Avijeet Pattnayak
Salesforce Analyst
East Walpole,Telangana
Summary
Aspiring to work in a challenging environment demanding all my skills and efforts to explore and adapt myself in different fields, and contribute to the development of organization with impressive performance in the field of Technology. To learn and effectively perform every task and excel in every challenging circumstance. To make the most of my talents and increase the throughput of me and those who surround me. To earn a job which provides job satisfaction and self development and helps me achieve personal as well as organizational goals.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Business Analyst
Accenture Solutions Pvt.Ltd
Hyderabad, Telangana
10.2017 - Current
- For the past 5 years from the client location
- Current work on Salesforce bugs for detecting issues both hardware and software.
- Prior to that was managing a team of 17 agents, and before that, I was a Product Support Expert, Hardware June ‘19 - July ‘20 - Sole Product POC for Google store management.
- Assist in the maintenance and monitoring of keyword bids, account daily & monthly budget caps, impression share, quality score and other important account metrics
- Manage and maintain updates for large keyword lists
- Collaborating across all regions on potential TUIs for new devices, ensuring appropriate training is set in place (for HYD and GGN), implementing real-time escalation process for capturing emerging issues (including ones on social media), managing Google Store and repair bugs globally
- Assist third-party developers to troubleshoot their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.comdeveloper products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community
- Review support cases for technical and troubleshooting accuracy.
- Define and describe technical best practices.
- Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive. Complete assigned project responsibilities.
- Meet the monthly goals on KPIs such as CSAT, Productivity.You will be responsible for responding to customer requests that have been escalated from Tier 2 support analysts. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A successful agent operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. You will also be asked to answer technical questions, solve technical problems and suggest appropriate workarounds related to supported applications.
- Working on Excel sheets and Google docs/sheets to provide a report on a daily basis to the client and explaining on how to increase the goodness on a weekly basis
- Assigned with Google store/ Hardware Support for 1-1 Care
- Responsibilities also included working on Executive Escalations that come from clients and preparing RCAs
- Constantly interact with Googlers and participate in weekly Sync with Global SMEs for product and process updates.
- Create taxonomy sheets for customer dissatisfaction and work on mitigation plans to present in the WBR and MBR
- Diagnose, resolve, and respond to all customer issues and inquiries in accordance with company procedures and best practices.
- Document all external and internal communications and status information into our Salesforce case management system.
Education
B.Tech -
Vignan Institute of Technology And Management:
Hyderabad 06.2012 - 05.2016
Intermediate -
Khallikote Junior College:
Orissa 05.2010 - 06.2012
High School -
DAV Public School
Odhisa 03.2009 - 04.2010
Skills
Sales force Tech support
Certification
Pursuing Salesforce Devops course
Accomplishments
- Being facilitated with the encore award for the consecutive years 2020,2021, 2022 at Accenture.
- Inculcated with the concerned team to cut down the AHT that increased the productivity.
- Introduced new workflows for the Team.
- Played Cricket at university Level.
Hobbies
- Playing cricket, Table Tennis, swimming and Chess.
- Listening to music.
- Exploring New places.
Timeline
Business Analyst
Accenture Solutions Pvt.Ltd
10.2017 - Current
B.Tech -
Vignan Institute of Technology And Management:
06.2012 - 05.2016
Intermediate -
Khallikote Junior College:
05.2010 - 06.2012
High School -
DAV Public School
03.2009 - 04.2010