Salesforce Administrator Service Cloud

Mohamed Imran

************.*****@*****.*** 347-***-**** Jamaica, NY

https://linkedin.com/in/mohamedmunas

SUMMARY

Certified Salesforce Administrator specializing in Sales Cloud, Service Cloud, and CPQ configuration, with expertise in designing scalable CRM solutions aligned with Agile methodologies. Proficient in optimizing Sales Cloud pipelines, automating Service Cloud case management workflows, and streamlining CPQ quote-to- cash processes. Skilled in deploying Agent Force for AI-driven customer engagement and collaborating with cross-functional teams to deliver Agile-driven enhancements that improve system efficiency and user adoption. Adept at aligning platform capabilities with business objectives through declarative automation, security configurations, and process refinement.

CERTIFICATIONS

• Salesforce Certified AI Associate

• Salesforce Certified Associate

• Salesforce Certified Administrator

• Salesforce Certified Advanced Administrator

• Salesforce Certified Platform App Builder

• Salesforce Certified Marketing Cloud Administrator

• Salesforce Certified Sales Cloud Consultant

• Salesforce Certified Service Cloud Consultant

• Salesforce Certified Platform Developer I

WORK EXPERIENCE

KinderCare Education Portland, OR (Remote)

Salesforce Administrator Jan 2023 Present

• Administered 1,500+ user accounts, licenses, profiles, and permissions, optimizing role hierarchies and enhancing data security and compliance.

• Maintained 50,000+ records with 99.9% accuracy, improving reporting reliability by 25% through deduplication and validation rules.

• Ensured 99.9% system uptime by conducting routine maintenance and monitoring system health, including third party integrations.

• Designed and implemented 100+ dynamic reports and dashboards, enhancing data driven decision making across the organization.

• Spearheaded advanced security measures, including OWD defaults and sharing rules, to protect sensitive data.

• Streamlined workflows using Salesforce Flow and Workflow Rules, reducing manual tasks by 30% and improving operational efficiency.

• Delivered comprehensive user training and provided Tier 1 and Tier 2 support, increasing user adoption by 20%.

• Leverage Salesforce products like Einstein and Agent Force, contribute to Data Cloud development, and optimize the quote-to-cash process.

• Configure and optimize Salesforce Service Cloud, including Case Management, Omni-Channel, Knowledge Base, Live Agent, CTI integration, and automation using Flows, Process Builder, and Entitlements to improve service efficiency.

• Managed data migration processes using Workbench and Data Loader, ensuring 100% data integrity and seamless transfers.

• Leverage expertise in Salesforce CPQ, Service Cloud, and AI-driven solutions to design scalable architectures, optimize predictive models, and enhance customer support operations.

• Collaborated with cross functional teams to execute Salesforce projects, utilizing Agile methodologies to meet project deadlines.

• Design and maintain Service Console, custom reports, dashboards, and security settings, ensuring a seamless user experience, data integrity, and compliance with business requirements American Express New York, NY (Remote)

Salesforce Administrator Jan 2021 Dec 2022

• Spearheaded the migration from Salesforce Classic to Lightning Experience, customizing Lightning pages and components to improve user productivity by 15%.

• Developed custom objects, fields, and page layouts to support business processes, reducing manual workarounds and improving data accuracy.

• Managed Salesforce release updates, including sandbox testing, user training, and deployment of new features, ensuring minimal disruption to business operations.

• Conducted regular data audits and implemented data governance policies, ensuring compliance with data privacy regulations.

• Collaborated with cross-functional teams to deliver Salesforce projects using Agile methodologies, improving project delivery timelines by 10%.

SSPAmerica New York, NY

Salesforce Administrator Jul 2019 Aug 2020

• Created and managed user accounts, roles, and permission sets, ensuring secure and accurate access to Salesforce for 200+ users.

• Conducted bulk data imports and updates using Data Loader and Import Wizard, maintaining 100% data accuracy and integrity.

• Monitored system performance and resolved platform errors, ensuring 99% system uptime and user satisfaction.

• Developed basic reports and dashboards for internal teams, enabling data-driven decision-making and improving team productivity.

• Conducted onboarding sessions for new users, increasing user proficiency and reducing support tickets by 20%.

• Assist in creating, modifying, and maintaining Salesforce reports and dashboards to support business needs.

EDUCATION

• University of Gloucestershire

Master of Business Administration (MBA), Human Resources Strategic Management & Leadership

• IIC University of Technology

Bachelor of Science (BS), Computer Science and Networking SKILLS

• Salesforce Tools: Salesforce Lightning, Salesforce CPQ, Service Cloud, AI Features, Process Builder, Workflow Rules, Flow Builder, Data Loader, Workbench, AppExchange, AgentForce, Model Builder, Einstein Analytics, Prompt Builder, Data Cloud

• Technical Skills: Data Migration, Automation, Reports & Dashboards, System Optimization, Data Integrity, Security & Access

• Soft Skills: Problem Solving, Communication, Analytical Thinking, Attention to Detail, Collaboration, User Training & Support

• Methodologies: Agile, Project Management, Change Management

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