring and grading models, ensuring sales teams focus on high-value prospects
- Integrated Google Analytics and UTM tracking for better marketing campaign attribution
- Conducted user adoption training and CRM workshops to increase platform utilization
- Managed stakeholder communication and requirement gathering to align Salesforce functionalities with business goals
- Provided troubleshooting and issue resolution, ensuring 99.9% system uptime
Technical Success Engineer
Salesforce India Pvt. Ltd
05.2021 - Current
- Managed 5,000+ users, handling role-based access control, object-level security, and permission sets
- Developed automation solutions using Flows, Process Builder, and Apex Triggers, reducing manual workload by 30%
- Configured Einstein Analytics dashboards for sales forecasting and campaign performance tracking
- Assisted clients in email campaign execution, segmentation, and personalization
- Developed dynamic segmentation rules for precise customer targeting
- Delivered quarterly business reviews and provided strategic recommendations to optimize Salesforce performance
- Resolved high-priority customer issues, achieving 95%+ CSAT scores
- Managed and resolved Sev1, Sev2, and escalated cases related to Sales Cloud, Service Cloud, and Marketing Cloud Account Engagement, ensuring minimal downtime
- Acted as a primary escalation point for critical issues impacting business operations, coordinating with product engineers and R&D teams to implement fixes
- Investigated and troubleshot high-priority incidents, including data inconsistencies, API failures, automation errors, and system performance issues
- Conducted root cause analysis (RCA) and provided long-term solutions, preventing recurring issues
- Led daily incident review meetings with stakeholders, ensuring transparency and proactive issue resolution
- Assisted in system monitoring, performance optimization, and security audits to ensure compliance with Salesforce best practices
- Created knowledge base articles and SOPs to improve case resolution efficiency for support teams
- Collaborated with customers to gather business requirements for Salesforce enhancements and system optimizations
- Advised clients on best practices for data management, automation, and reporting, aligning Salesforce functionality with business needs
- Provided custom report and dashboard configurations using Einstein Analytics and B2BMA, helping leadership gain actionable insights
Pardot Consultant
HCL Technologies
11.2020 - Current
- Managed end-to-end Pardot setup, including lead capture forms, automation rules, and engagement programs
- Developed custom email templates and landing pages to enhance marketing campaign performance
- Integrated Salesforce and Pardot for automated lead qualification and scoring
- Conducted stakeholder training and onboarding to ensure smooth adoption of Pardot
- Provided ongoing support for campaign execution, troubleshooting, and reporting
Senior Process Executive
Cognizant Technology Solutions
02.2018 - Current
- Configured workflows, approval processes, and security settings to support sales operations
- Managed data migration and cleansing, improving data integrity
- Provided end-user support and CRM training to improve adoption rates
- Assisted in troubleshooting and issue resolution, maintaining high customer satisfaction scores
- Handled multiple Sev1 and Sev2 cases, ensuring quick resolution of business-critical incidents within SLAs
- Managed incident queues, triaging issues, prioritizing escalations, and coordinating with Level 2 & 3 support teams
- Investigated, debugged, and resolved Salesforce automation failures, including workflow errors, Flow misconfigurations, and API failures
- Assisted with data recovery and integrity issues, ensuring smooth functioning of CRM processes
- Provided real-time support to sales and service teams, troubleshooting lead assignment issues, opportunity management roadblocks, and case escalations
- Documented troubleshooting steps and RCA findings, contributing to process improvements and faster resolution times
- Worked with end-users to identify pain points and propose Salesforce automation solutions
- Configured custom automation workflows, validation rules, and reporting solutions to improve system efficiency
- Provided post-resolution follow-ups and training to end-users, ensuring minimal disruptions and improved adoption rates
Education
Bachelor of Computer Applications - Information Technology
Brihan Maharastra College of Commerce
Pune01.2017
Skills
- Problem Solving
- Stakeholder Engagement
- Customer Satisfaction
- Strategic Thinking
- Communication Skills
- Coordination Skills
- Stakeholder Management
- Business Requirements
- Regulatory Compliance
- Research and Development
- Program Optimization
- Consulting
- Service-Level Agreement (SLA) Management
- Team Management
- Customer Service
- Team Working
- Case Management
- Knowledge of Campaigns
- Dashboards
- Custom Reports
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Marketing Automation (Salesforce)
- Account Engagement (Pardot B2B)
- User Administration
- Business Lead Management
- User Assistance
- User Adoption
- Sales Processes
Soft Skills:
Salesforce & CRM:
- Process Automation
- Business Process Improvement
- Automation of Marketing
- Workflows
- Data Analysis
- Data Management
- Data Migration
- Root Cause Analysis
- Marketing Analytics
- Security Audits
- Role-Based Access Control
- Access Controls
- Data Security
- Application Programming Interfaces (APIs)
- Apex Code
- Cascading Style Sheets (CSS)
- HTML
- SQL Databases
- Knowledge Bases
- Performance Management
- Technology Strategies
- Business Marketing
- Routing
- 24/7 Services
- Administrative Operations
Automation & Process Optimization:
Data and Analytics
Security:
Development & APIs: (Basic)
Other Technical Areas:
Certifications
- Salesforce Certified Administrator (ADM-201)
- Salesforce Certified Advanced Administrator (ADM-211)
- Salesforce Certified Pardot Consultant
- Salesforce Certified Pardot Specialist
- Salesforce Certified Platform App Builder
- Salesforce Certified AI Associate
Languages
- Marathi
- Hindi
- English
Timeline
Senior Software Developer
Stefanini North America & APAC
08.2023 - Current
Technical Success Engineer
Salesforce India Pvt. Ltd
05.2021 - Current
Pardot Consultant
HCL Technologies
11.2020 - Current
Senior Process Executive
Cognizant Technology Solutions
02.2018 - Current
Bachelor of Computer Applications - Information Technology
Brihan Maharastra College of Commerce
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