SUMMARY:

• Highly skilled CRM professional with almost 6+ years of experience in Salesforce.com CRM as Salesforce Consultant.
• I was involved in implementation, configuration, customization, administration, security, integration, workflow approvals, data validation, data migration, post - production support and analysis of sales, marketing and customer service.
• Worked on various Salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunities, Cases and Activities.
• Created data mapping for integrating various systems in Salesforce.com.
• Configures and integrates Salesforce.com with AppExchange applications.
• Experience in creating Lightning Components and used Lightning Design System to convert existing Visualforce pages to lightning components.

SPECIALTIES INCLUDE:

Business processes: Sales, Marketing, Service Requests and Activities, Opportunities, Quotes and Proposals, Order Management, Campaign Management, Case Management, Contract Management, Pricing, Approval, Partner Deal Registration, Data Cleansing and De-duplication, Agreements and Entitlements.

Salesforce Technologies: Salesforce.com, Force.com, Visualforce, Lightning, Marketing Cloud, Sales Cloud, Service Clouds, Community Cloud, AppExchange.

Marketing Cloud: Email Studio, Mobile Studio, Social Studio, Advertising Studio, Web Studio, Analytics Builder, Journey Builder, Content Builder, Personalization Builder, Audience Builder.

Sales Cloud: Accounts & contacts, Marketing & leads, Opportunities & quotes, Workflow & approvals, Email & calendaring, Partner management.

Service Cloud: Case Management, Activities, CTI Integration, Contracts and Entitlements, Call Scripting, Live Agent Chat, Solution Management, Service Cloud Console, Social Service, Communities for Service, Asset Management, Knowledge Management, Partner Service Collaboration.

Salesforce Data Management: Data Import/Export Wizard, Data Loader, using APIs.

Configure, Price, Quote (CPQ) Tools: Salesforce CPQ (Steelbrick), Apttus.

ETL/Integration Tools: Informatica, Apex Data Loader, Force.com Workbench, Boomi.

Databases: Microsoft SQL Server, MS Access, Oracle, MySQL, DB2, Teradata.

SDLC Methodologies: Agile, Scrum, Waterfall, Hybrid.

Other Tools/Technologies: Google Analytics 360, JIRA, Agile Accelerator, Confluence, MS Office, MS Visio, MS Project, HPQC, Servicenow, Mockingbird.

CHRONOLOGICAL WORK EXPERIENCE:

Salesforce Consultant

Confidential, Atlanta, GA

Responsibilities:

• Key member in implementation and deployment of Salesforce and Marketo platforms along with Service Cloud, Sales Cloud and Community Cloud.
• Involved in deploying the CRM tool Salesforce.com to include: business requirement development, dashboard development, report & list view development, process flows and documentation.
• Created a new login to identify any Marketo modifications to Lead and Contact records within Salesforce.
• Salesforce CPQ configuration including Product Rules, Price Rules, Features, Options.
• Configured the customer journeys with the company, worked on Journey Builder, Email Studio and Automation Studio of Salesforce Marketing Cloud (Exact Target).
• Identifies and gathers requirements and builds out solutions to address issues within Salesforce CPQ.
• Creation of a wide selection of Salesforce reporting and dashboards to focus on all business needs.
• Implemented security and sharing rules at object, field, and record level for different users at different levels of organization, also created various profiles and configured the permissions based on the organizational hierarchy.
• Created apex classes, triggers, batch classes, scheduled apex and test classes to implement business requirements.
• Configured security and organizational hierarchy for sales for Salesforce implementation
• Added new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports. Created various Reports and Dashboard with to assist managers to better utilize Salesforce cloud as a Sales Cloud, Marketing Cloud and Service Cloud
• Implemented Chatter, Chatter desktop, developed public and private groups.
• Used Data Loader for insert update and bulk import or export of data from Salesforce.com SObjects used it to read extract and load data from comma separated values CSV files.
• Integrated the SOAP and Rest Web Services API for extracting the data from external systems to display in the pages of salesforce.com.
• Worked with third party applications such as Docusign on the AppExchange to manage the quote process.
• Wrote triggers to process incoming service e-mail requests from customers to automatically create new case records.
• Interacted with sales team and performed detailed analysis of business and user requirements, designed the solution by customizing various standard objects of SalesForce.com (SFDC).
• Implemented web analytics using Google Analytics to track website traffic and to estimate how traffic to website is changing after the launch of new advertising campaigns.
• Organized Marketing Campaigns, Campaign Hierarchies, Lead Queries, Assignment rules, Web-to- Lead and Auto-Response rules.
• Designed and deployed dashboards including, Sales Performance, SAM Performance, Management and Commercial Performance Dashboards.
• Involved in deploying the AppExchange applications and integrating with third party applications.
• Use Data Loader to clean and push data to Salesforce as well as export, clean and then import data back to Salesforce.
• Customized dashboards to provide daily forecasts and track opportunities, deal registrations and customer engagement.
• Configured and developed the triggers, workflows, validation rules and worked on deployment process from one sandbox to other.
• Design and manage fields, formulas, data validation, custom buttons, page layouts and record types for standard and custom objects.
• Build automated workflow using process builder and flow to update and create new records from opportunities.
• Security integration for new and terminated users: roles, profiles, permission sets, public groups, sharing rules, page layouts.
• Administered and configured Sales Cloud and involved in creating multiple analytical reports with varying degrees of complexity.
• Perform detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com SFDC and using other Platform based technologies like Visualforce and Force.com API.
• Configured the Contract management and revenue management with using of Apttus CPQ.
• Writing the SOQL and SOSL statements within custom controllers, extensions, and triggers.
• Use Conga to create custom reports using queries and Salesforce report tool.
• Participate in daily and weekly agile meetings to go over stories and bugs related functionalities.
• Worked in Production support, handling defects using JIRA defect tracking system, interacting with end users on daily basis.

