Alabang Consultant
Resume:
Francis John EstenzoBusbus
*** ***-*** ******** ******** Pasig City
Contact nos.: +639**-***-****
Email Address: *******@*****.***
JOB OBJECTIVES:
To join an organization or growing company that provides continuous learning and an opportunity to maximize my skills and practice my values.
TECHNICAL FIELD OF EXPERTISE:
Knowledgeable in Computer (Microsoft Word, Excel, Access and the Internet/Microsoft Outlook), Salesforce Consultant, Change Manager, Project Management, Business Analyst, willing to be trained, Good interpersonal skills, flexible, excellent team member, goal oriented and self-motivated person, has good oral and written communications.
ACADEMIC ACHIEVEMENTS:
●Silver Awardee (Magna Cum Laude)
●Top 1 since first semester
●Most Diligent Trainee Award at AIG, Alabang
SCHOLARSHIPS:
●BCE Scholar (Highschool-College)
●AMY Foundation Inc. (College)
WORKING EXPERIENCE:
Head of Business of Analytics & Renewal Operations & Compliance at Bolton International (November 2020- Present)
Spearhead departmental assistance to SFDC UAT exercise, integration work on SF orgs, (re)building reports and analytics
Early adopter to new IT tools affecting business operations by acting as adoption lead to Power BI tool and perform advance report build and analytic dashboard.
Oversee data integrity of SFDC by performing data upkeep mechanism, remediate irregularities etc. Provide leadership and business insight to “CS Analyst team” on report and dashboard creation and management for OnDemand team.
Process documentation owner and general (Excel) data management owner
Performs ad-hoc task and projects as deemed appropriate by management.
May perform additional responsibilities analogous to his role, skills and capability that will provide further support OnDemand team.
Operation Lead for Salesforce at Unilever (September 2019 – November 2020)
Change Manager (September 2019 -November 2020)
Act as day-to-day escalation point for all supported business units
Act as the support system for HR Services
Sending communication for the releases per sprint at Unilever
Play a key role in ensuring projects change initiatives meet objectives on time and on budget by increasing employee adoption and usage. Focusing on the people side of change, including changes to business processes, systems and technology, job roles and organization structures.
Own and ensure execution of SLAs, customer satisfaction and metrics for supported processes
Help prepare operational/executive weekly/monthly/ad-hoc reports
Identify and prioritize continuous improvement and "innovations" suggestions brought forward
Coordinate and communicate day-to-day Service delivery issues
Manage capacity, utilization, financial forecast and actuals
Managed a team of global outsourced employees across Sales and Marketing Operations functions
Document, train and initiate changes to existing processes
Audit processes and reporting provided by the outsource provider to ensure compliance, and identify process and performance defects.
Conduct occasional site visits for several onshore/offshore locations
Advise the business on best practices and available tools to manage business processes and other strategic initiatives
Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner.
Global Operation Lead for Salesforce at Lamudi (August 2018 – September 2019)
Exact Target (Salesforce Marketing Cloud) Administrator at Lamudi (August 2018 – Present)
oSalesforce Certified Administrator (ADM 201)
oSalesforce Certified Advanced Administrator (ADM 211)
oSalesforce Service Cloud Consultant
RESPONSIBILITIES AS GLOBAL OPERATION LEAD FOR SALESFORCE:
Act as day-to-day escalation point for all supported business units
Own and ensure execution of SLAs, customer satisfaction and metrics for supported processes
Help prepare operational/executive weekly/monthly/ad-hoc reports
Identify and prioritize continuous improvement and "innovations" suggestions brought forward
Coordinate and communicate day-to-day Service delivery issues
Manage capacity, utilization, financial forecast and actuals
Managed a team of global outsourced employees across Sales and Marketing Operations functions
Document, train and initiate changes to existing processes
Audit processes and reporting provided by the outsource provider to ensure compliance, and identify process and performance defects.
Conduct occasional site visits for several onshore/offshore locations
Advise the business on best practices and available tools to manage business processes and other strategic initiatives
Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner.
RESPONSIBILITIES AS EXACT TARGET (SALESFORCE MARKETING CLOUD) ADMINISTRATOR:
Collaborating with our clients marketing, analytics and technology teams to execute development and advanced configuration activities within the Marketing Cloud platform.
Managing our clients’ Marketing Cloud integrations and implementations, and collaborating with end-users to create and manage complex workflow rules, data validations, and triggers.
Develop and create customized reports and dashboards, in addition to building and integrating data for use within Marketing Cloud.
Always keeping up to date on the newest Salesforce features and functionality, and providing recommendations for process improvements.
Creating and maintaining documentation on processes, policies, application configuration and materials for end-users.
Functional Consultant / Business Analyst at IP Converge Data Services (August 2017 – August 2018)
oSalesforce Certified Administrator (ADM 201)
oSalesforce Certified Advanced Administrator (ADM 211)
oSalesforce Service Cloud Consultant
RESPONSIBILITIES AS FUNCTIONAL CONSULTANT
Participate in sessions with Salesforce.com customers and other team members to understand Business Requirements and Business Processes Analysis.
Document detailed business, functional & technical requirements.
