Call Center Salesforce Administrator

MEENA KOSURI

Phone +1-972-***-****

Email ***********@*****.***

SUMMARY

Salesforce administrator with over 3 years of experience designing CRM solutions to improve business operations. Developed a wide variety of applications for specific company goals. Strong analytical and technical expertise as well as the ability to come up with efficient solutions. TECHNICAL SUMMARY

● Strong hands-on experience in implementing Salesforce security features using Profiles, Permission Sets, Role Hierarchy, and Sharing Rules.

● Experience in Salesforce.com configuration in creating the Custom Objects, various types of Custom fields, buttons, links, Record types, Page layouts, Workflow’s approvals, and Validation rules.

● Experience in customizing Salesforce CRM for generating web-to-leads and web-to-cases.

● Good experience in testing Web Services using Soap UI & REST API testing using Postman.

● Performed cross browser testing by using Selenium Grid on multiple browsers and on different platforms.

● Extensively worked on data warehousing and decision support systems with relational databases such as Oracle design and database development using SQL Server and TOAD.

● Experience in writing the SQL queries.

● Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships, validation, and formula fields to the custom objects.

● Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Quote, Forecasting, and Call Center.

● Knowledge in Salesforce.com SFA, Force.com Apex Classes, Apex triggers, Integration, Visual force, Force.com API, SOQL, and SOSL.

● Excellent communication and inter-personal skills, accustomed to working in both large and small team environments.

● Developed process enhancements through automations including Workflow, Approval Processes, and Escalation Rules.

● Experience in Salesforce Testing and Administration spanning all facets of package software and SaaS application implementation.

● Ability to identify business & user requirements, allocate and coordinate resources, and facilitate solution delivery within timeline, scope, and budget constraints.

● Skilled at strategic planning, vendor management, executive relations, and leveraging appropriate project and delivery methodologies (i.e., Agile, Scrum) to optimize outcomes.

● Created UI Pages using lightning app builder.

● Created reusable UI components with lightning component framework.

● Implemented Case Management Automation to track and solve customer issues by creating support process, record types, assignment and escalation rules. EDUCATION

Bachelors in Instrumentation and Control Engineering, JNTU, Narasaraopet. India TECHNICAL SKILLS

Salesforce Technologies: Workflows & Approvals, Reports & Dashboards, Email services, Formula, Validätion rules, Security Controls,SOQL,SOSL, Apex Classes, Apex Triggers, Visualforce Pages/Components,Developer Console.

Integration tools: workbench, Data Loader and Force.com Platform (Sandbox and Production). Interface Tools, SQL Loader, Data Export.

Microsoft Products: Word, Excel, PowerPoint, Outlook, SQL server reporting service and MS-Office. WORK EXPERIENCE

Xpressdocs - Salesforce Administrator / Fort Worth, TX (July 2020 - October 2022) Responsibilities:

● Manage users, roles, public groups, organization wide settings, role hierarchies

● Manage resetting passwords, modifying data and created ad hoc reports

● Worked as an Administrator and supported users (Sales, Application, Marketing and Engineering teams) in using unique solutions created in SalesForce.com.

● Understanding business logic and analyzing scenarios to develop an optimized workflow.

● Involved in identifying, planning, and implementing new SalesForce.com features and functions

(new screens, workflow, force.com objects, and reports, apex code) to meet business requirements.

● Performed a key role in building and planning the capabilities of the SFDC team.

● Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.

● Performed roles of Salesforce Configuration and Administrator.

● Created relationships using Lookup and Master-detail among custom and standard objects and created junction objects to establish many-to-many relationships among objects.

● Created various Formula, Rollup Summary Fields, Record types, Page Layouts, Search Layouts, Related lists, List views, Custom tabs, apps, Custom Links, Custom Buttons and Actions on a record detail and edit pages.

● Work with development team in resolving the issues

● Work with business users in UAT

● Help business with Salesforce production support

● Implemented Case Management Automation to track and solve customer issues by creating support process, record types, assignment and escalation rules.

● Configured Partner and Customer portal for the users in the organization for Partner selling.

● Administered, configured and managed Salesforce application user Profiles, Roles, Permission Sets, generating Security tokens, upgrade to managed app exchange packages.

● Created Workflow rules, Approval process on various objects to automate actions Email Alert, Field Update, Creating task, outbound messaging and time-dependent actions. Environment: Force.com IDE, Force.com Sandbox, Import Wizard, Apex, Controllers, Custom objects, Reports, Visual Force Pages, Apex Triggers, Security controllers, Slack and Outlook. Tecra Systems - Junior Administrator / Austin, TX (April 2019 - June 2020) Responsibilities:

● Create profiles and permissions documentation, data mapping, and reporting and dashboard building.

● Design Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

● Manage salesforce application user profile, permissions roles, and validation rules.

● Develop workflow ruled and defined related tasks, time triggered tasks, email alerts, field update to implement business logic.

● Design and dep$gy Custom tabs, validation rules, Approval Processes and Auto-Response for automating business logic.

● Design, develop, deploy page layout, components, custom objects, custom tabs, visual force pages to reach the needs of organizations.

● Use field level security along with page layouts to manage access to certain fields.

● Building the security model for the organization using Security, Roles, Field Accessibility, Organization Wide Default Settings, Profiles, Field Level Security, Permission Sets, and Sharing Settings.

● Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permission to provide shared access among different users.

● Implement picklists, dependent picklists, lookups, master detail relationships, validation and formula fields to the custom objects.

● Develop several Custom Reports & Dashboards to better assist managers and report folder to provide report accessibility to appropriate personnel.

● Generate several Reports and Report folders to support managers to better utilize Salesforce as a sales tool and organized various Reports for different user profiles

● based on the needs of the organization.

● Data migration using Data Loader.

● Employed Data Loader to read, extract, and load data from CSV file.

● Achieve import and export operations to load customer data and other master data adopting data loader.

● Implicate in mapping the fields among the current reporting system and Salesforce using data loader.

● Skilled on Case Management, captured cases from the company's website and customer emails

● Manage Auto response rules if customers approached beyond the business hours.

● Toiled on Record Types, Validation Rules, Triggers and Page Layouts.

● Generate sync of contacts, email alerts, events and tasks amidst Salesforce to Outlook and Outlook to Salesforce strongly.

● Organize Email Templates and Mail Merge Templates for various standard and custom objects.

● Deliver continuing support in the areas of SFDC configuration, administration, reporting, data migration, solution design and project coordination. Environment: Salesforce.com platform, Data loader, Import wizard, Slacks, Security controllers, Power point, Windows, Outlook and Quick books.

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