Anumodita Mishra

Salesforce Business Analyst @Finastra

Bengaluru, IN

Manage and optimize the Case journey on a Customer Portal built on Salesforce Experience Cloud. Write detailed user stories and acceptance criteria to capture business requirements. Break down complex requirements into clear and actionable descriptions. Conduct thorough documentation and root cause analysis to support project objectives. Drive Customer Support transformation initiatives, enhancing the overall customer experience on Service Cloud by proposing automated tasks, workflows. Identifying areas of improvement. Work closely with the product owner to share knowledge through Finastra Customer Service team on product to improve the effectiveness of the Service and Support team. Prepare the solution notes for the requirement. AI-Powered Case Insights - Implemented a cutting-edge integration that leveraged AI-generated comments in Salesforce. Designed and executed a solution to analyze 10 years of case history, enabling Salesforce to automatically suggest comments for new cases. Streamlined case resolution for representatives, significantly reducing response times and enhancing customer satisfaction. Robotic Process Automation (RPA) IntegrationIntegrated Salesforce with a robotic automation tool to handle tasks beyond Salesforce. Automated repetitive tasks outside the Salesforce ecosystem, ensuring efficiency and accuracy in external systems. Configured robots to update relevant case details in Salesforce, maintaining a seamless flow of information for case reps.Skills: •JIRA •Confluence •UserStory •Key Acceptance Criteria •Solution Notes •Root cause analysis •T-shirt sizing •Experience Cloud