Maitri Majumder

Job Title: Sr. Product Test Specialist

PROJECT: IT Sales & Analytics

Technical Skill - Salesforce CRM, Salesforce Sales Cloud, Salesforce Analytics Studio, Reports and Dashboard, Salesforce Admin, Einstein GPT, Sales GPT, Agentforce

Location: Kolkata, West Bengal, India

Duration: Mar 2022 - Present (3 yrs+)

RESPONSIBILITIES:

• Define functional testing approach aligned with customer needs and product customization.
• Provide estimates based on experience in similar product testing engagements.
• Create/Review deliverables (e.g., test design, test plan) based on project size and complexity.
• Execute critical test cases to ensure product quality.
• Participate in defect triage, identifying root cause analysis for critical defects during product test execution.
• Document key learnings and challenges faced during execution.
• Project management: Identify resources with specific product experience, cross-train them in Salesforce for deployability.
• Perform regular CRMA testing activities for smooth SIT signoff.
• Lead and coordinate Scrum team activities, ensuring adherence to Agile principles and facilitating sprint planning, daily stand-ups, and sprint reviews.
• Foster collaborative team environment, encouraging open communication and continuous improvement.
• Collaborate with stakeholders to prioritize and manage product backlog, ensuring alignment with business goals.
• Coach and mentor team members on Agile practices, promoting culture of self-organization and accountability.
• Drive continuous improvement by conducting retrospective meetings and implementing identified enhancements to team processes.
• Conduct end-user testing of Salesforce Agentforce, validating agent responses and prompt behaviors to ensure seamless conversational experiences.
• Performed prompt-level validation using Salesforce Data Cloud integrations, ensuring uploaded data files were accurately recognized and used in agent responses.
• Collaborated with development teams to triage and troubleshoot anomalies in AI prompt behavior based on real-time file input reactions.

Job Title: Salesforce Analyst

Clients: John Wiley & Sons, ARM Ltd.

Technical Skill - Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce CPQ, Salesforce Admin, Salesforce.com, JIRA, ServiceNow, Incident Management, User & Access Management, SSO, Configuration Management

Location: Hyderabad, Telangana, India

Duration: Oct 2016 - Mar 2022 (5 years, 5 months)

Responsibilities:

• Administered and configured Salesforce.com, showcasing strong CRM concepts understanding.
• Provided Tier 2 user support, effectively troubleshooting and resolving Salesforce-related issues.
• Created and managed user roles, profiles, and permission sets, implementing SSO authentication mechanisms for enhanced security.
• Developed changes in Salesforce, debugging Sales and Service cloud issues using various tools.
• Conducted regular Salesforce Health Checks, reviewed security settings, applied IP restrictions, and implemented data loss prevention (DLP) measures.
• Managed Salesforce quarterly upgrades, coordinated deployments with developers/testers, and ensured smooth sandbox refreshes.
• Communicated with internal and external clients through official channels to address Salesforce concerns.
• Created and promoted user stories post-Salesforce changes, ensuring seamless implementation.
• Collaborated with IT architects and the Delivery Team to align business processes with enterprise architecture and standards.
• Validated and assessed solution design throughout projects, identifying areas for future enhancements.
• Scheduled and attended daily Scrum meetings, contributing to workflow planning and implementation.
• Performed daily administration and support of Salesforce Cases, monitoring SLAs.
• Managed user roles, profiles, and permission sets, creating new users in Salesforce.
• Produced comprehensive documentation for the account, including DOU and Runbook.
• Conducted training sessions for new associates on Salesforce Admin topics aligned with business standards.
• Utilized ServiceNow as an end user to interact with internal and external customers.
• Investigated and resolved Salesforce security issues, preventing unauthorized data access and ensuring system resilience.
• Led L2 case management testing initiatives, identifying root causes, scope, and business impact for escalated issues within Salesforce environments.
• Coordinated closely with developers to suggest code fixes or implemented configuration-based (non-code) solutions directly.
• Owned the testing and deployment of these solutions, ensuring issue resolution met SLAs and business requirements.

Job Title: Customer Service Representative

Client: Npower Limited

Technical Skill - SAP CRM, SAP ISU, Oracle RightNow

Duration: Nov 2014 - Sep 2016 (1 yr 11 mos)

Responsibilities:

• Provided direct customer interaction through webchat to resolve queries and concerns.
• Utilized web chat channels to maximize company sales and retain existing customers.
• Monitored team performance as a Subject Matter Expert, contributing to increased customer satisfaction survey scores.
• Employed internal business systems, including Oracle RightNow, SAP CRM, and ISU, to optimize service plans.
• Created, established, and managed customer-specific scorecards to monitor sales progress and identify areas for improvement.
• Contributed to business growth by promoting the company's easy payment method services, such as Direct Debit

• Managed sales and direct exports through client interactions and e-commerce platforms.
• Handled export-related formalities, collaborating directly with clients and banks.
• Oversaw export realization formalities, working closely with accounts department.
• Maintained Stock Ledger and managed store accounts.
• Recorded expenses associated with product production, ensuring accurate pricing structures (ex-factory, wholesale, and e-commerce).
• Implemented effective communication channels for streamlined export processes.
• Performed project organization and identification for successful project acquisition and implementation.
• Proofread technical and creative outputs and deliverables for adherence to quality standards
• Reviewed invoices and monitored payments for timely reconciliation.