IBM ; 2022 – Present
Package Consultant | Gurugram, IN
- Architected and delivered an AI-powered, multilingual, mobile-first banking asset on Salesforce Financial Services Cloud and Agentforce across 8 capabilities in 3 languages, automating loan restructuring, dispute management, SIP tracking, and recurring payments with zero manual intervention.
- Achieved 60% cost reduction, 70%+ call deflection, and sub-3-second response times, while integrating Salesforce Data Cloud with real-time churn risk Calculated Insights and seamless human-AI handoff via Omni-Channel routing.
- Delivered a Field Service solution for Energy and Utility, implementing Service Cloud and Field Service Lightning customizations including ERP calculations, Salesforce Mobile development, and a fully configurable Callout Management solution with 100% variable-driven automation.
- Delivered an Experience Cloud implementation for Education, developing a WCAG-compliant support portal using Lightning Web Components, Einstein Bots, and process automation, achieving a global accessibility ranking in the top 3% of fully accessible websites.
- Supported Sales Cloud delivery for Banking across Originations, Contract, and Marketing teams, automating the Loan Origination Process via Apex Triggers and Admin Configurations, reducing manual interventions to zero.
- Developed and presented use-case-centric demos to IBM Leadership for client pursuits and internal hackathons, delivering solutions across Fraud Detection, a Salesforce Admin Assistant, a Salesforce Code Optimizer, and a Salesforce Debugger.
- Designed, developed, and deployed the Salesforce Practice Community as a centralized organization-wide hub for learning, collaboration, and visibility into Salesforce activities.
- Contributed to Salesforce Garage initiatives spanning Assets and Innovation, Quarterly Newsletters, and Salesforce Lab Reporting, with responsibilities across development, deployment, content creation, coordination, and maintenance.
- Authored multiple documentations on new Sale