Customer Care Salesforce

ROHMA SALIM

408-***-**** **********@*****.*** San Jose, CA

SUMMARY OF QUALIFICATIONS

PROFESSIONAL EXPERIENCE

Rodan + Fields LLC – Salesforce Business Specialist-Service Cloud July 2018 - July 2020

Worked closely with the Salesforce Service Cloud Administrator to perform daily administration and support of CASES’, Salesforce database including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations.

Collaborated with Customer Care leadership to execute strategic vision of Service Cloud features. This also include: planning & analysis of staff and end-users, as well as, creating and managing complex workflow rules, data validation, and triggers.

Developed and created customized reports and dashboards as needed;

Created and document application requirements by working together with those involved in the development of the Service Cloud console enhancements and changes.

Kept abreast of new Salesforce, Service Cloud, functionality. Provided recommendations for process improvements.

Partnered with the Customer Care Process Improvement Team to create and maintain documentation on processes, policies and application configuration.

Partnered with the Customer Care Communications Team to create easy-to-understand Knowledge articles for users as database applications are developed.

Partnered with the Customer Care Technology Operations team to triage and prioritize all Salesforce related tickets using excel, Jira and ServiceNow.

Able to effectively communicate with a technical audience to translate business needs.

Participated in (SIT) & (UAT), testing user stories and business processes in a Sandbox environment for Service Cloud projects.

BD – Marketing Assistant March 2018 - June 2018

Worked directly with customers, via phone and email, to track the usage status of capital equipment sold.

Updated and maintained customer usage status list in Excel per customer interaction by utilizing Pivot Table and VLOOKUP’s.

Exploratory Data Analysis on Historical Data and getting insights from the historical data.

Proficiency in MS Outlook, MS Excel and possess professional phone etiquette. Reza Khan Real Estate Brokerage – Marketing Assistant February 2017– March 2018

Collaborated with cross-functioning teams to create, test, deliver, track and optimize email marketing campaigns.

Increased open rates by 25% by developing email marketing strategies for campaigns using MailChimp

Generated email and direct mail campaign mailing lists for marketing campaigns.

Updated and maintained websites for clients.

Vasona Systems International – Marketing Assistant & Salesforce Admin November 2014 – March 2018

Created and maintained Salesforce standard objects such as Accounts, Contacts, Leads, Reports and Opportunities

Designed and implemented Custom Objects, Custom fields, Page layouts, Custom tabs and Components to suit the needs of the application; created workflow rules and defined related tasks, and field updates

Implemented pick lists, dependent pick lists, lookups, master detail relationships, and Record Types to enforce data quality Setup Marketing Campaigns.

Configured and maintain User profiles, role hierarchy, sharing rules Security, and Password policies.

Configure workflows and other automated processes

Salesforce Certified Administrator

3+ years of experience as a Salesforce admin

Advanced Salesforce proficiency

Ability to integrate third party applications

Marketing automation platform expertise Exceptional end user support

Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.

Perform database de-duping and clean up procedures

Design the layout of the email messages for marketability and communicating company brands through email marketing by utilizing Pardot.

Ran weekly and monthly Email Analysis Reports and provided effective feedback and solutions to improve future campaigns’ unique open rates and unique click-through rates

Provided functional support to end users of Salesforce and related integrated systems on a daily basis

Perform deployments as requests by the engineering and operations analyst teams

Create Salesforce dashboards and reports; collaborated with teams with configuration and testing as needed

Diversified segmentation of the database

Assume responsibility for evaluating tickets associated with business critical processes EDUCATION

San Jose State University (SJSU)

December 2016

B.S., Business Administration

Related coursework includes: Integrated Marketing Communications, Marketing Research and Consumer behavior

LEADERSHIP

Integrated Marketing Communication Campaign, SJSU August 2015 – December 2015

Collaborated with 4 classmates and company executives in making marketing decisions for the delivery of organic vegetables for a start-up company, Spade & Plow

Developed a competitive strategy including integrated marketing campaign, manufacturing cost reduction plan, and creating innovative product enhancements

Managed all aspects of the project, meeting all deadlines, tracking team progress, and motivating team members

SJSU International Business Association January 2014 – May 2015

Managed all aspects of organization, including member registration, meeting agendas, speeches, improv, and awards

SKILLS & INTERESTS

Skills: Excel, PowerPoint, Salesforce, Google Suite, ACT, Constant Contact, WordPress, MailChimp Interests: US Citizen. Loves hiking, music, travel, and networking.

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