Snigdha Naarukonda

Project Description:
Worked on a Salesforce-based Customer Service and Asset Management platform for HPE to streamline customer support operations, product lifecycle management, service requests, and asset tracking processes. The project involved gathering business requirements from stakeholders, analyzing business workflows, and implementing Salesforce configurations to improve operational efficiency and customer experience. The solution focused on automating service processes, managing customer assets, improving case resolution time, and providing real-time reporting and visibility across business teams.

Roles and Responsibilities :

• Gathered, analyzed, and documented business requirements from stakeholders and converted them into Salesforce solutions.

• Prepared BRD, FRD, process flow diagrams, user stories, and functional documents.

• Conducted GAP analysis to identify business process improvements and system enhancement opportunities.

• Worked closely with stakeholders, development teams, and QA teams during requirement discussions and implementation activities.

• Configured custom objects, fields, page layouts, record types, validation rules, and field dependencies based on business requirements.

• Implemented Salesforce automation using Flows, approval processes, email alerts, and assignment rules to streamline support processes.

• Configured Case Management processes for handling customer service requests and issue resolution workflows.

• Managed security settings using profiles, permission sets, roles, and sharing rules to provide appropriate user access.

• Created reports and dashboards to track customer issues, service requests, asset utilization, and business KPIs.

• Participated in Agile ceremonies including sprint planning, daily stand-ups, backlog refinement, and retrospectives.

• Supported User Acceptance Testing (UAT), coordinated issue resolution, and ensured business requirements were met.

• Managed data migration and data maintenance activities using Data Loader.

• Assisted in deployment activities across environments and supported production issue resolution.

• Conducted end-user training sessions and prepared knowledge transfer documentation for business users.

Project Description:
Worked on the DoorDash customer and delivery management platform using Salesforce to improve order processing, customer support, merchant onboarding, and service request management. The project involved gathering business requirements from stakeholders, analyzing existing business processes, configuring Salesforce solutions, and supporting automation for order management and customer interactions. The implementation focused on improving operational efficiency, reducing manual work, enhancing customer experience, and providing real-time visibility through reports and dashboards.

Roles and Responsibilities :

• Gathered and analyzed business requirements from stakeholders and translated them into Salesforce functional solutions.

• Prepared BRD, FRD, user stories, process flow diagrams, and functional design documents.

• Conducted requirement gathering sessions and performed GAP analysis to identify business process improvements.

• Configured Salesforce objects, custom fields, page layouts, record types, validation rules, and field dependencies based on business requirements.

• Worked closely with developers, QA teams, and business users during requirement discussions and implementation phases.

• Created and configured Flows to automate customer service, order management, and merchant onboarding processes.

• Managed user access through profiles, roles, permission sets, and sharing rules to ensure proper security implementation.• Created reports and dashboards to track order status, customer service metrics, delivery performance, and business KPIs.

• Configured approval processes, email alerts, and other process automation features to reduce manual work.

• Participated in Agile ceremonies including sprint planning, backlog grooming, daily stand-ups, and retrospectives.

• Supported User Acceptance Testing (UAT) activities, coordinated with users, and tracked defects until closure.

• Performed data management activities using Data Loader for data migration, import, and updates.

• Provided production support by analyzing issues, troubleshooting system problems, and implementing solutions.

• Assisted in deployment activities across environments and maintained system documentation.

• Conducted end-user training sessions and prepared user guides for newly implemented functionalities.