Sona Sofia Vanitha Antony Raj
Hillsborough,NJ
Summary
Salesforce Lead With over 11+ years of extensive experience in the Salesforce.com CRM Platform, I have actively participated in all phases of the Software Development Life Cycle (SDLC). As a highly seasoned Salesforce Administrator and effective team lead, I have consistently delivered exceptional client satisfaction. My expertise extends to conveying intricate data systems to diverse audiences, showcasing my ability to simplify complex concepts. I am a proven multitasker, equally adept at working independently or collaborating seamlessly within a team environment. My core strengths encompass: Sales Cloud Support | Service Cloud Support | Day to Day End User Support | Case Management | Omni Channel Integration | Reports and Dashboards Customization | Data Migration (Data Lake) | Process Builder | Flows | Data Loader | AppExchange Apps (Aeon2, Zenkraft, Narvar, ZeroKeyboard, Ring Central, Geopointe) | Salesforce CPQ | Knowledge of Apex Triggers | Knowledge of CSS/Apex Class/Lightening components | Code Deployment(VS Code Tool, Gearset)| With a proven track record in leadership and Salesforce expertise, I excel in driving successful CRM implementations and optimizing Salesforce solutions.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Salesforce Service Cloud Engineer/Team Leader
PVH Corp.
2019.09 - Current
- Contributed to product improvement initiatives by providing valuable insights based on hands-on experience with various cloud engineering tools and frameworks.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Developed effective improvement plans in alignment with goals and specifications.
- Enhanced cloud infrastructure efficiency by implementing advanced automation techniques and tools.
- Assisted in migration projects from on-premises data centers to cloud environments, ensuring minimal disruption to business operations.
- Identified gaps in a market to spot opportunities to create value propositions.
- Used metrics to monitor application and infrastructure performance.
- Provided technical support to internal stakeholders, diagnosing and resolving complex issues related to the organization''s cloud environment.
- Collaborated with development teams to design, implement, and maintain continuous integration and deployment pipelines.
- Provided technical leadership and delivered innovative products and services to address customer specific requirements.
Salesforce Administrator
Panasonic Corp of North America
2019.03 - 2019.09
- Integral member of the Sales Enablement team, contributing to ongoing process customization and providing crucial support to the Sales operations team
- Enhanced Salesforce system efficiency by optimizing workflows, automating processes, and streamlining data management.
- Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
- Resolved technical issues promptly and effectively, providing exceptional support to Salesforce users across the organization.
- Ensured data integrity and accuracy through regular audits, timely updates, and meticulous record maintenance.
- Contributed to successful system migrations by meticulously planning, testing, and executing data transfers between platforms.
- Conducted tests to identify issues and make necessary modifications.
Salesforce.com Administrator and Developer
Catalent
2015.12 - 2019.03
- Led and owned all technical aspects of Salesforce.com implementations and customizations, including data migration, system integrations, 3rd party applications, AppExchange products, and custom development.
- Reduced manual workload for sales team members with the creation of time-saving automated email templates and document generation tools.
- Supported organizational growth by configuring scalable solutions within Salesforce and providing guidance on best practices for future expansion.
- Boosted user adoption rates by developing comprehensive training materials and conducting personalized training sessions for endusers.
- Demonstrated a successful track record with at least two full project lifecycles completed, including Zero Keyboard App Integration and the Lead Unification Project.
- Profound knowledge of Schedule Apex and Batch Apex, including tasks such as sending emails to the ISG team based on customer targeting for Clinical and European Trials and tracking changes from portal to Salesforce for Molecule-Based Pharma projects.
- Involved in transitioning from Salesforce Classic to Salesforce Lightning development work.
- Proficient in Salesforce.com API, SOAP messaging, and integrations with other enterprise applications such as Clinical Trials, European Trial Sites, and the Internal Catalent portal.
- Provided essential support for the day-to-day management of Salesforce.com for multiple teams, including Inside Sales, Softgel, Analytical, and Clinical Supply teams.
Salesforce Administrator
Avis Budget Group
2015.04 - 2015.12
- Responsible for Salesforce.com app administration and development, supporting a user base of 400 across the USA, Canada, and Mexico regions.
- Cross-trained existing employees to maximize team agility and performance.
- Provided essential support for the day-to-day management of Salesforce.com for multiple teams.
- Performed various administrative tasks, including user setup, field creation and updates, workflow configuration, report and dashboard development, and data management using tools like Data Loader.
- Maintained role and territory hierarchies continuously, ensuring accuracy and relevance.
- Successfully integrated AppExchange apps such as Geopointe for the Sales team and Validator for the Marketing team, enhancing productivity and efficiency.
- Proficient in supporting the generation of reports in Salesforce, utilizing various reporting tools and functionalities to extract valuable insights and data-driven decision-making for the organization
CRM Analyst
Construction Specialties
2014.06 - 2015.04
- Implemented Salesforce CRM to streamline sales management across all regions, exclusively for government-sponsored building projects.
