At OPENOVA SOLUTIONS, I configure Service Cloud case management and customer self-service for PEM Engineering. I built Lightning Web Components for case submission and tracking, and automated SLA tracking with Flows and escalation rules.
I also configured Salesforce Agentforce agents for customer service, defining their topics, instructions, and actions. I connected those capabilities with Service Cloud processes and Salesforce CRM and Knowledge resources to support case-related interactions.
At Randstad, I worked on Salesforce projects including a dealer and distributor management platform, DoorDash customer and marketing workflows, and an Arrow ECS Salesforce consolidation. My work included Apex, integrations, data migration, automation, and Salesforce deployments.
