Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Languages
Timeline
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KARLA SANTOS

Indianapolis,IN

Summary

Highly skilled Salesforce Technical Support Engineer with 5 years of experience in technology, leveraging a robust background in web development. Adept at diagnosing and resolving complex technical issues, ensuring seamless Salesforce integration, and enhancing user satisfaction. Proven ability to collaborate with cross-functional teams, streamline processes, and implement innovative solutions to drive efficiency. Strong problem-solving skills, excellent communication, and a deep understanding of Salesforce architecture and web technologies.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Salesforce
Indianapolis, IN
01.2022 - Current
  • Assisting customers in troubleshooting their integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
  • Developing and maintaining technical expertise in assigned areas of product functionality.
  • Demonstrating outstanding analytical, troubleshooting, and problem-solving expertise.
  • Salesforce Certified Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Salesforce Certified AI Associate.
  • Subject matter expert on Validation Rules, formula fields, sharing, and reporting.
  • Triple Star Ranger rank on Trailhead.
  • Maintaining 100% productivity
  • Mentored newer Engineers on troubleshooting methodologies, Salesforce best practices, and technical tools/processes.
  • Assisted in resolution of team cases alongside Swarm Leads

Co-founder/Board Member

Proyecto Siembra
03.2020 - 03.2022
  • Founded, and established yearly workshops in pursuit of helping mentees and mentors develop skills for entrepreneurship, leadership, career paths, and education
  • Worked with local community leaders and organizations to provide resources for the latino community of Indianapolis
  • Translated resources from English to Spanish.

Field Service Representative I

Canon Business Process Services
07.2021 - 10.2021
  • Process online letters using and perform data entry and provide support to customers as needed
  • Organize and distribute supplies to clients
  • Verify and log orders upon delivery
  • Handle items for distribution to a segment of or all of client employees, affiliates, dealers, etc
  • Estimate runtime on the small to medium photocopy jobs; Check all copies produced for quality and accuracy; Produce bound copies of work when requested; Deliver and pick up copy jobs
  • Keep complete and accurate logs of incoming and outgoing facsimiles
  • Generate activity and confirmation reports, and call the receiver to confirm receipt as necessary

Insurance Processor

Allied Solutions
10.2018 - 06.2020
  • Reviewed and processed mortgage and vehicle insurance documents, Exceeded established KPI's for processing and customer support
  • Excelled in a team environment as well as completing and exceeding individual tasks and performance metrics
  • Enhanced performance by using company software to capacity, established new ways of learning and working together as a team by taking on new assignments and using technical aptitude for personal growth and success.

Bilingual Customer Service Advocate

Seven Corners
05.2017 - 06.2018
  • Took on multiple tasks such as Call Auditing, Call coaching, and assisted in Escalations
  • Assisted members and providers with benefits, claims, GOP's, and medical evacuations
  • Resolved and de-escalated issues in a courteous, empathetic manner
  • Used Salesforce Service cloud to track cases and performance.

Photographer

Berkshire Hathaway
03.2015 - 05.2017
  • Captured and edited photographs for clients who were selling their homes
  • Established needs of clients by leveraging excellent listening skills and empathy
  • Consulted with clients to find out what exactly they are wanting their photos to look like to ensure I meet their expectations
  • Worked with a diverse group of people and developed solid relationships with clients of all walks of life.

Education

Certification - Full Stack Web Development

Butler Executive Education

Some College (No Degree) - Digital Communications And Media

Art Institute of Indianapolis
Indianapolis, IN

Skills

  • HTML5
  • CSS
  • Javascript
  • Database management: sql,writing
    queries
  • User Interface
  • Effective Communication
  • Teamwork and Collaboration
  • Troubleshooting and diagnostics
  • Analytical Skills
  • Problem-Solving
  • Salesforce Configuration
  • Lightning Experience
  • Security management

Personal Information

Title: Web Developer

Certification

  • Salesforce Certified Administrator
  • Salesforce Advanced Administrator
  • Salesforce Platform App Builder
  • Salesforce Certified AI Associate
  • Full Stack Web Developer - Butler University Executive Education

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual
Japanese
Limited

Timeline

Technical Support Engineer

Salesforce
01.2022 - Current

Field Service Representative I

Canon Business Process Services
07.2021 - 10.2021

Co-founder/Board Member

Proyecto Siembra
03.2020 - 03.2022

Insurance Processor

Allied Solutions
10.2018 - 06.2020

Bilingual Customer Service Advocate

Seven Corners
05.2017 - 06.2018

Photographer

Berkshire Hathaway
03.2015 - 05.2017

Certification - Full Stack Web Development

Butler Executive Education

Some College (No Degree) - Digital Communications And Media

Art Institute of Indianapolis

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KARLA SANTOS