SUMMARY:

• As a certified (ADM 201) Salesforce Administration expert who can oversee case creation, manage configuration, and rectify issues for users within a SFDC along with another CRM platform. Has a proficient understanding of Salesforce configuration including permission sets, roles, profiles; page layouts, record types and new fields. Initiates excellent customer service and which can promote quality customer service while solving problems.
• A self - motivated and well-organized team player with over 5+ years of experience in the Salesforce.com implementation / configuration / integration and administration.
• Certified Salesforce.com Administrator, and proficient in Sales Cloud.
• Experienced in configuring and maintaining user security permissions in compliance with organizational needs.
• Experienced in Data Modeling with Standard & Custom objects, object relationships.
• Proficient in the utilization of Salesforce Data Migration and Manipulation tools like Apex Data Loader and Custom Import Wizards.
• Experience in Salesforce customization and setting up Profiles, User Accounts and Objects with appropriate Page Layouts, Related Lists, Tabs, Roles, Validation Rules, Sharing Rules, Workflow Rules, and Approval Processes.
• Proficiency in UI Customization of navigation, Buttons and Links, Page Layouts, record types and List views.
• Strong work experience in Data Security access to org, objects, fields, records, creating sharing rules, org wide defaults.
• Experienced in designing and building complex business process using Lightning Process Builder.
• Proficiency in performing data cleansing using data loader and mass import/export.
• Proficiency in Creating Various Reports and Dashboards.
• Proficiency in App Exchange App Installation and package deployment.
• Experience with setting up of Salesforce Customer & Partner Communities.
• Created technical documents, training materials and solutions.
• Quality Interpersonal skills, good communication skills and troubleshooting capabilities.
• Capable of rapidly learning new technologies, adapting to the dynamic processes, and successfully applying them to projects and operations.

HIGHLIGHTS:

• Custom Reports and Dashboards
• Account and Lead Management
• Security, Roles and Sharing Rules
• Lead lifecycle implementation and management
• Campaign Management
• Modifying Standard Objects
• Manage users and opportunities
• Custom Formula Fields
• Data Types and Record Types
• Data cleansing
• Page Layouts
• Custom Objects
• Communication Templates
• Pipeline management and process review and enhancements

PROFICIENCY IN SALESFORCE ADMINISTRATION:

• Create and Manage Changes to the System
• Maintain System, Security and Integrity
• User Assistance, Training, Adoption and Satisfaction
• Process Creation, Documentation and Maintenance
• Data Quality, Migration and Maintenance
• Report and Dashboard Creation and Maintenance

WORK EXPERIENCE:

Confidential, Houston, TX

Salesforce Administrator

Responsibilities:

• Proactively seek out and identify needed system changes.
• Proactively gather feedback from users.
• Manage system changes without interruption to the user.
• Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation.
• Gather requirements from end users.
• Modify the system to increase benefits and usability.
• Manage the change control process and “Change Management” Committee
• Manage all processes that impact / relate to Salesforce.com.
• Manage new releases of SFDC and efficiently roll out new features.
• Create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions.
• Create custom objects when necessary.
• Handle on-going customization/ alteration of Salesforce.com.
• Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment.
• Create new reporting capabilities and respond to ad-hoc reporting requests as needed.
• Provide support functions as needed.
• Provide sales and financial data to company executives.
• Map salesforce.com hierarchy in response to personnel changes.
• Reassign Accounts, Contacts, and Opportunities in response to personnel changes.
• Grant/ remove and maintain user licenses.
• Maintain security including sharing rules and security levels.
• Design, Create and maintain user roles, profiles and hierarchies.
• Monitor application storage usage and archive data as needed.
• Create and administer training to existing or new users/groups.
• Provide one to one training to end users on an on-going basis.
• Expand use of Salesforce.com - attend planning meetings, assist with determining if /how salesforce.com can be used in new ways as opposed to purchasing a new internal system.
• Assist sales management to create processes in salesforce.com to help monitor activities, trends, sales and leads.
• Communicate regularly with user base regarding new features, enhancements and changes to the system.
• Monitor usage and mentor users/groups needing assistance.
• Continually seek ways to further enhance the end-user experience.
• Document company processes and workflows.
• Develop process documentation and field maps.
• Create new processes and associated reporting.
• Assist with migration from older systems/processes into Salesforce.com.
• Monitor neglected Leads, Opportunities, Accounts, and Contacts as appropriate.
• Import data as appropriate.
• Monitor and manage exception logs for back end system integration with SFDC.
• Manage duplicate records.
• Monitor and improve data quality.
• Ensure data integrity by merging duplicate Leads, Contacts, and Accounts; performing mass uploads and updates of data as required; Removing unnecessary fields and data; ensuring screens, fields and workflow have accurate names and reflect current workflow.
• Create and maintain dashboards.
• Create and maintain reports including folder maintenance.
• Develop complex, macro driven reports to summarize system information for Senior Management.
• Build and manage report folders for reps to improve sales efficiency.

Confidential, Washington, DC

Salesforce Administrator

Responsibilities:

• Solved level I and level II cases via the support portal where creation of account(s) and/or configuration was required.
• Maintained and customized Salesforce.com scopes such as users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions.
• Strengthened data credibility by performing quality assurance tests on new accounts and assets
• Directed tests for new enhancements, features, users and bugs within the SFDC platform.
• Organized user scripts for testing purposes for enhancements, features, users, accounts and bugs within the SFDC platform.
• Planned, managed and updated training guides for new version releases of the SFDC platform and applications.
• Created and maintained training materials for external and internal users.

Confidential, Washington, DC

Billing/Invoicing Administrator

Responsibilities:

• Improved front line support of internal and external clients, as well as other site users via case and phone support.
• Oversaw knowledge gaps to create and manage knowledge base support articles for external and internal users.
• Built internal training guides to keep team communication current and consistent for communication with external and internal users
• Salesforce CRM admin trainee.
• Developed, implemented and served as Administrator for Salesforce.com implementing best practice and usage adoption strategies
• Planned and directed best in class customer service program
• Highly skilled at Microsoft Office suite and extensive Excel experience and formula development
• Experienced in analytic software including SPSS, Stata and Tableau