Summary
Overview
Work History
Education
Skills
Certification
Willing to relocate
Timeline
CustomerServiceRepresentative

Gokul Sivakumar

2007 Pinepoint Rd NE, Calgary,AB

Summary

Enthusiastic professional with a foundational understanding of Salesforce technologies, administration, and development. Eager to transition into a Salesforce role and apply my foundational knowledge to contribute to various aspects of the platform, fostering efficiency and success within the team. Possessing Salesforce Certified Platform Developer I and Salesforce Certified Administrator credentials, along with proficiency in programming languages, database management, and integration. Seeking an opportunity to bring my skills and passion for Salesforce to a dynamic role as a Salesforce Administrator/Developer, where I can further develop my capabilities, contribute to innovative solutions, and enhance organizational efficiency.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Care Supervisor

Urban Barn
11.2023 - Current
  • Generate detailed reports on employee case activities in Salesforce to support data-driven decision-making.
  • Orchestrate mass deletion of spam or junk cases, refining case management processes for enhanced efficiency.
  • Develop and curate reports and dashboards highlighting monthly, quarterly, and yearly performance metrics.
  • Provide hands-on support to employees by troubleshooting Salesforce issues, including password resets and email changes.
  • Spearhead the creation and implementation of email templates within the Salesforce Lightning platform for optimized communication.
  • Create custom objects and fields to enhance data tracking and reporting capabilities.
  • Monitor and manage cases in Service Cloud queues, efficiently assigning tasks to streamline workflow.

Customer Care Advisor

Urban Barn
04.2023 - Current
  • Provided guidance to representatives in handling cases, particularly in ambiguous situations
  • Conducted double checks on orders in SAP before processing payments or returns
  • Mentored team members for skill development
  • Managed escalated customer cases efficiently.

Customer Service Representative

Urban Barn
01.2023 - Current
  • Created cases and followed up with customers using Salesforce Service Cloud
  • Delivered fast and friendly service to handle questions and service complaints
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Sr. Advisor, Technical Support

Concentrix
08.2020 - 10.2022
  • Provided troubleshooting guidance and resources to Tier 1 advisors to resolve customer issues
  • Took ownership of complex customer issues, working with customers and escalating to the engineering team
  • Collected logs and diagnostic reports for escalated issues, communicating with the engineering team to find root causes
  • Initiated reporting of emerging issues to the engineering team
  • Reported complaints/compliments from customers to top-level management
  • Worked at a supervisor/manager level to resolve customer complaints.

Education

Post Graduate Certificate - Business Management (GPA 3.3)

Lambton College
Sarnia, ON
04.2020

Bachelors - Commerce

Calicut University
Kerala, India
04.2014

Skills

  • Programming Languages: Apex, JavaScript, HTML, CSS
  • Salesforce Administration: User Management, Profile and Permission Set Configuration, Workflow Rules, Process Builder, Approval Processes, Data Validation Rules
  • Database Management: SOQL, SOSL
  • Tools: Salesforce Developer Console, Data Loader, Workbench, Salesforce Lightning Experience, Visual Studio Code, GitHub
  • Salesforce Technologies: Lightning Components, Visualforce, Apex Triggers, Salesforce Lightning Framework, Lightning Web Components, Aura Framework
  • Integration: Salesforce REST/SOAP APIs

Certification

  • Salesforce Certified Administrator (ADM 201)
  • Salesforce Certified Platform Developer I (ADM 211)
  • Salesforce Admin Certification Course - Udemy (Completed)
  • Salesforce Development Training Certification Course - Udemy (Completed)
  • Salesforce Lightning Web Component Certification Course- Udemy (Inprogress - 60% Completed)

Willing to relocate

Yes

Timeline

Customer Care Supervisor

Urban Barn
11.2023 - Current

Customer Care Advisor

Urban Barn
04.2023 - Current

Customer Service Representative

Urban Barn
01.2023 - Current

Sr. Advisor, Technical Support

Concentrix
08.2020 - 10.2022

Post Graduate Certificate - Business Management (GPA 3.3)

Lambton College

Bachelors - Commerce

Calicut University

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Gokul Sivakumar