Salesforce and BA experience
Resume:
Mala Choupan
********@*****.***
HIGHLIGHT OF QUALIFICATIONS
Proficiency
Salesforce Integrations
Business Analysis
Application Support
Project Management
Testing & QA activities
Team work, training & collaboration
Software & Competencies
Salesforce (Classic and Lightning)
Pardot, CPQ, GainSight, Jitterbit
Microsoft Office Suite, MS Dynamic
Software Development Life Cycle
MS Project & Visio
CaseWare/CaseView/CCH Taxprep
Education
B.Sc. - Math, Statistics, Computer Science
Bangalore University
Business Analysis Certification
University of Toronto (ongoing)
EMPLOYMENT HISTORY
Salesforce Administrator
BlueCat Networks, Toronto 12/2018 - Present
•Collaborates with multiple departments for requirements gathering, scoping and development of new feature requests or projects related to Salesforce platform
•Working on Salesforce integration with DiscoverOrg
•Supports and maintains Salesforce integration with NetSuite using Jitterbit
•Working on Salesforce/GainSight integration project, user support and maintenance
•Works with Marketing on Pardot integration issues and enhancement
•Used App Builder to develop a New Hire Form for company managers
•Worked on creating a processes in Salesforce for Channel team to enhance communication between sales reps and partners
•Working with Sales department on Lightning enhancement and move to Sales Console
•Works with Sales Ops to optimize Salesforce CPQ
•Works with Professional Services team to support and improve Financial Force
•Working on a project with Customer Care and vendor for Service Cloud code cleanup/refactor and move to Lightning
•Data & system audits, building workflows, validation rules & process builders, supporting SFDC-related helpdesk tickets as part of ongoing business needs, support and maintenance
Salesforce Business Analyst
Cambridge Global Payments, Toronto 02/2018 – 11/2018
Supported multiple business units with salesforce initiatives, maintenance, processes and technical aspects to drive enhanced performance
Administered and managed user licenses, access, profiles and roles hierarchy
Developed and delivered both sales and non-sales focused analytics dashboards and interactive reports and dashboards
Authored and communicated salesforce articles and process documentation
Supported business post-deployment to identify issues/risks and create appropriate mitigation/action plans
Introduced new analysis, reporting formats which provide insights to different areas of the business.
Worked with Business Intelligence team to ensure data quality and to consolidate any discrepancies and integration issues
Business Analyst/Administrator
Ricoh Canada Inc., Toronto 04/2014 – 02/2018
Elicits requirements using requirements gathering techniques such as interviews, user stories, workshops, process analysis, observation and workflow analysis (stakeholders from cross departmental units such as sales, marketing, supply chain, finance, leasing, Admin)
Participates in project meetings at planning, design, execution and monitoring stages
Contributes reviews and provides feedback to business requirement documents (BRD) on various projects such lease credit application, Trade-up, CPQ, etc.
Responsible for creating use case, functional decomposition, process flow and data flow diagrams as well as entity relationship diagram (ERD)
Generates detailed process maps for Sales, Marketing, and Business workflows
Oversees data integrity within the CRM tool to ensure data accuracy in key fields such as products, accounts, contacts and opportunities and escalates data integrity concerns to CRM Manager
Works with IT & ERP team to manage project implementation and back-end integration
Plans, executes and monitors testing and all related QA activities
Sets up and maintains Products and Bundles within CPQ (Configure Price Quote) tool
Provides 2nd level CRM functional/technical support for end users and CRM Support Analysts
Import & export of data to and from Salesforce as required by business
Team Lead, Business Analysis & Applications
Crowe Soberman LLP, Toronto 04/2011 – 04/2014
Provides technical and functional end-user support in CaseWare, TaxPrep, Doc.It & MS Office
Works as technical lead with external consultants in order to resolve complex issues
Liaises between end-users, IT and QC to bridge functional, technical and quality issues between different business unit; documents inefficiencies and gaps in the process and suggests solutions if needed
Functioned as business analyst on a project to build a document management system for tax department
Participates in initiatives in IT and QC departments to analyze business process, track projects, gather user requirements, participate in change management, communicate with users, prepare demos, conduct testing before Go Live, assist with implementation, training and ongoing end-user support
Collaborates with Quality Control to design, create and update accounting templates in CaseView according to changes in professional standards or internal processes
Monitors security and integrity of client databases to ensure compliance with standards
Conducts and plans functional testing on new software or upgrades
Prepares training materials, presentations and other documentations as needed
Trains existing or new employees on software and workflows
Collaborates with HR to conduct interviews to evaluate candidates’ technical abilities
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