Summary
Overview
Work History
Education
Skills
Timeline
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Taiwo Oyenaya

Business Analyst/Salesforce Administrator/consultant
Regina,Canada

Summary

· A 4x Certified professional with over 13 years of experience in Business Relationship Management, Finance, and Salesforce Administrator/Service & Sales consultant/Business Analyst.

· Professional with a strong client/user satisfaction record using different tools and applications (Data loader, Flows, Process builders, workflow, Change Sets, and testing, Jira and Kanban Tools, Data Import Wizard, Salesforce Lightning Experience, Waterfall & Agile.

· Capable of transitioning organizations into highly effective ones and leading organizations through accelerated growth and rapid change with Salesforce CRM.

· A Professional with excellent communication Skills, Strategy thinking, Problem-Solving, Multi-tasker, Team prayer, and Business Technology

Overview

15
15
years of professional experience

Work History

Salesforce Administrator

Manifest & Company Inc.
01.2021 - Current
  • Developed and updated databases to handle customer data.
  • Conducted tests to identify issues and make necessary modifications.
  • Proved successful working within tight deadlines and a fast-paced environment
  • · Implemented solutions to improve efficiency by automating workflow design to integrate Salesforce seamlessly for the organization, increasing customer satisfaction.
  • · Created and maintained validation rules, custom workflows, approval process Flows, Process builders, custom objects, and fields which cut down on cost by 60%.
  • · Improved analysis of business needs and requirements gathering for use in application design and development.
  • · Integrated from sandbox to change sets for testing and Account integrity, deduplication, field audits, and data cleanup.
  • · Created and maintained users, profiles, record type, Community configuration, Page Layouts, permission set, and roles.
  • · implemented and researched Salesforce-based solutions including third-party applications to enhance business.
  • · Implemented solutions to improve efficiency and recommend system changes in support of the business.
  • · Developed reports, and dashboard application processes to continuously monitor data quality and sales permanence.
  • · Assisted Support Team with escalated issues arising from support agents of internal and customer-facing Salesforce environment.
  • · Supports and maintains third-party apps that work in conjunction with, feed data into or use data from Salesforce.
  • · Reflected current sales resource deployment, and updated SFDC such as assigned territories, accounts, team structure, etc.
  • · Developed and implemented requisite policies, procedures, reporting, and applications to ensure SFDC data accuracy and integrity.

Business Analyst

Veritas Registrars Ltd
01.2014 - 01.2020
  • Collaborated with stakeholders to define project objectives and criteria.
  • Provided technical support for troubleshooting analytics and reporting issues.
  • Collaborated with teams in product line transition to streamline manufacturing footprint.
  • Updated and developed scripts and queries to extract and analyze data from multiple sources
  • · Successfully handled all escalated customer cases by working toward a win-win solution for stakeholders and customers.
  • · Managed Stakeholders in gathering the necessary metrics requirements and document specifications for declaring automated dividend payments.
  • · Effectively automated process for collecting transmission documents from proposed Administrators of the deceased shareholder and ensured accurate filing techniques are employed through automation.
  • · Worked closely with the IT team to improve solutions to customers’ security question checks and automate approval processing in releasing customers.
  • · Used Agile business requirements gathering following Agile best practices in story writing, acceptance criteria, and sprint retrospective.
  • · Constantly researching ways to seamlessly automate various forms required to be completed by customers and automatically assigned to the agents in charge.
  • · Identified where business needs are not being met and made recommendations for changes required to support a business need.
  • Demonstrated ability to ask probing questions to resolve issue root cause and/or requirement/solution gaps with customers and stakeholders

Customer Service Representative Agent

Veritas Registrars Ltd
01.2008 - 12.2010
  • Delivered prompt service to prioritize customer needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Clarified customer issues and determine the root cause of problems to resolve product or service complaints.
  • · Answered inbound and outbound calls promptly.
  • · Advised customers about the various forms to be completed such as dividend mandate form, change of name form, change of address form, and probate Administrator process documentation.
  • · Carrying out adequate security question checks on all customer accounts and documents submitted before releasing vital information to the customer.

Education

Bachelor of Science - Accounting

, University of Lagos
Nigeria

Master of Arts - Managerial Psychology

University of Lagos
Nigeria

Licenses & Certifications

Skills

  • Dashboard Design
  • User Profile
  • Business Requirements Documents (BRDs)
  • Client Requirements
  • Acceptance Criteria
  • Customer Relationship Management
  • User Management

Timeline

Salesforce Administrator

Manifest & Company Inc.
01.2021 - Current

Business Analyst

Veritas Registrars Ltd
01.2014 - 01.2020

Customer Service Representative Agent

Veritas Registrars Ltd
01.2008 - 12.2010

Bachelor of Science - Accounting

, University of Lagos

Master of Arts - Managerial Psychology

University of Lagos

Licenses & Certifications

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Taiwo OyenayaBusiness Analyst/Salesforce Administrator/consultant