Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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SHUBHAM SEHGAL

Summary

Over 6 years of experience in Salesforce development and administration, with a focus on enhancing customer success. Proven ability to manage critical customer cases and lead cross-functional teams, resulting in high client satisfaction. Expertise in Salesforce configurations and integrations, translating technical capabilities into impactful business results. Committed to advancing as a Customer Success Manager, utilizing leadership and a consultative approach to strengthen client relationships and drive organizational success.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Technical Support Engineer( Signature )

Salesforce
10.2021 - Current
  • Managed highly escalated Severity 1 cases, ensuring prompt resolution, minimizing customer impact, and maintaining business continuity.
  • Identified collaboration gaps and enhanced CSM support outreach knowledge articles in partnership with the CSM team, reducing delays and improving customer support efficiency.
  • Tracked service performance and provided actionable insights within Signature Sales Cloud, resulting in a 9% increase in team productivity and a 2.2-day reduction in Time to Resolution (TTR), enhancing customer service excellence and operational efficiency.
  • Led the GHO Pilot Program, achieving a 22% reduction in unnecessary handovers, streamlining processes, and improving the overall customer experience.
  • Drove adoption of AI-powered summaries for Signature Sales Cloud, increasing usage by 30% within the team, boosting efficiency and user engagement.
  • Partnered with CIC, CCE, CATT, Technical Architects, CSMs, and Product teams to resolve failures, drive process improvements, and deliver measurable customer success outcomes.
  • Conducted training and readiness sessions to prepare teams for Salesforce seasonal releases, enabling smooth adoption with minimal service disruption.
  • Authored and enhanced Known Issues, knowledge articles, and VOC feedback, strengthening knowledge sharing and alignment with Product teams.
  • Delivered proactive Key Event Monitoring (KEM) support during critical customer events and high-value sales cycles, ensuring zero downtime and uninterrupted services.
  • Supported hiring drives and mentored new hires, accelerating ramp-up and fostering stronger team integration.

System Engineer (Salesforce developer)

Tata Consultancy Services
06.2019 - 10.2021
  • Collaborated with client stakeholders to gather business requirements, translate them into user stories, and implement scalable Salesforce solutions.
  • Designed, developed, and customized Apex classes, triggers, Lightning components (LWC/Aura), and REST/SOAP integrations to meet business needs.
  • Ensured platform compliance and code quality through security reviews, static code analysis tools (SonarQube/Fortify), and adherence to Salesforce best practices.
  • Managed Salesforce deployments, CI/CD pipelines (Jenkins, Git, SVN), data migration, and prepared technical documentation/test scripts for smooth delivery.

Education

Bachelor of Engineering - Computer Science & Engineering

Oriental Institute of Science & Technology
Bhopal
05-2019

Senior Secondary (12th Grade) - 79%

Christ The King College(ICSE)
04-2015

Skills

  • 6 years in Salesforce development & administration (user management, security, roles, profiles, reports,
  • dashboards)
  • Skilled in Splunk debugging for log analysis and issue resolution
  • Expertise in bulk & batch data loads using Data Loader and batch Apex
  • Knowledge of Agentforce and Salesforce Data Cloud for data integration and analysis
  • Proficient in authentication & security (OAuth, SSO, access controls)
  • Hands-on with Lightning (LWC, Components, App Builder) and Apex/Visualforce development
  • Strong in automation tools (Flows, Process Builder, Workflow) and

Certification

  • Salesforce Certified Identity and Access Management Architect
  • Salesforce Certified Development Lifecycle and Deployment Architect
  • Salesforce Certified Sharing and Visibility Architect
  • Salesforce Certified Data Architect
  • Salesforce Certified Integration Architect
  • Salesforce Certified Application Architect
  • Salesforce Certified System Architect
  • Agentforce Legend
  • Salesforce Certified Administrator
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Platform Developer I
  • Salesforce Certified Platform App Builder
  • Salesforce Certified AI Associate
  • Salesforce Certified Advanced Administrator
  • Salesforce Certified Agentforce Specialist

Accomplishments

  • GHO Pilot Project: Spearheaded the GHO pilot project with a team of 8, achieving a 22% reduction in unnecessary handovers and significantly improving customer experience.
  • Process Improvement: Identified collaboration gaps and upgraded CSM support outreach knowledge articles in partnership with the CSM team, reducing delays and improving efficiency.
  • Awards & Recognition: Received multiple commendations from managers and CSMs for delivering exceptional customer service, resulting in the Quarterly Customer Hero Award (Q2 FY 2026).
  • TCS Gem: Awarded by manager on client’s recommendation for successful implementation of support for mission-critical applications during the Covid-19 crisis.
  • NEC – IIT Bombay (2018) Winner: Led the college team as team leader in the National Entrepreneurship Challenge (2018) and won a grant of ₹4 lakh.

Timeline

Senior Technical Support Engineer( Signature )

Salesforce
10.2021 - Current

System Engineer (Salesforce developer)

Tata Consultancy Services
06.2019 - 10.2021

Bachelor of Engineering - Computer Science & Engineering

Oriental Institute of Science & Technology

Senior Secondary (12th Grade) - 79%

Christ The King College(ICSE)

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SHUBHAM SEHGAL