Mundra Jathin Chandra
Summary
Results-driven Salesforce developer with 4.5 years of Salesforce experience and 7 years in professional roles. Expertise in designing scalable solutions across Sales Cloud, Service Cloud, and Experience Cloud utilizing Apex, Lightning Web Components, Flows, and third-party integrations. Proven ability to translate complex business requirements into efficient implementations, enhancing cross-functional collaboration and delivering user-centric solutions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Salesforce Developer
Infosys Limited
06.2025 - 07.2026
- Developed and implemented Service Cloud solutions, triaging and resolving high-severity production incidents within defined SLAs to ensure system reliability.
- Automated case management processes using Flows, Assignment Rules, Queues, and Escalation Rules to reduce manual case triage effort and improve first-response time.
- Configured and maintained Case lifecycle management including Auto-Response Rules, Entitlements, Milestones, and SLA tracking to enforce service-level compliance.
- Implemented Omni-Channel routing configurations to optimize agent workload distribution and improve case resolution turnaround time.
- Built and maintained Apex Triggers, Batch Apex, and Scheduled Apex jobs to support case aging alerts, data cleanup, and recurring production workflows.
- Diagnosed and resolved recurring production defects using debug logs and system monitoring tools, implementing permanent fixes to eliminate repeat incidents.
- Collaborated with cross-functional teams to perform Root Cause Analysis (RCA) on P1/P2 incidents, documenting resolutions in Knowledge Base articles to improve future incident response.
- Enhanced monitoring and alerting mechanisms for critical case management flows, enabling proactive detection of issues to reduce incident resolution time.
- Collaborated with business stakeholders to gather requirements and translate them into scalable Service Cloud configurations and enhancements.
- Contributed to Knowledge Management setup within Service Cloud to enable faster agent resolution and self-service.
Salesforce Developer
Infosys Limited
12.2022 - 05.2025
- Hands-on experience on Sales Cloud and Experience Cloud.
- Implemented automation of business processes through Salesforce tools, streamlining workflows. complex business processes using Salesforce declarative development tools like Flows and Validation Rules.
- Developed Apex classes, triggers, batch Apex, and scheduled Apex, delivering custom functionalities and optimising database interactions using SOQL and SOSL queries.
- Built a Lightning Web Component (LWC) for the Field Service Lightning mobile app to generate QR codes, enabling technicians to scan and automatically create work orders, streamlining on-site data capture and process automation.
- Utilised HTML, JavaScript, and CSS effectively to enhance user interface and experience. and Worked on Lightning Web Components (LWC) for creating custom components for deployment on both Lightning pages and the Vendor Portal (community page in Community Cloud/Experience Cloud).
- Created users, roles, profiles, permission sets, and security settings aligned with role hierarchy and organisation-wide defaults (OWD), enhancing system security and access control.
- Developed email alert systems that triggered notifications to teams upon record creation based on set conditions. for sending emails to a group of people when a record is created based on some conditions.
- Developed Visualforce page to generate PDF invoices for billing on work orders.
- Worked on conditional rendering, Events, Code Optimization with a smaller number of server calls, Parent child communication of components, reuse of components, imperative and wired methods and using LDS in components.
- Experience with REST Integration with SAP to create Work orders and updating Accounts in SFDC.
- Worked on writing Apex test classes and worked on existing test classes for the improvement of test coverage and also created test Data Factory classes.
- Worked on debugging system processes using debug logs in the system.
- Worked on Salesforce DX environment and deployed metadata using GitHub.
- Participated in all phases of Software Development Life Cycle (SDLC), ensuring comprehensive requirements gathering, analysis, design, reviews, testing, and deployment.
- Experience in the design phase for the client requirements and provided high-level solutions & experience in preparing design documents and help-related materials.
- Ability to work in a team as well as independently.
Salesforce Admin & ERC Sr. Associate
AMAZON DEVELOPMENT CENTER INDIA Pvt Ltd
03.2021 - 12.2021
- Administered case management workflows in Salesforce, maintaining queue hygiene, SLA tracking, and escalation rules to ensure timely resolution of HR-related tickets.
- Managed and triaged employee queries across multiple channels (phone, email, chatbot) using Salesforce Service Cloud, ensuring accurate case creation, categorisation, and routing through the Panorama ticketing platform.
- Configured and maintained Salesforce reports and dashboards to enhance visibility of ticket volume, resolution rates, and SLA compliance across multiple customer groups.
- Collaborated with process owners to identify workflow gaps and suggest automation improvements using Salesforce Flow and assignment rules.
- Ensured data integrity and privacy compliance within Salesforce records, safeguarding sensitive employee information in accordance with organisational data governance policies.
- Conducted quality checks and documented process gaps to inform Salesforce configuration improvements aligned with evolving HR service standards.
- Onboarded and mentored new team members on Salesforce case management processes, effectively acting as a platform SME for the ERC team.
Banking Officer (S1 Grade)
ICICI Bank Ltd
06.2018 - 02.2021
- Managed relationships for High-Net-Worth Individuals (HNI) and Global Private Clients (GPC), handling banking, wealth management, and investment-related services.
- Gained BFSI domain expertise through hands-on experience with banking products, including savings accounts, current accounts, credit cards, loans, and insurance products.
- Worked extensively with CRM and banking systems such as FCRM, IVIEW, ECS, CASA, and CAR to manage customer data, transactions, and service operations.
- Coordinated with cross-functional internal teams to ensure smooth transaction processing, timely issue resolution, and high-quality customer service delivery.
- Resolved customer complaints by analysing transaction histories, communication logs, and operational records to identify root causes and implement effective solutions.
- Identified process and workflow improvements to enhance operational efficiency while gaining exposure to financial data flows and enterprise system integration.
Education
B tech - Electronics and Instrumentation Engineering.
VNR Vignana Jyothi Institute of Engineering and Technology (VNRVJIET)
Hyderabad, India01-2018
Skills
- Salesforce customisation
- Salesforce Lightning Platform
- Sales Cloud
- Service Cloud
- Experience Cloud
- Apex
- Asynchronous Apex
- SOQL
- SOSL
- Visualforce
- Visualforce Pages
- LWC components
Certification
- Salesforce certified Platform Developer I
- Salesforce certified AI Associate
- Salesforce certified AI Specialist
- Salesforce certified Data Cloud Consultant
Awards & Recognizations
- Insta Award, Recognized for outstanding contribution to Salesforce project delivery at Infosys.
- Rising Star Award, Awarded for quick learning and consistent improvement in Salesforce.
Timeline
Salesforce Developer
Infosys Limited
06.2025 - 07.2026
Salesforce Developer
Infosys Limited
12.2022 - 05.2025
Salesforce Admin & ERC Sr. Associate
AMAZON DEVELOPMENT CENTER INDIA Pvt Ltd
03.2021 - 12.2021
Banking Officer (S1 Grade)
ICICI Bank Ltd
06.2018 - 02.2021
B tech - Electronics and Instrumentation Engineering.
VNR Vignana Jyothi Institute of Engineering and Technology (VNRVJIET)