Sanjay T
Pune
Summary
Detail-oriented Salesforce Business Analyst with 5 years of experience specializing in Service Cloud implementations and optimizations across telecom and other industries. Proven track record of translating business requirements into effective technical solutions, improving customer service operations, and driving ROI through Salesforce platform enhancements. Adept at leading cross-functional teams and managing complex project lifecycles from requirements gathering through deployment and user adoption.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Salesforce Business Analyst
Illustrsoftware
Pune
06.2022 - Current
- Led end-to-end implementation of Service Cloud for a 200+ agent contact center, reducing average case resolution time by 35%
- Designed and implemented custom Lightning components for service console, increasing agent productivity by 28%
- Configured and optimized Email-to-Case functionality for a telecom client handling 10,000+ monthly customer inquiries, reducing response time by 40%
- Implemented advanced Email-to-Case routing rules with auto-response templates, improving first response time by 65%
- Partnered with stakeholders to optimize knowledge management system, resulting in 42% improvement in first-call resolution rates
- Configured CTI integration with Amazon Connect, reducing average call handling time by 25%
- Created detailed user stories and acceptance criteria for development team, ensuring 95% on-time sprint deliverables
- Led post-implementation training for 200+ end users, achieving 92% user adoption within first month
Salesforce Business Analyst
Qloud SOLUTIONS
Pune
04.2020 - 05.2022
- Collaborated with client support teams to implement Service Cloud case management system for 3 enterprise clients
- Developed and maintained comprehensive project documentation, including requirements, specifications, and test plans
- Designed and implemented automated workflow processes, reducing manual effort by 40%
- Set up Email-to-Case with parsing rules to extract critical information and auto-assign cases based on content
- Conducted regression testing and UAT sessions, ensuring high-quality deliverables
- Created omni-channel routing configurations, improving case assignment efficiency by 30%
- Managed integration between Service Cloud and legacy systems, ensuring seamless data flow
Junior Business Analyst
CLOUDCREST CONSULTING
Pune
03.2018 - 04.2020
- Assisted in requirements gathering and documentation for Service Cloud implementations
- Supported configuration and customization of Salesforce Service Cloud for multiple clients
- Created and maintained test cases for various Salesforce functionalities
- Provided first-level support for Salesforce users and documented common issues
- Participated in weekly sprint planning and retrospective meetings
- Collaborated with QA team to identify and resolve system defects
Education
Bachelor of Science - Business Information Systems
Pune University
Pune01.2017
Skills
- Service Cloud
- Sales Cloud
- Experience Cloud
- Lightning Experience
- Email-to-Case
- JIRA
- Confluence
- SQL
- Process Builder
- Flow Builder
- Apex
- Lightning Components
- Requirements Gathering
- Process Mapping
- User Stories
- Gap Analysis
- Data Migration
- Agile
- Scrum
- Waterfall
- SDLC
Websites
Certification
- Salesforce Certified Administrator
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Platform App Builder
- ITIL Foundation v4
Projects
Telecom Provider Service Transformation, Implemented comprehensive Service Cloud solution for a major telecom provider with 1,000+ service agents. Configured Email-to-Case with advanced routing logic, auto-responses, and case categorization. Designed escalation paths for technical support tiers handling network outages and service disruptions. Created custom dashboards for real-time monitoring of SLA compliance and backlog management. Resulted in 55% faster case resolution and 38% improvement in customer satisfaction scores. Telecom Field Service Operations Enhancement, Integrated Service Cloud with Field Service Lightning for a regional telecom provider. Designed automated scheduling system for 200+ field technicians responding to installation and repair requests. Implemented mobile solutions allowing field technicians to update case status and collect customer signatures. Reduced dispatch time by 47% and improved first-time fix rate by 35%. Financial Services Help Desk Implementation, Led Service Cloud implementation for a financial services firm's internal help desk. Configured knowledge base, case assignment rules, and automated workflows. Reduced ticket resolution time by 45% and improved CSAT scores by 30%. Healthcare Provider Service Transformation, Implemented Service Cloud for a regional healthcare provider with 500+ daily service interactions. Designed custom objects and processes to handle complex patient inquiry workflows. Created dashboards and reports providing real-time visibility into service metrics.
Timeline
Senior Salesforce Business Analyst
Illustrsoftware
06.2022 - Current
Salesforce Business Analyst
Qloud SOLUTIONS
04.2020 - 05.2022
Junior Business Analyst
CLOUDCREST CONSULTING
03.2018 - 04.2020
Bachelor of Science - Business Information Systems
Pune University
Similar Profiles
Sonali PatilSonali Patil
Senior QA Engineer at Fractal AnalyticsSenior QA Engineer at Fractal Analytics
IMAM ALGUDEIMAM ALGUDE
Accounts Payable Specialist at Johnson ControlsAccounts Payable Specialist at Johnson Controls
GAURAV SHUKLAGAURAV SHUKLA
Manager -Sales & Marketing-Media at Franchiseindia.com LtdManager -Sales & Marketing-Media at Franchiseindia.com Ltd
Surjit JoshiSurjit Joshi
Senior Product Manager at Acentra Health Software India Pvt LtdSenior Product Manager at Acentra Health Software India Pvt Ltd
Poonam NagpurePoonam Nagpure
Senior Salesforce Business Analyst at Kasmo TechnologiesSenior Salesforce Business Analyst at Kasmo Technologies