Business Analyst Customer Service
Resume:
M N Sunil
ad5xoj@r.postjobfree.com
Professional Summary:
Salesforce Certified Administrator with 10+ years of experience in the Salesforce.com CRM space, which includes Administration and Business Analyst.
Worked with customers and developers to define and implement solutions. Extensive Atlassian Jira use in organizing and setting complex API project.
Adept at driving projects across SDLC; Product Backlog, User Stories, epics, prioritization, feature demos, Business Requirements Document (BRD), Integrations, Dashboards, Automation, Functional Specification Document (FSD), Traceability Matrix, Test Specifications (SIT/UAT) and Training Documents.
Strong experience with SFDC platform Health Cloud Administration, Development, Integration, Communities and Lightning migration from classic to lightning, and Lightning component development using SLDS.
Strong knowledge in Salesforce Administration and Customization, Data Validation, Sales, Marketing, Customer Service and Support.
Proficiency in SFDC Administrative tasks like Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflow, Reports, Accounts, Contacts, Leads, Dashboards, Tasks and actions.
Extensive experience in analyzing organization processes, converting business workflows into exact Salesforce.com workflows and configuring Salesforce.com to meet business requirements.
Hands-on working experience in Role Hierarchy, Custom Profiles public Group creation and user management.
Hands-on experience in creating email templates and automated Email Processes to send installation instructions to new and existing customers.
Implemented security and sharing rules at object, field, and record levels for different users at different levels of organization. Also created various profiles and configured the permissions based on the organizational hierarchy.
Patient Relationship Management: Health Cloud provides a comprehensive view of each patient, including medical history, treatment plans, and communication preferences. This enables healthcare providers to deliver personalized care and improve patient engagement.
Configuration, Custom Application Development, Administration, Data Migration and Deployment of applications to the Force.com platform.
Analyzing, Gathering and preparing business requirement documents by interacting with business users and clients. Demonstrated ability to lead and mentor a project by sharing skills, knowledge and expertise.
Proficient in interacting with clients (internal/external), gathering and documenting user requirements from the business team members and converting them into technical requirements.
Ability to work actively with different Design Tools to create Use Cases, and UML Diagrams such as Work workflow diagrams, Process Flow Diagrams, Entity Relationship Diagrams, and Data Flow Diagrams.
Expert in analyzing business requirements and transitioning them into use cases, functional specs, and activity diagrams using UML methodology in software such as Rational Rose and MS Visio.
Very Good Project Management and strong interpersonal communication skills with experience in organizing weekly Project Status and Task Review meetings.
Excellent Project Management skills including coordinating diverse groups of people and tasks, problems solving and achieving results.
Skilled in providing a high level of customer service and satisfaction on a technical & and functional level in resolving customer problems.
Strong communication, interpersonal, analytical & team building skills with proficiency at grasping new concepts quickly and productively utilizing the same.
Technical Skills
Salesforce Technologies: Salesforce CRM, SOQL, SOSL, Visual Force Pages / Components, Controls, Salesforce Outlook, Workflow & Approvals, Dashboards, Analytic Snapshots, Case Management Automation, Custom Objects, Apex Data Loader, Lightning Process Builder
Salesforce Tools : Data Loader, Force.com Excel Connector, Workbench
Databases: MYSQL, Salesforce Objects
Languages: Knowledge of Apex, Java script, HTML, XML,SQL.
Domain: Health Care and Real estate.
Documentation Tools : MS Office, Jira, Confluence
Operating Systems: Windows Variants
Software methodologies Waterfall and Agile Scrum.
CERTIFICATIONS:
Salesforce.com Certified Administrator
Education:
Master of Computer Application 2007
Employment History
Optum, Inc May 2023 - Present
Location( Remote)
Salesforce HealthCare Business Analyst/Product Owner
Optum, Inc. is an American healthcare services provider with business interests encompassing technology and related services, pharmacy care services and various direct healthcare services. It has been a subsidiary of UnitedHealth Group.
Responsibilities:
Managed multiple clients’ successful transition to Salesforce CRM. Built the Business Case, planned projects, addressed data migration issues.
Managed transitions from Classic To Lightning, trained team, went live, and provided post launch support, Service Cloud Support, and ongoing production support.
Business Analysis & Salesforce Consulting for IBM – Blue Wolf, Tera Data and a Auction.com
Generated $15 Million net new revenue by identifying a missed revenue stream.
Involved in gathering high-level business requirements to automate claims and developing detailed user stories and process flows
Participated in Sprint Planning, Daily Scrum Stand Up, and Sprint Retrospective meetings.
Responsible for quality responses to audit reports of REMS documents, PADERs, FDA mock inspections, etc.
