Jyoti Muthreja

• Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
• Trained end-users on new technologies and systems to enhance their understanding and efficiency.
• Provided technical support to customers via phone and email, troubleshooting Salesforce related issues.
• Collaborated with development teams to report bugs and suggest improvements based on customer feedback.
• Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
• Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.

• System Configuration & Customization:Customized standard and custom objects, fields, and record types to support unique business requirements.
  Configured page layouts, compact layouts, and list views to improve user experience and data accessibility.
  Managed object relationships using lookup, master-detail, and junction objects to establish connectivity between data.
  
• User Management:Created and managed user roles, profiles, and permission sets to maintain secure access control.
  Implemented field-level security, sharing rules, and role hierarchies to protect sensitive data.
  Conducted user onboarding, training, and support to ensure adoption and effective use of Salesforce.
  
• Data Management:Performed data imports, updates, and deduplication using tools like Data Loader and Data Import Wizard.
  Monitored data integrity through validation rules, workflows, and scheduled reports.
  Designed dashboards and reports to provide actionable insights into key performance metrics.

Automation & Process Optimization: Automated repetitive tasks using flows, email alerts, and auto-response rules. Set up case assignment rules and escalation rules to improve customer service efficiency.