KANIKA SHARMA ABBI

Project 1

Role: Process and Business Analyst

Industry: Energy & Utilities, Automotive, Logistics

Responsibility: Align process maps with Itineris and FLUI for processes. Document Epics and SF Features. Record Details of changes Requested being asked for by client. Record clarifications related to requirements in scope. Update the L1 Process maps, Epics and Features.

Project 2

Role: Delivery Manager & Business Analyst

Industry: eCommerce Logistics
Responsibility: Analyze business processes & features across multiple locations & Salesforce orgs. Commonality map of fields, entities, businesses, and customizations across multiple org. Integration touch point overview & analysis. High level design of OneTemplate for all orgs across all regions. Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.

Project 3

Role: Delivery Manager & Business Analyst

Industry: Automotive
Responsibility: Leveraged and delivered the project with maximum Salesforce’s out of the box functionalities of Service cloud & Auto cloud, flexi pages, SLA management using Entitlements, Service Process Studio, Case Management, Omni-Channel, etc.

Project 4

Role: Salesforce Business Analyst

Industry: Automotive

Gather and document the requirements after analyzing business needs. Work closely with Salesforce architect to provide the solution design. Present the user stories to the stakeholders with the requirements and solution design to get it approved for the upcoming sprints.

Project 5

Role: Salesforce Developer Industry: Lifesciences
Responsibility: Responsible for coordinating with onshore Business Analyst to document the enhancement requirements according to the business processes. Work with developers & testing team to complete the UAT.Maximized performance by monitoring daily activities and mentoring team members.

• Onboarded new employees with training and new hire documentation.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Managed and motivated employees to be productive and engaged in work.

• Support to establish the business for AUNZ market
• Identify and make recommendations to eliminate sales process bottlenecks to improve sales team efficiency
• Coordinate with stakeholders to continually identify areas for improvement & new enhancement scopes for CRM system
• Capturing & documenting requirements for the product team
• Manage seamless CRM Admin support for sales and sales operations teams & act as an escalation point
• Developing and maintaining daily, weekly, monthly and quarterly reports and Key Performance Indicators
• Maintain process documentation, standard operating procedures and communication of any changes to impacted audiences
• Create and maintain documentation on sales processes, policies, and create & provide relevant sales training materials to assist with onboarding new sales talent
• Ensure Team readiness for process or systems changes
• Internal process management- managing processes internally and laying down business processes for the sales team.

• Developed customized solutions to address unique client needs. Set up the cadence process for Uzio in Salesforce using process builder, workflow rules, email alerts, email templates.
• It was a complex situation because it required conditional alerts, i.e., when a particular task/event is closed or not closed and had multiple scenarios to be met in order to complete the whole process.

• Interacted with various business team members to gather and document the requirements
• Created process documentations for reference and use by Sales team
• Conducted training for sales team on use of SaIeForce.com for new joiners & enhancements made to the system
• Used workflows to govern data input and flow across various objects for clean data and reporting
• Defined lookup and master-detail relationships and created junction objects to establish connectivity among objects Gather detailed requirements from end user for configuration enhancements to be implemented in Salesforce Coordinate with the development team to manage the release items for each release
• Used the sandbox for testing and migrated the enhancements to the deployment instance after testing them in sandboxes
• Used Data Loader & Demand Tools for data management in force.com platform
• Sales team incentive calculation through performance achievement analysis, reporting on sales targets achieved.

• Maintaining CRM (Salesforce.com) user interface
• Daily tasks upload and data cleansing for accounts, contacts and leads using Apex Data Loader and Demand Tools
• Produce ad-hoc and custom CRM Reports, strategic reports for Sales Forecast Measures.