Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pooja Sahu

Hyderabad

Summary

  • 4.5 years of hands-on experience with the Salesforce Marketing Cloud platform and 1 year of experience on Data Cloud with Trailhead Ranger, along with 6x Salesforce certified.
  • Knowledgeable technical engineer ready to undertake the management of challenging technical environments. Expertise in different systems and environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Salesforce
Hyderabad
02.2022 - Current
  • Managed and resolved Marketing Cloud-related cases with a focus on customer success.
  • Integrated Data Cloud with Marketing Cloud to deliver seamless solutions.
  • Troubleshot issues in Email Studio, Automation, Journey Builder, and Mobile Connect while collaborating with cross-functional teams.
  • Achieved a customer satisfaction (CSAT) score of 4.7 and exceeded productivity targets by 150%.
  • Conducted over 10 bootcamp sessions for new engineers on Salesforce Marketing Cloud best practices.
  • Documented support cases and troubleshooting methods to enhance team knowledge and efficiency.
  • Committed to continuous learning and delivering proactive, high-quality client support.

Senior Process Executive

Cognizant
Pune
06.2021 - 01.2022
  • Delivered comprehensive technical support to Salesforce customers via phone, email, and chat channels.
  • Managed daily prioritization of support cases, ensuring adherence to established SLAs.
  • Handled case transfers from other regions while maintaining timely response rates.
  • Maintained proactive communication regarding case progress, aligning with service level agreements.
  • Utilized tools such as OrgCs, Org62, Job Explorer, Splunk, Kibana, and Microsoft SQL Management for efficient troubleshooting.
  • Resolved complex technical issues efficiently through effective use of specialized software.
  • Ensured clarity in customer interactions by providing regular updates on resolution status.
  • Streamlined support processes to enhance overall case management efficiency.

Technical Support Executive

Teleperformance (Process: Yahoo Small Business)
Indore
03.2019 - 04.2021
  • Handled inbound calls addressing technical issues related to Yahoo Small Business services.
  • Conducted cross-selling and up-selling of Yahoo Small Business products and services during customer interactions.
  • Provided customer education and support to maximize effective utilization of services.
  • Identified opportunities and successfully encouraged customers to upgrade their existing plans.
  • Gained experience across multiple domains and business email platforms.
  • Possess foundational knowledge of WordPress, including plugins and website builder tools.
  • Familiar with Domain Name System (DNS) concepts and email configuration protocols (POP/IMAP).

Customer Care Executive

Hinduja Global Soultions (Process: Amazon.in)
Indore
06.2016 - 02.2018
  • Managed inbound customer calls, providing assistance with queries related to returns, refunds, and order issues.
  • Handled escalation (L2) calls, resolving complex customer concerns effectively.
  • Served as a Subject Matter Expert (SME), mentoring and supporting newly trained associates to successfully complete their On-the-Job Training (OJT).
  • Conducted call audits and provided constructive feedback to improve team performance.
  • Delivered multi-channel support via calls, chat, and emails, ensuring consistent customer satisfaction

Education

Bachelor of Science - Computer Science

St. Aloysius College
Jabalpur
05-2015

Higher Secondary Education, PCM

GGHSS
Jabalpur

Skills

  • Salesforce Marketing Cloud
  • Data Cloud
  • CRM (Customer Relationship Management)
  • Troubleshooting Tools : Microsoft SQL Management Ampscript
  • Technical Support and Customer Service
  • Customer Success Management

Certification

  • Salesforce Certified Marketing Cloud Email Specialist
  • Salesforce certified marketing cloud administrator
  • Salesforce certified marketing cloud developer
  • Salesforce Data Cloud Consultant
  • Salesforce Certified Associate
  • Salesforce Certified AI Associate

Timeline

Technical Support Engineer

Salesforce
02.2022 - Current

Senior Process Executive

Cognizant
06.2021 - 01.2022

Technical Support Executive

Teleperformance (Process: Yahoo Small Business)
03.2019 - 04.2021

Customer Care Executive

Hinduja Global Soultions (Process: Amazon.in)
06.2016 - 02.2018

Bachelor of Science - Computer Science

St. Aloysius College

Higher Secondary Education, PCM

GGHSS

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Pooja Sahu