Beulah Luke

Experienced in all phases of the Salesforce Software Development Life Cycle (SDLC), including requirements analysis, design, development, testing, and deployment. Strong knowledge of Salesforce standard data structures, custom objects, Force.com platform, and Force.com Sites, with expertise in translating complex business requirements into scalable data models using relationships and junction objects. Skilled in configuring Salesforce Data Cloud to ingest, harmonize, and model unified customer profiles, leveraging Data Streams, Identity Resolution rules, and Calculated Insights to power real-time analytics and downstream activation.

Proficient in creating reports, dashboards, charts, and performing bulk data operations using Data Loader. Expert in Salesforce declarative automation, including Flow, validation rules, workflows, approval processes, dynamic approvals, and sharing rules. Strong expertise in Salesforce security and access management, encompassing profiles, permission sets, and object-, field-, and record-level security.

Senior Salesforce Analyst & Admin at iHeartMedia (2021-12 – 2026-01)

• Spearheaded the end-to-end development of a centralized one-stop Salesforce application, enabling multiple market platforms to manage diverse case types through a single source of truth. Delivered a 360-degree view of case data, improving cross-platform visibility, streamlining case management, and enabling faster, more informed business decisions.
• Administered and optimized Salesforce Sales Cloud and Service Cloud environments supporting 3,800+ users across 80+ business teams, ensuring reliable platform performance and alignment with evolving business requirements.
• Designed, developed, and maintained 100+ Salesforce Flows to automate case management, lead routing, approvals, notifications, and business processes, contributing to a 20% reduction in manual effort and improved operational efficiency.
• Translated complex business requirements into scalable Salesforce solutions using custom objects, fields, record types, page layouts, validation rules, approval processes, and automation.
• Strengthened enterprise Salesforce security and governance by managing Profiles, Permission Sets, Roles, Sharing Rules, and Field-Level Security based on business access requirements.
• Developed and maintained executive dashboards and operational reports, providing business leadership and sales/service teams with actionable insights into key performance metrics.
• Improved Salesforce data quality through data imports, exports, deduplication, cleansing, and mass updates using Data Loader, supporting accurate and reliable business reporting.
• Successfully supported Salesforce releases, sandbox refreshes, testing, deployments, and production issue resolution while collaborating with developers, QA teams, and business stakeholders.
• Enhanced user adoption across 3,800+ Salesforce users by providing technical support, troubleshooting, training, documentation, and guidance on Salesforce functionality and new enhancements.
• Played a key role in Salesforce Data Cloud adoption, enabling unified customer profiles, harmonized data models, and improved segmentation across marketing, sales, and service teams.
• Partnered with cross-functional teams to define data harmonization rules, mapping logic, and governance standards ensuring consistency across 80+ business units.
• Enabled Data Cloud activation by connecting unified profiles back into Sales Cloud and Service Cloud for use in flows, case routing, lead scoring, and service personalization.
• Supported Agentforce initiatives by preparing Data Cloud datasets for AI-driven insights, predictive recommendations, and automated agent workflows.
• Conducted testing, validation, and user enablement for Data Cloud features including data ingestion, identity resolution, segmentation, and activation.
• Improved enterprise data quality by leveraging Data Cloud's identity resolution and harmonization capabilities, reducing duplicate records and improving reporting accuracy.
• Partnered with analytics teams to build 360-degree customer views, enabling leadership to make data-driven decisions based on unified customer behavior, engagement, and case history.

Finance CRM Developer at Infosys (2014-10 – 2016-12)

• Worked on different Workflows for various business processes allowing banks to define processes best suited for service requirement management and customer creation and maintenance
• Maintained profiles of various entities including existing customers, new customers and other entities the bank is targeting for selling its products and services
• Worked on Single Sign On which helps users log on with a single username and password to multiple applications thus eliminating the need to create different usernames and passwords for different applications
• Worked on end to end Interactive Management which helps the service representative stay abreast of the customer's changing needs and adjust the interaction accordingly

Business Analyst at Infosys (2013-01 – 2014-09)

• Gathering the requirements of the client and help in offering the best suited product
• Working on Process Automation by eliminating manual tasks and reducing turnaround time resulting in increasing output and enabling speedy completion of tasks
• Setting up 360 degree view of customer which helps providing invaluable information about the customer's relationship with the bank in a single view
• Enabling Template management where users can add dynamic variables and even edit activated templates

Bachelor of Technology in Bio-Technology – Karunya University, India (2006 – 2010)