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Customer Service Project Manager

San Ramon, California, United States
January 23, 2018

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PADMA Ph: (510) ***-****


A team oriented, highly motivated and dedicated Salesforce Consultant/ analyst with 12+ years of extensive experience in the industry providing a broad knowledge of all aspects of management as it pertains to business planning and continuous improvement. Strong leadership and teamwork abilities; Delivered projects from proof of concept to production deployment and post-production support.

12+ years experience includes extensive customer facing/interacting, Business Process Analysis, AS-IS, TO-BE and GAP analysis, gathering user requirements, Information Flows, Business Requirement Documents

Experienced in AGILE methodology and conducting AGILE grooming sessions

2+ Years of experience with Salesforce Customization, Security Access, creating profiles, roles, users, page layouts, email services.

5 years in executing the full application development life cycle (Waterfall, RAD, RUP, Agile)

Experience in Salesforce configuration by creating custom objects, custom fields, links, buttons, record types and page layouts

Extensive experience in Salesforce Admin tasks, profiles, workflow automation and approvals

Experience in unit, integration and black box testing, UAT, Sandbox management and release management using change sets, data quality management, reports and dashboards

Experience working with end users and creating business requirements

Extensive experience in leading requirements gathering sessions workshops and documenting business requirements, translating Requirements to functional specifications

In-depth understanding and experience in Data Modeling tool and techniques.

Excellent skills in Business Analysis, OO Analysis, Data Analysis, Requirement Analysis, Project management, Business Modeling and Use Case Development using UML methodology.

Excellent skills in Process Flows, SWIM-Lane diagrams, SIPOC’s.

Experience working with end users to create business requirements. Experience working with development and testing teams to create functional specifications and test cases.


Methodologies: Six Sigma DMAIC methodology, PWC methodologies using Gantt Charts, Process Flow Diagrams, Data flow and Entity-Relationship Diagrams, Use Case Design, UML Modeling, Rational Unified Process (RUP)

Tools: platform, SAP R3 (SM)/SRM, ECC(SD), SCM, Power Point, Eclipse IDE, MS Office, Visio 2010, ARIS 7.2, Rational Rose, Rational Clear Case, Rational Clear Quest, Requisite Pro, HTML, XML, Java Script, Angular JS

Databases: SOQL, Oracle 11i, MS Access 2.0, dbase IV

Certification & Training

Certified Salesforce Platform Developer 1 Certified Salesforce Community Cloud

Certified Salesforce Administrator Certified Nintex Draw Loop Consultant

Certified Salesforce App Builder Certified Project Manager Program

Certified Salesforce Sales Cloud Six Sigma - Black Belt Certified


M.S. Computer Science B.S. Mathematics


Bank of the West, CA June '17– Sept'17

Salesforce Business Analyst

In BNP Paribas, Roosevelt - Payment Cartography project, I gathered requirements for all BOTW payments types such as Wire, ACH, Check, Cash or any other Paper Monetary forms

Created functional documentation and business requirements documentation (BRD) and Functional design documentation (FDD), framing, Page Layouts

Used Agile Accelarator app to maintain user stories

Configured Salesforce including but not limited to validation rules, Process Builder, custom labels, custom settings, profiles and permissions

Configured SFDC Email Templates, Approval process, Custom Objects, Data Modeling

Created workflow rules and defined related tasks, email alerts, field updates and triggers

Coordinated and worked with to manage execution for multiple projects simultaneous

Captured end to end flow of the touch points, whether it be a team, application, system, channels or 3rd party solutions including any compliance controls involved.

Worked w/Architects for process mapping inbound and outbound, Domestic and Int'l payment flows

Company: Bank of America, CA Oct’ 2011 – May 2017

Projects: Consumer Lending, Fulfillment - First Mortgage, Home Equity, RBC, SCSC

Title: Sr. Business Analyst

Performed Salesforce Administration (SFA) tasks such as creating Profiles, Roles, Page Layouts, Org-Wide default, Sharing rules, Approvals, Reports/Graphs and Dashboards

Developed Workflows rules to automate Tasks, Email Alerts, Field Updates, time-dependent actions

Created Tabular, Summary, Matrix Reports and Dashboards to track metrics for Management

Knowledge of Visual force pages and using Apex code creating triggers and classes.

Created Custom Objects, Data Modeling, Validation Rules, Email Templates, Process Builder, etc.

Reviewed current business processes with SME's, Business Partners, validated and modified maps

Led AS-IS processes (Visio, Procedure links) and developed TO-BE (ARIS) business processes

Generated reports in ARIS business modeling Tool for Business partners

Handled Non-Public Information (NPI) in Home Loan Navigator Client Messages

Interacted with various business team members to gather and documented requirements

Developed content management solutions using SharePoint product features such as content type, lists and libraries and archival process

Intel Corporation, Folsom, CA Mar’ 2011 – Aug' 2011

Sr. Business Analyst

In IMC project, designed ATP Check process, Sales Order process w/RBA Product Substitution

Documented and obtained sign-off on BRDs, worked with business users in Munich, Germany

Responsible for defining Test Plans and analyzing Test Scenarios, Test Cases and conducted UAT for Order to Cash cycle in SAP ECC and developed training docs, cheat sheet and Sales Order process

Pacific Gas and Electricity, SFO, CA Sept’2007 – June’ 2010

Sr. Business Analyst

In Energy Efficient Programs project, Reviewed and managed budget forecast process, accrual process submitted to Business Finance, tracking of payments against monthly/year end accrual. Worked with the business finance team to get the Purchase Order and ensure that all the buckets are aligned under each PO

Wrote business requirements documents (BRDs) and validated all requirements after working closely with the business users, this includes obtaining sign-off. Energy Savings- Reviewed/ compared goals, managed forecast process, created shopping carts in SAP SRM

Wells Fargo Bank Nov’ 2004 – Jan' 2005

Business Analyst

In Commercial Mortgage Servicing project, Wrote business requirements documents (BRDs) and validated all requirements after working closely with the business users, this includes obtaining sign-off. Documented detailed functional requirements and use cases using Microsoft products such as Word, Excel, PowerPoint and Rational tools

NetRatings Inc., Mar' 2001 – Apr’ 2002

Business Process Analyst

In Insight project, met with internal SME’s and external partners, documented As-Is and To-be processes, gathered BRDs with the business sponsors and end-users. Written Sql Queries to verify the values from selected DBs. Prepared Functional Test case scenarios and successfully completed testing Profile pages

Price Waterhouse Coopers, Client : SONY&IBM Oct' 1999 – Feb' 2001

Business Consultant

Sony Play Station project, analyzed current business process and implemented process improvements, resulted in fulfilling new business requirements. Prepared Functional Test cases, Checklist, Test Matrix and Test Plan. Documented As-Is processes SIPOC to improve efficiency and effectiveness

IBM e-Distribution Project, worked closely with the business users to validate all requirements this includes obtaining sign-off on BRDs. Used GAP analysis and reports to define trends and impact on business.ManagedRequirement Traceability matrixto trace use cases and functional requirements

Ford Motor Company Aug' 1998 – Oct' 1999

Business Analyst

In Automated Issue Matrix project, Extracted, documented and evaluated complex workflows, which span across multiple business areas, including marketing, sales and customer service

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