Customer Service Sales

Behailu Mengesha

Cell # 248-***-****

Email: - **********@*****.***

BACKGROUND SUMMARY:-

● 3 years of IT experience in application design, customization, development, support which

includes 2 years of experience in SalesForce.com CRM.

● Experience in creation of Custom Objects, Custom Fields, Field Dependencies, Custom Tabs, Page

Components, Custom Reports and Dashboard.

● Applying Sharing Rules, Handling Page Layouts, Search Layouts, Related List and Defining Field

Dependencies to control the user’s access to different data.

● Implemented Formula Fields, Validation Rules, Workflow Rules, Workflow Approvals.

● Hands on experience in creating profiles and Implementation of Role Hierarchies for system

security design.

● Extensive experience in lead and case management (Web-to-Lead, Email-to-Case).

● Experience in Migration Applications from sandbox to production using Force.com IDE and

Salesforce.com Changeset.

● Proficient with gathering, analyzing and documenting requirements for SalesForce.com

implementations and support of SalesForce CRM end users.

● Proficient with all phases of Software Development Life Cycle (SDLC).

● A very good team player as well as to work independently, competent, co-operative, result

oriented also excellent interpersonal, written and oral communication skills.

TECHNICAL AND DOMAIN SKILLS:-

Salesforce Apex Triggers, Apex Classes, SOQL, SOSL, Visual Force

Technologies Pages Components, Force.com Eclipse IDE, Force.com Data

Loader, Force.com Excel connector, Workflow & Approvals, Dashboards,

Reports, Analytic Snapshots, Custom Objects.

Programming JAVA, J2EE, Apex, SQL, HTML

Languages

Databases Oracle, Microsoft SQL Server

Operating Systems Windows XP, Windows Vista, NT

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WORK EXPERIENCE:

Salesforce Administrator

AbbVie, North Chicago, IL March 13- Now

AbbVie is a global, research-based biopharmaceutical company. In this project developed custom

applications on SalesForce.com platform, maintains and enhances SalesForce.com functionality

for Sales, Customer Service, Marketing and Products.

Responsibilities:-

● Interact with business users to prepare and update Business Process Requirements.

● Designed and deployed report types, custom reports, maintained and organized standard sets of

reports for different user groups.

● Configured the Dashboard to dump report data on a regular basis for contract analysis, project

management and lead generation.

● Designed and deployed custom tabs, custom objects, components, visual force pages,

validation rules, workflows, Approval Processes and Auto-Response Rules for automating

business logic.

● Customized user Roles, Role hierarchies, Profiles and Sharing settings to ensure that the

protected data is available only to the authorized users.

● Worked with various salesforce.com standard objects like Accounts, Contacts, Leads and

Opportunities.

● Developed and configured the Analytic Snapshots to dump the data on regular basis for the

sales performance and lead generation statistics.

● Configured Data Loader for mass uploading data into production during data integration and

sandbox environments for testing.

● Created and used Email templates in HTML and Visual force.

● Integrate of Application with Salesforce.com with using Data Loader and Web Sphere Cast iron.

● Interacted with the Salesforce.com support team on a regular basis.

Environment: - Saleforce.com platform, Apex, Visual Force, Data Loader, HTML, Sandbox, Data

loader, Chatter, Force.com Eclipse IDE, JavaScript, Web Services, Windows XP.

Salesforce Administrator

San Antonio, TX, USA May 2012-Feb.2013

The United Services Automobile Association (USAA) is a diversified financial services group of

companies offering banking, investing, and insurance to people and families that serve, or

served, in the United States Military. In this project Implementation of sales cloud, worked in

areas of customization and integration.

Responsibilities:-

● Involved with different cross-functional teams to gather the requirements.

● Created page layouts, search layouts to organize fields, custom links, related lists, and other

components on a record detail and edit pages.

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● Developed and configured Dashboards, Reports and Report Folders for different user profiles

based on the need in the organization.

● Created profiles and implemented Object level, field-level and record-level security.

● Responsible for creation of users, roles, profiles.

● Created new custom Objects, Assigned fields, Custom tabs and Components.

● Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates

and Outbound Messages to manage the Workflow & Approvals.

● Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, leads and

Campaigns.

● Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the

application using platform database objects.

● Created email templates and inbound emails using Visual force for the clients and customers.

● Supported the data migration activities for migrating the data from various business centers

and users with the support of Saleforce.com.

Environment: - Saleforce.com platform, Forc.com Eclipse IDE, Apex, Visual Force, Data Loader,

HTML, Cast Iron, JavaScript, Web Services, Windows XP.

Data Analyst

Ethiopia Airlines- Addis Ababa, Ethiopia June 2010-Aug.2011

Ethiopian Airline is a government owned the largest airline in Africa that provides a cargo and

passenger air services to a network of 62 international destinations and 16 domestic ones.

Responsibilities:-

● Interacted with functional teams and participated in writing Report Specification

Documentations.

● Designed, developed and deployed SQL Server Report Service (SSRS) reports.

● Used Report Builder to handle ad-hoc information requests.

● Wrote SQL queries to define search string and pattern to retrieve specific data from the

database.

● Integrating data in to uniform format to ensure ease of access to the end users.

● Providing support through different components of SSRS tools to generate additional reports.

● Rendered reports in different formats: for document management (PDF, TIFF), on line viewing

(MHTML), and data exchange (Excel, CSV and XML).

Environment: - SQL Server 2005/2008/2008R2 (Management Studio, Integration Services and

Reporting Services), Visio 2007, IIS Web Server 6.0, T-SQL, MS Visual Source Safe 6.0, MS

Office SharePoint Portal Server 2007/2010 and Windows Server 2003.

EDUCATION:

● Bachelor Degree, Addis Ababa University, Ethiopia.

CERTEFICATION:-

● Salesforce Administrator (Adm201)

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REFERENCES:-

● Available upon request.

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