Ruhinaaz Shaikh
Hyderabad
Summary
Results-driven Technical Support Engineer with 2+ years at Salesforce, cross-skilled across 5 product areas including CRM Analytics, Data Cloud, and Agentforce. Consistently exceeds KPIs — 125% productivity, 4.85 CSAT, and 0% SLO misses in FY25. Combines deep platform expertise with a consultative mindset to accelerate customer adoption, resolve complex technical challenges, and translate business objectives into scalable Salesforce solutions. 11x certified with a proactive, "get-things-done" approach and a proven record of technical collaboration, customer onboarding support, and product quality contribution.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Associate Technical Support Engineer
Salesforce
Hyderabad
10.2023 - Current
Maintained 133+% productivity in FY25 with a 4.77/5.0 CSAT, 0% SLO misses, 0.3% escalation rate, and TTR of 5.2 — consistently top-tier KPIs across the team
- Cross-skilled across 5 product & technology areas in under 2 years — including CRM Analytics, Tableau Next, Sales Security, and Data Cloud — demonstrating rapid technical ramp and strong platform breadth
- Served as the primary technical point of contact for customer-facing calls — led troubleshooting sessions, managed expectations during escalations, and translated complex findings into clear guidance for non-technical stakeholders
- Contributed to Release Readiness Summer '25 (Operational Analytics) and participated in Agentforce Utterance Testing — directly improving platform quality in partnership with Product & Engineering
- Became one of the first 100 Salesforce employees to achieve Agentblazer Legend rank, reflecting early and deep investment in the Agentforce and AI platform ecosystem
Education
Bachelor of Science - Engineering
Zeal College Of Engineering And Research
Pune01-2023
Skills
- Salesforce CRM (Sales Cloud)
- Reports, Dashboards & Analytics
- CRM Analytics & Tableau Next
- Flows, Automation & Declarative Development (beginner)
- Salesforce Security & Sharing Model
- Data Cloud & Agentforce / AI (basics)
- Apex (declarative debugging & code review)
Certification
- Administrator
- Advanced Administrator
- Platform App Builder
- Platform Developer I
- Sales Cloud Consultant
- Service Cloud Consultant
- Data Cloud Consultant
- Agentforce Specialist
- AI Associate
- Slack Administrator
- Associate (Salesforce)
Additional Contributions
- Co-Events Chair — BOLDFORCE India ERG (08/01/25)
- OA Bug Bounty contributor & Slack Superbadge developer
- 16+ VTO hours — education, sustainability & community events
- Ekyam Salesforce Run 2024 & 2025 — volunteer & coordinator
Timeline
Associate Technical Support Engineer
Salesforce
10.2023 - Current
Bachelor of Science - Engineering
Zeal College Of Engineering And Research