SUMMARY:

• A multi - talented professional with exceptional records of career experience. Dedicated, enthusiastic and result-oriented individual with broad range of knowledge and experience in business analysis and salesforce management/configuration, while providing exceptional customer service. Adept at managing the entire lifecycle of sales towards achieving organization’s goals. Astute individual with exceptional ability in performing routine Salesforce data and project management while interfacing with the development teams. Possesses demonstrated leadership skills that align teams and strengthen brand loyalty through the implementation of programs towards enhancing development. Committed to strengthening interdepartmental collaboration, promoting high sales, business, whilst exceeding corporate mandate and spearheading operational improvements to drive productivity and reduce costs. Focused on driving continuous improvement through the implementation of innovative ideas, exceptional business and sales skills.
• Excellent Communication & Interpersonal skills
• Customer service/retention
• Business analysis
• Sales management/configuration
• Strategic planning
• Project management
• Numeracy skills
• Process improvement
• Organizational skills
• Multitasking
• Leadership skills
• Flexibility
• Teamwork
• Decision making
• Analytical thinking

TECHNICAL SKILLS:

Methodologies: SDLC, Waterfall, Agile, Scrum

Project Management: Microsoft project, Microsoft office, Microsoft Excel, MS Visio, Visual studio

Reporting Tools: Tableau Desktop, Tableau server, JIRA, Rational Requisite Pro, Clear Case, Clear quest

Business Analysis software: MS Visio, SharePoint, Smart draw, Adobe Acrobat, Adobe Lifecycle Design

Salesforce: Lightning Salesforce.com, Classic Salesforce, Sales cloud, Health cloud, Marketing cloud, Service cloud, CRM, Visual Force, Email templates, Workflows & Approvals, DML, Import Wizard, SOQL, SOSL

Change Management: Stakeholder Analysis, Change classification, Prioritization and Implementation

Operating systems: Windows 7/2008/2003/XP, Mac, LINUXLanguages: C, Java, Visual basic, HTML, SQL server, SQL database, APEX

PROFESSIONAL EXPERIENCE:

Salesforce Business Systems Analyst

Confidential, Richmond, VA

Salesforce Responsibilities:

• Worked with one of the fortune 200 companies as a Salesforce Admin and Business systems Analyst.
• Worked extensively on Salesforce Lightning CRM, Salesforce workbench for creating Confidential Compliance reports and Quarterly Audits.
• Worked with Profiles about 7100 end users, User licenses and Companies wide licenses.
• Pull Queries from GITHUB and run SOQL queries for generating reports.
• Designed, and deployed the Custom objects, Custom tabs, Entity-Relationship data model, Validation rules, Workflow rules, Page layouts, Queues, Profiles, Roles, Users, Public Groups, and Sharing Rules.
• Provide administration and support for Salesforce database.
• Maintain Salesforce security and sharing procedures in support of Product teams’ requests for new profiles, roles, permission sets, objects, and fields.
• Administered Salesforce users/profiles, Solve Adhoc requests and answering questions about platform.
• Develop training materials and providing training to End Users/Clients.
• Implemented Email to Case functionality to track tickets/requests.
• Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.
• Migration of data from Microsoft Excel to Salesforce using Import Wizard
• Knowledge in SOQL and SOSL with good understanding of Governor Limits for data manipulation needs of the application using platform database objects.
• Mass data Management using Data Loader to insert, update, and delete data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.
• Defined lookup and master-detail relationships on the objects also created junction objects to establish many to many relationships among objects.
• Developed and configured various Report Types, and Report Folders with various levels of permissions to different users within same folder.
• Worked with Business Development management to create system and process improvements to assist the company in reaching its strategic and commercial goals.
• Leads cross-functional initiatives and collaborates closely with product teams and Operations team along with Business line.
• Collaborate with Confidential IST, Internal Audit, and Compliance teams to gather requirements to align the Salesforce platform with security standards, and support ITGC testing, maintenance and review across the Salesforce platform.
• Refined business needs and features into development-ready user stories and partner with the Product Owner to create a well-organized team backlog
• Followed agile methodology and used Leankit for Maintaining and tracking Project management.
• Tracks, manages and resolves daily support requests, issues, and administrative needs of users to keep pace with rapidly changing program operations and procedures
• Worked on ServiceNow different Ticketing types Incident reporting, Change Request reporting, Salesforce Requests, measuring change Ticketing volume and response for each type.
• Built reports for each reporting and maintains Runbook and Training material.
• Built Release Metrics to maintain each release event and its status along with Release pipeline User story or feature releasing, if failure what reason of failure and release result.
• Worked on State of DevOps concept and applied to Release metrics which is a brand-new concept I initiated and providing meaningful data and analytics.
• Assist in platform security management (including profiles, permission sets, and role hierarchy management) and support cross-team analysis and discovery activities for the Platform team.
• Supports the systems and processes required to enable the sales team to succeed
• Manage platform team backlog and collaborate with team owner/manager to prioritize features and refine user stories.
• Support cross-team requirements and dependencies to ensure a holistic solution across multiple Salesforce Product teams.
• Advise on Salesforce best practices for security and access management to meet business needs and Confidential security standards.
• Did Gap Analysis between Service Now Change requests and Release metrics Requests and figuring out gaps between two.
• Created Score cards, Dashboards on Release analytics and giving presentations with all product teams also illustrating how their performance compared to previous releases and providing key solutions to improve Technically and analytically.
• Analyzing Companies Release management and change management data and provides key solutions.
• Worked with business teams to improve Risk handling methods and Risk prevention steps in future.
• Developed and manages technical and business documentation, operating procedures, and training materials
• Reports key performance metrics and dashboards that help the sales organization focus on performance drivers
• Creates and analyzes data sets to identify trends, patterns, and data anomalies.

