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Salesforce Consultant/project Manager Resume

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San Antonio, TX

SUMMARY

  • Over 10 years of experience in Information Technology and Digital Marketing Automation wif over 3 years of experience in Salesforce.com as Administrator and Business Analyst and over 4 years of experience in Microsoft Dynamics CRM.
  • Experience working efficiently wif cross - functional teams for process streamlining.
  • Experience in Salesforce administration, configuration, data migration, system integration, customization and implementation and familiarity wif Visualforce (Pages, Components, Controllers) MVC architecture and Apex (Classes, Controllers & Triggers).
  • Migrated an org to Salesforce Lightning view from Salesforce Classic view, Created Lightning Record Pages and set up as per client requirements. Modified components at teh page level using Lightning App Builder.
  • Extensive experience in designing validation rules, custom objects, custom fields, role based page layouts, workflow alerts, actions, picklists, approval processes, record types, dashboards, custom tabs, custom reports, report folders, report extractions to various formats, and email generation according to application requirements.
  • Experience in SFDC Administrative tasks like creating Profiles, Permission Sets, Roles, Users, Record Types, Email Services, Reports, Dashboards, Tasks and Actions.
  • Exposure of working in both Salesforce Classic and Lightning UI
  • Experience in implementing technology-enabledbusinesssolutions
  • Hands on experience in all phases of Software Development Life Cycle (SDLC), Requirement gathering, Analysis, Design, Development and Testing of applications. Experience wif working in Agile, Scrum & Waterfall methodologies.
  • Possess knowledge of CRM processes like Sales, Marketing, Customer Service and Customer Support,Business processes and recommended solutions to improve processes management using Salesforce.com
  • Possess a comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management and Case Management.
  • Highly organized, detail-oriented professional wif strongbusinessand technical skills. Highly motivated team player wif excellent communication, presentation and interpersonal skills. Willing to work in a challenging and cross-platform environment.
  • Extensive experience of managing other marketing automation tools as well as website CMSs like Kentico and WordPress and Analytics platforms such as Google and Facebook Analytics.
  • Interacted wif Customers for requirements elicitation and created BRD for Salesforce.com implementations. Experience in providing production support, analyzing teh cause and fixing it.
  • Excellent analytical, de-bugging skills and documentation skills.
  • Great team player also worked individually on different modules of teh Project.

TECHNICAL SKILLS

Salesforce.com Technologies: Apex Trigger, Batch Apex, Schedule Apex, Apex Class, Visual force (Page, Component & Controllers), Web Services API, Workflows, Approvals, Profiles, OWD, Permission sets, Sharing Rules, Email Services, Data Loader, Basic Reports setup, Force.com Sites, Salesforce.com Communities, Lightning, Case Management.

Tools: Force.com, Data Loader, Force.com Connect for Outlook/Gmail, Force.com Platform (Sandbox & Production), Visuaforce, Apex, SOQL and Workflows, Apex Data Loader, Force.com, Workbench.

CRM: Microsoft Dynamics

Other Technologies: Microsoft Office Suite, WordPress CMS, Kentico CMS and EMS Platform Google G-Suite (AdWords, Analytics, Tag Manager), Adobe Marketing Stack, Facebook, Twitter and LinkedIn Analytics and Hootsuite.

PROFESSIONAL EXPERIENCE

Confidential, San Antonio, TX

Salesforce consultant/Project Manager

Responsibilities:

  • Analyzed teh business requirements and mapped to Salesforce.
  • Enabled Salesforce.com Lightning to an Org. and converted teh entire org into lightning version of salesforce.com from teh classic version of Salesforce.com CRM system and provided lightning access to teh users.
  • Using Salesforce Lightning configured custom objects, profiles, Lightning record pages, Lightning homepage setup as per profiles using page layouts and Lightning App Builder.
  • Customized Lightning homepage to create new tasks and events from teh home screen.
  • Designed and Implemented a custom lead conversion process by creating lightning components.
  • Created generic components to make teh reusable deposit wif all teh similar requirements.
  • Created Lightning Quick action and Global action buttons and invoked Lightning components.
  • Involved in data migration from Excel to Salesforce using Apex Data Loader.
  • Developed and deployed workflows and approval processes for opportunities and products / assets management.
  • Created user Roles, Profiles, security controls and sharing settings.
  • Worked on various AppExchange products according to teh needs of teh organization.
  • Responsible for all teh activities related to configuring Data Loader, uploading data in CSV files into Salesforce.com, checking for teh correctness of teh data.
  • Implemented Case Management by creating record-types specific to teh user groups, assignments rules, escalation rules, case templates, workflow rules and actions, etc.
  • Created teh workflows for automated lead routing, lead escalation, alerts and custom coaching plans.
  • Participated in daily scrum meeting wif team using agile development methodology.
  • Interact wif Business Analysts and Developers to design better test plan and strategies based on teh requirements of teh business.
  • Designed various HTML Email templates for Auto-Response to customers.
  • Deployed custom applications, Visualforce pages, Apex classes and Triggers from Sandbox to Production.
  • Created Visualforce pages and Visualforce components to achieve custom functionality.

