Customer Service Business Analyst
Resume:
Ahmed Idrees
Abingdon, MD *****
*****.**********@*****.***
• Over 6+ years of experience in the Salesforce.com CRM Platform space that includes Business Analyst experience.
• 4X Salesforce certification.
• Strong Knowledge in Salesforce Administration and Customization, Data Validation, Sales, Marketing, Customer Service and Support Development team.
• Strong working experience in adding Lightening components and apps in Salesforce.
• Strong working experience with various SFDC standard objects like Accounts, Contacts, Opportunities, Cases, Leads, Campaigns, Reports and Dashboards.
• Extensive experience on Customizing various objects, fields, role-based page layouts based on different Sales Processes, Tabs, Record Types, Reports, creating Report folders and granting custom access, creating custom Dashboards for various users.
• Excellent understanding and experience in data modeling involving Master-Detail Relationships, Lookup Relationships and Junction Objects for creating and mapping one- many and many-many relationships.
• Proficient in administrative tasks like creating profiles, roles, users, company hierarchy and various teams.
• Efficient at creating and working on Workflow Processes, Approval Processes, Process Builder which are some of the fundamental underpinning capabilities of Salesforce.
• Worked extensively on various component parts of Salesforce like Emailing, Calendaring,
Reporting, creating customized Dashboards.
• Hands on experience creating and mapping various formula fields and writing custom Work Experience
Senior Salesforce Administrator
Johns Hopkins University - Baltimore, MD
November 2022 to Present
Responsibilities:
• Implemented and customized Sales Cloud for lead management, opportunity tracking, and forecasting.
• Integrated Sales Cloud with other systems for seamless data flow.
• Configured CPQ Cloud to streamline the quoting process and ensure accurate pricing and product configurations.
• Integrated CPQ with Sales Cloud for a unified quote-to-cash process.
• Executed marketing campaigns using Marketing Cloud, including email marketing, automation journeys, and personalized customer journeys.
• Utilized Marketing Cloud's tools to segment audiences, create engaging content, and track campaign performance.
• Implemented Service Cloud for optimized customer service processes, including case management and knowledge base setup.
• Integrated Service Cloud with telephony systems and live chat platforms for efficient customer interactions.
• Created branded customer and partner communities using Experience Cloud, customized layouts, and implemented secure access controls.
• Managed Jira Software for agile project management, including project planning, task tracking, and team collaboration.
• Configured Jira workflows, created custom fields, and generated reports for smooth project execution. Salesforce Administrator
Medidata Solutions - New York, NY
November 2020 to November 2022
Responsibilities:
· Worked closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com (SFDC).
· Responsibilities include defining integration architecture, documenting technical requirements, and identifying success criteria.
· Customized page layouts based on the record types for standard and custom objects.
· Implemented automation of business by developing workflows and approval processes.
· Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and Customer service.
· Involved in creating gap analysis document, clearly identifying the data, business process and work flows of the organization with respect to salesforce.com implementation.
· Worked with senior team members to analyze of each product and its competitor, to integrate new product, and optimize existing products.
· Build the organization's role hierarchy by adding the Roles as per the organization structure and created custom profiles to satisfy the organization's hierarchy.
· Involved in Performing the Risk Analysis and Cost Assessment for the Project implementation.
· Assigned standard profile to new users based on requirements. Maintaining Role hierarchy for data access.
· Created OWD and then sharing rules including Owner to Owner (Role/Public Group) and criteria-based sharing as per requirements.
· Implemented field level security and page level security based on the profiles.
· Worked on Page layout creation and page layout assignment based on the profile and assigning different picklist values to the different record types.
· Created Formula fields, Validation rules to maintain the quality of the data.
· Implemented Web-to-Case, Email-to-Case to generate cases.
· Utilize CPQ software to create accurate and customized quotes for potential customers.
· Collaborate with sales team and various departments to create product configurations and pricing strategies.
· Develop strong relationships with customers to understand their needs and provide tailored solutions.
· Determine optimal pricing based on customer expectations, product offerings, and market trends.
· Streamline the sales process by implementing CPQ automation and workflow improvements. Salesforce Administrator
Market Corporations
February 2020 to November 2020
Responsibilities:
· Worked in Agile project management.
· Responsible for Admin activities like customizing custom fields, Page Layouts, Record Types, Workflows.
· Creation of Page layout for custom object as well as standard objects for respected Profiles.
· Configure and set up relationship between various objects using look up and master detail relationship.
