Tanupam Chakraborty

• Working as a Technical Support Engineer to handle global customers using CRM Analytics (TCRM), flow and dev related issues.
• Experienced in Sales Cloud, Service Cloud, and Experience Cloud.
• Handling Issues related to Configuration, EDI, CRM Analytics(TCRM) and Dev related issues.
• Hands on experience in Multiple Products and Topics (Configuration, Email and Desktop Integration, Operational Analytics, CRM Analytics (TCRM), Service: Dev)
• Experience in creating connections (Internal and External) data flows, recipes and Dashboards with and without binding within Salesforce CRM Analytics (TCRM).
• Monitoring KPI of CRM Analytics team and assigning cases to team members.
• Providing assistance and shadowed other team members as and when required with issues related to CRM Analytics(TCRM), flow's and other dev related topic.
• Experience in providing immediate support to Critical and Urgent cases as per the business urgency of the customer over call, case comment and email.
• Experience in handling and resolving critical and urgent issues related to CRM Analytics (TCRM).
• Double star Ranger with 289 badges and 1,02,300 points
• Asked customers targeted questions throughout troubleshooting to determine smart solutions.
• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
• Provided clear and concise step-by-step technical support to guide clients.
• Addressed and resolved SLA issues promptly.
• Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.

Certifications:

• Salesforce Administrator
• Salesforce Advance Administrator
• Salesforce Tableau CRM and Einstein Discovery Consultant
• Salesforce Service Cloud Consultant

• Worked for Salesforce to address customers queries that involved
  troubleshooting and providing resolution/suggestion to customers over
  email and calls.
• Delivered prompt and accurate feedback to customers when troubleshooting and diagnosing computer issues.
• Worked on multiple product and topic's like How to, configuration issues, Operational Analytics, CRM Analytics (TCRM) etc.
• Experience in creating connections (Internal and External) data flows, recipes and Dashboards with and without binding within Salesforce CRM Analytics (TCRM).
• Communicated technical information to non-technical audiences through easy-to-understand instructions, presentations and remote access demonstrations.
• Addressed and resolved SLA issues promptly.
• Shadowed and mentored engineers to move their cases (Primarily TCRM cases) towards closure with relevant information during the Cognizant to Salesforce Transition
• Asked customers targeted questions throughout troubleshooting to determine smart solutions.

• Answering calls and resolving issues of customers calling in regards to
  their computer.
• Involves technical troubleshooting either by guiding the customer over
  the call or by taking the remote access of their computers.
• Maintaining monthly targets of CSAT, RPC and AHT

• Managing motor vehicle collision legal cases with NSW local
  courts.
• Required to call Australian insurance companies to negotiate
  and settle the claims.
• Receive calls from Australian customers and register their
  reports on accident and settle claims from third party insurance
  company.
• Suing the at fault party through NSW court, if they or their
  insurance company fail to pay demurrage to the not at fault
  party involved in motor vehicle collision.