Customer Service Salesforce Com
Resume:
CONTACT
Poojitha Ameda
*************@*****.***
Certifications
Salesforce certified Administration
Accomplishments
•Business Administration Specialist Super badge.
•Security Specialist Super badge.
•Lightning Experience Reports &
Dashboards Specialist Super badge.
•About 25000+ points and 40 badges on trailhead.
Education
05/2016
Jawaharlal Nehru Technological
University
Hyderabad, India
Bachelor of Technology: ECE
POOJITHA
SR SALESFORCE ADMIN
About 8+ years of I.T experience with 7 years of strong experience in Salesforce. Worked with Salesforce Classic and Lightning platforms. Excellent interpersonal skills, proven team player with an analytical bent to problem solving and delivering under high stress environment. Good analytical and communication skills and ability to work independently with minimal supervision and perform as part of a team.
Strong Knowledge in Salesforce Administration and Customization, Data Validation, Sales, Marketing, Customer Service and Support Development team.
Hands on working experience in Role Hierarchy, Custom Profiles and public Groups creation and user management.
Extensive experience in analyzing organization processes, converting business workflows into exact Salesforce.com
workflows and configuring Salesforce.com to meet business requirements.
Hands on Experience in creating Custom Objects, Custom fields, Page layouts, Custom Tabs, Reports and various other components as per the client and application requirements.
Extensive business knowledge and customization experience on various salesforce. objects like Accounts, Contacts, Opportunities, books, Cases, Leads, Campaigns, Forecasting, Reports and Dashboards.
Experiencing Creating Roles, Profiles, Email Templates, Page Layouts, Workflows, Workflow Actions and Approval Process.
Coordinated and transferred knowledge to the offshore team.
Experience in creating detailed process documentation and deployment process on issues for Future Follow ups.
EXPERIENCE
First Republic bank - Salesforce Administrator - San Francisco, CA
09/2021 - Current
Provided system administration support of internal and customer-facing Salesforce environment, especially related to custom applications, user permissions, security settings, custom objects, and workflow.
Created new User Accounts and assigned Profiles as per their role in role hierarchy
Designed Sales Process to be used by all team members in each service line and division based on Sales and Marketing preference and requirements
Create reports and dashboards for each geography within service lines based on necessary analytics
Implemented Lightning Page Layouts, Lightning Pages, Lightning Tabs using Lightning App Builder
Maintained salesforce platform by monitoring supporting tickets, user issues and employee workflows
Created workflows for automated Case routing, Case escalation, alerts and custom coaching plans
Implemented auto escalation rules, automatic case generation and routing to call center agents
Configured lookup and master-detail relationships, picklist, field dependencies and Data Validation rules and Formulas as per business requirement on custom objects
Extensively used export, insert, upset, and update functions in data loader
Wipro –(AT&T) - Salesforce Administrator - 01/2018 – 06/2021
Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.
Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
Responsible for enabling network-based security and organization-wide list of trusted IP address.
Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
Created the workflows for automated lead routing, lead escalation and email alerts.
Work closely with prospects/clients to identify technical requirements and technical infrastructure for CRM based enterprise solutions.
Worked as enhancement team member and performed the roles of Salesforce.com Administrator in the organization.
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).
Involved in the maintenance of the previous versions of the product by addressing bugs and client issues.
Responsibilities include defining integration architecture, documenting technical requirements, and identifying success criteria.
Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and groups.
Involved in integrating web service with SalesForce.com to load Leads back and forth from Salesforce.com to Legacy and vIce versa.
Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
Responsible for creating Sharing rules among all the users in Different Roles and Subordinates.
Responsible for creating Queues, Workflows rules and tasks to share and automate work to the users in the Queue.
Created unit test cases and coordinated change requests to drive the business requirements during Integration and Testing stages.
CAPGEMINI - Junior Salesforce Administrator/Senior Analyst Hyderabad, India 06/2016 – 09/2018
Analyzed business requirements and resolved case requests including configuration/customization of 80+ profiles, permission sets, public groups, roles, role hierarchy, forecasting, field-level security, record types, queues, reports, dashboards and identification of bugs
Conducted regular audits and prepared for updates
Worked with various objects like Accounts, Contacts, Leads, Opportunities, Reports, and Dashboards.
Developed Custom Objects, Tabs, Components and workflows
Developed and configured various Custom Reports for different user profiles based on the need in Organization.
Developed and deployed workflows and approval processes for opportunities and product/asset management
Created and used Email templates in HTML and Visualforce configuring Email-to-Case customizing the service cloud for various business support groups.
Used the sandbox for testing and migrated the code to the deployment instance for testing
Contact this candidate