Salesforce Administrator Call Center
Resume:
Anu Bhardwaj
Salesforce Administrator
Roselle, IL 60172
****************@*****.***, ***.*******@*****.***
Professional Skills
• Ten years of Experience with One year of experience in Salesforce.com CRM platform as Salesforce administrator.
• Can work on various Salesforce.com standard objects like Cases, Accounts, Contacts and Opportunity.
• Experience in creating various Reports (Tabular Reports, Summary reports, Matrix reports, Joined reports, Pie charts, Dashboards) and Report Folders.
• Experience in using Data Loader for insert, update and bulk import or export of data from Salesforce.com Objects.
• Experience in using declarative features like validation rules, workflows, approval process, sharing rules automation for satisfying complex business process automations.
• Experience in implementing security and sharing rules at object, field, and record level for different users at different levels of organization, also created various profiles and configured the permission based on the organizational hierarchy.
• Email-templates, Flows, Process Builder, Page Layouts.
• Manages Salesforce.com administration, including but not limited to: user roles, security, profiles, fields/relationships, workflow rules, processes builders & flows, page layouts, validation rules, email templates.
• Develop new functionality within Salesforce.com, including custom objects, custom fields, formulas, processes & flows, page layouts, validation rules, assignment rules.
• Maintains multiple user profiles, role hierarchy, security, and sharing rules. Professional Experience
Company: Intelogik Solutions. September 2022 to February 2023 Salesforce Administrator
Client: Pure Insurance, USA
About Client: Pure Insurance is a million-dollar business serving many customers across the globe, and is using the Salesforce platform to maintain its huge insurance business. They use various standard features of Salesforce like lead management, case management and ensure quick solutions to customers as well as business growth. By using features like web-to-lead, web-to-case they are providing an interactive platform for customers. Also we have used many custom objects, automation and custom code used in this project to maintain this insurance business on Salesforce. Roles and Responsibilities:
• Creates custom application, objects, tabs, fields with the custom functionality to efficiently meet the business requirement.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Created reports, dashboards, and processes to continuously monitor data quality and integrity and assisting users with report design and management.
• Customized page layouts for Opportunity, Contacts, and Accounts depending upon user profiles and created permission sets where necessary.
• Worked on Assigning creating Roles Hierarchy, Profiles and Security setup within the organization.
• Responsible for setting up Field Level Security.
• Developed custom Workflows and Assignment Rules for case escalation.
• Implemented Field Level security for sensitive data holder fields.
• Implemented Salesforce automation using web-to-case forms, email-to-case, assignment rules, automation and queues, auto response rules, escalation rules, chatter groups, person accounts, cases and solutions.
• Created and used Email templates.
• Involved in end-to-end testing and gathering feedback from business users
• Involved in Working with Standard Salesforce features like Objects, Workflows, Record Types, Page layouts, Workflow Rules, Case Assignment Rules, and Escalation rules, Validation rules, Profiles, Roles, Reports and Dashboards etc.
Company : Intelogik Solutions. February 2022 to August 2022 Salesforce Administrator
Client : Unicef, USA
About Client: Unicef is a huge organization in Canada which has many activities related to health care. They have 1000s of clients and volunteers to run their activities around the world. For this mass process, they regularly conduct corporate seminars throughout the world and for that they are using one mini project of Salesforce. This project has information like seminar details, speaker details and various processes they followed. They mostly conduct 100s of such seminars in the world per month. The project was created for employees of the organization to enter these data and maintain the details. Roles and Responsibilities:
• Worked as Salesforce admin support governing user account creation, personal information setup, password reset, Roles & Profile creation, user group creation, updating company profile, Network access setup.
• Involved in setting up field level access for each custom object created based on the user’s role within the organization.
• Developed various Custom objects, Tabs, Entity-Relationship data model, validation rules, Components.
• Involved in the Data Transformation and Data Cleaning activities while transferring the data to the external system using Informatics on Demand.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Involved in field & page layout customization for the standard objects like Account, Contact, and Leads.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Involved in security levels and privileges by customizing Salesforce.com Profiles and Roles.
• Involved in customizing custom objects, tabs, fields, page layout as per the business need.
• Integrated Email with Salesforce.com for mass Email management and designed various custom Email templates.
• Maintained user roles, security, profiles, and workflow rules wherever necessary. Urdu Education Board August 2015 – February 2016
Senior Manager
About Client: Urdu education Board runs 8th Standard, Secondary and Senior Secondary level courses in Urdu, English and Hindi medium. It is an autonomous body under the Ministry of HRD, Govt. of India.
Roles and Responsibilities:
• Team management, work allocation and tracking.
• Responsible for communicating the decision of the Governing Body for grant of provisional affiliation/rejection to the concerned Institution in due courses of time.
• Liaising with the Government officers for ongoing Board needs and government compliances. One Stop Solution January 2012 – August 2013
Assistant Manager
About Client: One Stop Solution is an IT Company providing call center services; it also offers recruitment, Quality/Compliance auditing and media management services. Roles and Responsibilities:
• Managed a team of 30 associates, including two team leaders. Overall Process and Quality Control.
• CRM business process flow recommendations
Convergys (I) Services Ltd. April 2006 – November 2010 Sr. Specialist
About Client: Convergys, headquartered in Cincinnati, Ohio, is an ITES provider. Roles and Responsibilities:
• Training, Coaching and Monitoring of new representatives on the floor about product, compliance and tools.
• Inbound sales and service escalation calls
SSI Education, Kanpur May 2005 - March 2006
Center Coordinator
SSI Education is the power brand of Aptech Limited and the leader in high-end technology training in India.
Duties and Responsibilities: -
• Handled center activities like batch allocation to trainers and batch timings.
• Trained on MS-Office and MS-Access HTML, DHTML and JavaScript. Aptech Computer Education, Dehradun July 2003 – May 2005 Member- Faculty
Duties and responsibilities: -
• Training on MS-Office and MS-Access, HTML, DHTML, Frontpage 2000, C and JavaScript. Major Achievement:
• Was given a responsibility to train Indian Army officers from Sep 2003 – June 2005. EDUCATION
• Bachelor of Commerce, HNB Garhwal University August2001 – June 2003 PROFESSIONAL COURSES
• Salesforce Associate Certification.
• Salesforce Administrator Certification.
• DOEACC, O level Certificate.
• DISM (web designing and client server programming) from Aptech Computer Educations. AWARDS
Convergys (I) Services Ltd.
• Was Awarded the M-ACE Star in March 2008.
• Achieved OS target for the continuous 2 quarters.
• Honor of Recognition certificate for Achieving outstanding compliance for Feb 2008 – April 2008.
• Honor of Recognition certificate for Achieving outstanding Performance from August 2007- October 2007.
Contact this candidate