Pavan Mishra

I’m a Salesforce Developer focused on building enterprise-grade CRM solutions that improve customer experiences and internal productivity. With 5 years of experience, I design, develop, and implement Salesforce capabilities across Sales Cloud, Service Cloud, and Lightning Experience.

At Accenture, I led the development of a Salesforce-based contact center and Customer 360 solution, giving agents a unified view and enabling digital self-service. This work reduced repeat customer calls by 10% and increased self-service adoption by 20%, while also strengthening delivery through well-structured development and collaboration.

I also architected Service Cloud Voice integration with Amazon Connect, bringing real-time call transcription and post-call AI-generated case summaries into the agent workflow. By implementing CTI screen-pop and targeted automation, I reduced average after-call work (ACW) time by 35%.

Previously at Persistent Systems Ltd, I delivered a digital loan origination journey on Salesforce Experience Cloud for a tier-1 banking client. I enabled seamless onboarding for retail and SME customers, reducing manual application processing time by 60% and improving loan approval turnaround from 5 days to under 24 hours—while real-time bidirectional integrations boosted data accuracy to 99.6% and eliminated manual re-entry.