Salesforce Administrator - Manifest & Company Inc. (Salesforce Partner) - Waterloo, ON
(2024-02)
Led end-to-end Service Cloud and Sales Cloud implementations, partnering with stakeholders to define workflows, case routing logic, CPQ-adjacent pricing automations, and platform build requirements.
- Configured Flows (record-triggered, approval, screen) to automate lead routing, case escalation, and pricing operations
- Configured Salesforce CPQ components including product rules, price logic, quote process, building hands-on familiarity with the quote to cash life cycle
- Architected Slavo AI: an AI-powered Salesforce case management platform integrating OpenAI GPT-4o-mini via Apex REST APIs and n8n — reducing case creation time by 90% (5 min → 30 sec), demonstrating complex multi-system integration capability
- Designed and maintained security architecture — Profiles, Permission Sets, Role Hierarchy, Sharing Rules, field-level security — ensuring data integrity and compliance across multi-tenant environments
- Delivered Experience Cloud (Community) portal with Web-to-Case integration and live chat, enhancing digital self-service channels and improving customer experience
- Created executive KPI dashboards and operational reports providing real-time visibility into service performance, pipeline health, and SLA adherence
- Executed data migrations using Data Loader and Import Wizard, maintaining clean system adoption across deployment phases
- Led OAuth 2.0 integration between n8n and Salesforce, enabling real-time data sync and eliminating manual data entry across service workflows
Salesforce Business Systems Analyst - Blackforce - Remote
(2023-01 - 2023-12)
Lead end-to-end Salesforce CRM implementations, acting as a subject matter expert across business and technology teams in Agile and hybrid delivery environments.
- Partner with business stakeholders to elicit, analyze, and document complex business, functional, technical, and data requirements, ensuring alignment with enterprise architecture and regulatory expectations
- Facilitate solution design workshops, scope clarification, and requirements walkthroughs to validate proposed Salesforce solutions
- Create high-quality solution design artifacts including BRDs, user stories, use cases, process flows (current/future state), wireframes, and traceability matrices
- Manage backlogs, prioritization, and relative estimation, collaborating with Product Owners, Architects, and Developers to support sprint planning and delivery
- Perform gap analysis and translate business needs into scalable Salesforce configurations using flows, validation rules, automation, and security controls
- Lead and support UAT, change management, and user adoption, including training materials, user guides, and release communications
- Build executive-level dashboards and reports using Salesforce, SQL, Power BI, and Tableau to support business insights and decision-making
Examiner and Document Processing Clerk (contract) - Canada Revenue Agency (CRA) - Sudbury, ON
(2025-03 - 2025-06)
- Reviewed and processed paper and electronic tax filings to identify discrepancies and ensure accuracy
- Detected, analyzed, and corrected errors in tax documents in compliance with CRA guidelines
- Collaborated with team members to resolve complex cases and improve processing efficiency
- Maintained detailed correction records and followed up on unresolved issues as needed
- Adhered to strict confidentiality and data security protocols while handling sensitive taxpayer information
