Bibiana Pontes
Salesforce Administrator
Mumbai
Summary
Well-versed Salesforce Administrator with 10 years of experience supporting sales and business analysis through detailed administration of complex systems. Deliberate educator, leading thoughtful and systematic tutorials on best practices for software utilization. Thorough troubleshooter solving complex software errors with urgency.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Salesforce Administrator
Screen Magic Pvt. Ltd
Mumbai
02.2022 - Current
- Set up and controlled user access levels across databases to protect important data.
- Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.
- Developed and updated databases to handle customer data.
- Modified databases to meet needs and goals determined during planning process.
- Created and updated database designs and data models.
- Conducted tests to identify issues and make necessary modifications.
- Implemented security measures to protect vital business data.
- Maintained excellent attendance record, consistently arriving to work on time.
- Increased customer satisfaction by resolving issues.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Installed and configured SMS Magic Application
Senior Officer
Accenture Services
Mumbai
09.2019 - 02.2022
- Provided strong leadership to enhance team productivity and morale.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
- Produced staffing matrix to provide adequate coverage of department.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Logged call information and solutions provided into internal database.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated timely responses to online customer communication and researched complex issues.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Assisted call-in customers with questions and orders.
- Maintained and managed customer files and databases.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Senior Analyst
Tata Consultancy Services
Pune
03.2016 - 11.2018
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Sought ways to improve processes and services provided.
- Entered orders into salesforce computer database system.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Verification Officer
Tech Buzz Private Limited.
Mumbai
09.2011 - 01.2016
- Verified client information by analyzing existing evidence on file for Employment, Education and Department & transportation.
- Posted payments to accounts and maintained records.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Initiated, performed, documented and approved data validations and technology or test method transfers.
- Led projects and analyzed data to identify opportunities for improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Bachelor of Commerce -
Yashwantrao Chavan Maharashtra Open University
Mumbai 05.2011 - 06.2014
Higher Secondary School - Commerce
St Xavier's Junior College
Mumbai 06.2009 - 05.2011
Secondary School Certificate -
Lourdes High School
Mumbai 06.2008 - 05.2009
Skills
Systems administration
Decision-Making
Critical Thinking
Planning and Coordination
Active Listening
Timeline
Salesforce Administrator
Screen Magic Pvt. Ltd
02.2022 - Current
Senior Officer
Accenture Services
09.2019 - 02.2022
Senior Analyst
Tata Consultancy Services
03.2016 - 11.2018
Verification Officer
Tech Buzz Private Limited.
09.2011 - 01.2016
Bachelor of Commerce -
Yashwantrao Chavan Maharashtra Open University
05.2011 - 06.2014
Higher Secondary School - Commerce
St Xavier's Junior College
06.2009 - 05.2011
Secondary School Certificate -
Lourdes High School
06.2008 - 05.2009