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Chitra - Salesforce Technical Lead

[email protected]

Location: Lansing, Michigan, USA

Relocation: Open to relocate

Visa: H1B

Employer Details: Phone: 732-481-2818 Email : [email protected] PROFESSIONAL SUMMARY : Salesforce Technical Lead with 11+ years of experience across Salesforce Development, Administration, and Architecture, delivering scalable, high-performance CRM solutions aligned with business objectives. Proven ability to design complex integrations, optimize business processes, and lead cross-functional global teams. Salesforce Certified Technical Lead/Developer with deep expertise in Sales Cloud and Service Cloud, driving large-scale enterprise implementations and continuous platform enhancements. Strong hands-on expertise in Apex (classes, triggers, APIs), Lightning Web Components (LWC), Visualforce, OmniStudio, Flows, and Process Builder, building reusable, modern, and scalable applications. Extensive experience leveraging declarative automation including Validation Rules, Assignment Rules, Auto-Response Rules, workflows, and approvals to support complex business processes. Proven experience developing Apex classes, triggers, test classes, REST/SOAP APIs, and integrating Salesforce with third-party and external retail inventory systems. Designed and delivered Lightning Web Components (LWC) across multiple client environments, improving UI responsiveness and reducing manual workflows. Strong expertise in Salesforce DevOps and CI/CD, utilizing Copado, Flosum, Git, and Salesforce DX, resulting in 50% faster and more reliable deployments. Highly proficient in Salesforce Administration, including user management, security model design, role hierarchies, permission sets, validation rules, and approval processes. Extensive experience in data migration and data management, using Data Loader and Informatica Cloud to handle multi-million-record datasets with high data integrity. Hands-on experience working in Agile environments, collaborating with product owners and stakeholders to refine backlogs, prioritize user stories, and accelerate delivery. Designed and implemented user automation solutions, reducing manual effort by up to 80% and significantly improving operational efficiency. Architected dynamic UI automation for field visibility and ordering in end-user portals, reducing development effort by 50% and enabling business-driven UI configuration without code changes. Strong expertise in Sales Cloud data modeling, including custom objects, fields, page layouts, and scalable CRM data architectures for Accounts, Opportunities, Leads, Cases, and Products. Built custom Lightning Reports and Dashboards to deliver actionable, data-driven insights for executives and business users. Implemented Einstein Bots and AI-driven automations to enhance customer service efficiency and reduce response times. Experienced in managing complex multi-org Salesforce environments, supporting deployments across multiple sandboxes and global regions. Expert in building embedded Snap-Ins to enhance customer engagement and overall user experience. Strong background in Salesforce Classic development using Apex, Visualforce, and SOQL, with a focus on performance optimization and reusable trigger frameworks. Actively involved in code reviews, paired programming, and mentoring, ensuring high-quality standards and adherence to Agile best practices. Certifications: Salesforce Certified Platform Developer 1 Salesforce Certified Platform Developer 2 Salesforce Certified Administrator Salesforce Certified Sales Cloud Consultant Salesforce Certified Platform App Builder Salesforce Certified Tableau CRM and Einstein Discovery Consultant Salesforce Certified Agentforce Specialist TECHNICAL SKILLS: SF Development: Apex, Triggers, VF Pages, LWC & Aura Components, SOQL, Approval Processes, Flows SF Technologies: Custom Objects, Roles & Profiles, Workflows, Process Builders, Flows, Assignments, Approvals, Triggers, Record Types, Dashboards, Security, Validation Rules, Field Updates, Reports, Visualforce Pages, Apex Classes, Apex Triggers, Salesforce Lightning (LWC, Components, Apps, Events), OmniStudio, Service Cloud, Sales Cloud. Integrations: REST & SOAP APIs, WSDL (Informatica Cloud) Deployment: Copado, Flosum, Microsoft Azure DevOps, Change Sets, Workbench, Git, CI/CD Pipelines, VS Code Tools: Visual Studio Code, Apex Data Loader, GitHub, Data Import Wizard, Workbench, Force.com Eclipse IDE, Force.com Apex Explorer, Salesforce DX, SOQL, SOSL, Service Cloud Console, AppExchange, Salesforce APIs (REST, SOAP, Bulk, Metadata). Web Technologies: