Agnes Kabongo Makanza

Acted as the sole point of contact for multiple client accounts across Service Cloud, Sales Cloud, and Marketing Cloud Led requirements gathering, platform troubleshooting, solution implementation, technical improvements directly with stakeholders. Delivered Service Cloud functionality including: Case Management automation via Flows, Omnichannel Routing setup and configuration, knowledge Base creation and optimization, Field Service setup for service technician coordination Balanced platform support and enhancements (Level 2 & 3) with long-term platform optimization recommendations

Delivered SFMC solutions including Email Studio, Journey Builder, Automation Studio, and data extensions Helped clients build and refine marketing journeys aligned with CRM strategy and customer segmentation Ensured smooth integration with Sales/Service Cloud environments where applicable Supported clients in performance reporting and continuous campaign improvement

Supporting clients in Marketing Cloud configuration and integration Advising on CRM architecture, customer journey strategy, and technical best practices Collaborating with cross-functional teams to align technical work with marketing and sales objectives