Shilpa Yelkur Ramakrishnaiah

Client Name: Telefonica

• Integrated SiteTracker with Salesforce to ensure seamless flow of project-related data between the two systems, allowing for real-time updates and a unified view of customer interactions and project statuses.
• Developed custom Apex classes and Visualforce pages to create a cohesive user experience, ensuring that Salesforce users could easily view project status, costs, and milestones from within the Salesforce interface.
• Managed data mapping and migration processes to ensure accurate and consistent synchronization between Salesforce and SiteTracker for project timelines, deliverables, and resource allocation.

• Led the implementation of Salesforce Sales Cloud to streamline lead management, improve sales forecasting, and enhance the overall sales process for the organization. The solution aimed to increase sales team productivity, enhance visibility into the sales pipeline, and improve data accuracy for better decision-making.
• Lead & Opportunity Management: Configured Sales Cloud features such as Lead Management, Opportunity Management, and Sales Path to streamline the sales process from lead capture to closing deals.
• Integrated Sales Cloud with marketing automation tools (such as Marketo or Pardot) to sync leads and opportunities, enabling better lead nurturing and data consistency across departments.
• Increased sales team productivity by 30% by automating routine tasks and providing a streamlined interface for managing leads and opportunities.

Client Name:MBNL (Mobile Broadband Network Limited)

• Implemented Salesforce Service Cloud to enhance the client’s customer service operations, streamline case management, and automate key workflows. The solution was designed to improve agent efficiency, reduce customer response time, and deliver an improved customer experience.
• Created Custom Objects and fields for transactional and contractual information.
• Involved in Setting up Users, Roles, Profiles, and Security settings, Flows.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, Validation, and formula fields to the custom objects.
• Created page layouts, search layouts to organize fields, related lists, and other components on a record detail and edit pages.
• Created templates, approval processes, approval page layouts and defined approval Actions on them to automate the processes.
• Designed and deployed Custom tabs, validation rules, Approval Processes and Auto‐Response Rules for automating business logic.
• Developed Apex Classes, Apex Triggers for various functional needs in the application.
• Used SOQL and SOSL with governor limits.
• Used field level security along with page layouts to manage access to certain fields.
• Automated over 50% of manual processes, significantly improving operational efficiency and agent productivity.

Client Name: Philip Morris International

• Implemented a comprehensive Salesforce Service Cloud solution to streamline customer service operations. The project aimed to improve case management, automate workflows, and enhance agent productivity while providing a seamless customer experience.
• Designed and configured Service Cloud components including Case Management, Queues, and Record Types to efficiently handle incoming customer inquiries, ensuring timely resolutions.
• Designed and launched a Customer Community using Salesforce Community Cloud, allowing customers to track their cases, access FAQs, and engage with support agents directly, improving customer self-service capabilities and reducing case volume.
• Improved case resolution time by 25%, boosting operational efficiency.
• Reduced response times by 30% through Omni-Channel case routing and case automation.