At Lowe's Services India Pvt. Ltd., I led Salesforce Service Cloud delivery for customer-service applications, coordinating developers from solution design through production support. I reduced duplicate case creation and related manual closure effort by approximately 40% by addressing Salesforce email-threading behavior.
I automated case intake with Email-to-Case and led the production rollout of a custom Salesforce Live Chat solution. I also designed a Microsoft-integrated approach that preserved customer attachments larger than Salesforce's 25 MB email limit.
For partner collaboration, I led implementation of a Salesforce Partner Community that reduced onboarding time by approximately 20%. I also designed enterprise integrations using REST/API services, MuleSoft, APIGEE/KONG and Sprinklr.
At Birlasoft, I delivered Service Cloud implementations and introduced Copado-based CI/CD and release-management automation. My work also includes CRM modernization and migration, Tableau CRM dashboards, and Salesforce architecture; I hold Salesforce Application Architect and Data Architect certifications.
