Open to opportunities

poornima yeleswarapu

@poornimayeleswarapu

Message

I build and administer scalable Salesforce platforms that automate global business operations.

India

Message

At Deliveroo, I administered a global Salesforce org for 3,500+ users, built 25+ reports and 50+ dashboards, and resolved 800+ support cases with an average case age of two days. I improved case intake with Flows and developed an AI-powered BANT lead qualification and scoring solution using Flows, Apex, and AI-assisted scoring.

I've supported Salesforce Sales and Service Cloud customers at Salesforce and delivered Service Cloud migration work for Home Depot through TCS. My background also includes enterprise integrations, release management, data governance, ISO/CMMI quality management, Informatica ETL, and mentoring junior Salesforce administrators.

Experience

Work history, roles, and key accomplishments

Salesforce Administrator

Deliveroo

Apr 2024 - Feb 2026 (1 year 10 months)

Administered Salesforce org for 3,500+ users, built reports and dashboards, and automated processes using Flows. Resolved 800+ support cases with an average case age of 2 days and an escalation rate of 0.01.

Salesforce Flow Apex LWC Reports Dashboarding Data Management Integration NetSuite Docusign Yesware Medallia Git Release Management User Training Mentorship

Technical Support Engineer

Salesforce

Nov 2022 - Dec 2023 (1 year 1 month)

Provided expert technical support for Salesforce Sales Cloud and Service Cloud customers, diagnosing and resolving complex issues. Created knowledge base articles and consistently met KPIs for customer satisfaction.

Salesforce Sales Cloud Service Cloud Troubleshooting Customer Support Knowledge Base

Salesforce Administrator & Developer

Tata Consultancy Services

Sep 2021 - Jan 2022 (4 months)

Delivered Salesforce implementation for Home Depot, migrating from Siebel to Service Cloud. Resolved 500+ application issues and created custom objects, reports, and dashboards.

Salesforce Service Cloud Data Migration Siebel Reports Dashboarding Custom Objects Stakeholder Management

Quality Manager

Tata Consultancy Services

Dec 2015 - Aug 2021 (5 years 8 months)

Managed integrated quality assurance across IT projects, ensuring ISO and CMMI compliance. Recognized as Best Quality Manager for January and March 2021.

Quality Management ISO 9001 ISO 27000 CMMI Audit Root Cause Analysis Process Improvement