Jerry Rajan
Swarm Lead at Salesforce
- Role
- Swarm Lead at Salesforce
- Location
- Bengaluru, IN
- LinkedIn followers
- 500 followers
About Jerry Rajan
Salesforce Consultant with a demonstrated history of working in the information…
Experience
Swarm Lead
May 2019 — Present · Bengaluru, IN
Manage a team of support engineers to achieve the business objectives - Facilitate the swarming activities within a swarm team and coordinate swarming activities across swarm teams where needed- Provide feedback to engineers and their managers to close Process misses and knowledge gaps- Collaborate with customers and internal stakeholders like Product and Account Teams- Serve as a mentor, knowledge resource, and technical escalation point- Handling critical customer and driving escalations- Drive improvements on TTR, case transfer reduction, and avoidable escalations to MP- Attainment of targets for customer satisfaction, service levels, resolution time- Manage key processes, e.g. case reviews, and customer feedback analysis- Drive internal scrum call with CCE (R&D) team, to collaborate on current investigations and challenges.
Skills
- Web Services
- Software Engineering
- Microsoft Office
- Mysql
- Salesforce.com Development
- Customer Relationship Management (Crm)
- Spring
- Force.com
- Microsoft Word
- Agile Methodologies
- Software Development Life Cycle (Sdlc)
- Pl/Sql
- Microsoft Excel
- Apex Data Loader
- Xml
- Javaserver Pages (Jsp)
- C
- Struts
- C++
- Software Development
- Jsp
- Core Java
- Web Applications
- Salesforce.com Administration
- Servlets
- Javascript
- Tomcat
- Ibm Websphere Commerce
- Microsoft Sql Server
- Java
- Html
- Business Analysis
- Requirements Analysis
- Visualforce Pages
- Apex Programming
- Sql
- Project Management
- Team Management
- Eclipse
- Spring Framework
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