Ankit Kumar

- Responsible for the requirement gathering, planning & coordinating with different departments to develop & modify the required features in Salesforce - Developed prototype demonstrations, manage & complete system configurations - Implement 3rd party CTI tool, coordinate with Developer & maintain integration with SAP - Implementation custom report types, reports & dashboards for the sales team & the service team - Managing security configuration at org level, profile level, role level & record level

I helped KindCause with developing and testing their Volunteer for Salesforce (V4S) app for 'KindX' platform. I would also like to explore other options in Salesforce ecosystem to further help other Businesses solve their problems using the power of Salesforce.

This is where I wrote either about solutions to errors that I come across in Trailhead or good-to-know information about Salesforce

• A key Salesforce superuser from Business’ side involved in configuring most of the basic requirements to help our Salesforce implementation team align Service Cloud Org as per our business goals • Ensured solution quality meets exact business requirement by testing solution in UAT environment first • Creating workflows, processes, reports, and dashboards and customization • Conveying new requirements to the consultant for their BRD • Creating new Users, assigning Profiles and Permission Sets

• CSAT - achieved an average of above 95% CSAT rating over the course of 2 years • FCR - resolved 96% of incoming customer requests and problems, referring only the most complex to my Manager. Soft up selling - persuaded 84% of canceling customers to continue by either offering swap or upgrade. Received employee of the year award for 2015-16. • Took care of health & welfare accounts of employees of Honeywell & acquired companies. Included better group health plans available within the partnered providers.

• CSAT - 93 % annual average • Process streamlining – created customer service scripts used across the company’s contact center to interact with the customer on FAQ’s • Reduced AHT by 90 seconds with implementing scripts on Siebel knowledge