Gourav Hotwani

• Provided customer success & support for all 360 apps, assisting clients and stakeholders with configuration, troubleshooting, bug fixes, and product enhancements.
• Designed custom Salesforce solutions for business automation and app improvements.
• Built Flows to monitor case activities and notify the service team.
• Implemented Email-to-Case to streamline customer support and case management.
• Migrated Leads, Accounts, Contacts, and Opportunities from Excel to Salesforce using Data Loader.
• Configured sharing rules to enhance record security for Opportunities & Cases.
• Configured Einstein Bots to automate customer service responses and improve case resolution times.
• Utilized Einstein Prediction Builder to analyze customer behavior & forecast sales opportunities.
• Integrated AI-driven sentiment analysis to prioritize customer cases based on urgency.
• Designed and implemented Profiles, Permission Sets, Org-wide Defaults, Custom Objects, Custom Fields, Custom Tabs, Page Layouts, and Lightning Apps.
• Developed Validation Rules to ensure data accuracy and enforce business processes.
• Converted and migrated existing Workflow Rules & Process Builders into Flows for automation.
• Automated Assignment Rules, Screen Flows, and Email Alerts to improve efficiency.
• Managed Change Sets, Sandbox creation & refreshes to support development cycles.
• Engaged with pilot users (weekly/biweekly) to gather feedback and implement process improvements.
• Created an admin dashboard to monitor user activity & data quality in Salesforce.
• Effectively collaborated with clients, developers, and management for process improvements.

Environment: Salesforce Service Cloud, Sales Cloud, Marketing Cloud, Data Loader, Flow Builder, Email-to-Case, Sharing & Security Settings, Sandbox & Production Environments.

• Built single-page applications and landing pages using HTML, CSS, and JavaScript, delivering visually appealing and functional user interfaces
• Cloned applications like YouTube, Netflix, and Instagram to stay updated with modern UI trends and techniques
• Gained expertise in web development practices, ensuring high-quality, user-friendly solutions with a strong focus on detail and user experience

• Built strong client relationships, driving satisfaction, repeat business and long-term partnerships
• Engaged directly with customers and partners, fostering networks that boosted growth and retention
• Proactively addressed client needs, ensuring satisfaction and identifying opportunities for upselling and cross-selling