Shravya Edara

At Rothmans, Benson & Hedges Inc. (RBH), a company focused on reduced-risk vaping products, I contributed to B2C order management and enhancement initiatives using Salesforce Sales Cloud, Service Cloud, and Marketing Cloud. Salesforce played a pivotal role in driving digital engagement and improving sales performance. I managed complex integration efforts, including the use of Qualtrics for NPS and NSS survey automation and Vonage for implementing an omnichannel call center solution. These integrations enhanced customer feedback mechanisms and streamlined service delivery. Additionally, I applied lead segmentation strategies to support targeted email campaigns, which significantly improved sales conversion rates and team productivity. My work also included the execution of personalized Marketing Cloud campaigns, leading to higher customer engagement and measurable business growth.

Responsibilities:

• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.

• Performed gap analysis to identify areas of improvement.

• Created dashboards to monitor and track key performance indicators.

• Boosted user adoption rates by developing comprehensive training materials and conducting personalized training sessions for endusers.

• Reduced manual workload for sales team members with the creation of time-saving automated email templates and document generation tools.

• Configured and customize Lightning Experience, including Lightning Record Pages, App Builder, and Lightning Components.

• Developed and implement Lightning Web Components (LWCs) to enhance user interfaces.

• Optimize workflows and automate business processes using Salesforce Flows and Process Builder.

• Conduct workshops and training sessions to facilitate the adoption of Lightning Experience among end-users.

• Customize dashboards and reports using Lightning to provide actionable insights.

• Perform End to End testing and UAT with business.

• Conducted cross functional team training.

• Prepare User Manuals for users.

• Perform Health check on Prod Environment after deployment of projects.

Worked on the Provider Portal team and various initiatives that includes Electronic Funds Transfer,

Race and ethnicity, Credentialing, Claims Appeals and Adjustments, OncoHealth, and Security tools. EFT initiative is to add additional security events to the existing flow to avoid fraudulent activity as several attempts were reported in the past few years. This allowed an authenticated provider/provider agent to add/change/delete the account on file by validating the existing bank account on file to transfer funds electronically. Claims Appeals and Adjustments initiative will provide the ability to get the status of the claims that were submitted by providers in the past 2 years rather than calling the claims support team; this would significantly reduce the call volume.

Responsibilities:

• Participated in all aspects of full life cycle application development; requirements gathering, technical and experience design, iterative development, testing, implementation, and ongoing support

• Worked closely with Sr. PO regarding product roadmap, priorities, scope, release dates, and metrics/analytics; responsible for the discovery, planning, and story elicitation of all projects

• Analyzed analytics, User Research results, customer feedback, incident logs, and other data points; and made product epic recommendations to the Sr. Product Owner

• Defined technology-based customer solutions through analysis and collaboration

• Fulfill project objectives by analyzing business needs, technical solutions, and user experience deliverables; envisioning system features and functionality through critical, systems, and conceptual thinking

• Responsible for elicitation and evaluation of product requirements to ensure business value

• Comprehend and ensure integration with business processes and best practices of partner departments Including Informatics, Marketing, Digital Experience, Information Systems, Security/Compliance, Digital Analytics, Platform Architecture, Clinic Systems Administration, and Health Plan Operations

Supported software developers, quality assurance testers, and user acceptance testers, providing all information necessary for those roles to complete documentation required by the PMO

• Conducted integration and analysis for new capabilities including but not limited to machine learning and AI, front-end component integration, and migration of digital assets to the cloud platform

• Troubleshoot development and production problems across multiple environments and operating platforms

• Defined roadmap and prioritized backlog to meet the vision in a timely manner to meet market and consumer demands

• Elicited requirements from business partners and stakeholders and translate high-level requirements into technical requirements

• Support an Agile Software development process, work closely with end users/stakeholders and the development team

• Facilitated backlog refinement sessions, prioritized the sprints, and drove acceptance testing.

• Provided key performance metrics to leaders in IT on the deliveries and benefits realization of change implementations.

