SAURABH RANA

Salesforce Administrator

Professional Summary

• Salesforce Administrator with over 5 years of hands-on experience in configuring and managing Salesforce environments, with a strong focus on Sales and Service Cloud. Proven expertise in Case Management, Email-to-Case, and automation using Flows, ensuring optimal support processes and streamlined case resolution.
• Highly proficient in Salesforce declarative tools including Profiles, Roles, Sharing Rules, Page Layouts, Record Types, Validation Rules, Formula Fields, and Reports & Dashboards. Extensive experience designing and maintaining Salesforce Flows to automate complex business processes and improve operational efficiency.
• Experienced in data migration and maintenance using Data Loader and Data Import Wizard, ensuring data integrity and seamless updates across the system. Skilled in building intuitive dashboards and reports to track service KPIs and support data-driven decisions.
• Well-versed in Lightning Experience and mobile optimization to enhance user accessibility and interface performance across devices. Strong background in working within Agile/Scrum teams, contributing to iterative delivery and continuous system improvements.
• Salesforce Administrator with excellent communication skills and a commitment to applying best practices in administration, system configuration, and user support to maximize business value.

Skills

Category	Skills
Salesforce CRM	Sales Cloud, Service Cloud
Salesforce Configuration	Profiles, Roles, Page Layouts, Record Types, Validation Rules, Formula Fields
Process Automation	Flows, Process Builder, Workflow Rules, Approval Processes
Business Analysis & Communication	Requirement Gathering, User Stories, Acceptance Criteria, Stakeholder Collaboration
Reporting & Dashboards	Custom Reports, Dashboards, Data Insights
Data Management	Data Import/Export, Data Loader, Workbench, Data Cleansing
User Enablement	Email Templates, Training Materials, Support Documentation
OmniStudio (Vlocity)	OmniScripts, FlexCards, DataRaptors
Productivity Tools	MS Excel, MS Word, MS PowerPoint
Soft Skills	Communication, Teamwork, Problem-Solving, Analytical Thinking

Working Experience

Working with Oraqosoft IT Solutions Pvt. Ltd. as a Salesforce BA/Administrator from April 2020 to present.

Certifications

• Salesforce Certified AI Associate
• Salesforce Certified Agentforce Specialist

Projects

1. Project: Employee Onboarding

Project Description:

As a Salesforce Administrator, I led the enhancement of the employee onboarding process by implementing scalable Service Cloud solutions. Focused on automation, secure user access, and real-time reporting, the project streamlined the coordination between HR and IT teams. Utilizing Salesforce Flows, Email Alerts, and role-based access control, the onboarding process became more efficient, reducing manual intervention and improving the overall employee experience.

Roles & Responsibilities:

• Collaborated with HR and IT departments to gather onboarding requirements and translate them into system configurations within Salesforce.
• Implemented Salesforce Flows to automate task assignments, email notifications, and onboarding checkpoints.
• Configured Profiles, Roles, Permission Sets, and Record Types to manage secure access and visibility for onboarding users.
• Created dynamic Email Alerts to send automated welcome messages with employee credentials using predefined templates.
• Utilized Validation Rules and Formula Fields to ensure data accuracy and enforce onboarding policies.
• Built Reports and Dashboards to provide real-time visibility into onboarding progress and metrics for HR leadership.
• Performed data loading and updates using Data Loader to maintain and clean employee records in Salesforce.
• Optimized the onboarding solution for Lightning Experience, ensuring mobile compatibility and ease of use.
• Maintained detailed configuration documentation and provided training to HR users to support adoption and self-service onboarding.

2. Project Name: Education Scotland

Project Description:

As a Salesforce Administrator, I was responsible for configuring and deploying Salesforce Experience Cloud to create a secure and engaging community portal for students, educators, and administrators. The portal supported digital collaboration and centralized access to learning resources. My focus was on user setup, access control, declarative customization, data management, and reporting, ensuring optimal user experience and compliance with educational data standards.

