Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Training
Personality Traits
Affiliations
Languages
Websites
Timeline
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SRI MANOJNA GANGUMALLA

Hyderabad

Summary

Technical Support Engineer with 4 years of experience at Salesforce, specializing in troubleshooting complex issues within Salesforce Marketing Cloud. Expertise in managing high-stakes customer escalations, consistently achieving exceptional satisfaction rates. Proven ability to collaborate cross-functionally to enhance product performance, leveraging strong analytical skills for continuous improvement.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Salesforce
10.2023 - Current
  • Assisting customers in troubleshooting related to mobile messaging, email, programming-related issues, journey, and other technical issues in Salesforce Marketing Cloud products via multiple channels, like voice and email.
  • This involves debugging, troubleshooting, and ensuring that technical issues are fully resolved.
  • Manage highly visible, global, and strategic customer-reported issues, and ensure 100% customer satisfaction.
  • Multitasking, performing effectively under pressure, and meeting all support-related KPIs, as outlined by the business.
  • Collaborated with cross-functional teams to enhance product performance and user experience.

Associate Technical Support Engineer

Salesforce
08.2021 - 10.2023
  • Monitor alerts for customers across regions, and provide them with a root cause analysis of the alert.
  • Deliver Annual Technical Health Reviews to customers in collaboration with TAM and internal stakeholders.
  • Analyze alert trends, and provide a recommendation framework to clients that should align with service level agreements.
  • Track and maintain all customer communications and case documentation.
  • Communicate progress of resolution/status in a timely fashion, per service level agreements.
  • Manage escalations and expectations for both customers and internal staff.
  • Collaborate with technical support teams in other Salesforce Clouds, as needed.
  • Identify improvements for an improved customer experience.
  • Assisted in training new employees on support best practices and tools.

Education

Bachelor of Technology - Computer Science and Engineering

Gandhi Institute of Technology And Management
Vizag
01.2021

Board of Intermediate Education -

Aditya Junior college
kakinada
01.2017

10th Standard -

Narayana concept school
kakinada
01.2015

Skills

  • C and C
  • Java
  • Python
  • SQL
  • Salesforce Marketing Cloud
  • Ampscript

Certification

  • Salesforce Certified Administrator
  • Salesforce Certified Marketing Cloud Email Specialist
  • Salesforce Certified Account Engagement Specialist
  • Salesforce Certified Associate
  • Python (Basics - Python For Everybody)

Hobbies and Interests

  • Badminton
  • Art and Singing

Training

  • Data Science Workshop, IIT Hyderabad, Kyrion Technologies
  • Database Management System Certification Course, NPTEL, Elite Silver

Personality Traits

  • Adaptability
  • Team Player
  • Open to learn new things

Affiliations

I maintain a balance between my professional and personal pursuits, combining technical expertise and certifications with volunteer service, and creative hobbies

Languages

Telugu
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1

Websites

Timeline

Technical Support Engineer

Salesforce
10.2023 - Current

Associate Technical Support Engineer

Salesforce
08.2021 - 10.2023

Bachelor of Technology - Computer Science and Engineering

Gandhi Institute of Technology And Management

Board of Intermediate Education -

Aditya Junior college

10th Standard -

Narayana concept school

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SRI MANOJNA GANGUMALLA