Assisted with FDA inspections pertaining to the project management and other activities on the REMS.
Developed HL7 messaging for bi-directional case and disease report exchange, in HTML and XML formats, in accordance with HL7 specifications.
Overall, Salesforce Health Cloud aims to streamline operations, enhance patient care, and improve outcomes by leveraging the power of cloud computing and CRM technology in the healthcare industry.
Analyzed of HIPAA (Health Insurance Portability and Accountability Act) transaction codes such as 270/271 (inquire/response health care benefits), 276/277 (claim status), 470 (benefit codes), 835 (payment or remittance advice), 837 (health care claim) and 834 (benefit enrollment).
Participated in the development and grooming of Project Backlog Stories (Requirements) with business and technology partners.
Worked as part of Master Data Management (MDM) team and worked with the business and data governance groups to help the client develop their MDM program
Worked on data Profiling of source systems as needed to support design work
Led the effort to strategize the MDM initiative gather the Business Rules, matching strategy, survivorship rules from the Business.
Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Workflow & Approvals, Reports, Custom Objects, Custom Tabs, triggers, Email Services, SDFC Service Cloud, marketing cloud, Security Controls, Eclipse IDE Plug-in, Lightning, HTML5, CSS3, Java Script, jQuery, Windows Vista,
Walmart, Bentonville, AR Oct 2022 to April 2023
Role: Salesforce Administrator / Business Analyst
Responsibilities:
Extensive business knowledge and customization experience on various salesforce.com standard objects like Accounts, Contacts, Opportunities, Leads, Campaigns, Reports and Dashboards.
Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages for Case Assignments.
Implemented Salesforce Service Cloud and Opportunity Management ( case management, high volume customer portal, partner portal, visual force sites) for busness support and technical support for its channel customers.
Involved in creating gap analysis document, clearly identifying the data, business process and work flows of the organization with respect to salesforce.com implementation.
Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and Customer service. Coordinated with cross-functional teams to optimize SFA solution.
Designed and developed Service cloud and integration.
Development, implementation, and update focusing on Sales and Service Cloud.
Performed Data Analysis and migrated data from SQL Server database to sales force using data loader.
Worked closely with project managers to ensure timely delivery of QMS solutions within scope and budget.
Participated in the development and execution of change management plans to support the adoption of Veeva QMS.
Charged with modifying existing applications and custom objects.
Mail merge communication templates as per the organization requirements.
Manage enhancement queue and provide production support resolutions in SFDC
Manage data migration and integration, including mass imports and exports.
Created the data model & various custom objects to extend functionality related to Ordering.
Extensive experience using Sales force Administration (SFA), Profiles, Creating Roles, Page Layouts, Sharing, rules, Work Flows, Approval Workflows.
Extensive experience in analyzing business requirements, entity relationships and creating Salesforce custom objects, lookup relationships, junction objects, master-detail relationships.
Created various Reports (summary reports, matrix reports, pie charts, and graphics) and Report Folders to assist Service managers in better utilising Salesforce and configured various Reports and for different user profiles based on the needs in the organization.
Prepared the Business Requirements Document for the Implementation of the Marketing Campaign module of Salesforce.com
Removed the ambiguous requirements thereby improving the quality of requirements.
Documented detailed Business Requirements, non-functional requirements, and Use Cases.
Post-production support to ZL Regular and Super Users and handled the tickets generated.
Analyzed the Business Process; collected necessary data from users to coordinate with implementation consultants.
Created, new Project Methodologies, requirements, processes, and test cases..
Gathered Business Requirements to develop detailed Functional System Design specifications.
Made PowerPoint Presentations to show the ZL/Mock-up Screens to the Users.
Involved in Unit Testing, Integration Testing, Regression Testing and User Acceptance Testing (UAT) and then in the Go-live procedures.
Involved in creating and updating the traceability matrix for the new feature or any existing feature Enhancement.
Trained end-users and created User Reference Guides to process transactions.
Involved in spring planning meetings to pick the user stories for the sprint cycle.
Interviewed clients/business partners, defined functional and non-functional requirements, and Experience working closely with SCRUM Master, Product owner in prioritizing the user stories.
Experience with Live Demo, after the sprint cycle
Involved in Retrospective meeting
Experience working with cross-functional team.
Salesforce Administrator /Business Analyst
HCL Technologies-Hyderabad, India July 2018 to Aug 2022
Responsibilities:
Customize and personalize Salesforce.com based on requirements.
Worked on Apex Data Loader tool and Data Management.
Creating Report Types, Reports and Dashboards.
Creating Public Groups, Queues, Permission Sets, Profiles, Users and Security Settings based on role hierarchy.
