Jorge Teran

Manage Case creation and Customer Service

• Work with FSL events for appointment creation
• Configure Service territories and Service Resources to assign users for a Customer request
• Create SMS as reminders for customers and users
• Change SMS Templates
• Edit Site pages to add or change the logic according to every request
• Enhance Case creation and support process assignation
• Create new fields and assign user permissions
• Manage the code changes in Git
• Debug PROD issues
• LENNAR
• Project: Lead Management
• Project Description: Automate the Lead creation from Lennar pages, manage integrations from Lennar pages and sources, and enhance all the existing processes
• Responsibilities:
• Manage my code changes in Git
• Update all my statuses in Jira board
• Migrate the existing Process Builders into a new Master Flow
• Migrate the existing Flow into a Master Flow
• Create new Flows and integrate them into the Master Flows
• Create Email Alerts and edit or create Email Templates
• Adjust Apex controllers involved with integrations according to every request
• Adjust Apex Triggers according to every request
• Adjust Apex Batches according to every request
• Create new fields and configure the Profile permissions
• Create new Apex Batches for changing data according to some criteria or after some time
• Enhance Lead Triggers to unify controllers and lower the time to process every record
• Create validations rules using Custom Metadata to define the profiles that applies or avoid every validation
• Create a new way to manage the Lead categorization through Custom Queues
• Create/Edit the Aura component for Lead categorization
• Create SMS alerts and SMS templates to contact customers and remind the topics to each user
• Create flows that trigger the SMS after some criteria match or are in scheduled flows
• Debug issues in PROD
• Record videos to demo the changes for the QA team
• Fix or change the request accordingly in every environment and synchronize the Git versions
• Scotts Miracle-Gro
• Project: SFDC Marketing Integration
• Project Description: Build a custom way to call the Marketing Cloud WS to send data in JSON and
• XML format related to OMS and send specific emails depending on the key that is send it
• Create the custom properties to save the credentials and Apex classes to call the WS through Flows or Quick
• Actions
• Responsibilities:
• To participate in every meeting with the marketing integration team
• To test every endpoint the marketing integration team provided, give the analysis results or issues found
• Create the Apex classes to make the integration, send and receive data
• Build a new Custom Setting to set a configurable setting for changing endpoints, pre and post keys to define the environment (DEV, QA, PROD)
• Coordinate changes and report problems with the marketing integration team for non expected or missing results
• Deliver a document explaining what was the development and how to change the configuration.

Automate the Lead creation from Lennar pages, manage integrations from Lennar
pages and sources, and enhance all the existing processes, Handle the communication and automatic alerts for Leads, and Users.

• Migrate the existing Process Builders into a new Master Flow.
• Migrate the existing Flow into a Master Flow.
• Create new Flows and integrate them into the Master Flows.
• Create Email Alerts and edit or create Email Templates.
• Adjust Apex controllers involved with integrations according to every request.
• Adjust Apex Triggers according to every request.
• Adjust Apex Batches according to every request.
• Create new fields and configure the Profile permissions.
• Create new Apex Batches for changing data according to some criteria or after some time.
• Enhance Lead Triggers to unify controllers and lower the time to process every record.
• Create validations rules using Custom Metadata to define the profiles that applies or avoid every
  validation.
• Create a new way to manage the Lead categorization through Custom Queues.
• Create/Edit the Aura component for Lead categorization.
• Create SMS alerts and SMS templates to contact customers and remind the topics to each user.
• Create flows that trigger the SMS after some criteria match or are in scheduled flows.
• Debug issues in PROD.
• Record videos to demo the changes for the QA team.
• Fix or change the request accordingly in every environment and synchronize the Git versions.

Build a custom way to call the Marketing Cloud WS to send data in JSON and XML format related to OMS and send specific emails depending on the key that is send it. Create the custom properties to save the credentials and Apex classes to call the WS through Flows or Quick Actions.

● To participate in every meeting with the marketing integration team.
● To test every endpoint the marketing integration team provided, give the analysis results or issues found.
● Create the Apex classes to make the integration, send and receive data.
● Build a new Custom Setting to set a configurable setting for changing endpoints, pre and post keys to define the environment (DEV, QA, PROD).
● Coordinate changes and report problems with the marketing integration team for non expected or missing results.
● Deliver a document explaining what was the development and how to change the configuration.

In an existing Lightning Component that shows the products likely to stop buying, the lightning component shows options to replace the old product with multiple options. Users need to have the chance to look for other products that may not be on the list, so they need to add products manually and consider them automatically for Opportunity creation.

● Analyze and understand the logic process in the existing Lightning Component.
● Explain the involved process to solve every request.
● Update the Aura components.
● Demoing the solution and adjust any change request if any.
● Deliver a document explaining every change and the existing logic.

Integrate fraud checks and Advanced Payments in Salesforce Commerce Cloud by modifying standard cartridges and calling PayPal web services.

• Research the integration of Salesforce Commerce Cloud configuration to match with PayPal's business process.
• Edit PayPal’s cartridge and default cartridges to not override styles.
• Upload, activate and deactivate the cartridges on Salesforce Commerce Cloud.

In an existing Lightning Component that shows the products likely to stop buying, the lightning component shows options to replace the old product with multiple options. With all these products, the users need to have the chance to create a new opportunity by selecting the products on the screen and creating a task to remember the Opportunity created.

● Analyze and understand the logic process in the existing Lightning Component.
● Explain the involved process to solve every request.
● Update the Aura components.
● Demoing the solution and adjust any change request if any.
● Deliver a document explaining every change and the existing logic.

Configure and set up all the architecture to implement Patient Services for the new Drug. Duplicate existing functionality from other drugs to the new one which means creating a new Process Builder or Flow. Customizing Objects and creating new fields when needed. Console customization. Create new Apex Classes and work with new interfaces to improve the system behavior.

