SUMMARY

• Business Analyst with extensive experience solving complex challenges and creating customer - centric teams to drive bottom-line results.
• Proficient in Salesforce.com (SFDC), including using Data Loader and Process Builder and creating profiles, roles, users, page layouts, reports, dashboards, and flows.
• Skilled in designing custom formula fields, field dependencies, validation rules, workflows, and approval processes for automated alerts, field updates, and email generation according to application requirements.

PROFESSIONAL EXPERIENCE

Confidential

Salesforce Business Analyst / Admin

Responsibilities:

• Implement and develop projects on Salesforce.com for Sales and other departments including, but not limited to, Customer Service, Marketing, Product Support, Transportation, Commercial Finance and PAC.
• Work closely with business partners to review operational processes and identify inefficiencies and opportunities for automation; create and manage any complex workflow rules, data validation, and triggers.
• Identify resources needed and assign individual responsibilities. Review the status reports of team members and address issues as appropriate.
• Eliciting, analyzing, documenting and managing requirements throughout the project lifecycle (e.g. functional requirements, non-functional requirements, systems requirements, usability/user experience requirements, configuration and integration requirements, data requirements, etc.).
• Effectively apply company methodology and enforce project standards along with identifying and managing project risks
• Develop advanced reports, dashboards, and processes to continuously monitor data quality and integrity
• Training New/Existing users to facilitate strong adoption and ongoing Salesforce user acceptance.
• Use Salesforce Dataloader to export, import and update data.

Confidential

Salesforce Administrative Consultant

Responsibilities:

• Recognized by the client in the “You Made a Difference Category” for efforts in service delivery.
• Developed informative training materials encompassing VIC functions.
• Set up end users and call center agents in Salesforce and provided training.
• Used process builder in Salesforce to create VOC feedback case flow.
• Created a visual flow (cloud flow) to create a child case from the parent case detail page triggered by redirecting to a URL using a customized button.
• Generated custom reports, dashboards, and analytical snapshots for management and various business unit personnel to provide detail information on key performance indicators (KPIs).
• Created reports and folders to assist managers with better utilizing Salesforce as a sales tool.
• Configured reports for different user profiles based on the needs of the organization.

Confidential

Salesforce Analyst

Responsibilities:

• Administrated and monitored the Salesforce application and created workflows for automated lead routing, lead escalation, and email alerts.
• Involved in gathering customer requirements from business user teams in sales, marketing, and customer service.
• Developed field and page layout customization for standard objects, including account, contact, leads, created tasks, email alerts, and field updates, to manage workflows and approvals.

Confidential

Salesforce Analyst

Responsibilities:

• Recognized as the BRAVO Employee of the Month in December 2013 for work on the Honeywell BGA project.
• Worked on creating process for tracking aircraft maintenance schedules and sending email alerts to the end user.
• Developed process enhancements through automations like workflow, approval processes, and escalation rules.
• Configured Data Loader, uploaded data in CSV files to Salesforce.com, and checked for data accuracy.
• Created a custom object to record details from purchase order and created/updated opportunities associated with aircraft in Salesforce, following up at each stage.
• Hosted daily status meetings to capture and manage day-to-day activities and followed up on action items.

Confidential

Assistant, SFDC PMO

Responsibilities:

• SFDC PMO Tool Improvement Project - Gathered business requirements to identify system functionality and created an as-is workflow to understand the mechanics of the existing system.
• Involved in preparing documentation pertaining to usage of the PMO tool for Asia functional users.
• Worked on the frontend design and created page layouts to organize fields, custom links, related lists, and other components on detail and edit pages.
• Prepared and reviewed status reports and created work summary reports.
• Analyzed business requirements and functional specification documents for preparation of test cases .
• SFDC Asset Management Project - Identified duplicated records on Salesforce.com.
• Performed a gap analysis between SFDC and GIB (Global Install Base) by tracing the fields available and eliminating duplicate records.
• Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships, validation, and formula fields to the custom objects.
• Created data validation rules and formulas as per business requirement.
• Performed end-to-end testing and supported user acceptance testing as per specifications to validate data.