● Led delivery of Salesforce Service Cloud enhancements across requirements, configuration/development, QA/UAT, and production deployment for high-volume support operations.

● Supported skills-based Omni-Channel routing using SkillRequirement + PendingServiceRouting, aligning priority and routing behavior to case taxonomy and support workflows.

● Implemented scalable routing and workflow logic using Custom Metadata Types (CMDT) and process definitions to reduce hardcoding and improve maintainability.

● Developed and supported Apex classes, triggers, SOQL, and Lightning Web Components (LWC) to extend Service Cloud capabilities and improve agent efficiency.

● Built and optimized Flows and case automation, including SLA enforcement via Entitlements & Milestones.

● Partnered cross-functionally to support AI-assisted QA workflows, including summarization and coaching-ready insights with human review and validation.

● Built operational visibility through reporting across Cases, Agent Work, Presence/Status, Messaging Sessions, and Milestones.

● Led Salesforce Service, Sales, and Non-Profit Cloud consulting engagements end-to-end, translating requirements into scalable configuration and delivery plans.

● Delivered admin + dev enhancements across security, automation, and UI using Flows, Permission Sets, Apex/Triggers, SOQL, and LWC, supporting reliable deployments through VS Code/SFDX.

● Designed scalable Salesforce data models and automation patterns, aligning security, sharing, and governance with business processes to support long-term maintainability and growth.

● Coordinated integrations with internal business systems and external platforms via REST APIs, led QA/UAT, and leveraged AI-assisted tooling to accelerate documentation, test scripting, and stakeholder communication.

● Salesforce configuration changes: Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports

● Led Salesforce Sales Cloud implementation including Lead, Account, and Opportunity processes, pipeline stages, and forecasting visibility to support revenue tracking and sales execution.

● Delivered admin + light dev enhancements using Flows and Lightning components (LWC), improving data quality through standardized layouts, validation rules, and guided sales workflows.

● Owned go-live readiness and adoption through data cleanup/migration support, UAT coordination, training, and release execution, ensuring a stable rollout and long-term usability.

● Provided feedback to design engineering, manufacturing engineering, compliance, system test, reliability, supply chain, and operations to define and drive the development of new product programs while utilizing existing energy program

● Salesforce management, compiling and running daily + weekly reports to analyze site performance and metrics

● Demonstrate extensive Tesla Energy products knowledge to answer customer queries and provide project updates

● Interface with internal energy departments to ensure accurate and timely action on energy projects

● Assists Store Manager in all aspects of daily shift management, including customer relations, inventory control, procedural tasks and paperwork, visual merchandising, opening and closing the store,

● Trained and coached Sales Associates to promote and execute team, store, and company performance.

● Embraced accountability and set attainable goals for store sales, metrics, and personnel development.