● Keep updated on my responsibilities in Jira and have fluent communication with the BA telling them every stage in my tasks and the moment the ticket was ready to test it or move it from Sandbox environments.
● Make a detailed Document for every ticket assigned to me,
● Make an impact analysis for every new ticket assigned to me,
● Create new fields, new Record Types, new Page layouts as needed.
● Modify Profiles to assign the right permissions and grant or restrict visibility over new fields.
● Work with Knowledge articles and assign the visibility based on the Role and categories.
● Create new Flows that could merge the existing Process Builders into just one execution.
● Modify and optimize old Process Builders.
● Modify sections in the Service Console adding new details or fixing the old ones.
● Create new methods in the existing Apex Classes and test all keep working as used to.
● Create new ApexClasses, Apex Trigger, Apex Queueable as needed.
● Create interfaces to work with external services.
● Implement and work with new logic and interfaces that helps the system to have a better performance.
● Help to define conflicts through FLOSUM.

Implement the basic structure of Vlocity and build a friendly environment to the final user, this basic structure includes the minimal functionality such as Vlocity Layouts and Vlocity Cards but also build the complex.

● Analyze and understand every logic process in the organization to represent graphically.
● Define the best way to implement each process using every Vlocity tool.
● Build the new Vlocity layouts needed for every business process.
● Create and adjust the Vlocity Omniscripts needed.
● Create new Vlocity actions according to each process.
● Evaluate which Vlocity tool is gonna have the best performance executing each job.
● Define with a team the best solution to implement.

Supervise and support the implementation of three more agencies over the same Salesforce Org based on Sales Cloud but also setting-up the Service part to attend the customers complains and internal cases. Give Salesforce support and fix the Call Center campaigns in order to get a correct behavior from Car retail, Car Service and survey calls. Also researching about integrate systems like Whatsapp and CTIs.

● Improve some WebServices callouts and create new methods to call every WS in different circumstances from Salesforce to SAP.
● Create VisualForce pages to render as PDF along with its custom link.
● Fix the Salesforce Process Builders and create the new ones that make more efficient every business process.
● Create a Salesforce Trailhead path for the IT team.
● Do some research to find partners to implement the network of Soft Phones in the Call Center over Salesforce Service Cloud.
● Supervise the work over some APEX Classes to have a guarantee that Salesforce Governance limits won’t gonna stop the process.
● Build APEX Test Cases

Because of the change in digit verification related to the year and new tax charges in Mexico, the logic to validate the correct amount and also the authenticity in the documents, I need to change the logic to generate the correct combination numbers and the digit of validation. Besides a configuration to make an easy change of logic for the customer and not affecting his logic already based on the Sales cloud.

● Interacted with business users to understand the requirement and implement with the best solution possible.
● Built custom user interfaces using Lightning components.
● Developed Apex Classes, Controller Classes, Standard Controllers, Custom Controllers, Controller Extensions, and Web Services API and Apex Triggers for various functional needs in the application.
● Migrated data from external sources and performed insert, delete, upset, and export operations on millions of records.
● Worked with SOQL & SOSL queries with Governor Limitations to store and download the data from the Salesforce.com platform database.
● Create and assign Record Types by profile and campaign.
● Created Visualforce Pages to provide UI to the custom objects.
● Developed and deployed workflows, Reports, Approval processes using the Salesforce.com platform.
● Developed reports, dashboards, and processes to continuously monitor data quality and integrity.
● Implemented change control from development sandboxes to production and across the development lifecycle.
● Hands-on experience in Sales Cloud and Service Cloud functionalities.
● Generated Apex Classes using WSDL and wrote a business logic layer for integration with external web services to the system for functional needs.
● Created Apex methods for the lighting controller and helper methods to perform DML operations on the case records.

Avon works through seasons called campaigns, so they need to change the manage made on Excel to Salesforce. This implies to create Custom Objects, Record Types, Relationships and forms to upload all kinds of information related to. Besides they needed the custom approval process for each case or record type.

Create Profiles Configuration, Hierarchy and Objects needed. Architecture, Logic and Apex Development in order to manage all RH processes. RH process includes sign up for the new employees, manage holidays, permissions, approval processes, insurance manage, and relatives cover.

Communicating Salesforce to SAP using SOAP WS to create Order, check availability by Product, shipments assembly and show products for the channel of sale. Create new custom objects and made the relation-ships to the existing architecture and design the best and efficient way to work with.

Implementation in Service Cloud of the customer service process to attend the existing customers. Defining Roles and Profiles structure that will be handle every case type accordingly. Generates the pages, custom and standards to fulfill every requirement and the customer needs.

IUSA seller needed to sell their products but they needed to consider the inventory and the price depending on each customer and his available but all these data was store in SAP Database, so they build SOAP WS to be called inside Salesforce and show/update all the info the seller needs to check before creating an Order. The architecture and relationship between Standard and Custom objects were designed by ours and trying to keep the functionality inside the standard features but also creating the new needs as per customer request.

Sales Cloud implementation on the existing Call Center processes. Build the objects and integration services to keep feeding the existing systems and have just the most important and portable data in Salesforce. Connects every process with the right department to handle the process executed.

Bringing data from Intelisis database to Salesforce, creating Customers, Opportunities, Payments and Invoices using third-party software.

Build the system to book, buy and change vacation packages for Aeromexico. Integrate with Sabre to handle flights availability and cancellations. Build a system to manage Hotel and Tours availability, books and the way to assemble packages.

Build a system that manage components like Hotels, Tours, Charters and Cars, and assemble to get bookings and a way to handle availability. Integrates Flight availability and Charters handlers.