Elisa Walker
Kitchener
Summary
Dynamic and results-driven Salesforce Analyst with over 3 years of experience in Salesforce administration, configuration, and data management. Proven ability to enhance system performance and improve user experience by analyzing and resolving issues within Salesforce CRM. Adept at working with cross-functional teams, providing support to end-users, and driving business processes through automation and reporting. Seeking to leverage expertise in Salesforce analysis and problem-solving skills to contribute to the success of your team!
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior CRM Systems Analyst
BlackBerry Limited
10.2023 - 10.2024
- Manage day-to-day operations of Salesforce CRM, including user setup, data management, and troubleshooting
- Collaborate with business stakeholders to gather requirements and recommend or create new Salesforce processes to their needs.
- Develop reports and dashboards to track business performance and provide actionable insights to leadership
- Create and maintain Lead/Contact/Account workflows with process automation tools like LeanData and some Process Builder
- Provide end-user support, training, and documentation to ensure high user adoption and effective use of the platform
- Work closely with technical teams to ensure smooth integration with other systems and third-party applications
Salesforce Business Systems Analyst
BlackBerry Limited
02.2022 - 10.2023
- Supported the day-to-day management of the Salesforce platform for a diverse range of users
- Developed and maintained complex reports, dashboards, and workflows to enhance decision-making and improve business operations
- Conducted data validation and cleanup processes to maintain data accuracy and integrity
- Led troubleshooting initiatives, resolving issues quickly to minimize downtime
- Trained co-op students in use of Salesforce and other integrated systems.
Salesforce Operations Student
BlackBerry Limited
05.2021 - 12.2021
- Managed on- & off-boarding users - configured profiles, roles, and sharing settings to control data access and user capabilities
- Performed Data imports, updates, and cleansing upon request
- Provided technical support to end-users, resolving issues related to user access, system functionality, and data integrity.
- Assisted in testing and implementing new salesforce features and system updates
Education
Bachelor of Science - Information Science
Conestoga College
Kitchener, ON01.2021
Certificate of Premedical Sciences -
Conestoga College
Kitchener, ON01.2018
Skills
- Salesforce Administration & Configuration
- Data Management & Reporting
- Salesforce Lightning
- Salesforce Classic
- User Support & Training
- Salesforce Integration
- Salesforce Security
- Data Privacy
- Problem-Solving
- Troubleshooting
- Business Analysis
- Requirements Gathering
- Communication
- Collaboration
- Salesforce Reports & Dashboards
- SQL
- Data Loader
- Workbench
- LeanData
- JIRA
- Confluence
- Windows
- MacOS
Certification
Certified LeanData Expert, 2024
Languages
English
Native or Bilingual
French
Limited Working
Projects And Achievements
- DemandBase (Marketing) Implementation & Optimization, played a key role in a successful data cleansing project, resulting in improved lead/contact routing.
- Process Automation, Implemented lead workflow automations to reduce manual efforts and improve business efficiency for specific teams.
- User Training & Documentation, Created user-friendly documentation and conducted training sessions of integrated sales tools that increased user adoption by ~50%.
- Completed mass data clean-up projects on key objects- Leads, Contacts, Accounts, and monitored/maintained the environment.
Timeline
Senior CRM Systems Analyst
BlackBerry Limited
10.2023 - 10.2024
Salesforce Business Systems Analyst
BlackBerry Limited
02.2022 - 10.2023
Salesforce Operations Student
BlackBerry Limited
05.2021 - 12.2021
Certificate of Premedical Sciences -
Conestoga College
Bachelor of Science - Information Science
Conestoga College
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