Group Senior CRM Salesforce Security Administrator
Mantrac
مجموع سنوات الخبرة :21 years, 4 أشهر
•Perform system administration, configuration, and support for Salesforce
•Work as a team with other Salesforce Administrators in an Agile environment
•Work closely with Business Analysts, Developers and Project Managers to deliver Salesforce features and improvements
•Design and deploy applications, tabs, workflows, approval processes, list views, knowledge tools, page layouts, objects, fields, dashboards, reports and other Salesforce solutions
•Elicit requirements using interviews, user stories, document analysis, requirements workshops, business process descriptions and business analysis
•Critically evaluate information gathered from multiple sources, reconcile conflicts and distinguish user requests
•Successfully monitor project status and adherence to schedules, requirements, and deadlines
•Communicate progress to appropriate personnel and/or project sponsors
•Work closely with end users, IT service desk, application support, infrastructure and developers to resolve Salesforce bugs or issues
•Maintain data integrity in all Salesforce orgs
•Create deployment packages
•Participate in and serve as a resource for any Salesforce related projects
•Provide mentoring to less experienced Salesforce Administrators
http://www.mantracgroup.com/
Essential duties & responsibilities:
•Conduct organizational studies and evaluations, design systems and procedures, conduct work simplification and measurement studies, and prepare operations and procedures manuals to assist management in operating more efficiently and effectively. Includes program analysts and management consultants.
•Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems and improvements.
•Gather and organize information on problems or procedures.
•Maintain the CRM strategy, spread the CRM concept among the users and provide
Awareness sessions to the newly hired users.
•Operates as primary system administrator for the CRM system.
•Analyze data gathered and develop solutions or alternative methods of proceeding.
•Confer with personnel concerned to ensure successful functioning of newly implemented systems or procedures.
•Design, evaluate, recommend, and approve changes of forms and reports.
•Document findings of study and prepare recommendations for implementation of new systems, procedures, or organizational changes.
•Plan study of work problems and procedures, such as organizational change, communications, information flow, integrated production methods, inventory control, or cost analysis. \
•Responsible for all Call Center activities, arrangements, performance & development.
•Monitoring the daily performance of the call center using the daily, weekly & monthly reports.
•Ensure that the call center are reaching the Service Level Agreement and the following the agreed processes & cycles.
•Coordinate between all the company’s departments from side and the call center from the other side to communicate any concerns, requests, needs & call scenarios updates.
•Follow up the sales leads & service requests received by the call center to our engineers and make sure that our engineers are responding to the customers and handling all their needs in the agreed time frame.
•Ensure that our customers are receiving the optimum customer care and measure their satisfaction & loyalty.
•Handle all customers’ complaints received through the call center and follow them up till their closures and communicate with the customers to make sure their problems has been solved and they are satisfied now.
•Tracking Sales Leads: to measure the company’s profit from the sales side and how potential are the customers contacting the call center.
•Attending Quarterly meetings with the call center management to review the performance.
http://www.mantracgroup.com/
Primary responsibility is to maintain the HelpDesk operation, user support by receiving requests for assistance or problem reports from users, performing an initial analysis using the tracking system and direct the request or problem to the most appropriate support area (e.g. specialist, support organization) and follow up with the users to ensure that requests or problem reports have been satisfactorily handled.
Courses attended during work:
MCSA, ITIL, Team Building and Communication Skills.
•Dealing with customer’s requests & complaints tactfully, calmly and politely.
•Ability to work on 24x7 shift basis and to handle a multi task job.
•Experience on CISCO Routers and Switches & ADSL Routers.
•Site Survey.
•Pre-Sales Network Design.
•Installation Services and Services Agreement follow-up.
•Setup and Install Hardware / Software for Multi Vendor environment.
Introduction to compiler construction- Programming Languages 1 & 2-database system-Computability & complexity-Management of human resource-Compiler design-Electronics-Modular & object oriented programming-Graphics-Microcomputer-Accounting information system-Networks-Software engineering-Peripheral devices-Man-machine interface-Modeling & simulation-Distrusted systems-Artificial intelligence-Computer architecture-Physics 2 – Accounting for corporation-Cost accounting-Operations research in accounting-Commercial law.