• Led an elaborate team to analyze business processes for a new line of business. Through this analysis, delivered a project recommendation which included detailed business requirements documentation, project plans and architectural artifacts. • Customized business operations with Salesforce, resulting in a 20% improvement in user efficiency due to streamlined processes, including creating and modifying fields, page layouts, record types, and screen flows.• Responsible for analyzing and documenting business requirements, business workflow development, file mapping, functional design and technical specification and working with business partners/stakeholders to determine details and priority of requirements.• Revitalized services with Salesforce Sales and Service Cloud, achieving a 30% surge in retention and a 20% reduction in service response times.• Facilitated ongoing training and support sessions for Salesforce users, contributing to a 25% enhancement in user proficiency and adoption.• Implemented and maintained scalable data migration processes for updating, maintaining, and auditing data within Salesforce through meticulous data ETL and tools - such as data import wizard, and data loader - resulting in a 95% accuracy rate and comprehensiveness.• Utilized Salesforce Flows, Alerts, and automation techniques to optimize sales processes, contributing to a 20% improvement in efficiency.• Collaborated with Business Sponsor to define project scope and timelines associated with the completion of software applications project • Created and maintained reports and dashboards, providing key insights into performances and customer behaviours, leading to a 20% improvement in decision-making processes.• Collaborated with cross-functional teams, including Sales, Customer Success, and Revenue Operations, to design and implement strategies for managing user issues and requests, enhancing Salesforce user experiences.

• Collaborated with team members on feature and user experience design planning.• Deployed solution using profiles, standard and custom objects, profiles, and web-to-lead functionality.• Built Dynamic Reports and Custom Dashboards for the Client including Managing Apps, Roles, Profiles, and Control User Visibility within the Salesforce Application • Manage Salesforce cases, requests/issues for Salesforce end-users • Maintain technical knowledge by using Trailhead, attending educational workshops, and reviewing related publications, when available.

• Interacted with different development teams to provide support in deployment activities• Worked with multiple project managers from different vendors to understand the release plans and provided support according to their requirements• For new applications, worked with development teams to get the requirements of application release process• Analysed cloud infrastructures and recommended improvements for performance gains and cost-efficiency• Created and patched servers while providing necessary information on projects to the operation team