Imran Shaikh

Currently working as a business analyst in Salesforce

• Salesforce Administrator:- Working as senior Operations member and Managing SFDC related defects and enhancement f
 Creating queues, new products, queue mapping, releases, datecodes, creating reports.
 Also triaging with Unified List Of Skills (ULOS) team.
 Customization requests for new fields.
 Change Request Management for any new changes related to Products and communication with System owners and customer bulletin notifications.
 Also was a part of team to successfully transition from existing CRM to Salesforce for entire Tech Support department.
 Deployment of changeset from TEST DEVPROD
 Communication to Tech Support department with new release of Salesforce
 Handling data loading tasks
 Testing new functionality in Test and Dev environment before implementing in PROD
 Approve licenses for new TS profiles

Previous Responsibilities as Tech SupportAsdministrator :-
• Handling escalation for red accounts and major customers and provide them a proper feedback
• Creating cases for technical support team
• Monitoring default queues and inform the respective queue members to assign the cases
• Coordinate onsite trainings for prospective customers using the resources from TS and subscribe them from training courses
• Maintain weekly/monthly statistics of administrative activity and run TSA report
• Preparation of the performance reports.
• Processing Web account related queries, account lock, password reset, upgrade, maintenance
• Schedule workforce, Track and report schedules, and ensure adherence
• Maximize efficient utilization of resources on a daily & weekly basis in the most cost effective way i.e. holidays, break planning. If need be modify staffing effectively for the day and week based on actual arrival patterns, ensuring sufficient coverage at all times to deliver contractual requirements consistently
• Analyzing trends process & team wise
• Setup and schedule periodic reports

• Plan, conduct and co-ordinate trainings and triages for newly hired as well as existing agents
• Building relationship within team, People development while maintaining discipline within team. Facilitate and Co-ordinate all team requirements
• An extension of my responsibilities is to do audits of my teams on regular basis for their consistent good performance
• Also Call calibrations, coaching, quality updates from the client
• People Management- Ability to lead a team. Guide and coach employees
• Timely escalation of people and process level issues
• Track and report schedules, and adherence