Rajkiran Biradar
Salesforce Administrator
Bangalore
Summary
Over 14 plus years of experience in IT industry including more than 5+ years of experience in Salesforce.com CRM platform. Experience in Development, Administration, Configuration, Implementation and Support of Salesforce CRM based Platform. Strong Knowledge of SFDC standard Data structures and familiarity with designing Custom Objects. Experience in creating various Reports (summary reports, matric reports, pie charts, dashboards and graphics) and Report Folders. Experience in using Data Loader for insert, update and bulk import or export of data from Salesforce.com Objects. Experience in using declarative features like validation rules, workflows, approval process, sharing rules automation for satisfying complex business process automations. Experience in implementing security and sharing rules at object, field, and record level for different users at different levels of organization, also created various profiles and configured the permission based on the organizational hierarchy. Automation: Identified the opportunities to automate the generic email process like password resets, delivery failure email notifications, security questions reset and decreased 6 FTE/day by working with the RPA team from testing to go live phase via Ui-Path automation tool. Idea project: Suggested the new parameters that help to understand the key areas of improvement and that was also approved by the QRM (Quality and Risk Management) team. This helped us to improve the quality by 10% in 3 months.
Overview
18
18
years of professional experience
12
12
years of post-secondary education
7
7
Certifications
3
3
Languages
Work History
Salesforce Administrator
Purplyield Solutions Private Limited
11.2018 - Current
- Involved in gathering and analysis of business requirements and then effectively took part in sprint planning to achieve the requirement
- Analysed the business process of client and then involved in creating the application and data model required for the client's requirement
- Creates custom application, objects, tabs, fields with the custom functionality to efficiently meet the business requirement
- Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects
- Created reports, dashboards, and processes to continuously monitor data quality and integrity and assisting users with report design and management
- Customized page layouts for Opportunity, Contacts, and Accounts depending upon user profiles and created permission sets where necessary
- Worked on Assigning creating Roles Hierarchy, Profiles and Security setup within the organization
- Responsible for setting up Filed Level Security
- Developed custom Workflows and Assignment Rules for case escalation
- Implemented Field Level security for sensitive data holder fields
- Implemented Salesforce automation using web-to-case forms, email-to-case, assignment rules, automation and queues, auto response rules, escalation rules, chatter groups, person accounts, cases and solutions
- Involved in end-to-end testing and gathering feedback from business users
- Involved in Working with Standard Salesforce features like Objects, Workflows, Record Types, Page layouts, Workflow Rules, Case Assignment Rules, and Escalation rules, Validation rules, Profiles, Roles, Reports and Dashboards etc.
Senior Specialist
EY Global Shared Services
01.2013 - 04.2018
- Operations: work allocation, SLA Management, Escalation management (Internal and External), Website testing in UAT (User Interface) platform, Quarterly reviews with the stakeholders, ticket management via Service now system, Data incident (Unauthorized data shared, hacking) reporting to closure
- Team Management: Annual Goal Setting, conflict management, Team performance tracking (SLA, AHT, first call resolution rate, absenteeism, Attrition) via automated reporting system, Monthly reviews to help in achieving the set goals
- Quality: Weekly E-mail and Call audits (Major issues like Website not loading, Password and security issues, tax data visibility issues) process feedback, Knowledge base management in Service Now system, Pareto analysis, Brain storming
- Awards: Highest performing team award (calculated on the basis AHT, percentage of total volumes handled, Quality, Flexibility) for FY 2016 and 2017.
Senior Associate / Escalation Support Specialist / Auxiliary Quality Coach
Aditya Birla Minacs
06.2010 - 01.2013
- Aided Apple Developers Team regarding existing technical issues & fixes
- Aided Tier 1 Advisors with troubleshooting steps
- Accountable for troubleshooting entire product line up of Apple like IOS devices (all generations of iPods, iPhones & iPads) and Mac computers (all generations of iMac, MacBook, Mac book Pro, MacBook Air & Mac Pro)
- Liaised with Apple Global Site Support Engineering Team to release fixes for the emerging issues in terms of software updates (IOS 6.0.1 & 6.1).
Executive (Quality)
Infosys BPO Limited
08.2006 - 07.2009
- Accountable for auditing call samplings
- Carried out root cause analysis
- Handled activities related to pre & post shift quality huddle, process improvement planning, failure mode effect analysis, etc.
Education
MBA - International Marketing Management
Shobhit University
Bangalore 04.2001 - 04.2013
Bachelors of Arts - History and Political Science
Karnataka University
Skills
Data Management
Workflow Management
Security management
Report building
Data Migration
Process Automation
Sales Cloud Management
User Administration
Salesforce Customization
Salesforce Configuration
Time Management
Analytical Thinking
Multitasking Abilities
Relationship Building
Adaptability
Task Prioritization
Interpersonal Skills
Problem-solving aptitude
Decision-Making
Time management abilities
Excellent Communication
Problem-Solving
Professionalism
Analytical Skills
Team building
Effective Communication
Continuous Improvement
Attention to Detail
Organizational Skills
Multitasking
Systems administration
Platform Developer1 Cert No
22196294
Sales Cloud Consultant Cert No
22218577
Location Preference
Bangalore
Administrator Cert No
21545326
Personal Information
Date of Birth: 08/13/1985
Certification
ITIL Foundation Level
Timeline
Salesforce Certified Business Analyst
01-2024
ITIL Foundation Level
11-2023
Salesforce Certified Sales Cloud Consultant
06-2021
Salesforce Certified Platform Developer I
05-2021
Salesforce Certified Administrator
10-2020
PRINCE2® 2017 Foundation & Practitioner
03-2019
Salesforce Administrator
Purplyield Solutions Private Limited
11.2018 - Current
Lean Six Sigma Green Belt (ICGB)
06-2017
Senior Specialist
EY Global Shared Services
01.2013 - 04.2018
Senior Associate / Escalation Support Specialist / Auxiliary Quality Coach
Aditya Birla Minacs
06.2010 - 01.2013
Executive (Quality)
Infosys BPO Limited
08.2006 - 07.2009
MBA - International Marketing Management
Shobhit University
04.2001 - 04.2013
Bachelors of Arts - History and Political Science
Karnataka University