Salesforce Administrator Customer Service
Resume:
CONTACT
*******.******@*****.***
EDUCATION AND TRAINING
Post Graduate in Industrial Relations And Personnel Management
Bhavans Institute of Management Studies
Hyderabad, Telengana, India
CERTIFICATIONS
Salesforce Administrator
Salesforce Certified Platform Developer I
Salesforce Certified Platform Developer II
Salesforce Certified Marketing Cloud Administrator
Professional Scrum Product Owner I
Scrum Master
SUMMARY
Experienced Salesforce Administrator specializing in optimizing CRM workflows and enhancing data quality. Proficient in Salesforce configuration, customization, and report generation. Demonstrated success in improving operational efficiency through effective database management, user training, and system troubleshooting.
Specializing in Genesys CX and Service Cloud contact center management. Proven expertise in optimizing contact center operations and improving customer service processes through CTI integration. Skilled at configuring Salesforce to align with business needs, ensuring a seamless agent and customer experience.
SKILLS
Sales Cloud, Service Cloud, Community Cloud, Financial Cloud, Marketing Cloud
I have hands-on experience with Salesforce Omni-Channel, configuring and optimizing it to streamline customer service workflows and improve agent productivity.
Leveraged Lightning Web Components (LWC) to support custom user interface needs, contributing to an improved and interactive user experience.
Salesforce configuration (objects, fields, page layouts, record types, workflows, and validation rules)
User management (profiles, roles, permission sets, and sharing settings)
Data management (data import/export, deduplication, and data quality)
CTI (Computer Telephony Integration)
Security settings and user access controls
Reports and dashboards creation
Automation (Process Builder, Flow, Workflow rules)
Agile methodologies
Einstein Analytics
Deployment tools (Git Hub, Bit Bucket, change sets, ANT, Copado, or other CI/CD tools)
Teamwork and Collaboration
Sandbox management and change sets deployment
Flexible and quick to adapt, able to take on various roles with ease and confidence, while staying resilient in challenging situations.
Genesys CX Maintenance
Excellent communication and collaboration abilities
EXPERIENCE
Sr Salesforce Administrator
Transamerica Piscataway, New Jersey
03/2023 - 09/2024
Constructed customized objects, in addition to optimized workflows, building processes, and validation rules that bolstered overall performance.
Developed and maintained Salesforce security, including user roles, profiles, sharing rules, and assignment rules.
Configured custom objects, fields, formulas, page layouts, record types, validation rules, and workflow rules.
Assisted in deploying and maintaining LWC-based features, ensuring seamless functionality and user adoption.
Collaborated closely with cross-functional teams to gather requirements and design custom solutions to meet business needs.
Analyzed business requirements, developed functional specifications, and collaborated with stakeholders to implement solutions that meet business objectives and streamline operations.
Worked closely with business units to gather requirements, identify system improvements, and deliver solutions that align with company goals.
Performed system maintenance and optimization activities, such as monitoring performance, identifying areas for improvement, and implementing best practices to enhance the efficiency of the Salesforce platform.
Demonstrated proficiency in importing and exporting data using Salesforce DataLoader, ensuring data integrity and accuracy.
Created reports and dashboards in Salesforce to meet business requirements.
Leveraged Microsoft Excel to manipulate and prepare data for import into Salesforce, streamlining data management processes.
Involved in developing, implementing, and testing on the Sandbox environment.
Involved in deploying code to different environments using change sets, Copado, GitHub, and VS code.
Sr Salesforce Administrator
JP Morgan & Chase Jersey City, NJ
07/2021 - 02/2023
Administered Salesforce instance, focusing on Sales Cloud and Service Cloud functionalities.
Optimized Salesforce by tailoring customizations to fit business requirements which included configuring objects, fields, formulas among others.
Strong familiarity with applying Salesforce Service Cloud specifically for optimizing customer service operations
Ensured the security of the Salesforce system through continuous monitoring and updating of user roles, profiles, sharing rules, and assignment rules.
