Salesforce Administrator
Mrunal Pattani
Sr. Salesforce Business / Product Analyst
Toronto
Summary
- Results-driven Salesforce Business Analyst with over 12 years of experience in delivering innovative technology solutions and enhancing business processes.
- 5x Certified Salesforce Business Analyst and skilled in leveraging Salesforce functionalities, including Sales Cloud, Service Cloud, and Financial Service Cloud, to optimize user experience and improve operational efficiency.
- Strong communicator with a passion for using data-driven insights to inform decision-making and enhance business performance.
- Committed to continuous learning and staying updated on the latest Salesforce developments to deliver maximum value.
Overview
12
12
years of professional experience
Work History
Sr. Salesforce Business / Product Analyst
IGM Financial
04.2024 - Current
- Collaborated with Sr. Product Owner to understand business needs and priorities and translated functional / non-functional requirements into actionable user stories.
- Prioritized and managed product backlog, ensuring that features and enhancements align with business priorities.
- Worked with internal team members to clearly articulate user stories, acceptance criteria, and technical specifications for development teams.
- Enhanced product performance by analyzing user feedback and implementing necessary improvements.
- Streamlined product development process for increased efficiency by identifying bottlenecks and optimizing workflows.
- Championed a data-driven culture within the organization, promoting use of analytics to guide decision-making and drive business growth.
- Leveraged Agile methodologies such as Scrum and Kanban that enhanced collaboration among team members and facilitated faster project completion timelines.
- Participated in agile/scrum ceremonies, such as sprint planning, stand-ups, and retrospectives, to ensure alignment among team members and stakeholders on project goals and deliverables.
Sr. Salesforce Business Analyst
RBC Capital Markets
02.2023 - 04.2024
- Participated in discovery sessions for CRM Transformation project initiative to migrate all users from Tier1 application to Financial Service Cloud
- Collaborated with Business stakeholders and technology teams to work on Data Integrity Initiatives to ensure data accuracy across on systems.
- Responsible for running scrum calls, maintaining healthy backlog and conducted backlog refinement sessions
- Support multiple business channels and user groups with ongoing product enhancements and feature development for major releases
- Consult with Line of Businesses on new requirements and optimization of existing capabilities on Salesforce platform.
- Mapped current business and operational processes and recommended areas for improvement.
- Collaborated in team-based, Agile environment to accomplish objectives by deadlines.
- Worked with business stakeholders for create meaning dashboards on CRM Analytics which allows to aggregate data from different systems.
- Worked on JIRA to maintain product backlog as well as create user stories
- Responsible to analyzing Trades on SQL to identify gaps; creating SQL queries to compare data for Salesforce
Sr. Salesforce Business Analyst
MUFG Union Bank
10.2014 - 12.2022
- Implemented Salesforce globally to Americas, EMEA, Oceania and Asia as well as implementing Service Cloud to regional bank users.
- Worked on Sales Cloud, Service Cloud, Financial Service Cloud as well migrating current users from Classic version to Lightning Experience.
- Responsible for creating, maintaining product backlog and leading backlog refinement sessions
- Served as a lead functional business analyst and Project Manager to work with development teams / cross-functional teams to deliver Salesforce projects and solutions.
- Supported requirements elicitation meetings with the business to collect functional and non-functional requirements relating to Salesforce technology enhancement and initiatives.
- Develop comprehensive test plans and test cases for Salesforce customizations, configurations, and integrations
- Perform functional, regression, integration, and performance testing on Salesforce applications and features
- Conduct thorough validation of user stories, ensuring alignment with business requirements
- Ensured QE best practices are followed
- Provided training to end users on incremental salesforce releases and new features.
Salesforce Business Analyst / Administrator
Thomson Reuters
06.2014 - 09.2014
- Acted as liaison between various business units and Project Team in all areas of support and the enhancements.
- Performed GAP Analysis and created "as-is / to-be" scenarios.
- Provided ongoing Salesforce.com business operations and administrative support to users of the application relating to system, data, and process, and effectively identify, prioritize, and escalate issues as required.
