Salesforce Administrator

German Vela

*****************@*****.*** 646-***-**** Valley Stream, NY LinkedIn Trailhead

WORK EXPERIENCE

PricewaterhouseCoopers October 2023 – Present

Salesforce Support Analyst

Provided technical support to a global user base exceeding 400,000 Salesforce users.

Delivered daily technical assistance to resolve over 50 support tickets per month, achieving an average resolution time of 24 hours or less.

Collaborated with cross-functional teams on 15+ integration issues, successfully resolving issues with Salesforce and various enterprise systems. (Workday etc.)

Maintained data accuracy by overseeing the import and export of over 10,000 records per month using the Data Loader.

Troubleshooted and implemented modifications to over 500 reports, dashboards, and report types, resulting in a 20% increase in data-driven decision-making.

Consistently was in the top 3 for most closed tickets every month, demonstrating exceptional problem-solving skills and efficiency.

Efficiently created support requests/defects and escalated administrative needs, resolving over 99% of technical challenges and business support issues.

Implemented knowledge base articles to document common troubleshooting steps and best practices, reducing support ticket volume by 15%.

Provided technical support and assistance with Einstein Analytics issues, helping users to effectively leverage the tool for data analysis and reporting resulting in a 15% reduction in support tickets related to Einstein Analytics and a 20% increase in user satisfaction with the tool.

Volcano Auto Parts June 2023 – Present

Salesforce Lead Consultant

Led the end-to-end implementation of Salesforce Sales Cloud for Volcano Auto Parts, worked with Standard and Custom Objects, Data Validation, Flows, Reports, and Dashboards to optimize the Salesforce implementation.

Efficiently managed user setup, profiles, roles, sharing rules, and customization of objects, fields, record types, page layouts, and validations. This reduced administrative overhead by 40%.

Collected user requirements and successfully configured Salesforce to meet specific business needs, resulting in a 35% improvement in user satisfaction and adoption rates.

Configured pick lists, dependent pick lists, lookups, junction objects, master-detail relationships, validation rules, and formula fields to enhance data integrity and system functionality. This resulted in a 25% improvement in data accuracy, reduced data entry errors by 30%

Configured dynamic price books tailored to different customer categories, enabling specific pricing for each auto part based on customer segmentation resulting in a 50% decrease in manual input time.

Designed a comprehensive sales path and process within Salesforce, incorporating best practices and tailoring to Volcano Auto Parts' specific sales cycle. This streamlined the sales workflow, resulting in a 20% reduction in sales cycle duration and a 15% increase in sales conversion rates.

Implemented a robust centralized inventory management system, automating the deduction and addition of quantities from the total inventory. This resulted in a 30% reduction in manual tracking efforts and improved inventory accuracy.

Established an efficient system to track the composition of auto parts, linking smaller parts to larger sets or assemblies. This enhanced visibility into part composition reduced errors by 25%, leading to improved inventory management. BHG Financial Jan 2023 – April 2023

Salesforce Administrator Intern

Designed and implemented 75 new solutions using declarative Salesforce tools such as Flows, Assignment Rules, Workflow Rules, Validations, Page Layouts, and Lightning Pages, improving end-user productivity and a reduction in manual errors.

Collaborated with a cross-functional Scrum team of Developers, Admins, and QA Testers to deliver 20+ high-priority user stories within tight deadlines, resulting in a 10% increase in overall team efficiency and productivity.

Collaborated with Senior Developers and Administrators to triage and resolve over 50 bugs and defects, resulting in a 20% decrease in the average time to resolve issues.

Designed and delivered Salesforce user training to reduce user support tickets by 15%. Created 10+ training materials to support ongoing user education.

Talent Stacker Aug 2022 – Sept 2022

Salesforce Administrator Volunteer

Created new process automation using Salesforce Flows, resulting in a 25% reduction in time spent on repetitive tasks, allowing for more focus on high-priority projects.

Conducted a month-long sprint with two Salesforce Administrators in an Agile scrum environment, delivering all client requirements within the allocated timeline and achieving a 100% client satisfaction rating.

Directed 3+ client sessions, gathering requirements and prioritizing user stories, resulting in the successful development of comprehensive solution documentation, and reducing project delivery time by 20%. EDUCATION

South New Hampshire University

BS, Finance (In Progress)

CERTIFICATIONS, SKILLS & INTERESTS

Dec 2024

Certifications: Salesforce Certified Administrator, Salesforce Certified Platform App Builder, Salesforce Certified Advanced Administrator, Salesforce Certified Business Analyst

Skills: Autorabit CI/CD, Requirements Gathering, XML, Excel, Sales Cloud, Technical Documentation, SOQL, Spanish, Data Loader, Jira, Flow Automation, Apex, Salesforce.com

Interests: Marketing Cloud, Talent Stacker, Journey Builder, Contact Builder, Email Studio, Mobile Studio, and Automation Studio.

Contact this candidate