Sonam Singh

Accounts :

Google ( March '23 - Present )

HongKong Telecommunication (Dec'23 - Present)

Berger Paints (June'23 to April '24)

• Successfully onboarded Signature customers
• Initiated and successfully completed Key Event Management events and ATHR
• Developed strategic plans for onboarding new clients that included goal setting, timeline development, and resources required.
• Assisted customers with troubleshooting issues related to product usage or performance.
• Created detailed reports on account activities, including sales pipeline updates, customer feedback, and other metrics.
• Managed multiple accounts simultaneously while meeting deadlines for each one.
• Responded to customer inquiries and concerns to facilitate solutions.
• Collaborated with internal teams such as engineering, marketing, and support to provide a comprehensive customer experience.
• Actively participated in project planning sessions with internal teams in order to develop effective solutions that meet client needs.
• Conducted periodic meetings with customers to review service levels and ensure satisfaction.
• Implemented strategies for improving customer retention rates through proactive communication and problem resolution techniques.
• Provided product demonstrations to customers in order to educate them on the features and benefits of products.
• Generated monthly reports outlining progress towards goals established with clients.
• Developed customer relationships, identified customer needs and provided technical solutions.

• Providing technical support to MCS customers
• Handling sev-1, sev2 and other severity cases
• Involved in training and release readiness programs
• Directly involved with customer on high severity cases
• Collaborating with product and engineering teams on various product related issues
• Responsible for daily scrums and team calls
• Mostly handling Digital Engagement, Community and FSL related issues along with other issues
• Working on agile methodology and training the team on agile
• Mentored new team members and conducted training sessions internally
• Ability to effectively prioritize client issues as required
• Assisting clients in optimizing their use of the application platform via workflow guidance or identifying automation, proactive monitoring and integration opportunities
• Projects: MCS Tool project for team
• Pro Bono Project for ABV customer (Transition from Classic to Lightning)
• Pro Bono Project for i-EARN-USA customer (Training the customers on Salesforce admin)
• Pro Bono Project for FromYourFather.org customer (Coaching the customer on salesforce best practices and features along with implementing various service cloud features)
• Work on projects focused on Salesforce/Force.com development
• Document and analyze required information and data
• Prepare requirements, specifications, business processes and recommendations
• Communicate project status to management, and elevate project concerns to appropriate teams
• Also helping the team in various service cloud implementations and customization.

• Involved in requirement gathering from Onsite Team
• Designing Lighting Pages using Lightning Components
• Design Requirement documents and functional documents for the development
• Involved in customization and development
• Worked on testing and deployment
• Configured page layouts, workflows, document templates, record types, & data fields
• Stored that data in custom objects created at the Org, displayed data in related lists on Account object
• Worked on relationships, rollupsummary, workflows, approvals and validation rules
• Written schedulable batch job to query and store data at specified intervals
• Created Test Classes to unit test the code and to deploy the code into production using Changeset.

• Troubleshooting operating system problems
• Creating/Deleting/Modifying user accounts (LDAP, SFTP, samba, local groups and assigning privileges to them
• Managing File System, creation/extend as per Change Management Policy
• Managed users, groups, and ftp accounts, permissions and security
• Monitoring the performance of the system using sar, ps, vmstat, netstat
• Handling on-call issues for the production servers
• Coordinating with vendors like SuSE, MTS and Redhat for resolving
• Working with the Compliance and Information Security Team to understand reported vulnerability and plan remediation
• Create LVM Creating physical volumes, volume groups and logical
• Installing/upgrading on Linux Redhat and suse servers including cluster.