swapna M

Salesforce Senior Administrator / Lead | Home Depot | Atlanta, GA Feb 2025 – Present • Partner with cross-functional teams (Sales, Service, Operations, IT, Leadership) to gather requirements and deliver scalable Salesforce solutions supporting 2,500+ users. • Automated end-to-end user provisioning and role assignment using Salesforce Flow, eliminating manual user creation, reducing onboarding time, and improving compliance accuracy. • Designed and delivered executive-level dashboards and KPI reports and Dashboards, increasing platform visibility and driving higher Salesforce adoption across all teams. • Built and optimized 15+ Flow-based lead management automations, streamlining lead routing, assignment, and lifecycle tracking to improve conversion rates. • Configured Agentforce agents for account summaries, case display, and related record creation; implemented SDR Agent for automated lead nurturing — sending meeting calendar invites and follow-up emails. • Established Salesforce Data Cloud and built a service connection to Google BigQuery (GBQ) to expand data source availability for analytics and AI use cases. • Enhanced Omni-Channel routing logic for Case Management, optimizing agent assignment and improving response times and customer satisfaction. • Led Tier-2 Salesforce support, troubleshooting complex issues, performing root-cause analysis, and collaborating with cross-functional teams to resolve escalated cases. • Managed full release and deployment lifecycle across environments using Change Sets and Salesforce DevOps tools, maintaining version control and deployment consistency. • Proactively monitored and resolved Apex batch jobs and scheduled processes using debug logs to ensure system reliability.