Environment: Salesforce.com Platform, Visual Force Pages, Components and Controllers, Data Loader, Workflow and Approvals, Reports, Custom Objects, Tabs, Email Services, Security Controls, Dashboards, Reports, Sandbox, HTML.

Confidential, St. Louis, MO

Salesforce Administrator

Responsibilities:

  • Assess and respond to user requests for product or service support; identifies, recommends, and presents possible solutions
  • Assist wif interpreting business requirements to develop, maintain, and/or modify changes to teh support model, including gathering requirements, evaluating and interpreting user requests
  • Performs application administrative functions, including implementing and/or managing end users requests
  • Performs operational configuration changes for supported products, Manage change requests, issues, and defects
  • Follow teh change/enhancement process to document and communicate requests; provides follow-up; ensures completion of requests
  • Resolve inquiries pertaining to teh functional or work-flow operation of end-user products
  • Provide subject matter expertise and best practices for problem resolution and product operation to ensure customer satisfaction
  • Log, track, analyze, and report on requests from end users
  • Assist wif teh development and maintenance of documentation for internal support and/or training
  • Participate in QA testing of new products and enhancements
  • Act as a resource on projects relating to services/interface wif stakeholders, including analysis, documentation, testing of user requirements, performance and reporting; participate in initiatives to determine feasibility, define alternatives, and recommend solutions
  • Pro-actively monitor maintenance schedules; assist wif developing communication plans for planned and unplanned outages
  • Assist wif task automation and process improvements, as directed
  • Maintain established service level agreements to meet customer expectations and quality standards
  • Protect our customers, our employees, and our brands by incorporating security and compliance in all decisions and daily job responsibilities; follows security policies and procedures
  • Involved in Business requirement meetings like gathering information for IT team and also analyzing teh information provided by Business.
  • Interfaced wif Business user to update teh business requirement document as well as testing document.
  • Analyzed teh existing process to build an Architectural Design for Real Time Process.
  • Developed Technical Design Document after analyzing teh different scenarios.
  • Mainly worked wif Lead Management in SFDC.
  • Created page layouts, organized fields and other components on a record detail and edit pages.
  • Developed Classes, Triggers, Visualforce pages and controllers.
  • Implemented teh complete case management solution.
  • Worked on Email handling requirements for assigning teh leads to Agents.
  • Used Dashboards and reports to show teh performance of teh offices and also time taken to assign Leads.
  • Been a part of Unit testing and guided my offshore Developers.
  • Developed custom objects and custom tabs for various modules of applications.
  • Prepared various test cases to test teh functionality of teh code in accordance to teh governor’s limits.

Environment: Salesforce Enterprise Edition, S-controls, Apex, Visual Force (Pages, Component & Controllers), Data Loader, HTML, Workflow & Approvals, Reports, Custom Objects, Escalation rules, Security controls, Email Services, Sandbox data loading, chatter, Force.com, Import Wizard.

Confidential, Austin, TX

Salesforce Administrator / Business Analyst

Responsibilities:

  • Involved in Salesforce.com Application Setup activities and customized teh apps to match teh functional needs of teh organization.
  • Designed and deployed teh Custom objects, Custom tabs, Entity-Relationship data model, Validation rules, Workflow Rules, Email Alerts, Page layouts, Components, Visual Force Pages to suit to teh needs of teh application.
  • Handled multiple roles as a Salesforce Administrator as well as a Knowledge User for a CRM unification project across seven business units.
  • Involved in requirements gathering for teh business and analyzing teh information provided by teh business.
  • Customized triggers for automating key business processes including payment authorizations and a pending activities tracker for business leads spanning seven different business units.
  • Worked wif Chatter and Mobile Implementations.
  • Implemented field level security, profiles and audit trial setup. Established deployment strategy for deploying.
  • Responsible for all teh activities related to configuring Data Loader, uploading Data in CSV files into Salesfoce.com, checking for correctness of teh data.
  • Used SOQL, SOSL to select teh data from salesforce.com platform database.
  • Created Workflow Rules to automate Tasks, Email Alerts, Field Updates, time-dependent actions and Outbound API Messages.
  • Worked on Leads, Contacts, Accounts, and Opportunities. Segregated Leads and Contacts to teh appropriate salespeople across teh seven business units. Used teh Dupe Blocker app on AppExchange to filter duplicate Leads and Contacts. Customized business logic to automatically create a Contact for every Opportunity.
  • Monitored functional and integration test execution on Salesforce CRM in teh Salesforce.com, and interfaces interacting wif Salesforce.
  • Developed reports for lead generation as well as campaign and activity reports for each of teh business units in teh organization.
  • Configured workflows wif time based actions to send email alerts based on teh escalation level for cases and leads.
  • Deployment of code from sandbox to production using Force.com IDE tool.

Environment: SalesForce.com CRM Application Platform, Visual Force, Components and controllers, HTML, Custom Objects, Tabs, Page Layouts, Workflows, Approval Processes, Email Services, Dashboards, Reports, Sandbox.

