IT HEALTH CARE
Meticulous, organized, and diligent Salesforce Administrator with a learner’s mindset, a technical curiosity, and a passion for organizing and visualizing information. Motivated by a personal commitment to serve, embrace challenges and exceed expectations. Deep knowledge of the salesforce.com implementation and development life cycle process, including business process analysis and requirements understanding. An effective leader with strong leadership, analytical, communication, interpersonal, problem solving, and multi-tasking skills, along with the ability to maintain strong relationships.
Business Analysis User Management Conflict Management Time Management Team Supervision
Leadership SharePoint Administration MS Office
CVS HEALTH CORPORATION, USA. 12/2020 - 01/2022
Managed the fast-paced queue of support/project requests from sales, marketing, finance, human resources, development, and IT end-users, driving all issues to resolution with a strong focus on customer satisfaction.
•Analyzed business requirements and resolved case requests, including configuration/customization of 80+ profiles, permission sets, public groups, roles, role hierarchy, forecasting, field-level security, record types, queues, reports, dashboards, and identification/documentation of bugs.
•Worked on Custom objects, Static resources, Page layouts, Workflows, Validation rules, Custom settings, Custom and labels.
•Defined lookup and master detail relationships on the objects and created junction object to set up connectivity among objects.
•Worked on custom objects, application and custom report type. Dealt with queues and groups, and created assignment rules, email alerts, and templates for case management.
•Implemented record-level and field-Level security and configured their sharing settings.
•Developed and customized salesforce.com application based on user needs.
•Developed field and page layout customization for the standard objects, like Account, Contact, and Leads.
•Participated in Accounts Merging, maintaining Public Groups; created Reports and Dashboards.
•Assisted with Record Types, Validation Rules, Triggers, and Page Layouts.
•Collaborated with senior team members to analyze each product and its competitor, to integrate new products, and to optimize existing products imported accounts and contacts data through Import Wizard.
•Created a new object with multiple page layouts and record types.
•Created Salesforce Process Builders to create, schedule, open, close and advance tasks based on business requirements.
•Created task views, reports, and dashboards for staff and management.
•Created sales processes to automate Leads to Contacts, Accounts, and Opportunities and approval flows to further automate their sales process.
•Participated in Accounts Merging, keeping Public Groups; created Reports and Dashboards as per the customer requirements; and worked on Record Types, Validation Rules, Triggers, and Page Layouts.
Lubna Rafiqi 404-***-**** Page 2
INFOSERVE TECHNOLOGIES 04/2018 - 11/2019
•Contracted Salesforce Administrator to develop a comprehensive project management system using Salesforce.
•Collaborated onsite with a client to develop workflows and processes to track, check and report on installation solar installation projects.
•Created Salesforce Process Builders to create, schedule, open, close and advance tasks, based on business requirements.
•Implemented SFDC best-practices comprised of configuration, reporting, system management, data management and integrating tools.
•Managed and implemented the SFDC security, including security and sharing data, and configuring security futures.
•Translated business requirements into SFDC system functionality.
•Customized SFDC to meet specification requirements.
PAKBELL CORPORATION 11/2016 – 03/2018
Resource Planning Coordinator
•Identified and closed communication gaps to complete project 3 weeks ahead of schedule and maximize productivity for future projects.
•Instituted use of Microsoft Office and Visio to streamline process of tracking timeline, progress, tasks, and costs, which greatly improved project estimate accuracy.
•Communicated between customers and internal members about project details, including budget, estimates and timeline.
•Ensured all teams were properly equipped with necessary requirements and tools; completed 85% of projects on time.
•Collaborated with field personnel to address and solve on-site issues, as needed.
•Prepared Excel spreadsheets, reports, and PowerPoint decks for meetings between cross-functional team members.
•Used conflict resolution skills to resolve disputes between employees, clients, and vendors, typically within minutes of being made aware of the issue.
•Regularly educated employees in the correct interpretation of all project plans.
•Patient Intake form for the enhancement.
•Performed Salesforce enhancement and UAT testing.
•Led the Kick-Off call to make sure of the understanding.
•Handled Salesforce administration and problem solving.
•Invoiced using Digital Invoicing Platform and Ariba.
•Conducting onboarding and outboarding of employees.
•Designed, administered, and supplied maintenance for the SharePoint site.
•Installed the Verint application.
•Created standard operating procedures.
Master of Business Administration (MBA)
Bachelor of Business Administration (BBA)
• Project Management Certificate (google)
• Salesforce Administrator Certification
• Google Cloud Professional Certification (In Progress)