Salesforce Application Analyst Resume

SUMMARY:

Equipped with experience as a multilingual, organized and passionate Salesforce.com specialist; experienced in working in cross - functional teams, identifying business requirements and supporting sales/marketing efforts as well as data management and analysis.
Hands-on and detail-oriented IT professional with outstanding problem solving and trouble shooting skills, works well under pressure, and combines a unique blend of customer service, relationship building and technical knowledge; a confident, patient and hard-working employee with a vision for perfection at work.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Application Analyst

Responsibilities:

Provide functional and technical specifications to issues, enhancements or new functionality requests.
Provide assistance on improvement to business processes and practices to ensure consistency, effectiveness and efficiencies within Salesforce.
Develop functional and technical specifications for any fixes, enhancements or new functionality to be carried out in Salesforce
Monitor support inboxes and unassigned incidents to assign to relevant team members. Resolve or escalate issues in a timely fashion.
Ensure Salesforce interfaces run successfully and correct any issues as they arise.
Liaise with and educate the IT Support team to ensure appropriate response to Incidents
Liaise with business users to provide timely prioritized service
Monitor Salesforce interfaces with subsidiary systems.
Work with other members of the Applications team to provide functional and technical solutions.
Automate business processes using Workflow Rules, Validation Rules, Approval Processes, Process Builder, and application integrations.

Confidential

Salesforce.com System Administrator

Responsibilities:

Provide technical support to over 600 end users via phone, email and one to one or group training sessions
Test all aspects of Salesforce on a before releasing it to the user community.
Customize, configure and maintain User Interface, Security Controls, Roles, Profiles, Reports and Dashboards
Maintain complex security and sharing settings across standard and custom objects
Use Data Loading tools for data management including bulk sales assignment changes
Mass transfer/delete records, create and edit record types, page layouts, fields, field dependencies, related look-up filters.
Compose outbound change sets in Sandbox for deployment to production
Create complex formulas used in Workflow and Validation rules.
Undertake any special task as directed from time to time.
Meeting the Corporate Applications support SLA.

Confidential

Salesforce.com System Administrator

Responsibilities:

Performed roles of Salesforce.com System Administrator and Analyst for the ExxonMobil account
Interacted with product team to gather requirements for Salesforce implementation and documented the business and software requirements
Held weekly and monthly training and feedback sessions with sales team
Involved in Salesforce.com application setup via AppExchange to meet the functional needs of the organization
Worked on various salesforce.com standard objects including but not limited to: Accounts, Leads, Contacts, Cases, Reports and Dashboards

Confidential

Customer Service Specialist

Responsibilities:

Provide detailed, secured and accurate entry of specific data into customer accounts.
Maintain an exceptional level of customer satisfaction via telephone and email contacts from customers,
Resolve customer complaints and ensure a high-level of productivity and service at all times.
Regularly achieve excellent scores and surpass targets which were monitored on a weekly basis.