Vaishnavi Hatbude
Hyderabad
Summary
Results-driven Senior Technical Support Engineer with extensive experience optimizing Salesforce solutions. Demonstrated ability to diagnose and resolve complex issues, lead high-impact projects, and guide teams through multifaceted implementations. Skilled in aligning technical solutions with strategic business objectives and fostering a collaborative work environment. Adept at mentoring and developing engineering teams for enhanced performance and efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Salesforce
Hyderabad
02.2022 - Current
- Led cross-functional initiatives, improving technical support workflows and optimizing issue resolution strategies.
- Spearheaded high-impact automation projects, enhancing operational efficiency and reducing resolution times.
- Provided strategic guidance during complex client implementations and escalations, ensuring alignment with business goals.
- Mentored Futureforce engineers, enhancing their technical competencies and aligning their contributions with team objectives.
- Acted as a key liaison with the BT team, understanding product developments and adapting processes to meet evolving business needs.
- Led and coordinated Scrum calls and closure review sessions, fostering a culture of transparency and continuous improvement.
- Conducted comprehensive daily case reviews and trend analysis to preemptively address recurring issues.
- Delivered training and knowledge-sharing sessions to build team expertise and promote best practices.
Salesforce Administrator
Cognizant
Pune
02.2021 - 02.2022
- Managed Salesforce Sales and Service Cloud configurations to meet client-specific requirements.
- Developed and implemented automated workflows to streamline operations and increase team productivity.
- Led data migration projects using Data Loader and Data Import Wizard, ensuring data integrity.
- Created and customized objects, page layouts, validation rules, and field dependencies for optimized user experience.
- Provided mentorship to junior team members, supporting their growth and adaptation to new processes.
- Designed and maintained reports and dashboards, delivering actionable insights to stakeholders.
Senior Customer Service Executive
Concentrix
Pune
05.2019 - 02.2021
- Managed a team handling high-priority ticket resolutions, ensuring SLA adherence and client satisfaction.
- Documented and managed incidents using ServiceNow, effectively handling network outages and implementing resolution protocols.
- Provided expert guidance on network issue diagnosis, ensuring reliable connectivity for customers.
- Collaborated with Level 1 agents, delivering floor support and constructive feedback to improve service quality.
- Participated as a senior member of pilot batches, training and onboarding new team members.
Education
Bachelor of Computer Science -
Savitribai Phule Pune University
Pune04.2019
Higher Secondary -
Dr. Ambedkar College
Nagpur01.2016
Skills
- Strategic Leadership
- Project Management
- Technical Problem Solving
- Sales, Service & Experience Cloud
- EDI and CRM Analytics
- Automation and Process Optimization
- Cross-functional Collaboration
- Mentorship and Training
Certification
- Salesforce Administrator
- Salesforce Advanced Administrator
- Salesforce Service Cloud Consultant
- Salesforce Platform App Builder
- Salesforce Platform Developer 1
Disclaimer
I hereby declare that the information provided above is true to the best of my knowledge and I bear the responsibility for the accuracy of the details mentioned.
Personal Information
- Date of Birth: 07/16/98
- Nationality: Indian
Timeline
Senior Technical Support Engineer
Salesforce
02.2022 - Current
Salesforce Administrator
Cognizant
02.2021 - 02.2022
Senior Customer Service Executive
Concentrix
05.2019 - 02.2021
Bachelor of Computer Science -
Savitribai Phule Pune University
Higher Secondary -
Dr. Ambedkar College
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