Environment: Salesforce.com Lightning, Salesforce Workbench, Sales cloud, Service cloud, Marketing cloud, ServiceNow, Leankit, Microsoft Teams, MS Excel, MS word, Tableau

Confidential, Richfield, Minnesota)

Salesforce Responsibilities:

• Provides guidance concerning business implications of CRM and Salesforce.com development for multiple Salesforce Migration projects.
• Outlined the organization hierarchy and created profiles, roles accordingly in Salesforce, whilst worked on visibility and security settings around them as required by the business.
• Created and maintained validation rules to be used in the Workflows, Auto Assignment Rules and Auto Response Rules related to Lead Management module in Sales Cloud on Lightning Salesforce.com.
• Worked on Integration of Sales cloud with external information systems using SOAP API web services.
• Developed data mapping and integration of data from Salesforce.com Objects and fields to both Hogan CIS (Mainframe), Deluxe System.
• Worked with integration from Salesforce to Deluxe system through Oracle EBS and Tibco and same for Salesforce to Hogan Integration call. Imported and retrieved data from ETL source for customer records.
• Administered Sales Cloud and involved in creating multiple analytical reports/ dashboards with varying degrees of complexity and maintains data security in various sandboxes.
• Analyze, anticipate and support data and reporting requirements for corporate risk solutions including management and board reporting as well as data needs for regulatory and audit requests.
• Customized various Lightning Salesforce.com Standard Objects Leads, Account, Contact, Opportunity and custom objects.
• Monitor new Salesforce released features and functionality to provide recommendations for process.
• At times play Techno-functional role and resolve technical as well as functional issues in Salesforce.com platform Implementation.

Salesforce Business Analyst

Confidential

SalesForce Responsibilities:

• Works within Lightning SalesForce.com to assist with the configuration and workflow processes, whilst validating rules and data migration from Siebel to Salesforce.
• Worked with business owners to understand their requirements for Salesforce Marketing cloud application.
• Created journeys and implemented marketing campaigns using marketing cloud tools like Journey Builder, Email Studio and Automation Studio on Lightning Salesforce.
• Accurately and efficiently register new patients, enter/update information from established patients using Epic and Salesforce health cloud software; while maintaining patient privacy in accordance with HIPAA laws. Verify insurance eligibility using par grid and e-verification.
• Implemented Import Wizard to load data from Marketing cloud to Service cloud. Helped in developing strategy and roadmaps for email marketing programs to drive acquisition, customer retention, customer growth, and demand generation to achieve quantifiable revenue goals on CRM.
• Used Conga to merge and export data from Salesforce into a formatted Excel Spreadsheets that can contain images, text and tables.
• Experienced Summarized columns to summarize rows that contain columns of numeric data of sales and revenue and applied filters.
• Customizes Page Layouts for Accounts, Opportunities and Contacts in compliance with Users roles and groups.
• Refactors Lightning Process Builders constituting updates on same records to Apex code, as multiple recursion of Triggers keeps occurring towards avoiding business disfunction.
• Works on SOQL and SOSL, coupled with good understanding and implementation of Governor Limits for data manipulation needs of the application using platform database objects.
• Conducts manual testing to verify and validate the application manually.

