DHANALAKSHMI VELLACHAMY
Collierville
Summary
Results-driven Salesforce Service Cloud Application Lead with 10+ years of experience in software development, specializing in Salesforce solutions for optimizing customer service operations. Expert in managing end-to-end Salesforce Service Cloud projects and integrating features like Omnichannel, Einstein AI, Prompt Engineering, and Case Management to enhance customer experience. Key contributor to Agentforce’s pilot and implementation, deploying conversational agents with a 213% ROI improvement in first-contact resolution. 4x Salesforce Certified professional with expertise in Salesforce development (Apex, Triggers, Visualforce, LWC, Aura, Flows, Process Builder). Skilled in leading cross-functional teams, managing large-scale projects, and delivering high-quality, cost-effective solutions. Proficient in using integration tools like MuleSoft, REST APIs, and Azure to ensure smooth data flow and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Application Lead
Wiley
10.2022 - Current
- Managed end-to-end Salesforce deliveries, overseeing design, build, integration, and deployment of customer service solutions
- Led requirement gathering, solution design, and ongoing support for Service Cloud features like case management, knowledge base, and omnichannel communication
- Directed functional and technical solutioning for Salesforce implementations, guiding an offshore team to deliver optimized solutions
- Played a key role in deploying Agentforce, enhancing first-contact resolution and ROI by 213%
- Implemented Generative AI and Predictive AI features in Salesforce Service Cloud, automating work summaries, Reply Recommendations, case classification, and mid-conversation summaries, Knowledge creation improving agent efficiency and reducing case resolution time by 25%
- Deployed AI-driven article recommendations using Salesforce Einstein, enhancing knowledge base utilization and decreasing customer escalations by 40%
- Implemented and integrated multiple service channels like Email, Chat/Chatbot, SMS, Phone, Web into Salesforce Service Cloud, enhancing omni-channel support and improving customer satisfaction
- Integrated Salesforce with Jira Service Management for automated ticket creation
- Developed a custom QA solution to replace a third-party tool, reducing costs and enhancing team coaching opportunities
- Implemented Lightning Aura and LWC components, streamlining UI development
- Automated processes using Salesforce Flow, Process Builder, and Apex triggers to enhance case handling and resolution speed
Software Engineer III
The Jackson Laboratory
11.2019 - 10.2022
- Specialized in improving system integration and automation for CRM systems, focusing on user satisfaction and system performance
- Supported sales, marketing, operations, and business managers with CRM administration, systems integration, and process development
- Built integrations between ERP and CRM systems, leveraging MuleSoft APIs for middleware integration
- Developed Salesforce REST API callouts to external websites, leveraging OAuth for secure data exchange
- Led Salesforce migration from Classic to Lightning, enhancing user interface functionality
- Designed custom reports, dashboards, and Salesforce Einstein tools (Activity Capture, Forecasting, Analytics) to drive decision-making
- Built SSIS interfaces to automate data imports from SQL Server to Salesforce, improving synchronization
- Developed applications using ASP.NET Core MVC and Entity Framework, hosted in Azure Portal and on-premise servers with CI/CD pipelines
- Designed custom forms with ASP.NET MVC and Knockout.js, processing submissions to Salesforce via RESTful APIs
- Created and maintained Power BI reports, integrating data from SharePoint and Salesforce using Power Automate
Programmer Analyst
The Jackson Laboratory
08.2014 - 11.2019
- Developed and supported LIMS applications using Core Informatics, AngularJS, OData, and REST Services
- Hosted Web Applications and APIs in Azure Cloud using Angular 8 and .NET Core
- Developed internal Web APIs with .NET for integration across multiple applications
- Led BizTalk development, upgrading the environment from BizTalk 2010 to 2013 R2, migrating applications and ensuring smooth operations
- Developed interfaces between ERP systems (Lawson, Microsoft Dynamics AX) and other applications
- Managed BizTalk application monitoring, retransmitting failed messages, and troubleshooting
- Deployed BizTalk applications across DEV, TEST, and PROD instances, acting as BizTalk administrator
- Implemented various BizTalk adapters (FTP, SFTP, WCF) and developed custom pipelines for message transformation
- Contributed to developing internal portals with OutSystems Agile Platform, providing maintenance and support
- Developed SharePoint InfoPath forms to enhance data collection and collaboration
Education
Master of Engineering - Computer Science and Engineering
St. Peter's University
04.2011
Bachelor of Engineering - Computer Science and Engineering
Anna University
04.2008
Skills
- Einstein for Service
- Einstein Case Routing
- Einstein Knowledge Management
- AI-powered Customer Service Automation
- Salesforce Development
- LWC
- Aura
- VF Pages
- Net Core
- Web API
- Mule ESB
- Power Apps
- Power Automate
- AngularJS
- Knockout JS
- JavaScript
Certification
- Salesforce Certified Administrator (SCA), 12/01/19
- Salesforce Certified Platform Developer I, 07/01/20
- Salesforce Certified AI Associate, 02/01/24
- Salesforce Certified Service Cloud Consultant, 11/01/24
Timeline
Application Lead
Wiley
10.2022 - Current
Software Engineer III
The Jackson Laboratory
11.2019 - 10.2022
Programmer Analyst
The Jackson Laboratory
08.2014 - 11.2019
Bachelor of Engineering - Computer Science and Engineering
Anna University
Master of Engineering - Computer Science and Engineering
St. Peter's University
Similar Profiles
Daybelis MartinezDaybelis Martinez
Channel Development Associate at WileyChannel Development Associate at Wiley
Meer Mehtaab HussainMeer Mehtaab Hussain
Specialty Account Manager- Corporate & Healthcare at WileySpecialty Account Manager- Corporate & Healthcare at Wiley
Bethany LynchBethany Lynch
Editorial Assistant at WileyEditorial Assistant at Wiley