Salesforce Consultant

• Feb 2021 - Present

Manifest & Company Inc is a Salesforce Implementation Consultants that help businesses deploy cloud based Solutions that improve productivity and are readily available and accessible to all users. My role at Manifest & Company Inc include but not limited to: • Hands on configuration and customisation of the different Salesforce offerings including Service Cloud, Sales Cloud and Experience Cloud • Liaising with clients to gather requirements and ensure the solution is aligned to their business objectives • Propose solutions across Salesforce core clouds including Sales, Service and Experience and then design, build, test and implement solutions • Working with clients to gather requirements and analyse business processes - Implement Salesforce best practices and processes • Communicate with clients and consult on Salesforce solutions • Designed a Billing System Application to Automate Daily Transactions for a Telecom. • Developed Custom Objects, Complex Models, Formulas, Workflow Rules, Process Builder and Validations to create and segmentized email campaign management systems for Leads and Existing Customer based. • Developed automation processes to dynamically transmit and store client data from an external system into the Salesforce platform. Including, Mass Transfer of Large Legacy Data into the Salesforce Org using in-built Salesforce tools such as Data Import wizard. • Built Dynamic Reports and Custom Dashboards for the Client including Managing Apps, Roles, Profiles and Control User's Visibility within the Salesforce Application. Show less

Business Analyst, Transformation and Major Projects

• May 2022 - Present

Business Analyst in the Transformation and Major Projects Team. My role include, but not limited to the following: • Lead interviews and workshops with business stakeholders including service areas community, focus groups and vendors to define requirements, analyze and document current/future state business processes. • Captures detailed requirements for To-Be state for community support services that effectively and efficiently meet user needs and is future proofed to manage anticipated changes in funding and legislation. • Translate business requirements into process documents, flow charts and wireframes for review and alignment. • Conduct gap analysis of system functionality and target requirements in design review sessions across connected systems with the Programme Manager s and Architect. • Co-ordinate User Acceptance Testing (UAT) and activities between business stakeholders, implementation team and technical support to resolve critical issues during initial implementation and post go-live. • Support change management activities including Agent queue readiness assessment, evaluation, and execution of transformational priority project. • Effectively manage stakeholder expectations by identifying all communication channels and timely reporting of BUAT progress with the appropriate level of detail. Show less

Business Analyst

• Dec 2021 - May 2022

• Elicited problem statements and developing plans to address them with a view to achieving operational efficiency, reducing or removing duplication and cost, and improving customer experience and service delivery. • Collaborated with the Product Owner to agree a suitable mix of epics, features & stories for each sprint, as well as contributing towards prioritisation activities. • Facilitated cross-functional relationship to aid the understanding of problems, and re-engineering of processes. • Effectively analysed and modeled business activities including their performance and the presentation of findings and recommendations to relevant stakeholders. • Accurately collated and analysed data from multiple sources and presenting findings to support business decision. • Supported and contributed to the development of business cases while clearly documenting and communicating business, functional and non-functional requirements to relevant business and technical stakeholders. Show less

Salesforce Administrator

• Jul 2020 - Feb 2021

As a Salesforce Administrator, I played a key role in serving clients and team members, ensuring consistent alignment of Sales and Marketing to optimize the sales process with a focus on improving and evolving a qualified lead process, distribution, and management. Provided Sales and Marketing with accurate reporting on the organization's key performance indicators on a consistent basis including actionable steps to improve the experience delivered to current and future customers Assessed the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes. Other responsibilities include: • Ensuring optimal performance of Salesforce systems and products. • Upgrading and configuring Salesforce systems for optimized integration. • Managing Salesforce roles, profiles, sharing rules, workflows, and groups. • Importing sales department leads, contacts, and other data. • Maintaining the sales cloud, as well as building custom reports and dashboards. • Performing database maintenance tasks, including diagnostic tests and duplicate entry cleansing. • Achieved 100% user adoption via Training, Onboarding Support, and Project Involvement. • Evaluating and installing new Salesforce releases, as well as providing training and support. • Documenting processes, including error reports and changes to field history tables. • Preparing reports for sales and other departments. Show less

• Feb 2016 - Jul 2020

• Part of the Solutions and Transformation Project Team – FinTrak, which is a robust credit application that integrates, modernises, and updates risk management process from origination to repayment, with the responsibility of conducting detailed analysis of product and process design, requirement elicitation and documentation. • Led workshops, interviews, focus groups and utilise other techniques to effectively understand the business problems and user needs. • Extracted product features from the roadmap backlog into estimated user stories with acceptance criteria in line with INVEST mnemonic for Agile. • Prioritised product deliverables with delivery team; prepared feasibility proposals and estimates for internal and external design. • Defined sprint goals and owned the end-to-end product development and enhancement. • Expertly reviewed and evaluated the effectiveness and usefulness of features and their ROl impact.• Identified gaps in the systems and proposed solutions while continuously identifying measures to improve product delivery and customer satisfaction.• Created and maintained relevant artefacts as required by the projects e.g. User Guides, Implementation Guides, and Training Guides. Show less

• Aug 2012 - Feb 2016

• Aggressively grew the balance sheet of Business Units in term of savings, current and fixed deposit account balances to achieve set budgets.• Created risk assets at profitable pricing, evaluated credit proposal and processing including credit analysis and preparation of cashflow projections.• Accurately presented the Branch’s monthly and quarterly performance reviews (MPR and QPR) before management and obtain feedback.• Evaluated markets including SWOT assessment around the branch (environmental scanning) and directed the team in generating businesses. • Communicated with and supported sales, marketing, and administrative teams and served as a liaison for customers, management, and sales teams, actively assisting in driving goals.• Provided elevated customer experience to generate a loyal clientele by periodically visiting clients and partners to know their views about our services and satisfaction level.• Drafted appropriate plans, strategies and tactics to successfully compete with peers; increased business volume and overall bottom line within the retail market segment. Show less

• Jan 2008 - Aug 2012

• Strategically formulated, directed and coordinated the activities and policies to promote sales of services.• Ensured operational compliance in processes through the maintenance of adequate transaction documents.• Enhanced relationship management strategies and communicated directly with the desk officers of the organisation.• Effectively trained and mentored staff to achieve set goals and ensured adherence to set banking rules and procedures.• Partnered with customers to help them get the most out of their accounts and understand the features offered.• Evaluated teams and individual overall performance, including sales, service and operations.• Provided a working environment that promotes safety, customer service, teamwork and collaboration, integrity, productivity, and continuous improvement. Show less

• Sep 2007 - Dec 2007

• Proactively developed client relationships, resolved client issues and needs, and ensured high priority to client satisfaction with the responsibility of exceeding agreed performance targets and objectives.• Responsible for the opening of accounts, reactivating dormant accounts, sales of bank’s products, dispute resolution, ATM card and cheque book management, management of customer records.• Partnered with customers individually to help them get the most out of their accounts and understand the features offered.• Analysed prospective customers and developed strategies, services and business advisory services to bank them.• Facilitated the branch Risk Assets documentation and periodic review; rendered periodic reports to management.• Aggressively implemented marketing strategy of bank’s products to ensure favourable market response and optimum build-up of revenue. Show less