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10 Salesforce Service Cloud experts
These ten Salesforce administrators and support operations professionals have run Salesforce Service Cloud inside their own organizations. A reader can learn from them how Service Cloud case management, routing and knowledge are set up for support teams and how the platform is governed after go-live.
Professionals to explore
01—10Adam Lomas
LinkedInExperience: Support Cloud Manager · CJ
Former Support Cloud Manager at CJ (2021–2026), after serving there as Business Systems, Associate (2016–2018) and Business Systems Specialist (2018–2021). The profile describes 12 years as a Salesforce administrator with expertise in Service Cloud optimization, including Service Console configurations, Knowledge, Live Chat and Email-to-Case for support operations.
Adrienne Soja
LinkedInExperience: Certified Senior Salesforce Administrator · EnerSys
Certified Senior Salesforce Administrator at EnerSys since August 2019, after earlier EnerSys roles including Account Specialist, Quality Assurance Specialist and Motive Power Lead Account Specialist (2012–2019). The profile says she manages user administration for a global base of 1200+ users across Sales Cloud, CPQ, Account Engagement and Service Cloud and oversees the redesign of the Salesforce case process.
Anne Howard
LinkedInExperience: Salesforce Administrator- North America & Europe · Greenworks
Former Salesforce Administrator- North America & Europe at Greenworks (2023–2026), where the profile says she worked across Service Cloud, Sales Cloud and Experience Cloud, configured and maintained the platform for 400+ multi-national internal users and 1200+ external customers, and owned Salesforce configuration changes including flows and record types. She has been Cloud Applications Manager at Service Logic since April 2026.
Jessica Perone
LinkedInExperience: Service Cloud Salesforce Administrator · PartsSource Inc.
Service Cloud Salesforce Administrator at PartsSource Inc. since May 2026, after serving at AgAmerica as Salesforce Administrator (2021–2025) and Senior Applications Administrator (2025). Earlier she was Salesforce Administrator at Parcel Pending by Quadient (2016–2021) and Salesforce Administrator Support Analyst & Consultant at Luxent (2014–2016).
Joseph Aronez
LinkedInExperience: Customer Care Specialist Service Cloud Product Owner · Learning Without Tears
Former Customer Care Specialist Service Cloud Product Owner at Learning Without Tears (2021–2023), then Customer Care Operations Manager Salesforce Administrator (2023–2025); he has been the company's Salesforce Administrator since June 2025. The profile says revenue operations leadership selected him to lead Salesforce platform expansion and call center enhancements.
JP Villanueva
LinkedInExperience: Senior Salesforce Admin - Service Cloud · Palo Alto Networks
Senior Salesforce Admin - Service Cloud at Palo Alto Networks since April 2022, after serving as Senior Salesforce Administrator at Ambry Genetics (2019–2022) and Salesforce Administrator & Developer at Coram CVS/specialty infusion services (2011–2017). The profile describes administering Salesforce triage, fulfilling incoming service requests and supporting Salesforce users.
Julie Ja
LinkedInExperience: Sr. Salesforce Administrator · Mercury Insurance
Sr. Salesforce Administrator at Mercury Insurance since July 2020, after serving as Salesforce Administrator at T-Mobile (2019–2020). The profile describes leading the implementation and optimization of Salesforce Sales Cloud, Service Cloud and Community Cloud and developing an automated case management system in Service Cloud that streamlined support ticket allocation.
Leela V
LinkedInExperience: Senior Salesforce service cloud administrator · LSEG
Senior Salesforce service cloud administrator at LSEG since November 2024. Before that the profile shows Capgemini roles (2021–2024), where it says Leela trained in Salesforce administration and development and was selected for the Kering project, specializing in Salesforce Service Cloud (SFSC).
Lior Rubinstein
LinkedInExperience: Customer Support Operations Manager · ClickSoftware
Former Customer Support Operations Manager at ClickSoftware (2015–2020), where the profile describes him as business owner of Salesforce Service Cloud and the customer community. He also worked in Customer Success Strategy and Operations at Salesforce (2020–2023) and since 2024 has been a freelance Salesforce business analyst specializing in customer support and Service Cloud.
Sonia Genesse
LinkedInExperience: Salesforce Administrator ServiceMax Administrator (Service Cloud) · IPG Photonics
Former Salesforce Administrator ServiceMax Administrator (Service Cloud) at IPG Photonics (2014–2025), where the profile says she supported and administered Salesforce and ServiceMax Field Service Management, including user setup, security policies, OWD configuration, workflow automation and data management across global service operations. She was then Senior Application Support Analyst (Salesforce) at Markley (2025–2026).
Choose the right perspective
For a new rollout or a case process redesign, favor people who describe implementing Service Cloud or redesigning the case process; for ongoing administration, favor those who supported large user bases. If you also run field service or a customer community, look for people who administered those alongside Service Cloud.
Questions to take into the conversation
- 01How did you design case routing, queues and escalation rules in Service Cloud, and what did you change after watching agents use them?
- 02How did you set up knowledge, email-to-case and chat so agents could resolve cases quickly without workarounds?
- 03How did you handle requests from support leaders for new fields, automations and reports while keeping the org maintainable?
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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