Senior Salesforce Business Analyst

Confidential, New York, NY

Responsibilities:

• Interacted with various business user groups for gathering the requirements for Salesforce.com CRM implementation.
• Implemented Marketing Cloud with Sales Cloud. Customized Automation Studio, Email Studio, Data Extension and Customer journey as per the business requirement.
• Worked on the Sales Cloud territories to implement, manipulation and Data Integrity tasks such as merging duplicate records and cleaning.
• Worked on various Salesforce objects like accounts, contacts, leads, opportunities, reports and dashboards. Implemented CRM Dynamics to help clients market their products effectively and communicated with all its customers
• Worked with support users and Service Cloud to automate tasks using Service Console, Live agent, Omni Channel and Community.
• Created mash up between salesforce CRM and Gmail through Force.com AppExchange's Email integration engine.
• Involved in Salesforce.com implementation and maintenance of CRM functionalities. Practices administrating Salesforce CRM system using Salesforce Trailhead.
• Configured product and pricing setup using CPQ/Product consoles which include price ramps, Price Matrix, Price Rulesets, price list items, tiered pricing and asset pricing.
• Supporting Marketing team with daily dashboards and reports analytics using Marketing Cloud.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, junction objects and formula fields to the custom objects.
• Utilized Google Analytics and Internal Salesforce Analytics tool to track readership or emails and report downloads.
• Worked on various Salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunities, Cases and Activities.
• Created data mapping for integrating various systems in Salesforce.com. Configures and integrates Salesforce.com with AppExchange applications.
• Build partnership with key stakeholders in the business and across information service cloud.
• Created Email Templates and Mail Merge Templates and was involved in doing the mail merge for different standard and custom objects.
• Involved in configuring product and pricing setup using CPQ /Product consoles which includes Price ramps, Price Matrix, Price Rulesets, Price list items, Tiered pricing and Asset pricing.
• Monitored and resolved the Service Requests, specifically, visibility issues involving Custom Profiles, Public Groups, and Sharing Rules.
• Used eclipse Force.com toolkit for creating Apex classes and Apex Triggers.
• Worked with various salesforce.com objects like Accounts, Contacts, Leads, Cases, Contracts, Reports, and Dashboards.
• Used field level security, profiles and audit trail setup to ensure that protected data is only with authorized users.
• Maintained user accounts sharing rules user roles user profiles field level security content folder rights groups and list view rights.
• Established the connection between Salesforce/Marketing Cloud to enhance contact and contact preference management.
• Worked extensively in customization of Service Cloud Console by embedding Visualforce pages in custom console components, highlight panel and interaction log.
• Provided internal support for the Marketing Cloud application; acted as a liaison between the business users and Salesforce.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports and Dashboards.
• Worked with Salesforce.com objects like accounts, contacts, leads, campaigns, reports and dashboards.
• Maintained user roles, security, profiles and workflow rules wherever necessary.
• Involved in Salesforce.com Application Setup activities by configuring web to lead and customized the apps to match the functional needs of the organization.
• Created custom reports and enhanced Salesforce.com environments as per user needs using Apex and Visual force pages.
• Integrated Salesforce Marketing Cloud with web analytics tool i.e. Google Analytics.
• Performed ongoing enhancements for lead management, covering assignment rules, workflow rules, lead conversion validation rules and list views.
• Implemented case management automation on Case Object to track and solve customer s issues Implemented Email-to-Case entry and manual case entry for entering customer s cases in Cases Tab.
• Designed and deployed the Custom objects Entity-Relationship data model validation rules Page layouts Custom tabs Components Visual Force Pages to suit to the needs of the application.
• Involved in the data transformation and data cleansing activities while transferring the data to the external system using Informatica On-Demand.
• Implemented CPQ System to improve user experience in the Quoting process using Salesforce.
• Implemented and Consumed Knowledge Base Dashboards & Reports AppExchange for providing Reports and Dashboards that monitors the Knowledge Base.
• Imported excel based customer information records into Accounts, Contacts and Cases using Data Loader and Import Wizard.
• Responsible for Apttus CPQ/CLM packages installations and data settings in Dev sandbox.
• Involved in CPQ (Configure, Price& Quote) design and mapped to the Salesforce custom objects and involved in Apttus Advanced Workflow Approvals.
• Worked with SOQL and SOSL queries with Governor Limitations to store and download the data from Salesforce.com platform database.
• Implemented escalation rules, automatic case generation and their escalation to call center representatives, and generated email alerts for quick issue resolution.
• Driven the periodic release cycles and work with business stakeholders to prioritize bugs and enhancements with JIRA.
• Used Agile/Scrum Method for gathering requirements and facilitated user stories workshop. Documented User Stories and facilitated Story Point discussions to analyze the level of effort on project specifications.

