Mohamed Imran Mohamed Munas
Sr. Salesforce Administrator/Consultant
Jamaica,NY
Summary
Senior Salesforce Administrator and Consultant with 6+ years of experience supporting enterprise Salesforce environments across Sales Cloud, Service Cloud, Revenue Cloud and CPQ. Strong background in platform administration, consulting delivery, automation, data governance, and AI-enabled Salesforce features including Agentforce and Einstein. Proven ability to translate business and GTM requirements into scalable, secure Salesforce solutions while supporting high-volume users in complex orgs. This resume is optimized for ATS and Dice sourcing.
Overview
7
7
years of professional experience
11
11
Certificates
Work History
Senior Salesforce Administrator / Consultant
OneTrust (GTM Systems)
New York, NY
07.2025 - Current
- Accomplished improved GTM execution as measured by reduced manual sales operations by translating Sales, Service, and Operations requirements into scalable Sales Cloud and Service Cloud solutions.
- Administered Service Cloud features including console apps, Omni-Channel, queues, escalations, SLAs, Email-to-Case, Web-to-Case, Knowledge, and macros to support agent efficiency.
- Managed product bundles, price rules, quote templates, subscription management, discount schedules, contract amendments, and renewals to standardize quoting and improve pricing accuracy.
- Accomplished increased automation efficiency as measured by faster processing times by designing and maintaining advanced Salesforce Flows, approval processes, and AI-assisted workflows using Einstein features.
- Accomplished stronger data integrity as measured by improved reporting accuracy by leading data governance initiatives including deduplication, validation, and audit reviews.
- Accomplished improved security posture as measured by clean access audits by administering roles, profiles, permission sets, and least-privilege security models.
- Accomplished stable releases as measured by reduced post-deployment issues by managing deployments via Gearset, coordinating UAT, and maintaining documentation.
Salesforce Administrator / Consultant
KinderCare Education
New York, NY
01.2023 - 06.2025
- Accomplished stable operations for a 1,500+ user Salesforce org as measured by sustained uptime by serving as primary Salesforce administrator across Sales Cloud and Service Cloud.
- Accomplished improved user adoption as measured by reduced support tickets by leading Classic to Lightning migration and delivering structured user training.
- Accomplished scalable automation as measured by improved system performance by refactoring legacy workflows into optimized Salesforce Flows.
- Accomplished actionable insights as measured by executive dashboard usage by building reports, dashboards, and KPI tracking.
- Accomplished compliant access management as measured by audit readiness by managing users, roles, and permissions.
Salesforce Administrator
American Express
New York, NY
01.2021 - 12.2022
- Accomplished reliable Salesforce enhancements as measured by on-time delivery by configuring objects, fields, validation rules, workflows, and page layouts.
- Accomplished accurate data migration as measured by reconciliation success by executing imports and exports using Data Loader and SOQL.
- Accomplished efficient production support as measured by faster resolution by triaging incidents through ServiceNow and resolving Tier 1 and Tier 2 issues.
Salesforce Administrator
SSP America
New York, NY
07.2019 - 08.2020
- Accomplished improved operational visibility as measured by reduced manual reporting by building Salesforce reports and dashboards.
- Accomplished consistent user access control as measured by stable operations by administering users, roles, and permissions.
Education
Bachelor of Science - BS, Computer Science And Networking
IIC University of Technology
MBA - MBA, Human Resources Strategic Management & Leadership
University of Gloucestershire
Certification
Salesforce Certified Administrator (SCA)
Skills
Salesforce Platform: Sales Cloud, Service Cloud, Salesforce CPQ, Lightning Experience, Mobile App, Case Management, Opportunity Management
Service Cloud: Case Management, Console Apps, Omni-Channel, Assignment Rules, Escalations, Email-to-Case, Web-to-Case, Queues, SLAs, Knowledge, Macros
Salesforce CPQ & Revenue Operations: Product Bundles, Price Rules, Quote Templates, Subscription Management, Discount Schedules, Contract Amendments, Renewals
Automation & Logic: Salesforce Flow (Record-Triggered, Screen, Scheduled), Flow Orchestration, Approval Processes, Validation Rules, Assignment Rules, Escalation Rules
AI & Intelligence: Agentforce, Einstein AI, Einstein Trust Layer, Einstein Case Classification, Einstein Bots, Einstein Activity Capture
Security & Compliance: Profiles, Permission Sets, Roles, Sharing Rules, OWD, Field-Level Security, Least-Privilege Access, Audit Reviews
Data Management: Data Loader, Data Import Wizard, Deduplication & Matching Rules, Data Cleansing, Bulk API, SOQL
DevOps & Integrations: Gearset, Change Sets, CI/CD Concepts, Sandbox Management, CTI/Telephony Integration, REST APIs
Reporting & Delivery: Reports, Dashboards, KPI Tracking, Jira, ServiceNow, Agile/Scrum, Stakeholder Management
Documentation & Enablement: Confluence, Process Documentation, User Training, Admin Runbooks
Release & Delivery: Sandbox strategy, UAT coordination, deployment planning, Jira, Scrum/Kanban, Gearset, Change Sets
Personal Projects
- Enterprise Flow Series (5-Part Suite)
Role: Senior Administrator
Tech Stack: Advanced Flow, CPQ, HTTP Callouts
Designed and implemented a modular enterprise automation suite covering pricing governance, case escalation, customer health monitoring, workload balancing, and credit risk evaluation.