· Experienced in writing Apex classes, batch apex, scheduled apex, triggers and workflows.
· Creation of Visual Force page and Apex classes.
· Approval Process, Validation Rules, Report Types.
· Responsible for Loading data into salesforce.com using Apex Data Loader, Import Wizard
· Responsible for migrating data from one Sandbox environment to another Sandbox environment using Force.com IDE tool and Change Sets.
· Designed various web pages in Visual Force for capturing various customer enquiries and implemented logic for migrating cases to different queues based on the type of customer enquiry.
· Packaged and Deployed customizations from Sandbox to other environments using Force.com IDE.
· Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.
· Responsible for writing Test Scripts for various scenarios. Junior Salesforce Administrator
Starr Companies
January 2019 to February 2020
Responsibilities:
· Direct report to Sales Operations and Salesforce Administrator.
· Created and managed reports and dashboards based on needs of multiple sales teams.
· Created workflows surrounding sales Opportunities and their various stages, primarily focusing on email alerts.
· Coordinated with Salesforce Administrator in improving business processes for sales and collections departments.
· Responded to internal cases concerning user issues and requests pertaining to Salesforce.
· Responsible for managing data exports and the overall process of backing up company data.
· Exposure to Process Builder, Flow Builder and API.
· Continuous Trailhead training to better grasp Administrator concepts and processes. Business Analyst and Salesforce Admin
Tivity Health Inc
October 2017 to January 2019
Responsibilities:
· Worked in the agile development environment with frequently changing requirements and features set.
· Partner with a variety of business teams to elicit and analyze business requirements through interview, workshops, and workflow analysis.
· Perform analysis of existing business processes.
· Conduct data mining, data modeling, statistical analysis, business intelligence gathering, trending and benchmarking.
· Conduct GAP analysis of business process flows to identify deficiencies and recommend improvements.
· Collaborateq with Quality Assurance team to develop test cases and acceptance criteria.
· Create, update and maintain sprint issues and product backlog items.
· Collaborate and share information with the teams using Confluence.
· Communicate the progress to senior management using status reports.
· Identify and manage risks and issues. Escalate unresolved issues to upper management.
· Educate and reinforce scrum methodology and agile framework to the team and stakeholders.
· Assist with developing documentation for an overall training/knowledge transfer approach for relevant projects.
· Gather, interpret and analyze customer needs into functional and non-functional requirements and determine opportunities to automate processes and functions - translate them into User Stories.
· Used Sales Force Automation for Sales Lead Management, Opportunity Management, Account and Contact Management, Approvals and Workflow.
· Designed and deployed the Custom objects, Custom tabs, Entity-Relationship data model, validation rules, Workflow Rules, Auto-Response Rules, Page layouts, Components, Visual Force Pages to suit to the needs of the application.
· Developed and supported customer support portal to support eservices, CRM Customer Support.
· Developed and deploys ad hoc Salesforce.com reports and dashboards.
· Created Workflow Rules, Approval Process, Validation Rules.
· Involved in data mapping and migration of data from legacy systems to SalesForce.com Objects and fields.
· Involved in querying Salesforce tables using SOQL & SOSL queries using Force.com Explorer.
· Customized page layouts for Opportunity, Contacts and Accounts depending upon user roles and groups.
· Modifying Page layouts and setting the Record Types.
· Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
· Manage page layouts, fields, and system interface/capabilities.
· Maintenance of data entry standards & data integrity process.
· Build & monitor standard analysis and reporting for marketing campaigns.
· Experience with maintain user roles, security and profiles.
· Create and manage workflow rules, field updates and email alerts.
· Involved in Mass imports and exports of data
· Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
Education
Bachelor's degree in Business Management
University of South Asia - Lahore, VA
November 2004 to December 2007
Skills
• Business Analysis
• Salesforce
• Salesforce Marketing Cloud
• CPQ
• Agile
• Force.com
• Gear Set
• Integration
• Java
• html
• Experience cloud
• Sales cloud
• Problem Solving
• Data management
• user Management
• Detial Oriented
• Creativity
• Interpersonal skills
• Communication skills
• Microsoft Office
• Web services
• Apex
• Data loader
• App exchange
• MySQL
• Data Modeling
• XML
• Tableau
• REST
• CPQ (1 year)
Links
Salesforce.com
Certifications and Licenses
Salesforce Certification
Certified Salesforce Administrator
Salesforce Advanced Administrator
Salesforce Platform developer 1
Salesforce App Builder
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