Summary
Overview
Work History
Education
Skills
Certification
Internship
Timeline
Generic

Jyothi Gandhamaneni

Holly Springs

Summary

Salesforce certified expert with over 10 years of experience in administration, development, and integration. Specialized in implementing Sales Cloud, Service Cloud, and Experience Cloud, with proficiency in Apex, Lightning Components, and Salesforce Flows. Extensive integration experience with tools like Twilio, Jira, and Zoom, enhancing operational efficiency. Certified Salesforce Administrator and Platform Developer, skilled in CI/CD pipelines and Agile methodologies, driving business transformation and optimizing user experience. Tech-savvy Salesforce Administrator experienced in managing profiles, workflows and groups with ease. Organized employee maintains cloud, reports and dashboards for company and clients. Utilizes strong analytical skills to research market trends, leads and contacts. Drafts error, bug, and malfunction reports and performs maintenance and troubleshooting tasks.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Salesforce Administrator

CarMax
08.2023 - Current
  • Led the configuration and management of Sales Cloud and Service Cloud instances for CarMax.
  • Implemented AgentForce, improving agent productivity and support capabilities.
  • Developed complex Salesforce Flows to automate business processes and customize applications using a low-code approach.
  • Integrated Twilio and Avaya for seamless text message services, enhancing customer communication.
  • Customized Salesforce objects, fields, page layouts, and record types to match business requirements.
  • Worked on third-party integrations with tools like Jira, Coveo, and Zoom Contact Center.
  • Created custom reports and dashboards to track performance metrics across sales and service teams.
  • Collaborated with cross-functional teams to streamline Salesforce processes and improve system efficiency.
  • Managed quarterly sandbox refreshes and tri-annual releases, ensuring the environment was up-to-date and testing was completed before production deployment.
  • Conducted user training on new features and UI updates to ensure a smooth transition and adoption of system enhancements.
  • Implemented Whatfix for Salesforce to highlight UI changes to end agents, improving training efficiency and reducing user errors.

Senior Salesforce Administrator

Cloudflare
01.2022 - 08.2023
  • Managed the implementation and administration of Service Cloud from scratch, optimizing customer service processes.
  • Integrated Salesforce with multiple third-party systems, including Coveo, PagerDuty, MaestroQA, and Zoom Contact Center.
  • Acted as the POC for the Salesforce team, collaborating across departments to align business requirements with Salesforce solutions.
  • Worked on Case Management and Omnichannel Routing for enhancing customer service operations.
  • Spearheaded the CI/CD pipeline automation using Azure DevOps for seamless deployment and integration.
  • Enhanced business workflows through custom Apex code, Visualforce, and Lightning Components.
  • Ensured seamless integration with external tools to optimize the workflow across departments.

Salesforce Developer

ALSAC
Memphis
01.2020 - 01.2022
  • Developed custom Apex classes, triggers, and Visualforce pages for ALSAC’s call center application.
  • Led the integration of Salesforce with SharePoint using REST and SOAP APIs.
  • Implemented Case Management processes with custom workflows, assignment rules, and escalation processes.
  • Worked on Batch Apex and Queueable Apex for handling large data volumes.
  • Developed custom reports and dashboards using Tableau CRM for tracking key performance metrics.
  • Integrated SSO and CTI systems (e.g., Nice InContact) to streamline the agent experience.

Salesforce Developer

Qsource
Memphis
04.2018 - 12.2019
  • Created and configured Salesforce environments using Sales Cloud and Service Cloud features.
  • Developed custom Apex classes, Visualforce pages, and Lightning components to enhance functionality.
  • Implemented Batch Apex for handling asynchronous processes.
  • Led the migration of data from Salesforce Classic to Lightning and ensured data integrity.
  • Built test frameworks for continuous testing and development of Salesforce customizations.

Salesforce/Bigmachines Administrator

Lufkin Industries (Tech Mahindra)
01.2013 - 12.2015
  • Performed Salesforce customization and administration for Sales and Service Clouds.
  • Designed and implemented custom objects, record types, page layouts, and workflow rules.
  • Developed Visualforce pages and custom controllers to meet specific business needs.
  • Worked on Process Builder and Flow for automating business processes and data entry.
  • Integrated Salesforce with external systems for seamless data synchronization.
  • Worked on enabling SSO (Single Sign-On) for a streamlined user experience across platforms.

Education

Master’s - Computer Information Science

State University of New York
04.2017

Skills

  • Salesforce administration and management
  • Sales Cloud and Service Cloud expertise
  • Integration with REST and SOAP APIs
  • Automation tools: Process Builder and Flows
  • Development in Apex and Lightning components
  • Custom reports and dashboards creation
  • Case management and omnichannel routing
  • AI analytics: Einstein Analytics and chatbots
  • CI/CD management with Azure DevOps
  • Version control using Git and GitHub
  • Deployment tools: Change Sets and Salesforce CLI
  • Third-party integrations with Twilio and Jira
  • Authentication protocols: SSO and OAuth
  • Project management with Jira and Confluence
  • Agile methodologies: Scrum and Kanban
  • Collaboration tools: Slack and Microsoft Teams
  • Programming languages: Apex, Java, JavaScript

Certification

  • Salesforce Certified Administrator (201)
  • Salesforce Certified Platform Developer (401)

Internship

Worked as an Intern at Nationwide Insurance as Software Engineer/Requirements Analyst from April 2017 – Dec 2017

Timeline

Senior Salesforce Administrator

CarMax
08.2023 - Current

Senior Salesforce Administrator

Cloudflare
01.2022 - 08.2023

Salesforce Developer

ALSAC
01.2020 - 01.2022

Salesforce Developer

Qsource
04.2018 - 12.2019

Salesforce/Bigmachines Administrator

Lufkin Industries (Tech Mahindra)
01.2013 - 12.2015

Master’s - Computer Information Science

State University of New York

Similar Profiles

CREATE PROFILE
Jyothi Gandhamaneni