- Built Smart Discount Guardrails using CPQ price rules and approval flows to enforce margin protection.
- Developed Smart Case Escalation using record-triggered flows with SLA tracking.
- Created Customer Health Signal Hub aggregating usage, support, and billing signals.
- Engineered Fair Workload Engine to auto-assign cases using dynamic capacity logic.
- Integrated Real-Time Credit Risk Engine via HTTP callouts for external scoring validation.
Business Impact: Reduced manual approvals, improved SLA compliance, strengthened revenue control.
- Agentforce AI Trust Engine
Role: AI Architect
Tech Stack: Einstein Trust Layer, Prompt Engineering
Architected a governed AI framework inside Salesforce to ensure safe, compliant AI usage.
- Designed prompt templates aligned with business context.
- Implemented guardrails using Einstein Trust Layer for data masking and policy enforcement.
- Established logging and audit mechanisms for AI interactions.
Business Impact: Enabled AI adoption with enterprise-grade trust and compliance.
- Service Cloud Excellence
Role: Consultant
Tech Stack: Omni-Channel, Escalation Rules
Optimized Service Cloud operations for high-volume support teams.
- Implemented Omni-Channel routing based on skill and availability.
- Designed multi-level escalation rules tied to SLA thresholds.
- Improved case lifecycle visibility with dashboards and automation.
Business Impact: Increased first response time performance and balanced workload distribution.
- Partner Onboarding (Orchestrator)
Role: Architect
Tech Stack: Flow Orchestrator, Experience Cloud
Built a structured partner onboarding framework.
- Designed multi-stage onboarding flows using Flow Orchestrator.
- Integrated Experience Cloud for partner self-service submission.
- Automated compliance verification and approval routing.
Business Impact: Reduced onboarding cycle time and eliminated manual tracking.
- ApexFlow ERP (Supply Chain)
Role: Lead Architect
Tech Stack: Apex, Batch Flow, Inventory Architecture
Designed supply chain automation integrated within Salesforce.
- Built custom Apex logic for inventory allocation and reconciliation.
- Implemented batch processes for large-scale data updates.
- Structured inventory object relationships for scalability.
Business Impact: Improved inventory visibility and reduced stock inconsistencies.
- Event-Driven Revenue Architecture
Role: Solution Architect
Tech Stack: Platform Events, Async Apex, Finance Integration
Architected event-driven revenue processing.
- Used Platform Events for real-time contract and billing updates.
- Built Async Apex handlers for scalable financial processing.
- Integrated revenue triggers across Opportunity and Contract lifecycle.
Business Impact: Increased revenue recognition accuracy and reduced processing latency.
- Autonomous Aid: Agentforce-Powered Nonprofit Cloud
Role: Lead Solution Architect & Developer
Tech Stack: Flow Orchestrator, Agentforce (Prompt Builder), Platform Events, Apex
Designed an AI-assisted nonprofit automation framework.
- Built AI-driven donor engagement workflows.
- Implemented event-based fundraising triggers.
- Automated grant qualification and distribution logic.
- Combined Apex and Flow for hybrid automation architecture.
Business Impact: Improved donor engagement efficiency and automated aid allocation processes.
Timeline
Senior Salesforce Administrator / Consultant
OneTrust (GTM Systems)
07.2025 - Current
Salesforce Administrator / Consultant
KinderCare Education
01.2023 - 06.2025
Salesforce Certified Administrator (SCA)
01-2022
Salesforce Certified Advanced Administrator
01-2022
Salesforce Certified Platform App Builder
03-2021
Salesforce Administrator
American Express
01.2021 - 12.2022
Salesforce Administrator
SSP America
07.2019 - 08.2020
MBA - MBA, Human Resources Strategic Management & Leadership
University of Gloucestershire
Bachelor of Science - BS, Computer Science And Networking
IIC University of Technology