- Managed an offshore IT team responsible for implementing the portal.
- Worked with team colleagues, internal IT and vendor partner to troubleshoot system issues and verify timely completion of upgrades, resolutions and maintenance tasks.
- Maximized sales team efficiency through comprehensive training sessions on utilizing the CRM platform effectively.
- Enhanced the user experience for both internal and external stakeholders through continuous evaluation and improvement of CRM processes, ultimately resulting in smoother interactions and improved satisfaction levels.
- Implemented CRM best practices to enhance user adoption, driving increased productivity and better utilization of resources.
- Supported sales forecasting efforts by providing accurate reports generated from real-time CRM data analysis.
- Monitored data hygiene and integrity and identified opportunities to improve data quality.
- Generated standard and custom reports to provide insights into business performance.
- Provided technical support for troubleshooting analytics and reporting issues.
- Successfully implemented Case Management, particularly Email to Case, for the service team. This involved maintaining cases, setting up escalation rules, and notifying the Billing team in case of Post Order Failures.
Salesforce Administrator
Genentech
2012.05 - 2014.03
- I was working as a Salesforce.com Administrator in the Operational team and managed Production Support work and bug fixing with Code development.
- Oversaw the management of medicine shipments through Salesforce, including case creation for shipment failures and tracking Rx Crossroads.
- Managed SpringCM for Quote creation, Approval processes, and Patient Enrollment processes, ensuringefficient document management.
- Contributed to the Combo Therapy Project by creating a new custom object, implementing workflow rules, and establishing an Approval Process.Point of contact for all Data loader activities, Report /Dashboard creation and Customization.
- Successfully integrated a 3rd-party insurance domain with Genentech Patient Enrollment Forms. This integration allowed for real-time copay calculations based on insurance plan options, significantly enhancing the patient experience and increasing sales.
- Served as the point of contact for all Data Loader activities, as well as report/dashboard creation and customization.
- Provided day-to-day end-user support for a user base of over 500, including Doctor offices and clinical support teams.
Education
Master of Engineering (M.E) - Software Engineering
Anna University
Bachelor of Engineering (B.E) - Computer Engineering
Bharathidasan University
IndiaSkills
- Service Cloud APP
- Sales Cloud App
- Commerce Cloud App Integration
- Data Migration
- Backup Strategies
- Cloud Architecture Design
- Troubleshooting
- Performance Optimization
- Technology Support
- Design
- Application Administration
- Technical Documentation and Reporting
- Architecture review
- Technical Analysis
- Team Training
- Communication and Team Collaboration
- Requirements Analysis
- Design Specifications
Accomplishments
Salesforce.com Administrator Certification (ADM 201)
Salesforce Service Cloud Consultant (SP21)
Scrum Foundation Professional Certificate - CertiProf (SFPC)
Gold Medalist in the college in B.E Computer Science.
Best Team Player Award(2023) - PVH Corp
Certification
- Salesforce.com Administrator Certification (ADM 201)
- Salesforce Service Cloud Consultant (SP21)
- Scrum Foundation Professional Certificate - CertiProf (SFPC)
Career Overview
- Evangelizing Salesforce: I have a track record of increasing user adoption by developing, documenting, and delivering training programs to ensure ongoing success.
- End-User Support: I provide day-to-day support, including system configuration, complex formula creation, and system maintenance. I also assist users with proactive best practices to enhance their Salesforce knowledge.
- Production Support: I have successfully managed production support in environments with user bases ranging from 100 to 500 users.
- Salesforce Knowledge: I have extensive knowledge of the Salesforce.com implementation cycle, particularly in Sales, Marketing, Service, and Support modules.
- Team Player: I am known for being a strong team player with exceptional problem-solving and troubleshooting capabilities. I am always eager to learn and adapt to the latest technologies.
Awards
Gold Medalist in the college in B.E Computer Science.
Timeline
Salesforce Service Cloud Engineer/Team Leader
PVH Corp.
2019.09 - Current
Salesforce Administrator
Panasonic Corp of North America
2019.03 - 2019.09
Salesforce.com Administrator and Developer
Catalent
2015.12 - 2019.03
Salesforce Administrator
Avis Budget Group
2015.04 - 2015.12
CRM Analyst
Construction Specialties
2014.06 - 2015.04
Salesforce Administrator
Genentech
2012.05 - 2014.03
Master of Engineering (M.E) - Software Engineering
Anna University
Bachelor of Engineering (B.E) - Computer Engineering
Bharathidasan University
- Salesforce.com Administrator Certification (ADM 201)
- Salesforce Service Cloud Consultant (SP21)
- Scrum Foundation Professional Certificate - CertiProf (SFPC)
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