Salesforce Administrator Service Cloud

Neha Verma

Email: *************@*****.*** Phone: +1-484-***-**** LinkedIn:

linkedin.com/in/neha-verma-4172b2267

Summary

Salesforce Certified Administrator with 10 years of experience specializing in Sales Cloud, Service Cloud, Experience Cloud, and complex Salesforce implementations. Skilled in Salesforce deployments. Proven expertise in managing Salesforce environments, enhancing system functionality, and providing innovative solutions to optimize business operations. Adept at collaborating with cross-functional teams and stakeholders to implement scalable solutions and ensure maximum ROI from Salesforce implementations. Key Skills

● Salesforce Administration (Sales Cloud, Service Cloud, Experience Cloud)

● Salesforce Deployments (Change Sets, Copado, ClickDeploy, Salesforce CLI)

● Data Management (Data Loader, Prodly, OwnBackUp, SOQL, Reports & Dashboards)

● Security and Access Management (Profiles, Roles, Permission Sets, SSO)

● Process Automation (Workflows, Process Builder, Lightning Flows)

● User Training and Production Support

● Salesforce Integrations (APIs, AppExchange)

● Agile Methodologies and Project Management (Scrum, Jira, Azure DevOps, TaskRay, Asana)

● Version Control (Azure DevOps, GitHub, Bitbucket) Certifications

● Salesforce Certified Administrator

● Salesforce Certified Service Cloud Consultant

● Copado Fundamentals I

Salesforce Credential Verification

Professional Experience

Sr. Salesforce Administrator

KL Discovery – Virtual, TX 06/2023 – Present

● Led the configuration and maintenance of Sales Cloud and Experience Cloud for 200+ users, streamlining processes to improve efficiency.

● Managed deployments using Copado, ensuring smooth migration from sandbox to production with minimal downtime.

● Automated business processes using Flows to eliminate manual steps and increase efficiency.

● Collaborated with stakeholders to gather requirements and implement custom objects, page layouts, and validation rules.

● Developed complex reports and dashboards for Sales and Service teams to improve decision-making and track KPIs.

● Conducted training sessions and provided ongoing support for end users, resolving issues and improving adoption.

● Led the development of lead creation processes using Experience Cloud.

● Designed multilingual customer experiences.

● Implemented DocuSign to streamline the sales process, enhancing efficiency and reducing the turnaround time for document approvals. Sr. Salesforce Administrator

Neighborworks America – Virtual, TX 04/2020 – 01/2023

● Implemented Customer Support Process, from Email-to-Case to case closure and customer surveys.

● Assisted in Salesforce deployments, data migrations, and ensured successful integration with third-party tools and custom apps.

● Implemented and managed security settings, profiles, roles, and sharing rules, ensuring proper data access control.

● Implemented Single Sign-On (SSO) for customers to access the support portal.

● Implemented Salesforce Knowledge Base on the support portal to assist customers.

● Spearheaded Salesforce Experience Cloud setup for customer self-service, improving partner and customer engagement.

● Delivered user support and troubleshooting for Sales and Service Cloud-related issues, achieving a 70% reduction in tickets after deployments.

● Coordinated with cross-functional teams to define requirements for custom development and system improvements.

Salesforce Administrator

Cigna Global Health Benefits – Virtual, TX 04/2018 – 03/2020 Salesforce Administrator

Target - Offshore Resource in India 11/2013 – 10/2017 Education

Panjab University – India

Master of Science (Mathematics) 2012

Panjab University – India

Bachelor of Education (Sci-Math) 2010

Panjab University – India

Bachelor of Science (Computer Science) 2009

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