Experience

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  Visakhapatnam steel plant

  May 2013 - Jun 2013

  Intern

  • Analyzed various parameters involved in the process of steel manufacturing• Acquired field data remotely using sensory networks placed across various units of the plant• Developed PLC (Programmable Logic Controller) ladder logic to monitor various parameters• Used SCADA (Supervisory Control and Data Acquisition) interface to regulate parameters, thus reducing human intervention

• 

  Capgemini

  Oct 2014 - Dec 2015

  Software engineer

  • Production Support Agent for the client supporting the web application used by the Insurance Agent login and quote generation for customers. • Worked extensively in fixing incidents and service requests reported by clients in HP Service Manager to streamline the business process and gained sound knowledge on Insurance Domain.

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  University of south carolina

  Jan 2016 - May 2017

  • Taught concepts of General Application Programming (CSCE 102) with HTML, CSS, JavaScript to undergraduate students and monitored their academic project works • Scholar Commons Institutional Research Repository DB activity monitoring and maintenance.• Generating reports for DB activity and analyzing various ways through which performance can be improved.• Soliciting and depositing scholarship from the faculty staff and students of the University of South Carolina into Scholar Commons repository.

  • Graduate Teaching Assistant

    Aug 2016 - May 2017

  • Data Manager

    Jan 2016 - May 2017
• 

  Pwc

  Jun 2017 - May 2021

  Senior associate

  Salesforce Lead managing an L2 Support team handling Salesforce requests/issues for 1300+ Salesforce users.Provide support for existing orgs in Salesforce including trouble-shooting, fixing issues in reports and dashboards.Implemented lead score functionality to identify most valuable leads and increased total leads by 250%.Developed a Customer Support Portal for the client replacing an email support system in 45 days thereby increasing customer satisfaction feedback to 120%.Developed entitlements and milestones for different support tiers based on the Service agreementsbetween the client and their customers.Part of support group assisting more than 50,000 users who use the Salesforce application for their day to day activities.Experience of working in Agile SDLC Environment, feedback received through daily scrum. Designed and deployed Custom objects, Relationships among the Objects, Roll-up Summary fields, Formulas, Validation rules on the objects, Page layouts, Custom tabs, Components, Permission Sets, Workflows to automate related tasks like time triggered tasks, email alerts and filed updates, Approval Processes, Process Builder to suit to the needs of the application. Automated the Records Assignment using Lead, Case Assignment rules.Created users, roles, profiles, public groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users. Lead Data Migration Activities to handle bulk loads using APEX Data Loader, Import/Export Wizard, Workbench. Created Reports & Dashboards and defined lookup and master-detail relationships on different objects. Show less

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  Salesforce

  May 2021 - now

  • Principal Customer Success Manager

    Aug 2024 - now

  • Senior Customer Success Manager

    Feb 2024 - Jul 2024

  • Senior Technical Account Manager

    May 2021 - Feb 2024