HTML5, CSS3, Javascript, JSON, SLDS (Lightning Design System) Special Expertise: Einstein Chatbots, Embedded Service Snap-ins Architecture & Security: Secure Coding, Application Resiliency, Error Handling, Data Integrity, Salesforce Security Model, Role Hierarchy, Profiles, Permission Sets Soft Skills: Client communication, Requirement Analysis, Cross-functional collaboration, Decision Making, Mentoring Methodologies : Agile, Scrum, Continuons Integration & Deployment (CI/CD) PROFESSIONAL EXPERIENCE: Role : Salesforce Tech Lead Nov 24-Present Client : UPS Supply Chain Solution Alpharetta, GA Roles and Responsibilities: Led end-to-end Service Cloud implementations with a strong focus on case management, automation, and scalable support processes for high-volume customer operations. Served as Salesforce Technical Lead, owning solution architecture, technical decision-making, and delivery governance from project inception through production rollout. Managed and mentored a 7-member global Salesforce team, driving delivery excellence, enforcing best practices, and ensuring on-time, high-quality releases across multiple workstreams. Collaborated closely with cross-functional teams including ERP, middleware, data, and business stakeholders to deliver Salesforce solutions heavily dependent on multiple integrated systems. Designed, developed, and supported 30+ REST API integrations to securely fetch and synchronize data across enterprise systems, ensuring reliable and high-performance data exchange. Developed and optimized Apex classes and triggers to support complex business requirements while adhering to Salesforce best practices and governor limits. Architected and mentored 20+ Lightning Web Components (LWC) to improve user engagement, performance, and overall Service Cloud user experience. Contributed to solution inception and architectural design and remained involved across all SDLC phases including requirements, design, development, testing, UAT, and production deployment. Led initial integration setup by coordinating with multiple internal teams to enable secure API connectivity and data ingestion from external systems. Worked extensively on Salesforce Case Management, implementing custom workflows / flows, automation, and configurations to streamline issue resolution and improve agent productivity. Implemented Agentforce AI within Service Cloud to improve case triage by automatically identifying case intent, priority, and recommended actions based on UPS shipment, customer, and operational data. Designed and integrated Agentforce architecture with existing Apex services, REST APIs, LWC components, and OmniStudio flows to surface real-time AI predictions directly in the Agent Console. Enabled AI-driven classification and routing, reducing manual triage by leveraging Agentforce models trained on historical logistics and support datasets. Led the setup of a brand-new Flosum CI/CD org, defining deployment pipelines, version control strategy, and release management standards to support scalable Salesforce delivery. Used advanced debugging and troubleshooting techniques to quickly identify and resolve complex Salesforce issues, ensuring platform stability and minimal production impact. Acted as Release Manager for monthly Salesforce releases, coordinating build, testing, UAT, and production deployments to ensure smooth and predictable go-lives. Utilized Salesforce Data Loader extensively for data migration, mass updates, and cleanup activities while maintaining data integrity and security. Developed and optimized Batch Apex to process large data volumes efficiently while adhering to Salesforce governor limits and performance best practices. Implemented and configured Email-to-Case to automatically convert customer emails into Salesforce cases, improving case intake efficiency and response times. Set up Single Email Messaging to enable seamless outbound communication from Salesforce, ensuring consistent, trackable, and auditable customer interactions within Case Management. Leveraged SOQL on a daily basis to retrieve, analyze, and optimize data access for business logic, integrations, and reporting needs. Built and maintained custom reports and dashboards aligned with business requirements to provide actionable insights and support data-driven decision-making. Architected dynamic UI automation for field visibility and ordering in end-user portals, reducing development effort by 50% and enabling business-driven UI configuration without code changes. Key Tools & Skills: Salesforce (Sales, Service, Experience Cloud), Apex, LWC, Flows, REST APIs, Integrations, Flosum