- Performed regular data quality maintenance and integrity check including data merging, transformation, imports and exports, de-duplication, ownership changes, address validation.
Salesforce Administrator (Part-Time)
Charter Oak Community College
05.2014 - 09.2014
- Developed, tested, documented, implemented and maintained: custom objects, custom fields, page layouts, record types, field validation, workflow rules, triggers, email templates, campaigns, reports, dashboards, Visualforce pages, Force.com sites, AppExchange applications and other third-party solutions.
- Managed data migration and integration, including mass imports and export
- Trained and updated staff on all system upgrades and alterations of procedures, etc.
Salesforce Administrator
Covance
11.2013 - 04.2014
- Acted as a primary administrator to support a 500+ full and partner user environment to ensure timely resolution of support requests.
- Worked closely with end users and developers to solve issues/bugs.
- Administered Salesforce on a day-to-day basis, including managing user accounts, profiles, permissions, page layouts, dashboards, reports, etc.
- Managed operational requests such as creating rules around workflow, validation, fields, advanced formulas, custom objects, flows, etc.
- Maintained proper documentation of processes, policies, application configurations and continual modifications and help related materials.
- Analyzed business requirements, procedures and problems to provide solutions Tools & Technologies: Conga Composer, Apex Data Loader, Workflow Rules, Validation Rules, Approval Processes, Waterfall.
Salesforce Consultant
Acumen Solutions, Inc.
06.2013 - 11.2013
- Worked on requirements gathering and project management for SFDC implementations in accordance with the needs of the organization.
- Developed and performed ongoing data quality measurement, verification, and enhancement processes.
- Expertise on migrating data from external legacy system into Salesforce application using Apex Data loader & CSV files.
- Worked on various Salesforce objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards.
Salesforce Administrator
New York City Department Of Buildings
12.2012 - 05.2013
- Identified need of the business functionality and perform analysis to implement new system functionality along with different Business and Technical users.
- Implemented security settings, field accessibility, password policies, session settings, network access as per the company requirements.
- Used Picklists, Record Types to enforce data quality.
- Used Tabular, Summary and Matrix reports to create Standard reports and Custom reports.
- Used Workflow process, workflow actions and time dependent workflow actions.
Salesforce Administrator
NetScout Systems, Inc
09.2012 - 11.2012
- Closely worked with sales and marketing team to transform and develop new requirements into design, implementation and deploy in production environment.
- Set up Assignment rules, Web To Lead and Auto-Response rules.
- Created Dupe-Blocker scenarios to identify duplicate leads.
- Customized Dashboards to track usage for productivity and performance of business centers and their sales teams.
Education
Masters of Business Administration - International Business
National University
San Diego, CA 01.2009 - 07.2012
Bachelor of Commerce - Accounting And Business Management
Gujarat University
Gujarat, India 01.2006 - 04.2008
Skills
Product Management
Salesforce Configuration
Lightning Experience
Agile Methodology
Salesforce Administration
SOQL
Data and Analytics
Tableau
Requirements Analysis
Software
Salesforce Advanced Administrator
Sales Cloud Consultant
Salesforce Business Analyst
Salesforce Platform App Builder
Timeline
Sr. Salesforce Business / Product Analyst
IGM Financial
04.2024 - Current
Sr. Salesforce Business Analyst
RBC Capital Markets
02.2023 - 04.2024
Sr. Salesforce Business Analyst
MUFG Union Bank
10.2014 - 12.2022
Salesforce Business Analyst / Administrator
Thomson Reuters
06.2014 - 09.2014
Salesforce Administrator (Part-Time)
Charter Oak Community College
05.2014 - 09.2014
Salesforce Administrator
Covance
11.2013 - 04.2014
Salesforce Consultant
Acumen Solutions, Inc.
06.2013 - 11.2013
Salesforce Administrator
New York City Department Of Buildings
12.2012 - 05.2013
Salesforce Administrator
NetScout Systems, Inc
09.2012 - 11.2012
Masters of Business Administration - International Business
National University
01.2009 - 07.2012
Bachelor of Commerce - Accounting And Business Management
Gujarat University
01.2006 - 04.2008