Rishabh Jain

• Analyzed business and support requirements, and translated them into scalable, efficient Salesforce technical solutions, automating four manual processes to improve operational efficiency.
• Performed case triaging, prioritization, and resolution as a Senior Salesforce Support Analyst, resolving over 900 cases, reducing case backlog by 40%, and improving SLA adherence by 50%.
• Developed and maintained Salesforce reports and dashboards for team members, clients, and leadership, enabling data-driven analysis of case volume, trends, and root causes.
• Designed and deployed Lightning Web Components (LWC) and Knowledge Articles on the partner portal, significantly reducing incoming support case volume.
• Collaborated with cross-functional teams (business, QA, stakeholders), led technical enhancements, and mentored team members on best practices to enhance overall case management efficiency.

Case Management

• The Case Management module was built to streamline intake, tracking, and resolution of service requests across departments.
• It enabled agents to log cases, categorize issues, assign ownership, and monitor progress through defined workflows. Automated routing, status updates, and escalation rules ensured timely resolution and compliance with service-level expectations.
• Access controls were carefully configured using role hierarchies, permission sets, and profiles to maintain data confidentiality.
• Custom Apex logic and Lightning Web Components enhanced usability, while Experience Cloud deployment allowed external users to raise and track cases securely.

Child Education

• The Child Education module focused on managing student records, enrollment details, academic programs, and support services.
• It supported tracking of educational milestones, attendance, assessments, and benefit eligibility.
• Custom Lightning components simplified data entry and reporting for counselors and administrators.
• Backend automation handled validations, notifications, and record updates through Apex classes and triggers.
• Security and visibility were tailored to ensure only authorized users could access sensitive student information, while scalable design principles ensured adaptability to changing educational policies.

Adult Care

• This module addressed the needs of adult assistance programs by maintaining comprehensive client profiles, care plans, eligibility criteria, and service history.
• Automated processes reduced manual intervention by handling approvals, updates, and service assignments.
• Custom business logic translated complex care requirements into efficient Salesforce solutions.
• Collaboration with functional teams ensured accurate mapping of real-world care workflows into the system, while post-deployment support guaranteed stability and continuous improvement.

Veteran Services

• The Veteran Services module was designed to support veterans by managing benefits, service requests, program enrollments, and historical records.
• It provided a centralized platform to track interactions, entitlements, and case outcomes.
• Lightning Web Components delivered an intuitive interface for both internal users and Experience Cloud participants.
• Apex-driven automation ensured consistency, data accuracy, and faster processing of veteran-related requests.
• Robust security configurations safeguarded sensitive service records while enabling seamless coordination among stakeholders.

Cross-Module Ownership and Delivery

• Across all modules, responsibilities included administering Salesforce security settings, crafting reusable Apex components, and developing responsive LWCs aligned with platform standards.
• Business needs were carefully evaluated and converted into maintainable technical designs.
• Close coordination with business analysts, QA teams, and decision-makers ensured smooth execution throughout the development lifecycle—from discovery and build to deployment and ongoing support.