Confidential, Atlanta, GA

Salesforce Consultant

Responsibilities:

  • Involved in various activities of teh project, like information gathering, analyzing teh information, documenting teh functional and non functional requirements.
  • Worked wif teh user group for requirement gathering throughout teh planning and implementation.
  • Worked on various SFDC standard and custom objects like Accounts, Contacts, Cases, Contracts, Entitlements, Opportunities, Price books, Products.
  • Worked wif Apex Classes, Apex Triggers and Visualforce pages.
  • Developed various Custom Objects, Tabs, Components and Visualforce.
  • Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people
  • Developed Custom Objects, Custom Reports and dashboard on regular basis for teh sales performance and lead generation statistics.
  • Designed solution and configured Salesforce.com Case, Solution, PRM & Customer portal Modules.
  • High End Process and Application Customization using Apex & Visualforce.
  • Preparation of Pseudo Code and Test Cases.
  • Performing of Unit & System Tests.
  • Created various reports (summary reports, matrix reports, pie charts, dashboards) and setup report folders to authenticate users based on their profiles (permissions).
  • Customized teh Dashboards to teh track usage for productivity and performance of business centers and their sales teams.
  • Provided teh training to teh internal business users to use teh application and develop their own custom reports.
  • Application Support & Knowledge Transfer to App support.

Environment: Saleforce.com platform, Visualforce (Pages, Components, Controllers & Extensions), Salesforce.com Data Loader, Workflow & Approvals, Reports, Custom Objects, Email Services, Web Services, Force.com IDE.

Confidential

CRM and Digital Marketing Specialist

Responsibilities:

  • Worked as primary project manager for Microsoft Enterprise 2013 based educator CRM maintaining an active client base of over 106,500 members
  • Managed Data Clean up, Annual Data Migration for CRM as well as integration wif external plug ins such as Voter Voice and V-Value
  • Managed Content Management for all ATPE Websites based on WordPress and Kentico CMSs.
  • Managed data and website migration from Kentico ver. 7.3 to 8.2 and subsequently to ver. 10.
  • Experience wif web technologies like HTML, XML, CSS.
  • Supported off-shore staff of 6 members for identifying incident fixes and enhancements
  • Handled Migration Projects and Possessing sound knowledge in database management and backend programs (stored procedures, triggers, functions etc.).
  • Setup, maintained, and optimized Email marketing campaign utilizing Emma, Constant Contact and Mail-Chimp.
  • Managed In-house Media CRM in Meltwater PR.
  • Content Curation of all ATPE Websites and Blogs.
  • Management of teh ATPE Services and Discounts Loyalty Program.

Confidential

Web Services and CRM Project Manager

Responsibilities:

  • Oversaw migration of existing website from WordPress to Kentico, overseeing all content migration, creation of XML Sitemap
  • Optimized all websites for SEO / SEM considerations.
  • Worked on integration of Customer CRM (Microsoft Dynamic Environment) for web service delivery in line wif established SLA.
  • Handled Migration Projects and Possessing sound knowledge in database management and backend programs (stored procedures, triggers, functions etc.).
  • Established complete Digital Marketing stack wif end-to-end campaign management for Search, Display (CPM/CPC) and Social Media advertising.
  • Integrated new digital marketing stack wif bolt on services wif Google AdWords, Google Universal Analytics and Google / Facebook Tag Manager.

Confidential

Website and Social Media Manager

Responsibilities:

  • Data migration of tour booking and customer information CRM to new in-house CRM from Excel.
  • Oversaw creation of Digital Marketing Stack integrating Hootsuite, Google Classic Analytics and Mail-Chimp
  • Integrated Social Media Channels (Twitter, Facebook and Instagram) wif Hootsuite for a comprehensive digital media following.
  • Developed SEO compliant Website project for 11 new destinations across Asia.
  • Optimized website and digital marketing for SEM and SEO considerations
  • Curated Content for Easy Tours Websites and Blogs

Confidential

Manager Marketing Strategy and Business Support

Responsibilities:

  • Part of project team to deploy Temenos T-24 Core Banking System
  • Deploying Nimbus ATM Control Switch across a network of 175 ATMs
  • Managed teh successful re-branding of teh bank wif a new mass market positioning and campaign.
  • Handled teh advertising and PR of teh corporate brand and over 30 independent product lines.
  • Managed an annual marketing budget of over $2 million for ATL Advertising and Network Branding.
  • Organized 9 successful sales incentive events in 7 countries.
  • Managed teh product development and business planning function for retail banking.
  • Launched staff incentive programs dat led to a growth of over 48,000 NTB accounts in 2 years.
  • Launched insurance sales promotions dat increased sales from $30,000 to $2.4 million in three years.
  • Launched remittance incentive promotions for staff and customers dat increased inward traffic from 12,000 transactions to over 540,000 in two years.
  • Managed three deposit mobilization drives dat increased bank’s book by $200 Million in low cost deposits.
  • Successfully launched enhanced business lines including deposit accounts, mutual funds, cards business, inward remittances, trade services, consumer assets and technology services wif independent campaigns.
  • Organized network expansion opening ceremonies at over 100 locations in five years

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