Roles & Responsibilities:

• Configured Experience Cloud to support a self-service community portal for students, educators, and administrative staff.
• Customized Lightning pages, page layouts, and record types to deliver tailored experiences for different user groups.
• Set up and managed Profiles, Roles, Permission Sets, and Sharing Rules to enforce secure, role-based access to portal features.
• Created and maintained Reports and Dashboards to track student engagement, resource access, and community activity.
• Used Validation Rules and Formula Fields to ensure data consistency and enforce business logic.
• Conducted user management, including onboarding of portal users, password resets, and license assignments.
• Utilized Data Loader for mass updates and imports to maintain accurate and up-to-date user and resource records.
• Assisted with UAT coordination and deployment using change sets and configuration documentation.
• Provided training materials and user guides to support successful portal adoption and ongoing self-service.
• Ensured compliance with data security and quality standards across all Salesforce and community data.

3. Project Name: OmniAssist – Streamlining Customer Support

Project Description:

As a Salesforce Administrator, I played a key role in optimizing customer support operations using Salesforce Service Cloud and OmniStudio tools. The project aimed to improve case management, automate key service processes, and enhance agent productivity through a unified and responsive service console. My responsibilities focused on declarative configuration, automation using Flows, user setup, and real-time reporting to support business goals and ensure system reliability.

Roles & Responsibilities:

• Configured Service Cloud components including Omni-Channel, Case Assignment Rules, Queues, and the Service Console to streamline case routing and agent workloads.
• Designed and implemented Salesforce Flows and Process Builder automation for case escalation, SLA tracking, and customer follow-up reminders.
• Coordinated with the development team for OmniScripts and FlexCards setup, ensuring alignment with admin-side configurations.
• Customized Page Layouts, Record Types, Profiles, Roles, and Permission Sets to provide a secure and tailored user experience for support agents and managers.
• Used Data Loader to perform data migration, cleanup, and updates across key Service Cloud objects like Cases, Contacts, and Accounts.
• Created actionable Reports and Dashboards to track team KPIs, SLA compliance, and case trends for leadership visibility.
• Provided training and documentation for support agents, including walkthroughs of new features and best practices in the Service Console.
• Participated in Agile delivery cycles, managing configuration updates and ensuring changes met sprint objectives and acceptance criteria.
• Troubleshot user issues and configuration gaps by reviewing error messages, SOQL queries, and setup audit trails.

4. Project Name: CRM360 – Enhancing Customer Engagement through Salesforce

Project Description:

As a Salesforce Administrator, I was responsible for implementing and configuring Salesforce Industries (formerly Vlocity) to improve customer engagement and streamline industry-specific business processes. The project involved declarative configuration, intelligent automation, and user access management to support scalable operations and deliver a consistent client experience. The solution was designed to optimize workflows, reduce manual tasks, and align CRM functionality with long-term business objectives.

Roles & Responsibilities:

• Configured Salesforce Industries (OmniStudio) tools such as OmniScripts, DataRaptors, and FlexCards to support tailored workflows and streamline customer interactions.
• Implemented declarative tools like Flows, Process Builder, and Approval Processes to automate multi-step business operations and case handling.
• Set up and managed Profiles, Roles, Permission Sets, Validation Rules, Page Layouts, and Record Types to ensure secure and efficient access across user groups.
• Customized Salesforce Service Cloud functionality to support case management, improve response times, and enhance agent productivity.
• Conducted data migration using Data Loader, ensuring accuracy and completeness of customer and account records.
• Created Reports and Dashboards to track user activity, service KPIs, and workflow efficiency for operational visibility.
• Prepared comprehensive documentation including configuration logs, admin setup guides, and user reference materials.
• Supported UAT coordination, addressed user-reported issues, and maintained configuration integrity post-deployment.
• Delivered training sessions for end users and provided continuous administrative support and system improvements.

Education

Bachelor Of Computer Applications (BCA)

IEC, Himachal/2016-2019