Diksha Singh

Operations Associate

Gurugram, Haryana, India8 yrs 6 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in Salesforce CRM solutions development
Proficient in managing customer support operations
Strong analytical skills with advanced Excel proficiency

Stackforce AI infers this person is a Salesforce CRM expert with a strong focus on customer support in the SaaS industry.

Contact

Skills

Core Skills

Salesforce CrmCustomer SupportEscalation Resolution

Other Skills

Ticket OperationsAuditingMicrosoft ExcelData ManagementCustomer Relationship Management (CRM)Google SheetsMicrosoft OfficeSales Operations

About

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

8 yrs 6 mos

Total Experience

2 yrs 10 mos

Average Tenure

5 yrs

Current Experience

Ibm

Senior Operations Professional

Apr 2021 – Present · 5 yrs · Gurugram, Haryana, India

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.

Salesforce CRMTicket OperationsAuditingEscalation ResolutionMicrosoft ExcelData Management+2