Environment: Agile/scrum version 1, Lightning Salesforce.com, marketing cloud, Service cloud, SQL, SOQL, Apex, Tableau, JIRA, UAT, MS office suite

Jr. SFDC Business Analyst

Confidential, Des Moines, IA

SalesForce Responsibilities:

• Outlined the organization hierarchy and created profiles, roles accordingly in Classic Salesforce, whilst worked on visibility and security settings around them as required by the business.
• Successfully created new custom objects, assigned fields, designed page layouts, custom tabs, validated rules and components on Classic Salesforce .
• Worked on service cloud module such as web-to-case, Escalation rules, and Assignment rules.
• Developed cluster analysis to segment credit and debit card portfolios, including the provision of marketing recommendations.
• Configured security and shared rules at object, field and record level for different users within the organization.
• Integrated data from multiple sources and systems to generate routine or ad hoc reports.
• Writing the test cases and performing tests on Triggers and Visualforce Pages developed on force.com platform.
• Responsible for creating-managing dashboard, reports, forms, templates and layouts within classic Salesforce.
• Designed different custom dashboards for various user groups based on their business functionality needs.

Environment: Waterfall /Agile, Classic Salesforce CRM, Tableau, Service cloud, Sales cloud, SQL Server, MS Office, JAD, UAT, TFS, Manual testing, change management

Business Analyst,

Confidential

• Visualized customer site navigation to identify bottlenecks, enhance site navigation and increase customer satisfaction via Scenario Analysis.
• Performed numerous duties including Account and Contact Management, Sales Forecasting, Content Development, Order fulfillment, amongst others.
• Responsible for analyzing and refining business and functional requirements.
• Responsible for managing go-to-market and marketing communications strategies, identifying growth opportunities, driving business unit profitability, and managing product portfolios in collaboration with Sales and Engineering
• Initiated and implemented various strategies involved in website usability, functionality and compatibility testing.
• Creating product marketing strategies to support corporate P&L objectives
• Implemented the UML methodology in creating UML diagrams such as Context, Use Case and Activity diagrams, Sequence diagrams, class diagrams, using Enterprise Architect and Visio.
• Maintained and monitored project progress and status from inception through to completion via Microsoft Project.
• Actively involving in preparing Manual Test Scenarios / Test Cases and executing Test Cases.
• Created web page layouts for online applications using visual basic and coding on .NET programming.
• Analyzed and exchanged administrator; designed, developed and maintained the web-based, automated accounting systems and various other applications using Visual Basic and SQL Server.
• Conducted JAD sessions with key stakeholders in discussing alternate solutions for process improvement.
• Responsible for analyzing product information using actuarial design documents, contracts, business processes, sales illustrations, annual statements, amongst others.
• Determined the level of formality required by taking into consideration options for documenting and packaging requirements based on project type, priorities and risks.
• Developed and implemented strategies in analyzing, categorizing and managing requirements.

Environment: RUP Methodologies, MS project, MS Visio, Visual basic, MS office, HTML, SQL, Documentation

System Analyst

Confidential

• Worked in collaboration with the management at various stages of data analysis in creating MS Excel charts (Pivot tables, VLOOKUP’s, formula and calculations) for project needs.
• Troubleshot production issues in a timely manner and provided internal support when needed.
• Created custom forms in InfoPath 2010 for SharePoint 2010 Document Libraries.
• Prepared internal quarterly and annual portfolio, while monitoring reports on regular basis.
• Reviewed current trends in retail industry and created PowerPoint presentations for clients accordingly.

Environment: MS EXCEL, Power point, smart draw, SharePoint, MS Word, SQL 2014, Customer service

Intern

Confidential

• Consistently updating the mailing list database in Excel to maintain accurate and up-to-date clients’ data.
• Completed all tasks assigned within a limited time frame.
• Effectively troubleshot computers when needed.
• Successfully set up small business networks