Configure and customise Salesforce.com Sales and Service applications
Configuration of Salesforce.com and related third party applications
Liaison with clients on an ongoing basis, to maintain and develop the business relationship, ensure satisfaction with services provided, and identify opportunities for further growth.
RESPONSIBILITIES AS BUSINESS ANALYST
Providing and recommending alternative methods of implementation or presentation to best meet the business client’ needs, and to provide user-friendly solutions.
Documenting, following up and resolving issues related to each assigned project.
Status review and reporting
Providing software development support including responding to operational issues, testing preparation, and hands-on testing.
Proficient in MS Word, Excel, Visio, Data Modeling and power point
Collaborates and communicates with other business analyst, technology and partners.
Successfully justify recommendations and results with estimated/actual costs and benefits.
Provide functional support for existing and future business processes on the Salesforce.com and PRM platforms that support our Sales and Partner organizations
Collaborate with the team to assess the cross functional impacts of business decisions across the Salesforce platform and provide input on IT processes and procedures affecting the team
Providing new Process
HANDLED PROJECTS
Functional Consultant / Business Analyst at Del Monte Corporation ( 2017 - Present)
Functional Consultant / Business Analyst at Magsaysay Shipping Lines ( 2018)
Functional Consultant / Business Analyst at Matimco Incorporation (2018)
Functional Consultant / Business Analyst at Sultan Kudarat Milling & Trading Inc (SKMTI) (2018)
Functional Consultant / Business Analyst at UNISTAR (2018 - Present)
Functional Consultant / Business Analyst at Leeches Property Consultant (Present)
Functional Consultant / Business Analyst at James Hardie Philippines (Present)
Application Development Analyst at Accenture Eastwood Quezon City (October 2016 – April 2017)
oLicenses
oSalesforce Certified Administrator (ADM 201)
oSalesforce Certified Advanced Administrator (ADM 211)
oSalesforce Case Manager (Queue Management)
RESPONSIBILITIES AS SALESFORCE ADMINISTRATOR:
Provide one to one training to end users on an on-going basis.
Expand use of Salesforce.com, attend planning meetings, assist with determining if /how salesforce.com can be used in new ways as opposed to purchasing a new internal system.
Assist sales management to create processes in salesforce.com to help monitor activities, trends, sales and leads
Communicate regularly with user base regarding new features, enhancements and changes to the system
Monitor usage and mentor users/groups needing assistance.
Continually seek ways to further enhance the end-user experience
RESPONSIBILITIES AS SALESFORCE CASE MANAGER:
Monitoring the queues and assign the incidents before missing Response time SLA
Tickets to be assigned with respective Support Engineer according to required skills sets
Follow up with engineer for closing the tickets those are going to be SLA breached
Assigned the tickets which are out of scope to Service Desk/Other Teams.
Publishing Weekly Change Calendar
Daily Report on Incidents/Change/Problem tickets and SLA status
Daily Change schedule reminder to respective change assignee
Shift Handover to Next Queue Manager
Summary report on all Major incidents happen on that day
For high number of repeated incidents, you need to relate the incidents with Parent incident and cancel the duplicate incident by marking the parent ticket info.
Need to discuss with Manager lead for taking action against bouncing tickets
Salesforce System Administrator at HCL Technologies, Taguig City (October 2015- September 2016)
oLicenses
oSalesforce Certified Administrator (ADM 201)
oSalesforce Certified Advanced Administrator (ADM 211)
RESPONSIBILITIES AS SALESFORCE ADMINISTRATOR:
Proactively seek out and identify needed system changes.
Proactively gather feedback from users.
Manage system changes without interruption to the user.
Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation.
Gather requirements from end users.
Modify the system to increase benefits and usability.
Manage the change control process and “Change Management” Committee if appropriate.
Manage all processes that impact / relate to Salesforce.com.
Manage new releases of SFDC and efficiently roll out new features.
Create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions.
Create custom objects when necessary.
Handle on-going customization/ alteration of Salesforce.com.
Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment
Create new reporting capabilities and respond to ad hoc reporting requests as needed.
Provide support functions as needed.
Provide sales and financial data to company executives.
SEMINARS / TRAINING ATTENDED:
Salesforce FSL( Fields Service Lightning ) Training
And Enablement Training
Salesforce Philippines, Trendsnet Makati
June 20-21, 2018
●Salesforce Philippines Success Forum
Salesforce Philippines, Fairmont Makati
May 16, 2018
●App Builder (Salesforce)
Accenture, Eastwood
October 2016
●ADM 211 Advance Salesforce Administrator
HCL, Mckinley Hill Taguig
November 2015
●ADM 201 Salesforce Administrator
HCL, Mckinley Hill Taguig
October 2015
●Windows Storage Management 2012
Rivan IT Training Center
January 15, 2015
●Introduction to Insurance
AIG, Alabang
June 29, 2015
●Articulate Training
AIG, Alabang
July 15,2015
ACADEMIC QUALIFICATIONS
Bachelor of Science in Information Technology,
Montessori Professional College International
Pasig Campus
2012 –2015
CHARACTER REFERENCES:
Ms. Jodarlyn Dioquino
Ass. Manager at Accenture
Ms. Catherine Biagtan
Salesforce Case Manager at Accenture
Ms. Dezza Abing
HR Staff at St. Paul College Pasig
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