Business Analyst Salesforce Administrator

Jimmy Varghese

Phone number: +971********* Email address: *************@*****.***

Experienced Salesforce Administrator & Senior Business Analyst with 10+ years of expertise in Salesforce Administration, Deal Desk Operations, Order Management, and Process Optimization. Skilled in Salesforce CRM customization, user management, workflow automation, and data management, ensuring seamless business operations and efficiency. Proven ability to streamline quoting, pricing approvals, and contract negotiations, enhancing deal velocity and compliance with SOX and internal audit controls.

Key Skills

Salesforce Administrator Deal Desk Management & Quoting Order Management & Contract Negotiations Reporting & Data Analysis Process Optimization & Escalation Handling Stakeholder Management & Team Leadership Technical Skills

SAP Order Management Oracle Order Management

Salesforce MS Excel

Defined Benefit Systems (Fidelity proprietary systems like DBCS, CCW, HOBS) Process improvement

Professional Experience

10/2019 – 09/2024

Bangalore, India

Salesforce Administrator/Senior Business Analyst

VMware/Broadcom

Custom Objects, Fields, and Page Layouts: Created and managed custom objects, fields, page layouts, and record types to streamline sales and deal desk operations. Automation: Developed workflows, validation rules, and process builder to automate business processes, reducing manual intervention and enhancing data accuracy. User Management: Managed user profiles, roles, and permissions to ensure data security and compliance with organizational policies. Data Management: Performed data import and export operations using Data Loader to maintain data integrity and support bulk data updates. Training & Support: Provided Salesforce training and troubleshooting support to sales and deal desk teams.

System Configuration and Customization: Custom Objects and Fields, Workflow Automation, Process Builder.

Reports and Dashboards: Creating dashboards to visualize key performance indicators (KPIs) such as sales pipeline health, conversion rates, and individual sales performance metrics.

Sales Process Optimization: Worked with Sales, Finance, and Legal teams to streamline pricing approvals, discount requests, and deal escalations. Escalation Handling: Resolved high-priority issues related to quotes, orders. Professional Experience

10/2017 – 03/2019

Bangalore, India

Analyst 2

HCL Technologies

Order Processing: Accurately processed high volumes of customer orders, applying discounts, special pricing, and shipping details according to client contracts. System Expertise: Utilized Oracle, SAP, and Salesforce to manage order entries, data validation, and distribution, ensuring all processes met internal standards. Client Communication: Conducted weekly client calls to review order statuses and address urgent requests, enhancing customer relationships. Performance Tracking: Prepared daily reports to monitor queue volumes, urgent requests, and high-value orders, enabling data-driven decision-making. Process Optimization: Streamlined the order processing workflow, reducing order cycle times and enhancing service delivery to meet on-time delivery targets. Award Recognition: Awarded Employee of the Month for exemplary performance and commitment to exceeding quarter-end targets.

05/2016 – 05/2017

Bangalore, India

Specialist Operation Analyst

Fidelity Investments

Benefit Determination: Specialized in Defined Benefit and Defined Contribution processes, managing complex healthcare benefit calculations and disbursements. System Management: Worked on proprietary systems like DBCS, CCW, and HOBS to process, disburse, and resolve benefit payments based on customer-selected options. Training & Mentorship: Provided training and certification for new hires, ensuring they met client-specific SLA requirements and adhered to process standards. SLA Compliance: Managed work allocations and monitored service levels, achieving 100% compliance with client SLA expectations.

Awards & Recognition: Recognized for delivering zero-error performance and received multiple awards for operational excellence.

07/2013 – 05/2016

Bangalore, India

Senior Process Executive

Infosys

Order & Contract Management: Managed order and contract inquiries, ensuring accurate tracking of discounts, approvals, and contract compliance. Data Analysis & Reporting: Conducted monthly source analysis and validated offshore data inputs to generate accurate client-specific reports. Training Development: Developed comprehensive training materials for the Order Management team, incorporating updates to system functionality and business processes.

Performance Monitoring: Generated utilization trackers and KPIs, providing senior management with insights to optimize team performance and resource allocation. Issue Resolution: Proactively identified and resolved discrepancies in order processing, enhancing operational efficiency and customer satisfaction. Awards: Received RAMP and Spot Awards for consistently achieving high performance and exceeding team targets.

Education

2013 Bachelor of Business Management (BBM)

Mangalore University

Languages

English Hindi

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