Mayuri Deshpande
Pune
Summary
Seasoned Salesforce Technical Lead with extensive experience in project management, business analysis, and solutioning within the technology and services industry. Skilled in leading teams to deliver innovative Salesforce implementations and solutions, with a strong foundation in computer science and operations management. Eager to apply strategic planning and leadership skills in a challenging environment to drive business success.
Overview
8
8
years of professional experience
Work History
Salesforce Technical Lead
Krios Info Solutions Pvt Ltd
01.2023 - Current
- As a Tech Lead, I spearhead technical teams and ensure seamless Salesforce implementations
- My business acumen allows me to analyze client needs (Business Analyst) and translate them into effective solutions
- Furthermore, I leverage my expertise to craft compelling sales presentations (Presales Solutioning Specialist), driving customer success with Salesforce.
Sr Customer Service Analyst
ADP
01.2022 - 12.2023
- Results-oriented Senior Customer Service Analyst with a proven track record of leading and developing high-performing teams
- Successfully managed a team of 9 (including QC, Back-End Implementation, and Front-End Agents), fostering a democratic leadership style that boosted team performance by 25%
- Expertise in TQM and Workforce Management ensures efficient operations and customer satisfaction.
Sr Process Associate
Tata Consultancy Services
03.2019 - 12.2021
- Worked for Telstra, Australia for B2B, B2C, SMB, PCM and GCM profiles, and have handled escalations from time to time, shadowing the Team lead and handled a team of 12-14 people as an acting TL driving the productivity for the mass and conducting sessions to improve performance
- Monitored team performance, assessed efficiency and identified and streamlined time consuming processes to increase the output along with TQM.
Assistant Technical Support
Tech Mahindra
02.2017 - 02.2019
- Worked for Orange, Belgium to raise and resolve incidents between Client and L1 L2 teams being responsible for handling P1 P2 incidents and generating bills for clients and have processed tasks at a 20% faster rate than team average and trained new employees on the work prospect.
Customer Service Executive
Amazon.in
07.2016 - 01.2017
- Worked as the Customer Service Executive with experience handling inquiries for both Indian and North American customers across phone, chat, and email channels
- Proven ability to effectively track orders, resolve billing issues, and address a wide range of customer concerns, ensuring high satisfaction.
Education
MBA - Operations and SCM and Leadership and Strategic Planning
NMIMS
10-2023
Business Analyst -
Salesforce
09-2023
Bachelor of Engineering - Computer Science
SPPU
08-2016
Skills
- Business Process Analysis
- Requirements Gathering
- Use Case Development
- User Acceptance Testing (UAT)
- Salesforce Configuration & Customization
- Microsoft Office Suite
- JIRA and Confluence
- Scope of Work Design
- Solution Design
- Proof of Concept (POC) Development
- Gap analysis
- User Acceptance Testing
- Technical Demonstrations
- Functional requirements expertise
- Agile Methodology
- Technology resource integration
- Performance Optimization
- Quality Assurance
- Customer Relationship Management
- Customer Needs Assessment
- Strategic Planning
- Technical Writing
Timeline
Salesforce Technical Lead
Krios Info Solutions Pvt Ltd
01.2023 - Current
Sr Customer Service Analyst
ADP
01.2022 - 12.2023
Sr Process Associate
Tata Consultancy Services
03.2019 - 12.2021
Assistant Technical Support
Tech Mahindra
02.2017 - 02.2019
Customer Service Executive
Amazon.in
07.2016 - 01.2017
MBA - Operations and SCM and Leadership and Strategic Planning
NMIMS
Business Analyst -
Salesforce
Bachelor of Engineering - Computer Science
SPPU
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