Daniel Russell

Consultant @Capgemini Invent

Salesforce Functional Lead | Customer Care Transformation (CP) I guided the client in defining, designing and deploying Salesforce Service Cloud solutions, underpinning the to-be customer and agent experience - capitalising on \'out of the box\' functionality where possible. Helping the client to transform their European customer care and become 100% responsive across all their channels. Responsible for the elicitation and refinement of over 200 business requirements across five workstreams. I led the definition, design, and execution of Salesforce Knowledge, Case Management, & Omni-Channel. Guided the business & IT in agile ways of working, applying Scrum principles to maximise value delivered. Optimised following analysis/eventual reduction of 400+ standard/custom fields and 100+ user profiles. I led the analysis and re-design of the Service Console UI, incl. the refactoring of a single core case layout. I guided the business and IT preparation for the release of new Salesforce functionalities into production.