Shree Soni

Salesforce

Hyderabad

12.2021 - Current

I am part of a specialized team within Service Cloud, focusing on Field Service Lightning (FSL) product, for standard, premier and premier plus customers within Customer Support Group. My role is customer-centric, with a primary focus on effective case handling.
Providing assistance with standard functionalities and offer guidance during custom implementations. For critical accounts and customers, I engage in deep troubleshooting, utilizing tools like Splunk and analyzing debug logs, network logs, and console logs to ensure swift case resolution and a seamless customer experience.
I emphasize on maintaining key performance indicators (KPIs) such as Time to Resolution and compliance with Service Level Agreements (SLAs). My primary focus is on ensuring the utmost customer satisfaction fostering collaboration with the product and engineering teams.
Contribute to publish public-facing knowledge articles, facilitating future issue resolution. Also, actively engage in training new resources through training sessions. Furthermore, I provide assistance and mentorship to team members and participate in technical interviews as part of our recruitment process.
Facilitated root cause analysis for technical problems and implemented corrective actions.

Wipro Technologies

Jaipur

10.2019 - 11.2021

Served as data lead for Wipro's Data & Intelligent practice, overseeing a crucial ABB project focused on Salesforce Field Service Lightning (FSL) data migration.
Facilitated seamless integration of client legacy systems into Salesforce environments through meticulous planning and implementation.
Directed execution of detailed documentation, client-facing presentations, and presales processes across the practice and ABB account.
Provided training and mentoring to new team members from the ground up, and held the position of L1 manager, overseeing a team of 7+ resources.
Led Wipro India Engagement Team to organize events and programs across multiple locations quarterly.

Capgemini India

Pune

09.2017 - 10.2019

As a first job, I worked for two years for SQL/PLSQL Crystal Reports development within the Financial Services division of Capgemini in Pune, primarily servicing the Morgan Stanley account.
My role provided me with substantial exposure to the System Development Life Cycle (SDLC) and hands-on experience across all project phases, including both Waterfall and Agile Methodologies, specifically utilizing Scrum and the Jira tool.
Debugged procedures related to LD, OTC, SWAPS, PB, and MSET streams.
Additionally, I contributed to the operations department by overseeing the onboarding and offboarding processes for team resources.

Summary