Maddina Venkata Sandeep

Salesforce Developer @HCLTech

Bengaluru, IN

Salesforce Admin & DeveloperHCLTech | Hyderabad, TelanganaClient: VerizonJan 2022 – Present Project: Verizon – Customer Case Management SystemDelivered an enterprise-level Service Cloud solution to streamline and automate Verizon’s customer support operations, enhancing SLA compliance and user experience. Admin Responsibilities:Custom Object & Record Types: Created Service Request, Complaint, and Outage objects with tailored page layouts for teams like Billing and Tech Support.Process Automation with Flows: Built Record-Triggered Flows for automatic case assignment, SLA breach alerts, and escalation rules, reducing manual work by 40%.Field Management & Validation: Applied strict data validation and implemented mandatory fields (e.g, Service ID, Contact Number) to ensure data quality.Case Routing Logic: Implemented escalation logic based on zip codes, severity, and priority to improve resolution times and workload balance.Reporting & Dashboards: Designed real-time dashboards to track agent productivity, SLA trends, and open case volumes. Development Responsibilities:Apex Triggers: Wrote triggers to update case statuses and publish platform events for system-wide data sync and notifications.Batch Apex: Developed batch classes to auto-close stale cases after 60 days, reducing backlog and ensuring SLA adherence.LWC (Lightning Web Components): Created reusable LWC components for visualizing outage history and Google Maps-based outage locations.REST API Integrations: Built Apex-based integrations with external REST APIs to fetch outage data in real-time.Custom REST Endpoints: Developed secure APIs for mobile app access to case data and system updates. Integration & Security:Integrated Salesforce with Verizon’s internal systems for real-time alerting and billing.Ensured compliance using Field-Level Security, Two-Factor Authentication, IP restrictions, and OAuth-secured access.