Prashant Bakle
Sr Business Analyst
Pune,MH
Summary
Dedicated and experienced Senior Salesforce Business Analyst with 8 years of expertise in optimizing Salesforce implementations to drive business success. Proven ability to gather requirements, translate business needs into technical solutions, and lead successful Salesforce implementations.
Overview
12
12
years of professional experience
Work History
Senior Business Analyst
CUBE84
7 2021 - 4 2024
- Collaborate with cross-functional teams to gather and analyze business requirements, translating them into effective Salesforce solutions
- Gather functional requirements, document them in user stories, and ensure correct configuration by the offshore team
- Design and implement custom Salesforce solutions, optimizing business processes and increasing efficiency
- Lead user training and provide ongoing support, ensuring the successful adoption of Salesforce across the organization
- Collaborated with stakeholders to define project scope, objectives, and deliverables, ensuring successful project completion within timelines and budget constraints
- Act as a subject matter expert in Salesforce, providing guidance to team members and stakeholders
- Contribute to the development of data-driven strategies to improve sales and customer relationship management
- Generated standard and custom reports to provide insights into business performance
- Translated business requirements into high-level conceptual design to meet program performance, usability, and scalability criteria.
Process Analyst (Salesforce Success Agent)
Cognizant Technology Solutions
07.2018 - 07.2021
- Proficiency with Salesforce Sales Cloud, Service Cloud, and CPQ Administrative responsibilities such as User Administration, establishing Profiles, Roles, Users, Page Layouts, Approval Rules, Validation Rules, Lead/Case Assignment Rules, Duplicate Rules, Autoresponse Rules, Escalation Rule, Web-to-Lead, Email-to-Case, Data Sharing Settings, and Data Migration using Data loader
- Worked on data migration from databases to Salesforce using Data Loader
- Build the organization's role hierarchy by adding roles as per the organization's structure and creating custom profiles to satisfy the organization's hierarchy
- Establishing and maintaining thorough and accurate documentation of all work; communicating technical issues within the scope of the assignment; assisting with technical specification documentation and review
- Working collaboratively with teams as necessary and assuming individual responsibility for assigned portions of platform goals
- Creating and managing reports and dashboards for a better user experience with their sales and service-based apps.
Sr. Technical Support (Salesforce Support)
Tech-Mahindra
01.2016 - 01.2018
- Salesforce User Management: Create, update, and deactivate user accounts in Salesforce ensuring compliance with organizational policies
- Assign and manage user roles, profiles, and permissions to ensure appropriate access levels
- Monitor and resolve login issues, password resets, and other user access problems
- Data Integrity and Security: Maintain data integrity by regularly auditing user access and ensuring adherence to data security protocols
- Conduct regular reviews of user activity logs to identify and address any unauthorized access or unusual behavior
- User Training and Support: Provide training and support to new and existing users on Salesforce functionalities and best practices
- Develop and update user guides, training materials, and FAQs to enhance user proficiency
- Serve as the primary point of contact for user inquiries, troubleshooting issues, and providing timely resolutions
- System Configuration and Customization: Configure user-related settings in Salesforce, such as login hours, IP restrictions, and multi-factor authentication
- Customize Salesforce profiles, permission sets, and sharing rules to meet the evolving needs of the organization
- Collaborate with IT and Salesforce administrators to optimize system performance and user experience.
CONCENTRIX
11.2014 - 01.2016
- Project: Virgin Media (Broadband Technical Support)
- Responsibilities: Performed trouble shooting for Broadband connection’s issues
- Managed email settings- Handled Webmail issues and Client mail settings which is Incoming mail server POP3 and IMAP, Outgoing Mail server SMTP
- Fixed PC issues-PC working slow, virus detection and removal, PC clean up, APIPA (Acquiring private IP Addressing) which starts with 169.255; help to get rid of APIPA by releasing and renewing IP
- Slow Speed/intermittent connection- checking the Pings and tracert, checking the internet only in modem mode, updating drivers, safe mode with networking
- Managed static IP and Dynamic IP allocations
- Monitored customers account from configuration page to prevent hacking.
WIPRO
09.2012 - 05.2014
- Project: BT-Open Reach
- Responsibilities: Worked as an active Subject Matter Expert where I handle critical escalations
- Provided Coaching to advisors if required, Conducting Floor Huddles, Floor walking, Trained Couple of Batches as well, Trained and worked on 5 different queues
- Trained batches and ensured that the candidates clear the OJT phase and go live on production floor
- Attended conference call with Client for updates.
IBM DAKSH
12.2010 - 09.2011
- Project: Sprint Telecommunications
- Responsibilities: Worked as an Executive wherein I used to more than dual chats as per the requirements, Floor walking, handling escalations on behalf of Team Lead
- Conducted Team huddle to improve the team performance
- Trained new executives, managed their attendances and provided coaching on chat etiquettes.
WIPRO
12.2009 - 11.2010
- Project: Delta Airlines
- Responsibilities: Worked as an executive where I used to make reservations for the travelers which are requested from the third Party, Assigning Seats
- Trained batches, Floor support, handled critical escalations and ensured no revenue is impacted.
Education
Disclaimer
I hereby declare that the above information provided is true to the best of my knowledge and belief.
Timeline
Process Analyst (Salesforce Success Agent)
Cognizant Technology Solutions
07.2018 - 07.2021
Sr. Technical Support (Salesforce Support)
Tech-Mahindra
01.2016 - 01.2018
CONCENTRIX
11.2014 - 01.2016
WIPRO
09.2012 - 05.2014
IBM DAKSH
12.2010 - 09.2011
WIPRO
12.2009 - 11.2010
Senior Business Analyst
CUBE84
7 2021 - 4 2024
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