Partnered with developers to integrate LWC into Salesforce solutions, enabling more dynamic data displays and responsive designs.
My experience includes integrating Omni-Channel with Service Cloud, ensuring seamless customer interactions across various communication channels, enhancing the overall service experience while reducing response times, and improving service efficiency.
Customized sales process flows using Process Builder and Flow Builder based on user needs.
Developed custom VisualForce pages for customer-facing portals.
Provided training and support to end-users, ensuring smooth adoption and utilization of the Salesforce platform.
Contributed to the development of best practices and documentation for Salesforce administration
Developed contingency plans for data restoration in case of unforeseen incidents
Supported Salesforce functionalities related to trade and investment management, ensuring accurate tracking and reporting of investment activities
Perform configurations and customizations in the Salesforce platform.
Build required custom solutions (Declarative, Non-Declarative).
Executed role hierarchies, shared rules, and recorded level permissions to provide shared access among different users.
Perform unit testing and integration testing to ensure quality delive rables
Provide functional demos to the business users
Participate in process improvement efforts.
Salesforce Developer/Admin
Optus Sydney, Australia
10/2017 - 04/2021
Enhanced customer service operations at Optus Telecommunications by implementing and managing Service Cloud functionality, leading to improved response times for client inquiries.
Achieved alignment between Optus's unique business processes and Salesforce instance by customizing Users, Profiles, Roles, Custom Objects,and establishing function-specific Page Layouts.
Enhanced Genesys CX platform leading to better customer service operations
Ensured scalability of Salesforce solutions by collaborating closely with Optus cross-functional teams.
Demonstrated expertise in CTI for efficient call routing
Developed and maintained custom Workflow Rules, Validation Rules, and Approval Processes in Salesforce, streamlining internal processes and enforcing data accuracy standards.
Acted as a subject matter expert for Salesforce DataLoader, facilitating the seamless import and export of data to and from Salesforce, enabling efficient data management and reporting capabilities.
Enabled proficiency in the usage of Salesforce functionalities by conducting inclusive training sessions for Optus personnel from diverse domains.
Implemented best practices and governance policies for Salesforce administration, including security controls, data access permissions, and data retention policies, ensuring compliance with regulatory requirements.
Salesforce Administrator
Telstra Melbourne, Australia
08/2015 - 09/2017
Established validation rules across different objects.
Developed and maintained Salesforce security, including user roles, profiles, sharing rules, and assignment rules.
Integrated telephony solutions with Salesforce to enhance operational efficiency
Performed customization of fields, record types, page layouts, and validations for improved TTCs.
Managed Service Cloud contact center environment to enhance support operations
Created custom objects, tabs, and sharing rules as per the business requirements.
Customized page layouts for Opportunity, Contacts, and Accounts depending on user roles and groups.
Created permission sets for user groups to access certain areas while restricting others.
Created the Reports and Dashboards as per the business requirements.
Implemented pick lists, dependent pick lists, lookups, junction objects, master-detail relationships, validation, and formula fields to the custom objects.
Customized Salesforce Fields, Page Layouts, Record Types, Queues, and Profiles, and make the same changes in test and production boxes.
Designed custom tabs, approval processes, and auto-response rules for automating business logic.
Created relationships and created junction objects to implement roll-up summary fields to aggregate data from child records on the parent.
Siebel Administrator
Telstra Melbourne, Australia
08/2010 - 06/2015
Configured Siebel application to meet requirements of the business.
Developed custom scripts to automate processes within Siebel environment.
Created and maintained documentation related to server configurations and setup procedures.
Implemented security measures to ensure secure access to sensitive information stored in the system.
Managed user accounts by creating profiles, assigning roles, and setting up permissions.
Trained new users on how to use the various features of the Siebel application.
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SIRISHA BIDTANPALLI
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