Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Personal Information
Languages
Languages
Timeline
Generic
KULSUM SHAH

KULSUM SHAH

Dubai

Summary

An adaptive and dynamic professional with an experience of 6 years and good experience in the areas of customer support, understanding business goals, SLA management and creating various process workflows to improve the performance of the team.

Professional strengths in understanding customer requirements, handling their issues with professionalism and satisfaction.

Coordinating with cross functional teams. Proactive self-starter and a quick decision maker known to initiate process and system improvements to increase productivity and at par client satisfaction. Reduce Customer Efforts to increase satisfaction with the support and the product.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Salesforce Consultant

APHIDAS SOLUTIONS
11.2021 - Current
  • Worked independently in setting up Salesforce instances.
  • Worked on Salesforce support to provide support to Salesforce end users.
  • Developed, launched, and managed in-depth and high-level reporting for stakeholders.
  • Data Migration from CRM Salesforce Orgs, ensuring data integrity and accuracy.
  • Performed data analysis and cleaning activities using vlookups to ensure data accuracy and consistency within Salesforce.
  • Efficiently developed and maintained user roles, security settings, and profile configurations to ensure data security.
  • Used data loader extensively in data migration from one instance to another which included Salesforce to Salesforce.
  • Worked extensively in metadata deployment from Sandbox to Production using change sets.
  • Configured and customized Salesforce to meet business requirements, including custom objects, fields, relationships, page layouts, dynamic lighting page roll up summary fields.
  • Managed Sharing Setting and created Sharing Rules.
  • Hands on knowledge of flows, approval process.
  • Worked on validation rules and formula fields.
  • Hand on experience of Salesforce Inspector for data export, data import and soql queries.
  • Conducted user training sessions and provided ongoing support to ensure successful adoption and utilization of Salesforce
  • Generated Custom Reports and Dashboard as per business requirement to provide insights into sales performance and other key metrics.
  • Created Custom Meta Data and Custom setting.
  • Worked with multiple admins in supporting their existing Salesforce orgs.

CRM/Salesforce Coordinator

DHAMANI JEWELS
12.2018 - 11.2021
  • Create effective visual data and reports for the business as per the needs using Salesforce reports & dashboards
  • Manage and review Salesforce data
  • Provide training to end users to maintain the quality of the data to avoid duplicate or non-essential data
  • Manage data access of users based on their job roles and designations
  • Managing Salesforce roles, profiles, sharing rules, workflows, and groups
  • Importing leads, contacts, and other data through Data Loader
  • Ensure the org contains clean data using duplicate and matching rules
  • Manage Sales Cloud and Service Cloud Applications
  • Capture Leads in Salesforce
  • Create automation rules such as workflow, process builders etc
  • Sending email campaign through MailChimp and Sendinblue.

Salesforce Certified CRM Administrator (Technical Support)

COGNIZANT TECHNOLOGY SOLUTIONS
05.2016 - 10.2018
  • Understand client concerns and the issues they are facing with Salesforce features
  • Provide quick resolutions to all the clients
  • Handle clients from AMER and LACA region
  • Make plans and initiate new processes to improve client experience
  • Understand user’s business goals and business requirements
  • Suggest best suitable features and functionalities within Salesforce that will help users in long term
  • Configure and manage Sales and Service Cloud applications
  • Assist users with reporting solutions using standard Reports and Dashboards to represent organization level data
  • Understand the business urgency and business impact of the user’s requirement or issues raised by the user
  • Customer Satisfaction was one of the primary Professional and Personal goal while handling different scenarios with users
  • SLA and SLO Management
  • Identify potential users and re-direct them to our internal sales department to increase the revenue
  • Up skill new joiners with technical and process knowledge.

Education

M.com -

Carmel College of Arts, Commerce And Science - Goa, Goa University
07-2015

B.com -

M.E.S. College of Arts And Commerce–Goa, Goa University
07-2013

Skills

  • Excellent client handling skills
  • Good Communication Skills
  • Inquisitive and Quick learner
  • Workflow Management

Certification

  • Salesforce Certified Administrator (ADM 201).
  • Salesforce Certified Advanced Administrator (ADM 211).
  • Salesforce Certified Platform App Builder.
  • Salesforce Certified Sales Cloud Consultant

Accomplishments

  • Multiple Client Appreciations.
  • Multiple Internal Cognizant Appreciations for focusing on Client experience.
  • Was promoted as Senior Process Executive

Personal Information

  • Passport Number: L3209217
  • Date of Birth: 04/26/93

Languages

English and Hindi

Languages

English
First Language

Timeline

Salesforce Consultant

APHIDAS SOLUTIONS
11.2021 - Current

CRM/Salesforce Coordinator

DHAMANI JEWELS
12.2018 - 11.2021

Salesforce Certified CRM Administrator (Technical Support)

COGNIZANT TECHNOLOGY SOLUTIONS
05.2016 - 10.2018

M.com -

Carmel College of Arts, Commerce And Science - Goa, Goa University

B.com -

M.E.S. College of Arts And Commerce–Goa, Goa University
KULSUM SHAH