Divya Dommati

Email - ad4xzk@r.postjobfree.com

Phone –401-****-***

PROFESSIONAL SUMMARY

●IT Professional with over 8+ years of experience as Salesforce Admin and Business Analyst with proficient experience in Salesforce CRM with Customization, Security Access, Workflow Approvals, Data Validation analytics, Sales Cloud in Salesforce CRM Platform.

●Good Knowledge in Salesforce Administration and Customization, Data Validation, Sales, Marketing, Customer Service and Support Development team.

●Hands on Experience in Role Hierarchy, Custom Profiles and Public Groups creation and User Management with different domains like Healthcare, Insurance, Banking, Construction & Retail.

●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.

●Good Experience in Business process and good knowledge of Customization In Salesforce.com, Standard Objects like Accounts, Contacts, Opportunities, Cases, Leads, Campaigns, Orders, Forecasting, Reports and Dashboards.

●Experience in Creating Roles, Profiles, Email Templates, Page Layouts, Workflows, Workflow Actions and Approval Process.

●Experience with various Advanced fields like Picklist, Custom formula fields, Many to Many Relationships, Lookups, Master-Details, Field Dependencies, Validation Rules, Workflows, Approval Processes, Process Builder and Visual Flow for automated Alerts, Fields Updates, Email Generation as per Application Requirements.

●Worked on Data Migration and update through the tool Appexchange Data Loader and Data Import Wizard in Salesforce.com.

●Experience With Salesforce Sandbox and Production Environments and InstallingSalesforce.com AppExchange, AppConfiguring and Maintaining Users Security Permissions In Compliance with Organizational needs.

TECHNICAL SKILLS:

SFDC

Classic, Lightning, SOQL, SOSL, SFDC Utilities/Tools, Reports and Dashboards, Data Loader, Controllers, Triggers, Custom Objects, Salesforce Chatter Workflow & Approvals, Custom Objects.

CRM

Salesforce.com

Databases

Microsoft SQL Server, MYSQL

Operating Systems

Windows 2000/2008/2009/2010 Server, Windows XP, UNIX.

Languages

Apex, SQL, Java, HTML, C, Data Structures.

SDLC Methodologies

Waterfall, Agile, Scrum

Documentation Tools

MS Office (MS Word, MS Excel, MS Power Point, MS Project),Tableau

PROFESSIONAL EXPERIENCE:

SALESFORCE ADMINISTRATOR & BUSINESS ANALYST

CLIENT: Caremark LLC,LINCOLN,RI

DOMAIN: Healthcare

DEC 2021-NOW

Caremark llc is a part of CVS Healthcare Domain company that provides better customer relationship management platforms (CRMs),Electronic Health records and other systems with an immense amount of data & sales software to businesses worldwide and automates the sales process by leveraging tools and technologies in Salesforce.

RESPONSIBILITIES:

●Implemented the Salesforce.com application using Agile, Scrum Methodology that involves the iterative Development Methodology.

●Interacted with various business user groups for gathering the requirements for Salesforce.com implementation and documented the Business and Software Requirements.

●Created Page Layouts, search layouts to organize fields, Custom Links, Related lists, and other components on a record detail and edit pages.

●DevelopedWorkflow Rules, Assignment rules, Escalation rules to enable proper routing of cases to the case team members.

●Designed junction objects and implemented various advanced fields like Pick list, Custom Formula Fields, Field Dependencies, Validation Rules, Workflows, Sharing rules and Approval Processes for Automated Alerts, Field Updates, and Email Generation according to application requirements.

●Involved in Salesforce.com Application Setup activities and Customized the Apps to match the functional need i.e., Sweep & Match, Custom Member Search, and Data Synchronization by Web Services Integration.

●Created various Standard and Custom Reports / Dashboards (Summary Reports, Matrix Reports, Pie Charts, Dashboards, and Graphics) and Report Folders to assist managers to better utilize Salesforce.com as a sales tool and configured various Reports and for different User Profiles.

●Provided post-implementation support to assist end users in Creating Reports, Dashboards and certain Administration tasks including creating and maintaining User Profiles and Privileges.

●Implemented Web to Case, and Web to Leads,Email to Case functionalities to provide a better customer support to the customers.

●Created Profiles and implemented Object and Field level Security to hide critical information on the Profile Users.

●Created Users, Roles, Public groups and implemented Role Hierarchies, Sharing Rules and Record Level Permissions to provide shared access among users.

●Involved in the Data Transformation and Data Cleansing activities while transferring the data from the external system into Salesforce.com using Apex Data Loader.

●Created test scenarios on Sandbox Environment, created packages and moved it between Sandboxes and Production environments to place final implementations.

●Hands on Experience in Business process and good knowledge of Customization in Custom Objects, Standard Objects like Accounts, Contacts, Opportunities, Cases, Leads, Campaigns, Orders, Forecasting, Reports and Dashboards.

Environment: Salesforce.com platform, Force.com Sites, Apex, Assignment Rules, Escalation Rules, Sandbox Environment, Validation Rules, Custom Reports, Workflow & Approvals, Dashboards, Custom Objects, Custom Tabs, Creating Packages, Sandbox data loading, and Apex Data Loader.