CI/CD, SFDX, SOQL, Data Loader, Batch Apex, Security & Access, Case Management, Integration Architecture, Java, JavaScript, TypeScript, React, Python, Docker, MySQL, Cloud Computing, Jira, VS Code, Agile/Scrum. Role : Salesforce Tech Lead Aug 18 Oct 24 Client : Netgear Inc Chennai, India Roles and Responsibilities: Led end-to-end implementation of Salesforce Service Cloud, delivering a complete case management solution including case lifecycle design, automation, integrations, and user experience enhancements. Designed and configured Case Management workflows, including case creation, assignment rules, escalation rules, auto-response rules, and entitlement processes to meet SLA and business requirements. Designed, developed, and maintained 30+ custom REST APIs in Salesforce to securely expose enterprise data to external front-end applications, ensuring high performance, scalability, and adherence to REST best practices. Built complex, reusable, and responsive user interfaces using 5+ Lightning Web Components (LWC) and 5+ Aura Framework, following Salesforce Lightning Design System (SLDS) and optimizing for performance and maintainability. Implemented end-to-end User Creation Automation by designing custom LWC screens, Apex controllers, triggers, and validation logic, significantly reducing manual user provisioning and improving onboarding accuracy. Designed and implemented enterprise integrations using Informatica middleware, enabling reliable, secure, and asynchronous data exchange between Salesforce and external systems. Independently designed, developed, tested, and deployed Einstein Chatbot, automating customer interactions, improving first-contact resolution, and receiving formal recognition and laurels for successful delivery. Implemented and customized Embedded Service Snap-ins to enhance real-time customer support, integrating chat functionality seamlessly into customer-facing websites and portals. Led development of a Return Merchandise Authorization (RMA) module by revamping legacy Aura components, optimizing backend logic, improving UI responsiveness, and ensuring smooth authorization workflows. Built scalable API-driven architecture with Salesforce as the system of record, designing REST services that exposed business-critical data to multiple downstream front-end and enterprise applications. Architected and implemented a centralized multilingual translation framework using Custom Settings and custom REST APIs, enabling dynamic translations across multiple portal components and reducing duplication of effort. Owned and executed sandbox refresh activities, including post-refresh validation, data masking for sensitive information, endpoint reconfiguration, and coordination with QA and business teams. Created, configured, and managed multiple Salesforce sandbox environments (Developer, QA, UAT, Partial Copy, Full Copy) to support parallel development, testing, and release cycles. Designed and developed Visualforce pages for customer-facing portals, integrating Apex controllers and business logic to support legacy and hybrid Salesforce implementations. Designed, built, and optimized Salesforce Flows (Screen Flows, Record-Triggered Flows, and Scheduled Flows) to automate complex business processes, reduce manual effort, and improve data consistency across objects. Implemented and configured Email-to-Case functionality, enabling automated case creation, email threading, routing rules, and SLA tracking to improve customer support efficiency. Developed Batch Apex jobs to process large data volumes, perform data cleanup, and support scheduled operations while ensuring governor limits compliance and error handling. Implemented Queueable Apex classes to handle asynchronous processing, chain jobs, and manage complex, long-running business logic more efficiently than synchronous execution. Designed and maintained Apex Triggers using best practices such as bulkification, trigger frameworks, and recursion control, ensuring scalable and maintainable backend logic. Refactored legacy trigger logic into Apex classes and Flows, improving system performance, readability, and long-term maintainability. Implemented omnichannel case intake using Email-to-Case, Web-to-Case, Embedded Service Snap-ins, and Einstein Chatbot, improving case capture and response times. Built and optimized Service Cloud consoles, page layouts, record types, and Lightning apps to improve agent productivity and streamline support operations. Implemented case reporting and dashboards to track KPIs such as resolution time, SLA compliance, backlog, and agent performance. Supported multi-language and global support