Specific modules trained include System Administration, Document and Change Management, Deviation, CAPA, Non-Conformance, Business Intelligence Reporting Tool
Strong experience with salesforce.com CRM full implementation, migration of sales cloud, service cloud and Force.com platform.
Working intensively with the Sales Cloud for their business process.
Working with Salesforce Lightning security and performance features. Working Knowledge of Service Cloud or Sales Cloud.
Good Experience on Salesforce Lightning. Experience in third party integration with ERP (Marketing Cloud, Service Cloud).
Implemented Salesforce Development Cycle covering Sales Cloud, Service Cloud, Chatter & App-exchange applications and made new feature.
Worked on writing Apex Triggers and Apex Classes.
Experienced in the designing UI using Visual force Pages.
Migrating Meta data from one sandbox to another sandbox using Force.com IDE tool.
Force.com Migration tool kit for deployment.
Writing the Test Scripts for various scenarios.
Worked on preparing Technical Design Document.
Developed Apex Classes and Apex Triggers for various functional needs in the application.
Used SOQL with in Governor Limits for data manipulation needs of the application using Force.com Explorer.
Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
Security Controls like Profiles, Permission Sets, Roles etc.
Client: Esmob Technologies Pvt. Ltd, Hyderabad, India Nov 2015– June 2018
Role: Salesforce Administrator/Business Analyst
Responsibilities:
Performed the role of SFDC Analyst and Administrator.
Created Custom Objects, Tabs, and Sharing Rules as per the business requirements.
Worked on various Salesforce objects like Accounts, Contacts, Leads and Opportunities.
Provided user support and bug-fixing activities as per the SLA.
Worked extensively in customization of Service Cloud Console by embedding Visualforce pages in custom console components, highlight panel and interaction log.
Used service cloud on the case management standard objects (accounts, contacts, opportunities, campaigns and leads)
Analyzed the changes performed in CRM application for marketing, sales etc. translated them to business and functional requirements for Sales and Service Clouds in SFDC.
Implemented minor enhancements on standard objects like Campaigns, Leads, Accounts,
Contacts, Opportunities, Dashboards and Reports.
As SFDC administrator interacted with various business areas to gather requirements and
develop data models to suit complex business needs.
Worked with Visualforce List Controllers to act on a set of records with pagination and iterate
over a list of records to produce output in a list.
Laid the groundwork for the Force.com platform by creating custom objects, fields, tabs and
Modified simple workflows to incorporate Email Alerts and Field Updates.
Scheduled retrieval of report data to be used with Analytic Snapshots.
filled object data using Data Loader.
Worked with Formula fields for calculation, related object display, integration and data
realization.
Worked with Organization Wide Defaults, Role Hierarchies, Sharing Rules and Manual Sharing Defined permissions for Profiles and Administrative permissions to grant/deny users access to
to implement Record-based sharing platform features.
Setup Audit Trail to gather information about client usage.
Wrote Custom Formula fields and Validation rules.
Wrote Escalation rules to escalate the cases.
Developed Workflow Rules and Approval Process for some fields.
Created and deployed several reports for different user profiles based on the need in the
organization.
Customized the Dashboards to the track usage for productivity and performance of business
centers and their sales teams.
Troubleshoot problems and manage ongoing support requests of all staff.
Manage Salesforce security including roles, profiles, sharing rules, workflows and groups.
Worked closely with UAT team in clarifying and resolving any issues while implementing
Projects.
Participated in KT sessions for business users and other associates working with SFDC.
Responsible for documenting the user requirements and system design specifications.
Environment: Salesforce.com platform, Apex Language, SOQL, Change Set, Data Loader, Force.com, Work Flow-approval, Custom objects, Custom tabs, Email service, Html, Web service, Sharing Rules.
Tephrainc, New Jersey 09/2012 – 08/2015
Business Development
Responsible for Business Development of New Clients providing IT, Pharma and Engineering Staffing Solutions
Responsible for Client Acquisition, Client Development, Account Management and Recruiting.
Manage off-shore and on-shore recruiters
Manage Recruiting team to support Booz Allen Hamilton Federal contracts
Managing multiple National Accounts (ie. Bristol Myers Squibb, Johnson Controls, CBRE, Quest, etc.)
Respond to RFP’s, RFQ's, RFI's.
Design and execute comprehensive search strategies designed to recruit top quality talent.
Involved with National Minority Supplier Development Council, attending Business Opportunity Fairs, building relationships
with Supplier Diversity Managers, participating in workshops in advancing minority suppliers in the global supply chain.
Attended Vistas VMS Accelerators workshop for Optimizing Sales and Delivery for Staffing Firms.
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