Salesforce Administrator Sales Rep

Sowmiya Nachimuthu

Virginia, USA • +1-240-***-**** • *******.*****@*****.*** • www.linkedin.com/in/sowmiya-v2212/ SUMMARY

Highly accomplished Salesforce Professional with 8+ years of experience. Adept at configuring, customizing, integrating, and supporting CRM solutions. Triple-certified in Salesforce and skilled in Journey Orchestration and ERP integrations. Proven ability to optimize system productivity through expertise in CRM business processes, and user training.

PROFESSIONAL EXPERIENCE

AARP, Washington DC Oct 2021 - PRESENT

Senior Salesforce Administrator

• Interacted with stake holders, sales rep, support team and architects for analysis, requirements gathering and created technical documentation

• Increased task automation by 30% by designing and implementing workflows, flows and approval processes in Salesforce.

• Enhanced operational efficiency by 70% as an integration expert by integrating third-party applications like DocuSign, FormAssembly, i-Coach

• Conducted stand-up meetings, collaborated with cross functional teams to prioritize the deliverables, ensuring on time delivery to our stake holders

• Integrated LEX Ideas with Salesforce, improving communication and idea-sharing among sales teams by 30%, resulting in enhanced collaboration and visibility.

• Created a record-triggered flow to automatically send a Qualtrics survey upon member creation, improving customer feedback collection and enhancing post-sale engagement.

• Developed a lead staging flow to divert customers to lead experts or support, increasing lead conversion by 20% and reducing response times by 30%

• Implemented Salesforce CPQ to optimize pricing and quoting processes for AARP’s membership plans, premium offers, including dynamic pricing models and automated quote generation.

• Configured advanced product configuration rules in Salesforce CPQ to support AARP’s various membership tiers and benefits which led to a 25% increase in membership tier upgrades and a 20% reduction in configuration errors

• Developed targeted campaigns and personalized customer journeys, resulting in a 30% increase in engagement and a 25% boost in revenue growth

• Designed and implemented welcome emails, join confirmation emails, registration emails leading to a 34% increase in engagement

• Scheduled and optimized renewal reminder emails, leading to a 27% increase in renewal rates and a significant boost in company revenue by effectively prompting timely renewals

• Implemented A/B testing for various marketing campaigns to determine the most effective messaging and strategies enhanced campaign effectiveness by 25% IIITB Innovation Centre, Bangalore, India Apr 2020 - Mar 2021 Senior Salesforce Administrator

• Integrated CVENT to Salesforce to export the registration information and processed it as a Contact, built an opportunity and sent it to Zuora (our Subscription Management system). This reduced the manual work and provided revenue increase to flow quickly.

• Built and implemented an automated Discount Approval Process that routes the approval flow based on the Discount %. This automation replaced the manual process of getting approvals that was happening outside of the salesforce ecosystem. This served as a better solution for Audit purposes.

• Implemented Live Agent (Chat) service to improve the SLA for our support teams. This increased CSAT score.

• Integrated a comprehensive knowledge base with Salesforce Service Cloud for a large-scale project, enabling self-service options for users.

• Designed and implemented a user deactivation process to ensure seamless data transfer. This involved defining data ownership rules, configuring automated workflows, and testing the process to minimize disruptions to business operations.

• Collaborated with business stakeholders and developer to conceptualize and implement an Account Management tool (Client Health) using Salesforce. Configured and customized the tool and enabled the fetch and display of related records on the Account layout. This tool acted as a single source of input, processing data and generating a client tier score, which resulted in a 29% increase in client renewals. IIITB Innovation Centre, Bangalore, India Feb 2016 - Mar 2020 Salesforce Administrator

• Increased data accessibility by 40% by migrating datasets to Salesforce CRM.

• Met with Sales users to identify the pain points and suggested potential automation approaches to reduce their challenges. This provided a customer-centric approach to our team and provided necessary solutions.

• Boosted user adoption by 50% by training over 100+ new users on Salesforce.

• Optimized Salesforce for 35% higher productivity using complex approvals, reports & dashboards, Workflow rules.

• Drove a 40% improvement in student engagement by leading a team in executing multi-channel campaigns using Salesforce Marketing Cloud.

• Integrated third-party applications like DocuSign, SurveyMoney, Zendesk, HubSpot, Sprout Social, Calendly, ClickTools & Marketo.

IIITB Innovation Centre, Bangalore, India Jan 2015 - Jan 2016 ERP Administrator

• Trained over 2000+ end users, increasing system adoption and user proficiency by 40%.

• Generated 50+ reports and dashboards, providing crucial data insights for management decision-making.

• Works closely with both technical and business to maintain a high performing optimized technology environment that drives process improvement

• Efficiently manages and prioritize projects and operational activities

• Customization of various modules involves in student life cycle CERTIFICATIONS & SUPER BADGES

Salesforce Certified Administrator

Salesforce Certified Advanced Administrator

Salesforce Certified Marketing Cloud Email Specialist Business Administration Specialist – Super Badge

TECHNICAL SKILLS & OTHERS

Salesforce Ecosystem: Sales Cloud, Service Cloud, Marketing Cloud, Education Cloud, Non-Profit Cloud, Experience Cloud (formerly Community Cloud), Einstein Analytics, and Tableau CRM Salesforce Skill Sets: Custom Objects, Fields, Page Layouts, and Record Types, Process Builder, Workflow Rules, Flows, Approval Process, Sharing & Visibility, Reports & Dashboards, AppExchange applications, Nonprofit Success Pack (NPSP), Mulesoft, Familiar with MFA & SSO, SOQL, REST API, JSON, Salesforce CPQ, Data Loader, Data Import Wizard, Sandbox environment management, DemandTools Tools: Microsoft Excel, MySQL, JIRA, DBeaver, ServiceNow, Calendly, Pardot, HubSpot, DocuSign, Postman, Marketo, Conga Composer, Docusign

Other Languages & Technologies: HTML, XML, CSS, JavaScript, Adobe AEP, KiteWheel (Xponent), AWS S3, RedShift, DOMO, Splunk, Microsoft Office Suite, Oracle NetSuite EDUCATION

Post Graduate Diploma in Software Development from International Institute of Information Technology, Bangalore – INDIA

Bachelor of Engineering in Electrical and Electronics Engineering, Anna University - INDIA

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