Salesforce Business Analyst

Confidential, Las Vegas, NV

Responsibilities:

• Interacted with various business user groups for gathering the requirements for Salesforce.com CRM implementation.
• Implemented Sales cloud and incorporated the enhanced features as required to streamline the business process.
• Worked with a cross-functional Scrum team to maintain and enhance Salesforce Service Cloud applications in iterative release cycles.
• Used Site Catalyst and Google Analytics to track site usage and drop off rates; data used to make site improvements.
• Used Services cloud to manage Cases and Entitlements.
• Used the process automation tools like workflows, Process Builder and triggers for the execution of dependent actions like sending emails, updating fields, create a record, Submit for approval.
• Created validation rules for performing data validations depending on the user's profile and their record type.
• Developed Custom Objects, Custom Reports Tabs and Components and configured the Analytic Snapshots to dump the data on regular basis for the sales performance and lead generation statistics.
• Worked on creating and customizing Page Layouts, Record Types, Email Templates, Validation Rules, Workflows and Approval Processes, validation rules, and dashboard.
• Worked on Apttus Advanced Workflow approvals, Apttus order management, created agreement wizards, validation rules, contract templates.
• Involved in Apttus Product configuration, Finalization, Product catalog for Apttus cart also worked on Pricelist, Complex products (bundles), Standalone products, Category setup, Attributes, Constraint rules configuration and pricing setup of products.
• Worked with Jitterbit tool to load data into salesforce. Worked with Jitterbit to develop process builder automation.
• Maintained, enhanced and created workflows, functions and configurations within the Salesforce.com environment.
• Developed workflows and approval processes for existing as well as new business rules pertaining to Case Management.
• Designed business validation rules for customer feedback and maintain data quality and consistency.
• Created Process Flow diagrams, Use Case Diagrams, Class Diagrams, and Interaction Diagrams using Microsoft Visio and Rational Rose.
• Conducted meetings with business users and SMEs to identify and gather various functional and non-functional requirements.
• Conducted an in-depth analysis of the AS-IS system and what needs to be incorporated in the TO-BE system.
• Created Customized dashboards for the service representatives and case team members to keep track of the cases assigned to them and to share insight across the company.
• Designed the business requirement collection approach based on the project scope and wrote Functional designs using agile methodology with sprints, & daily standups.
• Created team specific Agile process flow in JIRA to move tasks from one activity to another.

Salesforce Business Analyst

Confidential

Responsibilities:

• Implementing the Salesforce applications using Agile Scrum Methodology that involves the iterative development methodology.
• Involving in various activities of the project, like information gathering, analyzing the information, documenting the functional and nonfunctional requirements by interacting with Management and Business Analysts.
• Working with various Standard Salesforce objects like Accounts, Contacts, Cases, Opportunities, Leads, Campaigns, Reports and Dashboards etc.
• Configuring Custom fields, Objects, Tabs, Page layouts, Record Types, Relationships, Custom Buttons, Custom Settings, Custom Labels, Reports, Dashboards, Assignment rules, Escalation Rules and Approval processes as per the business requirement to suit the needs of the application.
• Designing and Developing Validation, Workflow rules and defined related actions - tasks, field update, Email alert, time triggered tasks to implement business logics.
• Creating and modifying user profiles, roles, public groups and permission sets as per the requirement.
• Implementing role hierarchies, sharing rules and record level permission to provide shared access among different users.
• Created relationships in Requirement Traceability Matrix linking Business Requirements to Functional requirements and Functional Requirements to Systems Requirements.
• Conducted Joint Application Development (JAD) sessions with IT groups. Identified the Key Changes and participated in Stakeholder Management to communicate effectively with them.
• Designing, customize and modify software applications to meet the standards performing technical and impact analysis of enhancements.
• Determined Use Cases to support requested change/business needs and for justification.
• Created complex JIRA workflows including project workflows, field configurations, screen schemes, permission schemes and notification schemes.
• Developed business architecture using requirements such as scope, processes, alternatives, risks and executed functional documents using Agile methodology.