Business Analyst Case Management

Kanchan Kapadne

*x Certified Salesforce Professional

Mountain House, CA 925-***-**** Email: **********@*****.*** LinkedIn Trailhead Website Summary

Certified Salesforce Administrator, Business Analyst, and Platform App Builder with over 2 years of hands-on Salesforce experience and 17 years of entrepreneurial Journey. Proven expertise in Sales Cloud, Service Cloud, Experience Cloud, and NPSP. Skilled in analyzing business needs and delivering tailored Salesforce solutions to drive growth and customer satisfaction. Proficient in automation, data integrity, and process optimization with familiarity in CPQ and generative AI tools. Currently pursuing AI Specialist and Scrum Master certifications. Skills

Salesforce Expertise:

Sales Cloud Service Cloud Experience Cloud NPSP

Flow Automation Reports & Dashboards Einstein AI Chat Bot

Data Modeling & Management Case Management Omni-Channel

Permission Sets Validation Rules User Authentication

Formula Fields Generative AI Campaign Management Tools & Methodologies:

Lucidchart Jira Agile Methodology BPM

Data Loader Change Sets Web-to-Lead Integration

Atlassian Confluence UAT Testing

Certifications:

1. Salesforce Certified Administrator

2. Salesforce Certified Platform App Builder

3. Salesforce Certified Business Analyst

4. Jira Fundamentals Badge Confluence Fundamentals Badge Salesforce Experience

Abelian Salesforce Business Analyst

June 2024 – Nov 2024

Collaborated with public sector and nonprofit clients to analyze business processes and document workflows for Salesforce, Launchpad Grant Management, Case Management, CLMS, and Formstack implementations.

Conducted requirements gathering sessions, documented current and future business processes, and performed GAP analyses to map client needs to CRM solutions.

Authored user stories, acceptance criteria, RTMs, and backlog documents in Jira to align technical teams with client requirements.

Served as a project liaison, effectively communicating with clients, third-party vendors, and internal teams to ensure smooth project execution.

Assisted in pre-sales activities, provided quality deliverables, and recommended solutions tailored to client needs. Blaze Your Trail Salesforce NPSP Project Lead & Admin June 2023 – June 2024

Designed and implemented Salesforce custom objects, fields, formulas, and automation.

Translated diverse business needs into practical Salesforce solutions.

Developed Einstein Capture and phone trigger functionalities.

Configured Product and Order objects for Sales and Purchase Orders, Record Types, and Page Layouts.

Set up AWS CTI Softphone within Salesforce Call Center.

Implemented an inventory management system for efficient stock tracking and order processing.

Streamlined workflows using Business Process Mapping (BPM).

Managed Jira tasks and documented meeting notes and solutions.

Troubleshot and resolved issues, including Web-to-Case, auto-response, and reCAPTCHA functionality. Daniel Hanley Center for Health Leadership Salesforce NPSP Consultant July 2023 – Oct 2023

Built sandbox environments and streamlined testing processes for NPSP implementations.

Automated data entry using web-to-lead integrations, reducing errors by 30%.

Conducted admin training and deployed duplicate management solutions. Clicked Salesforce Admin and Business Analyst

Nov 2022 - April 2024

Worked in a team to utilize the Salesforce Professional Services Methodology (Discover, Define, Design, Deliver, and Deploy) to elicit requirements, needs analysis, and business case definition to scope a solution that meets a client’s business challenges.

Elicit, document, and analyze requirements around business challenges and then produce datadriven solutions.

Improve business processes and efficiency in Salesforce.

Work effectively with others under short time constraints.

Present findings with peers and industry professionals.

Created performance dashboards for the education industry, enabling actionable insights. Intellipaat Software Solutions Pvt. Ltd Salesforce Admin & App Builder Intern Nov 2021 – Nov 2022

Automated leads, cases, and opportunity management to drive revenue growth.

Ensured data accuracy with validation rules and duplicate management processes.

Configured Sales Lightning Cloud tools to enhance reporting and optimize sales operations. Entrepreneurial Experience

MeriSakhi Creations Founder

Oct 2005 – Jan 2022

Designed and developed an online presence, resulting in a 30% revenue increase.

Executed marketing campaigns across multiple channels, leading to a 20% boost in lead generation.

Streamlined workflows to optimize business operations, ensuring seamless organization and efficiency. Projects

Service Cloud AI Quest

Built Einstein-powered Chat Bot and Live Chat on the Experience site.

Automated email-to-case, web-to-case, and escalation workflows.

Conducted user acceptance testing and validated solutions. Business Analyst Sprint

Created KPIs and dashboards for the education sector.

Customized reports for marketing, admissions, and executive functions. Flow Automation Sprint

Designed business process models and automated B2B and B2C workflows.

Reduced manual processes by integrating data entry and communication flows using Screenflows, Record Triggered Flow, and Schedule Triggered Flow. Active Volunteer Work

Central Valley Marathi Mandal (NPO) - Marketing Lead (April 2024 – Current)

Spearheaded digital fundraising campaigns and crafted engaging social media content for events.

Designed promotional materials, including flyers and banners, using Canva.

Collaborated with cross-functional teams for seamless event planning and execution. Core Team Member (2014 – 2019)

Organized cultural and community events, managing budgets and logistics to ensure smooth execution. Certificates

Salesforce Certifications: Admin (ADM201), Platform App Builder, Business Analyst

Jira Fundamentals, Atlassian Confluence Fundamentals

Salesforce Ranger Rank on Trailhead

Education

Continued Education: Trailhead and Salesforce Talent Alliance Cohort (TACC)

Salesforce Training: Intellipaat Software Solutions Pvt. Ltd.

Diploma: Interior Design & Decoration, NDMVP’s College of Architecture, India

High School: KTHM College, Nashik, India

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