Ananya Mishra
Pune
Summary
Certified Salesforce Administrator with 6 years of experience helping teams solve problems. Looking for work as a Salesforce Expert to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Salesforce Technical Support Engineer
Salesforce
09.2022 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained response times to support business continuity.
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Documented faults and bugs for referral to development staff for use in updates.
- Delivered Tier-3 support and SME input to internal and external customers.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Designed tailored engineering solutions for customers based upon key requirements.
- Gathered trend data from customer calls and interactions.
- Offered assistance in implementing and developing training programs.
Salesforce Administrator
Tata Consultancy Services
02.2019 - 09.2022
- Working on Veeva CRM that is established on Salesforce , leading provider of industry cloud solutions for the life sciences industry
- Working with clients and end users to gather, understand, and define business requirements
- Work collaboratively with team members to design a solution that will meet a client’s business requirements and fulfill user stories
- Complete the configuration for user stories within Salesforce, AppExchange products, or other cloud-based technologies
- Collaborate with developers to test and verify that solutions will meet the business requirements
- Participate in key meetings with clients including requirement sessions, system demos, user acceptance.
- Set up and controlled user access levels across databases to protect important data.
Salesforce Administrator
Cognizant Technical Solution
10.2017 - 12.2018
- Worked on Salesforce.com CRM Application
- Providing technical assistance and end user troubleshooting for bug fixes, enhancements and “how-to assistance”
- Trained employees on the Lightning App Builder and other CRM tools/applications
- Make recommendations on changes to existing policies and procedures
- Resolve Escalated customer questions, issues and complaints
- Handling & Regular interaction with the client, Requirement gathering & building automations
- Knowledge of Lightning and transitioning Salesforce.com users to Lightning
- Implement, Develop, maintain, create and improve Salesforce CRM
- Providing salesforce admin support to premier plus clients
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Master of Computer Applications - Information Technology
Bharti Vidyapeeth University
Pune2017
Bachelor of Computer Applications -
CSJM University
Kanpur2015
Higher Secondary -
Kendriya Vidyalaya
Kanpur2012
Secondary School -
Kendriya Vidyalaya
Kanpur2010
Skills
- Proficient in Working SOQL queries and actions
- Enterprise Territory Management
- REST API & SOAP API
- Approval Process and other Automation
- Veeva CRM
- Service and Sales cloud configuration
- High Velocity Sales and Sales Engagement
- Overall User Management, Security and Sharing Model
- Expertise in Data Loader with all the Actions (Insert, Update, Delete, Upset, Export)
- Maintain and customize all aspects of the Salesforce platform including objects, fields, layouts, security
- Reports and Dashboards
- Splunk Queries
Certification
Salesforce Certified Administrator
Salesforce Certified Advanced Administrator
Salesforce Certified Platform App Builder
Salesforce Certified Sales Cloud Consultant
Timeline
Salesforce Technical Support Engineer
Salesforce
09.2022 - Current
Salesforce Administrator
Tata Consultancy Services
02.2019 - 09.2022
Salesforce Administrator
Cognizant Technical Solution
10.2017 - 12.2018
Master of Computer Applications - Information Technology
Bharti Vidyapeeth University
Bachelor of Computer Applications -
CSJM University
Higher Secondary -
Kendriya Vidyalaya
Secondary School -
Kendriya Vidyalaya
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