Diksha Singh

About Diksha Singh

Experienced in Salesforce CRM, incident management, and training, known for leading end-to-end solution development. Recognized for excellence in customer service and support, committed to driving operational excellence.

Experience

1. Senior Operations Professional

   IBM

   Apr 2021 — Present · Gurugram, IN

   Analyzed, Designed, and Developed Salesforce Solutions: Led end-to-end analysis, design, and development of Salesforce solutions. Managed multiple Salesforce instances in a fast-paced environment, ensuring smooth operation and reporting.• Excel Proficiency: Utilized advanced Excel functions to analyze data and generate reports, contributing to informed decision-making processes.• Handled Support Requests: Addressed Tier 1 and Tier 2 incidents and escalated Tier 3 requests by managing support tickets effectively.• Proficient in Salesforce Standard Features: Utilized standard Salesforce features such as accounts, contacts, opportunities, leads, reports, and dashboards extensively.• Assisted in Clearing Backlogs: Helped in clearing backlogs related to emails, system access, incidents, and change management queues, ensuring smooth workflow.• Offered Troubleshooting and Guidance: Provided troubleshooting assistance and guidance to sales representatives on creating and processing quotes using Salesforce\'s Quote-to-Cash solution.• Managed the escalation process at IBM, collaborating with duty managers to audit customer calls and logs. Ensured adherence to quality standards and provided guidance to team members.

Education

• Indira Gandhi National Open University

  Master of Social Work - MSW

  2017 — 2019