All Client Work
13 anonymized enterprise case studies across banking, insurance, retail, healthcare, public sector, and SaaS.
Needed a modern Financial Services Cloud implementation with Classic-to-Lightning migration and advisor-ready workflows across a fragmented legacy CRM landscape.
Customized FSC with a redesigned Lightning experience, custom screens, and automated sales and service workflows. Delivered OmniStudio guided onboarding, Action Plans for KYC, branch-manager approval flows, and secure integrations for compliant client data handling.
4.6/5 customer satisfaction rating, faster advisor onboarding, unified 360° client view, and compliant MNPI data handling across the enterprise.
Manual online insurance application and policy workflows across siloed systems, causing delays and inconsistent customer experiences.
Led development as Technical Lead: policy tracking, customer records, end-to-end policy processing, custom Lightning components, stakeholder workshops, data migration via Data Loader, and CI/CD deployments via ANT, GitHub, and Jenkins.
Streamlined policy lifecycle, improved stakeholder alignment, and reliable release management across sandbox, UAT, and production environments.
Fragmented CRM data across contacts, leads, opportunities, and claims with swivel-chair integrations between core systems.
Technical Lead and Scrum Master for a Customer 360 platform: unified CRM view, core-system integration, OmniStudio Data Raptors, Sales Engagement cadence management, and an executive reports and dashboards suite.
Eliminated swivel-chair work, unified customer view, and improved decision-making visibility for leadership teams.
A 5,000+ user org needing daily admin support, security governance, and ERP–Salesforce alignment at enterprise scale.
Day-to-day admin and developer support: roles, profiles, record-level security, ticket resolution, reports and dashboards, Flow and Process Builder automation, ERP–Salesforce interface management, and ongoing data migration via Data Loader.
Reliable support at scale, streamlined automation over custom code, and consistent data hygiene across the org.
Legacy Oracle systems and disconnected revenue, learning, and event platforms blocked unified pricing intelligence and competitive positioning.
Built a Competitor Pricing Screen in Aura/LWC, integrated Revenue Grid, Docebo, Cvent, and Outlook Connector. Country-specific website configuration with custom Lightning components and flows, plus full unit and regression testing.
Improved product competitiveness by 30% through unified pricing intelligence and integrated revenue, learning, and event platforms.
Sales team needed AI-driven insights, territory planning, and reduced manual admin work across a complex product portfolio.
Led Einstein AI and Agentforce implementation in Sales Cloud: Copilot customization, AI-driven predictive workflows, Salesforce Maps with AI for territory planning, and stakeholder enablement for non-technical users.
AI workflows embedded in daily sales processes with improved territory planning and advisor-ready insights.
High no-show rates for scheduled appointments across thousands of patient records, impacting utilization and care continuity.
Built an automated reminder engine using Batch Apex and scheduled jobs with multi-channel email and external SMS API notifications, configurable timing, retry logic for failed sends, and a logging framework for auditability.
Significantly reduced missed appointments; scaled reliably to thousands of records with configurable reminder windows.
Disconnected order, fulfillment, and service workflows across web storefronts, marketplaces, and contact centers caused delayed resolutions and inconsistent customer experiences.
Built an omnichannel operations hub on Service Cloud with Commerce Cloud integration: unified case routing from order events, automated RMA and refund flows, custom LWC order-lookup widgets, and middleware sync to warehouse and payment systems.
40% faster case resolution, unified order visibility for agents, and measurable lift in post-purchase customer satisfaction scores.
Batch-and-blast email campaigns with limited personalization led to declining engagement and no unified view of customer behavior across digital touchpoints.
Implemented Marketing Cloud journeys with Journey Builder, Einstein Send Time Optimization, Data Cloud segmentation, and Sales Cloud lead sync — plus preference-center governance and journey testing frameworks.
35% higher email engagement, automated nurture paths for high-intent segments, and closed-loop reporting from campaign to opportunity.
Loan origination spanned paper processes, legacy banking cores, and disconnected Salesforce records — slowing approvals and creating compliance audit gaps.
Integrated nCino with Salesforce FSC: digital loan applications, document collection workflows, credit decision routing, and banker dashboards with milestone tracking and regulatory audit trails.
Loan processing cycle time reduced by 25% with full document traceability and banker-ready pipeline visibility.
Citizens faced long wait times and opaque case status for licensing and permit requests handled through email and legacy ticketing tools.
Deployed Service Cloud with Experience Cloud citizen portal: online intake forms, automated case assignment by jurisdiction, SLA milestones, knowledge articles, and supervisor dashboards for backlog management.
60% of inquiries shifted to self-service, average response times cut in half, and leadership gained real-time visibility into service backlogs.
Complex multi-product quotes required manual spreadsheet workarounds, and contract amendments after signature were error-prone and slow to process.
Implemented Salesforce CPQ with guided selling, tiered discount approvals, amendment and renewal automation, and ERP billing sync — plus Apex extensions for custom pricing logic and regression-tested quote flows.
Quote turnaround reduced by 45%, renewal rates improved, and finance gained accurate contract-to-billing alignment.
Channel partners lacked a centralized place to register deals, access enablement assets, and track co-selling status — slowing partner-sourced revenue.
Built an Experience Cloud partner portal with deal registration, MDF request workflows, tiered partner dashboards, and LWC components surfacing inventory and pricing from integrated ERP APIs.
Partner-sourced pipeline grew 30% with faster deal registration and improved partner satisfaction scores.