Salesforce Business Analyst / Administrator

MERCY C

EDWIN

Toronto, ON L*B +1-647-***-**** ******************@*****.***

PROFESSIONAL SUMMARY

A highly motivated and results-driven business analyst with over 8 years of Industry experience and 3+ years in Salesforce ecosystem, I possess expertise in requirements gathering, solution design, project management, and driving teams towards tangible business outcomes. My proficiency in Salesforce CRM implementation enables me to deliver measurable results, enhance customer satisfaction, and boost sales productivity. I have demonstrated success in Salesforce implementation, customization, and management.

SKILLS

Extensive experience with the Software development life cycle, application design patterns, integration, patterns and deployment planning.

· Demonstrated expertise in managing all aspects of Salesforce implementation lifecycle, from requirement gathering to system maintenance

· Experienced working in Cross-functional teams, identifying business requirements and supporting sales/marketing efforts. In-depth experience in CRM business processes like Forecasting, Campaign Management, Lead Management, Pipeline Management, Order Management, Account Management, and Case Management.

· Strong experience in managing Salesforce integrations with external systems such as ERP, Marketing automation, and other third-party tools

· Experience working in Agile methodology, Scrum methodology, Waterfall model and Test-driven development. Created test scenarios on Sandbox and production environment and migrated code to deployment upon successful testing.

WORK HISTORY

JANUARY 2021-CURRENT

Salesforce Business Analyst Manifest & Company Inc.

Collaborated with stakeholders to identify business needs and data sources.

Analyzed data to identify root causes of problems and recommend corrective actions.

Gathered and analyzed business requirements, developed user stories, use case and documented functional specification.

Configured and customized Salesforce modules to meet business needs, including custom objects, workflows, validation rules, email templates, and reports

Collaborated with cross-functional teams including developers, QA analysts, and project managers to deliver high-quality solutions

Developed and executed training programs for end-users to ensure adoption and utilization of Salesforce functionalities

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NOVEMBER 2019-DECEMBER 2020

Salesforce Business Analyst/Administrator SRT Med Staff

Managed Salesforce CRM and provided technical support to resolve user issues and optimize processes.

Collaborated with stakeholders to identify business needs and data sources.

Designed and developed data pipelines to acquire, clean and process data.

Analyzed data to identify root causes of problems and recommend corrective actions.

Developed complex dashboard and reporting tools to track business performance metrics.

Successfully migrated data from legacy CRM systems into Salesforce with zero data loss

Maintained the Salesforce platform by monitoring support tickets and user issues.

JANUARY 2012-JUNE 2019

Business Analyst Zenith Bank Lagos, Nigeria

Performed GAP analysis in order to fully understanding the current state and identifying future state functionalities to be incorporated into the new solution.

· Facilitated Business Requirements gathering process and documentation for launching of CRM solution.

· Assessed impact of current business processes on users and stakeholder and evaluated potential area for future enhancements.

· Translated stakeholder CRM requirements into different tangible deliverables like use case diagrams, workflow process diagrams, user stories, and test cases.

· Prepared Business Requirements Documents (BRD) wrote user stories and prioritized product backlog (hybrid environment).

· Coordinated the development, testing and implementation of system specifications.

· Managed change requests to reduce risks and impact on project timelines and budget.

EDUCATION

Bachelor of Science: Business Administration

Nnamdi Azikwe University, Awka, Nigeria

Salesforce Administrator Certificate

Salesforce Service Cloud

ACCOMPLISHMENTS

Lead the successful Implementation of Salesforce CRM solution for an e-commerce organization, resulting in 40% increase in productivity and a 30% increase in revenue.

Designed Salesforce Billing System Application that automated daily transactions for a telecom and improved overall customer experience by 12%

Managed Salesforce CRM and provided technical support to resolve user issues and optimize processes

Configured and customized Salesforce modules to meet business needs, including custom objects, workflows, email templates, and reports.

Successfully managed and delivered multiple projects simultaneously, meeting and exceeding all project deadlines and budgets

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