RISHAV MUKHERJEE
Kolkata
Summary
Senior Support Engineer. Basic Job Role includes Troubleshooting user issues in Sales Cloud, supporting System Admins, largely. Hands on Experience in Sales Cloud Product including Out Of The Box features like Lightning Dialer, High Velocity Sales and Territory Management. Hands on Experience with Data Management ( Data Import Wizard and Apex Data Loader) with H&T portal support and managed package installation and uninstallation support. Troubleshooting and Implementation Experience with Data Analytics ( Reports and Dashboards). Certifications : AI Associate,Agentforce Specialist, Associate, ADM 201, ADM 211, Platform App Builder, Service Cloud Consultant, Experience Cloud Consultant and Sales Cloud Consultant.
Overview
7
7
years of professional experience
Work History
Senior Support Engineer
Salesforce.com India Pvt. Ltd.
Hyderabad
02.2022 - Current
- Currently working as a Senior Support Engineer for Sales Cloud Chat Team.
- Serving Customers across multiple topics and Products ensuring seamless customer experience.
- Among the pilot batch that started Salesforce Chat in June 2022
- First in the line as the Swarm Lead for Sales Cloud Chat team from August 2023 to February 2024, ensuring on the spot support to engineers, handling escalations from customers to assisting the team to cross 4.90 in CSAT during the tenurity. Acting as the bridge in between handoffs to other team with engineers and Swarm Leads, setting up the swarming structure for the team, ensuring both customer and engineer success and providing state of the art support.
- Multi-Cloud Certified which includes Certified Associate, Certified AI Associate, Certified Admin, Certified Advanced Admin, Certified Platform App-builder, Certified Sales Cloud Consultant and Certified Service Cloud Consultant with Ranger status.
- Focus on customer success and support to customers for the last 4 years.
Salesforce Support Engineer
Cognizant Technology Solutions
Pune
02.2020 - 02.2022
- Worked in the Capacity of a Salesforce Support Engineer
- Basic Job Role includes Troubleshooting user issues in Sales Cloud, supporting System Admins, largely
- Hands on Experience in Sales Cloud Product including Out Of The Box features like Lightning Dialer, High Velocity Sales and Territory Management
- Hands on Experience with Data Management ( Data Import Wizard and Apex Data Loader) with H&T portal support and managed package installation and uninstallation support
- Troubleshooting and Implementation Experience with Data Analytics ( Reports and Dashboards)
- Certified Admin (ADM 201) and Advanced Admin (ADM 211) with Ranger Status in Trailhead (100+ badges and 50,000+ points).
Associate
Concentrix Daksh India Services
Kolkata
07.2018 - 01.2020
- Supporting Customers in India, via outbound call process and delivering KPI's Supporting customers in NorthAM, via email and chat
Education
B.com Honours - Accounts And Finance
South City College
Kolkata, West Bengal04.2019
Skills
- Salesforce Support
- Troubleshooting
- Sales Cloud
- System Admin
- Lightning Dialer
- High Velocity Sales
- Territory Management
- Data Management
- Data Import Wizard
- Apex Data Loader
- H&T portal support
- Managed package installation
- Managed package uninstallation
- Data Analytics
- Reports
- Dashboards
- Certified Admin
- Advanced Admin
- Trailhead
Birthday
08/13/1997
Maritalstatus
Single
Personal Information
- Title: Salesforce Support Engineer
- Gender: Male
- Nationality: India
Hobbies and Interests
- Cricket
- Music
References
Available on Request
Accomplishments
- I was awarded as the metrics master for Q2 in 2023 and Customer Hero in Q3 in 2024, with exceptional and highly successful rating by my manager and getting awarded through tango cards multiple times for performance
- First to take 800+ chats in Q2 2024 with more than 80% overall resolve rate and 4.9 in CSAT.
- Handled more than 20 engineers in the PST shift with requests coming in for Swarming and taking the chat team beyond 4.9 in CSAT for September, November and December 2023, respectively.
- Created the Swarming Structure along with Managers to ensure complete engineer support on chats and calls.
Timeline
Senior Support Engineer
Salesforce.com India Pvt. Ltd.
02.2022 - Current
Salesforce Support Engineer
Cognizant Technology Solutions
02.2020 - 02.2022
Associate
Concentrix Daksh India Services
07.2018 - 01.2020
B.com Honours - Accounts And Finance
South City College
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