SALESFORCE ADMIN & BUSINESS ANALYST

CLIENT:CIGNA,HARTFORD,CT

DOMAIN:INSURANCE

NOV 2018-OCT 2020

Cigna Healthcare offers health insurance plans & dealing with a high-volume of manual tasks such as processing prior authorizations, performing medical necessity review, and building care plans without evidence-based content. Cigna Global Health looked to the Salesforce AppExchange for partners to help solve its considerable workflow challenges.

RESPONSIBILITIES:

●Created Profiles, Roles based on Organization Role Hierarchy and Implemented Record-Level and Field-Level security and configured their sharing settings.

●CreatedWorkflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.

●Responsible for enabling network-based security and organization-wide list of trusted IP addresses.

●Worked on various Salesforce.com Standard Objects like Accounts,Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Cases, Reports and Dashboards.

●Created the Workflows for automated Lead Routing, Lead Escalation and Email Alerts.

●Work closely with Lead/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 Administration 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 TechnicalRequirements, 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 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, Workflow rules and tasks to share and automate work to the users in Queue.

●Working with Operations Manager and users to determine business requirements, provide Administrative Support and Design/Implement solutions in Salesforce.com CRM.

Environment: Salesforce, Apex Data Loader, Mozilla Firefox, Internet Explorer, Microsoft Excel,Salesforce.com platform, Force.com Sites, Apex, Assignment Rules, Escalation Rules, Sandbox Environment, Validation Rules, Custom Reports, Workflow & Approvals, Dashboards, Custom Objects, Custom Tabs, Creating Packages, Sandbox data loading, and Apex Data Loader.

SALESFORCE ADMIN

CLIENT:HOME DEPOT,ATLANTA,GA

DOMAIN:RETAIL

JAN 2017-SEP 2018

The Home Depot retail industry’s (Home Improvement Needs) ultimate sales automation platform is Salesforce to manage customer relationship, track inventory & Automate sales process. It is all about reliable, flexible and intuitive.

RESPONSIBILITIES:

●Handle all basic administrative functions including user account maintenance, reports and Customizing page layouts within Salesforce.

●Created Custom objects and fields, pages, and including advance formulas.

●Manage new and existing users.hboards workflows and other routine tasks within the Salesforce Platform.

●Interacted with various business user groups for gathering the requirements for CRM implementation and studied the existing systems and software in use.

●Prepared the Business Requirements Document for the Implementation of the Marketing Campaign module of Salesforce.com

●Wrote the FRD for the Design, Implementation of the Custom objects, Page layouts, Custom tabs and Components needed to suit the needs of the application.

●Worked with the Development team and QA teams to ensure that technical specifications for development and testing are well understood.

● Configured the SalesForce.com application to meet the requirements specified.

●Used assignment rules to automatically redirect leads to Salesforce and assign leads to different users and queues per the requirements.

●Customized Accounts, Contacts, Leads, Campaigns and Cases.

●Customized several Validation Rules, tasks, Workflow rules, Triggers, Apex classes to achieve the complex business functionality.

● Created approval process.

Environment: Saleforce.com platform, Data Loader, HTML, Workflow, Approvals, Reports, Custom Objects, Custom Tabs, Sandbox data loading, Eclipse IDE Plug-in, Windows, Custom Fields, Workflows Rules, Validation Rules.

BUSINESS ANALYST

CLIENT:ASGC GROUP OF COMPANY,DUBAI,UAE

DOMAIN:CONSTRUCTION

MAY 2014-MARCH 2016

ASGC (Alshafar Group of Company ) is a leading global construction company. I was a part of two wondrful projects like Blue water Island, City walk in Dubai city.

ASGC strives to deliver value to its stakeholders and customers by leveraging the benefits of its affiliates to deliver structured and sustainable organic growth and achieve its mission and vision to be a world-class provider of construction services.

RESPONSIBILITIES:

●Worked closely with clients to determine new target customers and ways to bring in new business.

●Assisted in establishing new relationships with new clients and maintaining new client files.

●Assisted in developing telemarketing scripts for clients who had very specific business development needs.

●Was responsible for taking incoming marketing calls and turning those calls into interested clients.

●Responsible for finding new clients and establishing a strong working rapport.

●Assisted in developing a complete client file for new clients

●Assisted in training the sales associates and new clients.

Environment: Business Strategy,Business Analysis, Business Intelligence (BI), SQL,Reporting

CUSTOMER SERVICE MANAGER

CLIENT: AXIS BANK, KORUTLA,INDIA

DOMAIN:BANKING

JULY 2012-MARCH 2014

AXIS BANK is an Indian banking and financial services UTI BANK. Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses.

RESPONSIBILITIES:

●Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.

●Maximizes customer operational performance by providing help desk resources and technical advice.

●Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.

●Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.

●Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.

●Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

●Implements production, productivity, quality, and customer-service standards.

●Contributes customer service information and recommendations to strategic plans and reviews.

●Audits customer service procedures and trends and determines system improvements.

●Enforces company policies and procedures.

●Determines customer service requirements by maintaining contact with customers and visiting operational environments.

●Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Environment: Project management, Management, Operations Management, Customer Experience

QUALIFICATION:

●Bachelors in Electrical and Electronics in 2012, JNTU University, Hyderabad.

CERTIFICATION:

●Salesforce Certified Administrator ADM201

●Salesforce CertifiedPlatform Developer PD1

●Attended various workshops/webinars related to Salesforce Admin and Business Analysis to keep myself upskilled as per current market standards.

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