Rahul Trivedi
Noida
Summary
Salesforce Administrator with deep expertise in configuration, automation tools (Flows and Process Builder), security models, and data management. Skilled at analyzing data to deliver actionable insights, resolving complex issues, and supporting users through training and collaboration. Seeking to apply strong problem-solving and communication skills to enhance CRM performance and drive business results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Tata Consultancy Services
02.2024 - Current
- Supported daily administration and maintenance of Salesforce, keeping data accurate and systems running smoothly for global users.
- Built and optimized automation with Flows and Process Builder to reduce manual work and improve process efficiency.
- Managed roles, profiles, and permissions to maintain data security and proper access controls.
- Partnered with business teams to understand requirements, configure solutions, and deliver training and support to end users.
- Troubleshot system issues, documented resolutions, and implemented preventive measures to avoid recurring problems.
- Analyzed Salesforce data to identify trends and provide actionable insights for leadership.
- Led CRM integration projects that improved system interoperability by 40% and reduced operational bottlenecks by 30%.
CRM Manager
British Council
01.2023 - 02.2024
- Provided daily administration, support, and maintenance of Salesforce CRM, the global system managing millions of customer interactions for English and Exams services.
- Automated key workflows, reducing administrative workload by 40% and increasing data accuracy by 25%.
- Configured Salesforce to support continuous development initiatives and improve the end-to-end customer journey through a single customer view.
- Worked with global CRM team members and stakeholders to gather requirements, implement changes, and enhance system performance.
- Monitored customer interactions and collaborated with relationship teams to drive consistent service delivery.
- Led cross-functional teams to deliver CRM projects on time and within budget.
- Resolved technical issues by identifying root causes, troubleshooting quickly, and ensuring first-time resolution.
Senior Production support analyst
Moodys
06.2020 - 01.2023
- Worked closely with clients to gather requirements, define enhancements, and customize CRM solutions to align with business needs.
- Designed and delivered technology-based solutions to improve functional efficiency and support business goals.
- Coordinated with product management teams to design and implement end-to-end CRM solutions for end users.
- Took ownership of requirements using a traceability matrix to ensure alignment between functional needs and technical design.
- Ensured delivery of complete application functionality by managing scope and validating against business requirements.
- Maintained and updated databases while ensuring GDPR compliance and data protection standards.
- Optimized team availability through effective bookings and resource management.
- Strengthened customer engagement and satisfaction by providing responsive support and service.
Senior Support executive
Cognizant
09.2017 - 03.2020
- Gathered and documented business requirements in both testing and production environments, ensuring smooth deployment using Agile practices.
- Designed and implemented customized Salesforce solutions to meet customer needs and maximize business value.
- Partnered with stakeholders to assess requirements, recommend improvements, and deliver scalable solutions.
- Provided architectural guidance on Salesforce features and related technologies to support business growth and agility.
- Improved operations and customer experience through solution design and predictive data analysis.
- Ensured high-quality service delivery that met client needs and maintained strong user satisfaction.
Education
Bachelor of Engineering - Electronic Engineering
Rashtrasant Tukadoji Maharaj Nagpur University
Nagpur04-2015
Skills
- Salesforce Administration: User management, profiles, roles, permissions, page layouts, record types
- Automation (Flows, Process Builder): Built workflows to streamline processes and reduce manual tasks
- Security & Compliance: Managed role hierarchy, permission sets, and GDPR compliance to safeguard sensitive data
- Data Management & Governance: Performed imports, deduplication, and data cleansing to ensure accuracy and integrity
- Reporting & Dashboards: Created reports and dashboards that delivered actionable insights for stakeholders and leadership
- Stakeholder Collaboration: Gathered requirements and translated business needs into Salesforce solutions
- User Support & Training: Onboarded users, developed documentation, provided troubleshooting, and drove adoption
- Problem-Solving & Issue Resolution: Diagnosed root causes, implemented fixes, and introduced measures to prevent recurring issues
Certification
- Salesforce Certified Administrator (SU17)
- Salesforce Certified Advanced Administrator (SU17).
- Certified salesforce platform App Builder (Formerly Force.com Developer 401)
- 201 CPQ Product Administration Level 1
- Salesforce AI Associate
Languages
English
Proficient
C2
Timeline
Subject Matter Expert
Tata Consultancy Services
02.2024 - Current
CRM Manager
British Council
01.2023 - 02.2024
Senior Production support analyst
Moodys
06.2020 - 01.2023
Senior Support executive
Cognizant
09.2017 - 03.2020
Bachelor of Engineering - Electronic Engineering
Rashtrasant Tukadoji Maharaj Nagpur University
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