Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Sriharsha Chagarlamudi

Hyderabad

Summary

Dynamic Salesforce support professional with extensive experience in technical support and customer engagement. Proven ability to drive performance improvements and enhance customer experiences by effectively collaborating with cross-functional teams on critical issues.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Sr. Salesforce support engineer

Salesforce.com
Hyderabad
06.2022 - Current
  • Led 17-person EDI team to review and resolve all signature support cases efficiently.
  • Maintained EDI KPI dashboard, enabling data-driven decisions for performance enhancement.
  • Achieved maximum customer satisfaction as Technical Support Engineer for Sales Cloud.
  • Resolved critical cases and managed swarm requests for urgent issue resolution.
  • Coordinated with internal teams to address Severity 1 cases promptly.
  • Enhanced company reputation through exceptional support for Salesforce customers and partners.
  • Collaborated with CSMs, account executives, and product teams to expedite complex issue solutions.
  • Oversaw creation of knowledge base articles, providing insights to Global Knowledge Team.

Salesforce Admin

VR ECO SYSTEMS PRIVATE LIMITED
Hyderabad
01.2019 - 05.2022
  • • Administrated and monitored the company’s Salesforce CRM application. Developed workflows for automated lead routing, lead escalation, and email notifications.
    • Created and modified Email Templates in the service cloud application.

    • Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security
    and configured their sharing settings.
    • Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and
    Customer service.
    • Developed and customized the salesforce.com application based on user needs. • Developed field and page layout customizations for standard objects like Account, Contact, and Leads.

Education

Master of Science - Wireless Information Networks

Felming College
Ontario,Canada
06-2019

Bachelor of Science - Information Technology

VR Siddhartha Engineering College,
AP, INDIA
05-2017

Skills

  • Salesforce administration
  • Problem solving
  • Effective communication
  • Team coordination
  • Workflow automation
  • Data analysis

Certification

Salesforce Certified Platform Sharing and Visibility Architect

Salesforce Certified Platform Data Architect

Salesforce Certified Platform App Builder

Salesforce Certified Agentforce Specialist

Salesforce Certified AI Associate

Salesforce Certified Platform Administrator II

Salesforce Certified Platform Administrator

Salesforce Certified Sales Cloud Consultant

Timeline

Sr. Salesforce support engineer

Salesforce.com
06.2022 - Current

Salesforce Admin

VR ECO SYSTEMS PRIVATE LIMITED
01.2019 - 05.2022

Master of Science - Wireless Information Networks

Felming College

Bachelor of Science - Information Technology

VR Siddhartha Engineering College,

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Sriharsha Chagarlamudi