RIDDHI PATEL
Vancouver,Canada
Summary
Certified Salesforce Administrator with 5+ years pf experience and a proven track record of successfully implementing and managing Salesforce solutions with excellent interpersonal skills, problem analysis, and solving skills which allow to excel in working in a fast-paced, deadline-oriented environment. Excellent communication and interpersonal skills. Accustomed to working in both large and small team environments. Significant experience in issue resolution, client communication, and reporting. Extremely versatile and efficient in multitasking. Skilled at owning and developing relationships with clients and communicating ideas clearly to colleagues and clients. Proficient in administration, configuration, implementation, and support of the Salesforce CRM platform. Possess strong problem-solving skills, a growth mindset and constant drive to improve.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Technical Analyst (SF Admin)
Clariti Cloud Inc.
01.2023 - 09.2024
- Led end-to-end customer experience by serving as the primary point of contact for Salesforce technical issues from Tier 1 to Tier 3.
- Acted as the primary Salesforce expert for assigned clients, effectively translating their requirements into actionable Salesforce solutions.
- Collaborated closely with Clariti Product and Development teams on escalated technical issues, facilitating timely resolution and ensuring minimal disruption to business operations.
- Developed and maintained technical expertise in assigned product functionalities, leveraging knowledge to effectively support customers and enhance operational efficiency.
- Facilitated end-user training and documentation to improve customer proficiency and satisfaction.
- Effectively prioritized and escalated customer issues as required, ensuring prompt resolution and customer satisfaction.
- Assisted partner developers in troubleshooting integration with Clariti Products and Salesforce APIs, Apex, Visualforce, Flows and other Salesforce.com developer products, ensuring seamless functionality and resolving technical challenges promptly.
- Contributed to the enhancement of knowledge base materials, collaborating with Technical Writers to ensure comprehensive and up-to-date documentation.
- Orchestrated Clariti team efforts to ensure cohesive and efficient post-sales support activities across Tier 1 to Tier 3 levels.
- Implemented new troubleshooting protocols, reducing average resolution time for complex issues by 15%.
- Conducted root cause analysis on recurring technical issues, leading to a 30% reduction in repeat incidents.
- Developed automated support scripts, enhancing efficiency and reducing manual intervention by 25%.
- Mentored junior team members, boosting team proficiency and customer satisfaction scores by 10%.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
- Resolved critical issues by conducting root cause analyses, developing corrective action plans, and preventing future occurrences.
- Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
- Led Salesforce end-user training sessions, improving user adoption rates and ensuring that teams could leverage Salesforce functionality to its fullest potential.
Technical Analyst II
Clariti Software
01.2021 - 12.2022
Technical Support Analyst I
Clariti Software
12.2017 - 12.2020
Application Support Analyst
Trident Technolabs
07.2014 - 06.2017
- Provided quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA).
- Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met.
- Perform preliminary investigation on new incidents and escalate application bugs to development teams.
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Contribute to the development and maintenance of knowledge bases, FAQs, and user guides.
- Participate in technical testing and deployment activities, including coordination of user acceptance testing (UAT) and production releases.
- Analyze incoming ticket patterns to recommend operational enhancements and system modifications to development team.
- Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by 25%.
Education
Bachelor's degree - Electronics and Communications Engineering
Gujarat Technological University (GTU)
India04.2014
Skills
- Certified Salesforce Admin
- Salesforce Administration and Configuration
- Integration with Third-Party Systems
- Software Development Lifecycle
- Training and User Support
- Agile Methodology
- Problem-solving and Troubleshooting
- Attention to Detail
- Ability to Multitask
- Excellent Communication
- Experience in end-user
training and documentation - ITIL Methodology
Certification
Salesforce Certified Administrator (SCA), Salesforce, 3253785
Timeline
Senior Technical Analyst (SF Admin)
Clariti Cloud Inc.
01.2023 - 09.2024
Technical Analyst II
Clariti Software
01.2021 - 12.2022
Technical Support Analyst I
Clariti Software
12.2017 - 12.2020
Application Support Analyst
Trident Technolabs
07.2014 - 06.2017
Bachelor's degree - Electronics and Communications Engineering
Gujarat Technological University (GTU)
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