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 - 2012.07
Bachelor of Commerce - Accounting And Business Management
Gujarat University
Gujarat, India 01.2006 - 2008.04
Skills
Product Management
undefinedSoftware
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 - 2012.07
Bachelor of Commerce - Accounting And Business Management
Gujarat University
01.2006 - 2008.04
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