Alicia Stone

Email: ad0ri5@r.postjobfree.com

Professional Summary:

Dedicated Salesforce Business Analyst with 6 years of hands-on experience in leveraging Salesforce to drive business growth and streamline operations. Proven expertise in analyzing complex business processes, translating requirements into technical solutions, and implementing Salesforce solutions that enhance productivity and boost ROI. Proficient in the latest Salesforce technologies and tools, including Lightning, Salesforce Marketing Cloud, and CPQ. Adept at collaborating with cross-functional teams to identify opportunities for process improvements and ensuring successful Salesforce implementations. Strong problem-solving skills and a commitment to delivering excellence in Salesforce-driven solutions.

Proven ability to analyze intricate business processes, convert requirements into technical solutions, and implement Salesforce systems that enhance operational efficiency and deliver substantial ROI.

Marketing Automation: Skilled in Automation Studio, Interaction Studio, Social Studio, Email Studio, Mobile Connect/SMS, and AMP Scripts.

Sales and Service Cloud: Proficient in Sales Cloud and Service Cloud configuration, Apex and Visualforce, solution design, Lightning Integration, Development, SOAP, and RESTful integrations.

CPQ Proficiency: Experienced in working with various App exchange products or CPQ products like Salesforce CPQ (formerly Steel Brick CPQ), IBM sterling CPQ, and APPTUS.

Salesforce Administration: Proficient as a Salesforce Administrator, managing users, profiles, roles, permission sets, workflows, backups, and assisting users with report optimization, white-listing IP addresses, sharing rules, data fixes, and more.

Lead and Case Management: Proficient in configuring and customizing Lead Processes and Case Management using Sales Cloud and Service Cloud.

Agile Development: Proficient in the agile development model, with expertise in migrating code between environments using inbound/outbound change sets, ANT for deployments, and change management.

Reporting Expertise: Proficient in creating native Salesforce dashboards and reports. Worked with SDocs to create ad-hoc reports.

Marketing Automation: Skilled in Automation Studio, Interaction Studio, Social Studio, Email Studio, Mobile Connect/SMS, and AMP Scripts.

Expertise in problem solving, utilizing Salesforce's latest tools and features to create innovative solutions for business challenges.

Committed to excellence, consistently driving value through Salesforce-driven solutions.

EDUCATIONAL QUALIFICATION

M.S in computer science - University of Texas (2018)

CERTIFICATION :

Salesforce Certified Business Analyst

Salesforce Certified Administrator

Salesforce Certified Sales Cloud Consultant

Salesforce Certified Service Cloud Consultant

TECHNICAL SKILLS :

SFDC Tools:

Data Loader,Sales Cloud,Service Cloud,Trailhead,CMS,

SFDC Technologies:

Validation Rules,Workflows,Approval Process,Dashboards,Reports,Custom Report Types,Salesforce Lightning,Salesforce Integration Technologies,Salesforce CPQ (Configure, Price, Quote),Salesforce Financial Services Cloud,Salesforce Flow and Process Builder

Database:

SQL,MySQL,Oracle,MS Access,NoSQL

Knowledge Areas:

Business Requirements Gathering,Design,Development,Testing,Implementation,Production Support,Service Requests and Activities,Opportunities,Quotes and Proposals,

Languages:

SOQL,SOSL

Project Methodologies:

Waterfall,RUP (Rational Unified Process),Agile and Scrum,Kanban,DevOps,Six Sigma,Scaled Agile Framework (SAFe)

Defect Management Tools:

Bugzilla,Jira

PROFESSIONAL EXPERIENCE:

Conduent – Devbridge, IL

Salesforce Business Analyst November 2022 – Current

Project Description: The primary goal of this project is to streamline the user hierarchy within Salesforce.org based on geographical regions and other relevant parameters.

Proficiently worked with various Salesforce.com standard objects, including Accounts, Contacts, Opportunities, Products, Quotes, Activities, Reports, and Dashboards.

Proficiently gathered and documented Business and Functional Requirements (BRD, FRD), User requirements, Use Cases, System Requirement Specs (SRS), User Stories, Joint Application Requirement / Design (JAR / JAD) sessions, and Brainstorming sessions.

Created intuitive custom application interfaces using Visual Force API and Apex Classes, including the development and deployment of custom objects, page layouts, custom tabs, components, Visual Force pages, and Apex classes to align with application requirements.

Designed and implemented Custom Controllers to facilitate external web service callouts, validate data, and ensure smooth data insertion.

Identified and documented various business processes, creating process flow diagrams and validating them with Subject Matter Experts (SMEs). Played a pivotal role in developing UI prototypes and screen navigation flows.

Expertly used tools like ANT Migration tool, Data Loader, and JIRA for effective change management across the Salesforce org.

Integrated Salesforce.com applications with various other applications and custom objects to meet specific requirements, including SLA management, Change Request, Problem, Task, Release, Knowledge Articles, Service Request, and Incident Management.

Efficiently organized and distributed documents using Salesforce CRM Content and the Documents tab in the Customer portal.