• Defined product vision and product roadmap and articulated business requirements to the scrum team

• Worked with UX researcher on usability research, competitor analysis, and data analysis

• Worked with the Analytics team to understand the bottlenecks trends and areas of improvement on the portals to measure indicators such as return on investments (ROI)

• Worked on developing stories based on Data-driven and User-Centric Design focusing on user needs and requirements

Worked on various HR projects such as Delta Vaccination Gateway project to allow Delta employees to provide expression of interest, select the incentives and schedule the Covid Vaccination at their work/home state locations, Sharecare is a new platform to track and earn Delta health rewards for the employees Worked on Front line leadership application that ACS (Above wing and below wing), TechOps and Res teams to access their required information Worked on IT Transformation-Monitoring upgrade systems project to implement Application Performance Management on Top 21 critical applications by vendor product- Dynatrace for quick detection and resolution of flight critical application issues for critical applications Additionally, worked on Miles as a Currency project owned by a Loyalty business which is associated with different lines of business that include Revenue Management, Loyalty, and Revenue Accounting This project is mainly focused to make the ancillary products available to all Delta Internal and External channels to purchase through SkyMiles.

Responsibilities:

• Co-ordinated across a variety of IT teams to get the DVG infrastructure set up

• Create and manage the epics, product/sprint backlog, and stories in VersionOne for DVG and FLL projects

• Liaison between the business and technical team for HR business and convert the business requirements into stories along with acceptance criteria

• Managed the Design, implementation, and live testing of automated disaster recovery for Delta’s mission-critical applications

• Developed and manage project specifications, technical design, and requirements through collaboration with senior management and stakeholders

• Facilitated events (Standups, Planning & Retrospectives) for both our Kanban Team and vendor, Dynatrace

• Provided transparency on Team progress via (a) information radiators within the Team room and (b) providing traditional, weekly status reporting for Sr Management

• Designed the strategy outlining the priority of the 24 systems and server instrumentation approach Partnered with our Dynatrace Guardians (onsite SMEs) to establish a training curriculum and schedule for our App Owners/SMEs on new APM Dashboards

• Worked on confluence- Assigned user personal space and provided assistance in using Confluence

• Integrated JIRA and Confluence (for User management and Issues/Pages sharing)

• Create a User manual on using Atlassian Products (Jira/Confluence) and trained end users project wise

• Coordinated between client and vendor project resources in the implementation of designed project objectives, solutions, and deliverables

• Assisted in the development of project definitions, cost/benefit-risk analysis, work plans, progress reports, and presentations

• Handled project assessments, gap analysis, and identifying the improvement opportunities for the ITSM/ITIL processes including change, Release, Service, Work, and Incidents

• Coordinated and created run books, and DR failover plans for DR live exercises Maintained all the disaster recovery support documents in Confluence

• Created task boards in ServiceNow to manage the resource allocation and status of tasks

• Managed product backlog, stories, and tasks through VersionOne

Komatsu is a global leader in the manufacturing of heavy equipment and industrial machinery, specializing in the construction, mining, and forestry industries.I facilitated the integration of Salesforce Financial Cloud with Komatsu’s insurance portal, enhancing policyholder management and claims processing. I collaborated with stakeholders to gather requirements and ensure compliance, customized Salesforce CRM to automate insurance processes, and optimized the customer journey across platforms. Additionally, I managed data integration, collaborated on UI/UX improvements, ensured data security, and led training sessions for internal teams.

Responsibilities:

• Integrated Komatsu’s insurance portal with Salesforce CRM to enable seamless data synchronization, allowing policyholders to access details, file claims, and track statuses.

• Collaborated with stakeholders to define business requirements for the insurance features on the website and CRM, ensuring alignment with workflows and regulatory compliance.

• Worked with development teams to customize Salesforce CRM for insurance-specific processes, including automated claims processing, policy management, and customer service operations.

• Enhanced the customer experience by mapping and optimizing the journey between the portal and CRM, ensuring easy claim submissions, policy updates, and secure document access.

• Managed the integration of claims and policyholder data between Salesforce and the website, providing real-time access for the insurance team to handle claims and renewals efficiently.

• Partnered with web development and UX teams to improve the user experience for claim submissions and document uploads.

• Ensured compliance with standards (e.g., GDPR, HIPAA) by maintaining data integrity and implementing security measures for sensitive customer data.

• Developed training materials and conducted sessions to ensure smooth adoption of Salesforce CRM and new website functionalities across internal teams.

Support an Agile Software development process, work closely with end users/stakeholders and the development team

• Facilitated backlog refinement sessions, prioritized the sprints, and drove acceptance testing.

• Provided key performance metrics to leaders in IT on the deliveries and benefits realization of change implementations.

• Defined product vision and product roadmap and articulated business requirements to the scrum team

• Worked with UX researcher on usability research, competitor analysis, and data analysis

• Worked with the Analytics team to understand the bottlenecks trends and areas of improvement on the portals to measure indicators such as return on investments (ROI)

• Worked on developing stories based on Data-driven and User-Centric Design focusing on user needs and requirement