Customer Service Continuous Improvement
Resume:
Muneeza Ali **.**********@*****.***; 631-***-****; Detroit, MI 48226
Salesforce Consultant
Results-driven professional with comprehensive experience in configuring, executing, and optimizing Salesforce solutions for diverse clients.
Known for streamlining workflow and enhancing user experience by providing end-to-end Salesforce implementation services. Skilled in training end-users, analyzing business requirements, and ensuring continuous improvement. Track record of steering Salesforce projects from conception to completion, ensuring within-time and budget delivery. Recognized for leading and collaborating with cross-functional teams to drive business growth and achieve company goals. Adept at delivering excellent customer service by fostering positive relationships with clients and key stakeholders. Exceptional problem-solving abilities, excel at identifying, evaluating, and troubleshooting complex Salesforce issues. Instrumental in developing reports and dashboards to offer valuable insights for decision-making. Areas of Expertise
• Salesforce Administration
• Project Management
• Relationship Building
• Financial Processing
• Business Process Optimization
• Training Program Development
• Data Analysis & Reporting
• Operations Management
• Customer Service & Satisfaction
• Team Leadership & Support
• Strategic Planning & Execution
• Cross-Functional Collaboration
Career Experience
TripleLift, NY 2019 — Present
Salesforce Administrator/Revenue Operational Manager Perform data cleanup using Plauti/Duplicate Check app to ensure data integrity. Develop training materials and conduct remote training sessions, while facilitating tools used by high-powered, fast-paced teams. Integrate Monday.com with Salesforce to optimize project and task management.
● Achieved 20% increase in project completion efficiency by meeting deadlines and priorities.
● Streamlined administrative tasks and saved 15 hours per month by automating user creation.
● Utilized form assembly to build user forms and incorporated fields into Salesforce, improving data efficiency and accuracy.
● Gained expertise in data analytics and visual data presentation for informed decision-making.
● Proficient in Workbench, Dataloader, and Salesforce Inspector for data import, export, and deletion processes.
● Drove establishment of change sets from sandbox to production environment by implementing DevOp Center integration with GitHub.
RouteOne, MI
Business Analyst & System Administrator
2014 — 2019
Offered dedicated support to Salesforce users, while serving as primary point of contact for end-user inquiries and issues. Maintained data quality by deleting duplicate records, cleansing inaccurate data, and updating records. Ensured optimal performance and functionality by configuring and overseeing Salesforce.com enterprise editions. Formulated users, profiles, roles, and permission sets in Salesforce to align with business requirements. Performed comprehensive training sessions on Salesforce-related systems for sales and marketing teams. Produced metrics reports for senior management by collecting and analyzing data.
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● Initiated and led detailed dashboards and reports to support management and individual team functions.
● Enhanced response and resolution times by verifying high-quality support tickets and case management.
● Conducted unit testing, integration testing, and performance testing of new application functionality, while identifying and resolving issues to ensure smooth deployment.
● Sustained and personalized Salesforce.com scopes, including users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists, and page layouts.
● Elevated Managed Services best practices and monitored ticket queues, assigning tickets to appropriate teams and ensuring adherence to SLAs for timely resolution.
● Developed training materials and user documentation, upholding ongoing documentation processes to accommodate evolving business needs and new feature implementations. Career Notes
Salesforce Administrator, MichBusiness, MI
● Optimized customer support by deploying efficient Client Services Ticketing system using Salesforce Cases object.
● Boosted customer service responsiveness by integrating Email-to-Case and Web-to-Case functionality in ticketing system.
● Executed Active Directory Services administration and management, including design, cleanup, routine maintenance, and configuration.
● Leveraged multiple Salesforce.com standard objects, such as accounts, contacts, leads, opportunities, cases, campaigns, reports, and dashboards to facilitate business operations.
● Verified data integrity and automated business processes by developing record types, roll-up summary fields, workflow rules, approval processes, auto-response rules, and validation rules. Additional Experience
Project Manager & System Administrator AIG
Teller Operations Specialist JP Morgan Chase Bank Education & Credentials
Entrepreneurship & Innovation Management University of Michigan, MI Salesforce Administrator - ADM 201 Certified
Advanced Salesforce Administrator
Salesforce Certified Platform App Builder
Salesforce Certified Platform Developer 1
Hyperion Essbase 9.3 Developer Certified Expert
Technical Proficiencies
Oracle Hyperion Suite: Oracle Hyperion Essbase 11.x/9.x, Oracle Hyperion Planning 11.x/9.x, Oracle Hyperion Financial Reporting, Hyperion Interactive Reporting Business Intelligence & Analytics: Oracle Business Intelligence Enterprise Edition 11g, Excel Spreadsheet Add-In, Smart View for Office
CRM: Customer Relationship Management, Lightning Platform/Dynamic Forms, AppExchange, Conga Sign, Conga Composer, Form Assembly, Workbench, Dataloader
Project Management & Support Tools: Jira/Solarwinds General Office Tools: MS Office Suite
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