Implemented Email-to-Case, Case Escalation rules, and Case Assignment rules for automated service request handling. Also, managed User Accounts and assigned Profiles as per role hierarchy.

Worked effectively in cross-functional teams, acting as a liaison between SMEs, Project Managers, and stakeholders to ensure precise Salesforce.com implementation and meet business requirements.

Utilized the Salesforce.com web service API to implement WSDL in the application, enabling data access from external systems and websites.

Proficiently worked with Lightning Process Builder flows, Connect API, Chatter, quick Actions, and implemented Community Cloud lightning components to convert Visualforce pages into Lightning.

Actively participated in User Acceptance Testing (UAT) for business users, ensuring the robustness and effectiveness of the implemented solutions.

Created and configured Dashboards, Ad-hoc Reports, and Report Folders tailored to different user profiles within the organization.

Leveraged SOSL and SOQL queries to retrieve data from various related objects.

Worked extensively on multiple User Stories, including the creation of process flows, wireframes, and SIPOC tables.

Managed packages from APTTUS CPQ and integrated APTTUS business logic with the existing system, generating quotation word documents from Salesforce.com.

AMEX, Arizona

Salesforce Business Analyst February 2021– October 2022

Project Description: The primary goal of this project is to streamline the user hierarchy within Salesforce.org based on geographical regions and other relevant parameters.

Collaborated with cross-functional teams to develop comprehensive reporting and analytics requirements. This involved working closely with the Research & Analytics team to analyze and measure the effectiveness of marketing campaigns in alignment with business requirements.

Spearheaded the restructuring of the user hierarchy within the Salesforce.org platform to enhance organizational efficiency.

Managed and provided an overview of the execution of end-to-end (E2E) scenarios, meticulously planning and defining development timelines to ensure project milestones were met.

Demonstrated proficiency in a range of Salesforce technologies and tools, including REST API, AMP script, Audience Builder, Content Builder, Contact Builder, Journey Builder, Marketing Cloud Connect, and Data Extensions.

Actively engaged in defect management by meticulously logging issues and taking them through a structured defect life cycle process to resolution.

Formulated and executed strategic plans for the realignment of users, ensuring minimal disruption to ongoing operations.

Assumed the role of an end-user for testing Informatica jobs, evaluating their functionality, and identifying areas for improvement.

Utilized SOSL and SOQL queries during data migration and custom development.

Administered Salesforce CRM applications for Sales, Marketing, and Support Departments, including the creation of complex analytical reports.

Organized and facilitated business and end-user meetings to drive discovery, gather business needs, and conduct gap analysis.

Designed, deployed, and managed Custom Objects, Custom Tabs, Validation Rules, Workflow Rules, Auto-Response Rules, and Page Layouts to align with application requirements.

PNC Financial, Auburn, IN

Salesforce Business Analyst September 2018 – January 2021

Created and configured custom objects and fields, such as Leads, Marketing, Campaigns, Dashboards, Sales, and Accounts, to tailor Salesforce to business needs.

Utilized APEX Controllers to make external API calls for data retrieval and displayed the results within components.

Maintained functional areas encompassing Data Management, Forecasting, Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards, and Reports.

Utilized the Lightning Design System (LDS) to create modern enterprise apps via Lightning App Builder and Lightning Components.

Played a key role in identifying and documenting AS-IS and TO-BE business process models during the Inception phase.

Designed GUI and Navigation flows for user-facing generic viewers using MS PowerPoint and Visio.

Implemented advanced search, filtering, and tagging features on page layouts to enhance the accessibility of marketing content and documents within Salesforce.com CRM Content.

Drafted comprehensive Use Cases, incorporating process steps, alternate flows, acceptance criteria, objectives, and mock-ups, for thorough review by Business, Development, and QA teams.

Developed stakeholder questionnaires, Use Case definitions, requirements, control flows, and user interface mockups using Visual Basic.

Collaborated in designing, developing, and deploying Apex Classes, Controller Classes, and Apex Triggers for email services and lead-to-contract conversion.

Employed UML and Visio to create Use Cases, Activity Diagrams, Sequence Diagrams, and Object-Oriented Design (OOD) diagrams for design and development.

Developed APEX triggers, classes, test methods, and Visualforce pages to implement customized functionality.

Managed requirements using SDLC application lifecycle tools built within Salesforce.com.

Elicited requirements from internal stakeholders and customers, creating Business Requirements Documents and user stories.

Designed and created Email templates in Text, HTML, and Visualforce as needed for the application.

Employed Data Loader for data manipulation tasks, including addition, update, and deletion, as well as data export. Eclipse IDE was utilized for scripting and deployment purposes.

Reviewed various documents, including Software Requirement Specifications (SRS), Business Requirements Documents (BRD), Use Case Specifications, Functional Specifications (FSD), Systems Design Specification (SDS), Requirement Traceability Matrix (RTM), and testing documents.

Implemented Salesforce Apptus Contract Management add-on package, streamlining contract development, review, tracking, eSignatures, activation, and storage.

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