Experience

Lone Wolf Technologies

• Canada
• Software Development
• 400 - 500 Employee

• Propertybase Salesforce Support

  • Jan 2023 - Present

  • Supporting customers via email in a timely manner following standard SLAs • Log details of all support sessions and customer challenges in our ticketing system. • Rely on your interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges. • Efficiently answer customer questions while displaying excellent email etiquette. • Recognize opportunities for improving product and customer experience based on the feedback you receive. • Well versed in Salesforce navigation and generating reports for the client Show less



Google Operations Center

• Technology, Information and Internet
• 700 & Above Employee

• Tech Process Senior Associate(Tech Admin/CRM Support Engineer)

  • Aug 2021 - Jan 2023

  • Maintain the overall support ecosystem through technical expertise and consultation in the configuration and administration of : • Effectively triage and resolve issues escalated by support agents through CRM platform UI and internal stakeholders. • Master the CRM admin platform and confidently make technical changes with minimal support. • Provide trusted advice to critical stakeholders across orgs about the correct implementation for them to satisfy their service requirements • Own end-to-end projects of CRM tool updates for service teams in terms of stakeholder management, issue scoping, solution design, technical implementation, comprehensive scenario testing and ongoing maintenance. • Engage with critical stakeholders across multiple orgs like Eng, sales & service teams, product expert teams, to ensure smooth deployment of critical project tasks, new launches, and to resolve global issues faced by service teams. • Understand service teams setup and proactively offer practical technical resolutions with a positive attitude. Offer additional tips, best practices and workarounds, related to their setup, whenever possible. • Recognize trends and efficiency improvement opportunities, and propose new processes as needed to address them. • Perform ad-hoc analyses as required and maintain documentation and checklists. • Execute business as usual (BAU) functions (e.g. issue triage ,troubleshooting and CRM infrastructure maintenance) • Complete end to end testing in a controlled test environment to identify root cause and verify prior to publishing changes in the production environment. Provide detailed process documentation for tests and changes for stakeholders. • Maintain state-of- the-art subject matter expertise (SME) on existing and planned technologies, including related products and services. Show less



Cognizant

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Process Executive(Salesforce Product Support)

  • Feb 2019 - Aug 2021



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Specialist, Mentor on Duty

  • Aug 2014 - Dec 2018