CRM Specialist

Worked on a project with one of the biggest car manufacturers based in Europe (Stellantis) ranked as the third-largest automaker globally having 14 companies as sub-brands.

The salesforce org I worked on had more than 40K users. Daily tasks included the following:

• Worked on fixing and troubleshooting issues appearing in production org.
• Involved in developing custom implementations using Apex and custom triggers.
• Worked on Experience Cloud to optimize the layout of the customer portal for end users to help them check their contracts and warranties with simple UI to help them get what they need and reach support easily when required.
• Worked on Service Cloud features to optimize the layout and usage for service agents to help them close cases faster and navigate customers' information easier.
• Worked on tickets and problems coming directly from project stakeholders to enhance the features already implemented and to add more functionality to make it easier for agents to do their work serving their end customers.
• Enhanced code implemented in JavaScript.
• Configured chat and Omni-Channel for best use by Digital Desk service agents.
• Created flows to help solve and automate tasks.
• Created and maintained validation rules, formula fields.
• Used Copado to push changes through the pipeline and to production.
• Communicated with business analysts to help prioritize user stories and address client needs more quickly.
• Managed fields, page layouts, record types, searching, list views, queues. Introduced new features with demo to clients' stakeholders.
• Modified aura pages for enhanced user experience.

Awarded for outstanding performance in Stellantis project.

Worked on IQVIA Orchestrated Customer Engagement (OCE) product. Worked on more than 17 orgs across 11 countries in the MENA region having more than 2800 users in total. Some of clients' orgs I worked on daily: Johnson & Johnson.

• Daily tasks across 17 orgs included the following:
• Created org-tailored Flows to update the database based on created calls(visits) for target achievement calculations, working days analysis used in reports, and dashboards.
• Created org-tailored Reports and dashboards.
• Managed users creation, profiles, licenses, permission sets, roles, territories. Managed Role Hierarchies, and Territory Hierarchies.
• Maintained security for user accounts, sharing rules, content folder rights, groups.
• Enabled OneKey database along with needed development, data mapping, data-connector configuration, and other configurations for UAE-based client.
• Performed monitoring for synchronization transaction failures between offline environment on iPads and database.
• Worked on tickets and problems facing org admins, managers, and medical representatives for optimized offline experience on iPads and for online use.
• Applied solutions provided by global product team raising from product issues based on problem scenario solution in each org.
• Participated in client meetings for requirements gathering. Introduced new features with demo to clients' org admins.
• Managed package installations across orgs.
• Created change sets for configuration migration from UAT to production orgs.
• Managed adding and removing accounts based on client monthly goals, and pushed changes to iPads of medical representatives.
• Managed product hierarchy, product assignment to territories of medical representatives.
• Created detailed documentation of all configurations I made in orgs.
• Created monthly Activity Plan Goals for users according to monthly account ratings and territory importance, along with pushing changes to iPads of medical representatives.