Ambika Sharma
Salesforce Developer @Winobell Inc
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WORK HISTORY
Salesforce Developer @Winobell Inc
Toronto, ON, CA
Led the end-to-end design and implementation of Salesforce Einstein Chatbot, enabling automated customer engagement and achieving 30–45% chat deflection, significantly reducing agent workload.2. Architected and governed chatbot conversation flows integrated with Salesforce Case Management, resulting in 40% faster case creation and improved accuracy in case categorization and assignment.3. Implemented Omni-Channel routing and intelligent handoff from bot to live agents, improving First Contact Resolution (FCR) by ~25% and reducing average handle time.4. Designed and developed Apex services, REST APIs, and integration frameworks to support secure, scalable communication between Salesforce, Einstein Bots, and external systems.5. Led the Salesforce–Qualtrics post-chat survey integration, enabling real-time CSAT feedback and increasing survey response rates by 20–30% through automated triggers.6. Translated customer interaction and survey data into actionable insights, supporting data-driven decisions and continuous improvement of chatbot performance.7. Established technical standards, coding best practices, and governance models, improving code quality and reducing post-release defects by 30%+.8. Mentored and guided a team of developers through code reviews, design sessions, and knowledge-sharing, accelerating delivery timelines and improving team productivity.9. Owned solution architecture, performance optimization, and security compliance, ensuring scalability and adherence to Salesforce best practices.10. Partnered closely with product owners, business stakeholders, and UX teams to align technical solutions with business KPIs and customer experience goals.11. Led Agile delivery activities, including story estimation, sprint planning, backlog grooming, demos, and release management across onshore/offshore teams.12. Oversaw production deployments, monitoring, and incident resolution, maintaining high availability and driving continuous enhancements.
EDUCATION
Sam Higginbottom University of Agriculture, Technology And Sciences (SHUATS)
Bachelor of Technology - BTech, Electrical and Electronics Engineering
Bethany Convent Senior Secondary School
Intermediate, Non-Medical Stream (PCM)
ABOUT AMBIKA SHARMA
Salesforce Developer with 7+ years of experience designing, developing, and delivering enterprise-scale Salesforce solutions for clients across diverse industries. Proven expertise in Salesforce architecture and development, including Apex, Lightning Web Components (LWC), Aura Components, AI (Agentforce, Einstein Chatbots), Triggers, Custom Metadata, Custom Objects, SOQL, SFDC APIs, Web Services, and Force.com, supported by experience with Oracle SQL.Highly skilled in building scalable, secure, and high-performance Salesforce applications, including third-party integrations, data migrations, and automation solutions. Strong ability to translate complex business and regulatory requirements into technical designs aligned with Salesforce best practices and governance standards.A 9x Salesforce Certified Professional, demonstrating advanced knowledge across Salesforce Platform, Service Cloud, Field Service, Data Cloud, and AI capabilities. Committed to clean code, reusable frameworks, performance optimization, and long-term maintainability.Extensive experience working in Agile/Scrum environments as a senior contributor, supporting the full SDLC—requirements analysis, technical design, development, code reviews, unit testing, deployment, and production support. Successfully delivered multiple projects annually across onshore and offshore delivery models, collaborating closely with product owners, solution architects, QA teams, and business stakeholders.Recognized for technical leadership, ownership, and strong communication skills, with experience mentoring developers, managing dependencies, and driving timely, high-quality releases. Passionate about continuous learning and enabling organizations to maximize ROI through Salesforce innovation.Certifications:• Salesforce Certified Administrator (ADM-201)• Salesforce Certified Platform App Builder• Salesforce Certified Platform Developer I• Salesforce Certified Platform Developer II• Salesforce Certified Data Cloud Consultant• Salesforce Certified AI Associate• Salesforce Certified Agentforce Specialist• Salesforce Certified Service Cloud Consultant• Salesforce Certified Field Service Lightning ConsultantHit that connect button whenever you are ready to chat!Feel free to contact me directly at a••••••••@gmail.com
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