teams by implementing dynamic translation solutions for Service Cloud portals and case-related components. Performed end-to-end testing, deployment, and post-go-live support for Service Cloud releases, ensuring stability and business continuity. Served as Release Manager for 3+ years, owning the complete Salesforce release lifecycle using package.xml and Copado, including planning, deployment, validation, rollback, and post-release support. Solely set up and configured Copado for the project from scratch through independent research and hands-on learning, establishing CI/CD pipelines, branching strategies, and deployment standards without external support. Developed dynamic and performant Lightning Web Components (LWC) using HTML5 and modern JavaScript, ensuring responsive UI design and adherence to Salesforce Lightning best practices. Led and executed data migration and data load activities using Data Loader, Workbench, and Dataloader.io, supporting initial system migrations, environment refreshes, and production data fixes. Used Salesforce Object Query Language (SOQL) extensively on a daily basis to retrieve, analyze, debug, and validate data across standard and custom objects. Implemented Salesforce Object Search Language (SOSL) to enable efficient multi-object searches and support complex business use cases. Performed Salesforce DML operations (insert, update, upsert, delete, undelete) within Apex while ensuring bulk processing, proper error handling, and strict compliance with governor limits. Established release governance and best practices, including deployment checklists, code reviews, environment readiness checks, and coordination with QA and business stakeholders. Role : Salesforce Senior Aug 17-Aug 18 Client: Siam City Cements - Ho Chi Minh, Vietnam Roles and Responsibilities : Worked as a Senior Salesforce Developer to set up a new Salesforce project from scratch, owning environment setup, architecture decisions, and foundational configuration. Created and managed Salesforce sandbox environments (Developer, QA, UAT, Partial Copy) to support development, testing, and release activities. Led a Service Cloud implementation, working onsite with business stakeholders to gather requirements, understand end-to-end business processes, and translate them into scalable technical solutions. Partnered closely with business users to analyze and document functional requirements, ensuring alignment between technical design and business objectives. Designed the Salesforce data model from the ground up, creating custom objects, fields, relationships, validation rules, and security settings based on business needs. Executed legacy system data migration using Data Loader, Workbench, and related tools, ensuring data accuracy, integrity, and completeness. Used SOQL extensively to validate migrated data, reconcile records, and troubleshoot data inconsistencies during and after migration. Developed Apex triggers to implement complex business logic, ensuring bulkification, governor limit compliance, and maintainable trigger design. Implemented Batch Apex classes to process large data volumes and support business-specific asynchronous operations. Built SOAP-based integrations using both Custom WSDL and Enterprise WSDL, enabling secure data exchange between Salesforce and external systems. Developed Visualforce pages to provide custom data presentation and enhanced user experience for business users. Designed and implemented a custom email composition and sending module using Visualforce pages, allowing users to select email templates dynamically and send communications to targeted contacts. Role: .NET Developer Sep 14-Aug 17 Client : Bank of America Roles and Responsibilities : Worked on a .NET based enterprise application, contributing to the design, development, and maintenance of business-critical features. Developed and enhanced application components using C#, ASP.NET, and MVC, following coding standards and best practices. Collaborated with cross-functional teams including QA and business stakeholders to understand requirements and deliver reliable solutions. Performed debugging, performance tuning, and issue resolution to improve application stability and user experience. Supported database operations and data access layers, writing and optimizing queries and ensuring data integrity EDUCATION: College of Engineering Guindy Chennai India, Chennai, India Master in Electronic Media, Chennai, Jun 2009 May 2014 Graduated with Master s in Elec Keywords: csharp continuous integration continuous deployment quality analyst artificial intelligence user interface golang Georgia