Beulah Luke

Resourceful Salesforce Administrator with 5+ years of experience optimizing Sales Cloud and Service Cloud environments for over 3,800 users. Proven ability to design and implement over 100 Salesforce Flows, reducing manual effort by 20% and enhancing operational efficiency. Expertise in user management, data quality improvement, and developing insightful reports and dashboards.

Eager to leverage comprehensive Salesforce administration and automation skills to drive data-driven decision-making and streamline processes for Prometheus Group.

Senior Salesforce Analyst & Admin - iHeartMedia

(2021-12 - 2026-01)

• Spearheaded the end-to-end development of a centralized, unified Salesforce application, enabling multiple market platforms to manage diverse case types through a single source of truth, thereby delivering a 360-degree view of case data. This initiative improved cross-platform visibility, streamlined case management, and facilitated faster, more informed business decisions.
• Administered and optimized Salesforce Sales Cloud and Service Cloud environments supporting over 3,800 users across more than 80 business teams, ensuring reliable platform performance and alignment with evolving business requirements.
• Designed, developed, and maintained over 100 Salesforce Flows to automate case management, lead routing, approvals, notifications, and critical business processes, contributing to a 20% reduction in manual effort and enhanced operational efficiency.
• Translated complex business requirements into scalable Salesforce solutions by configuring custom objects, fields, record types, page layouts, validation rules, approval processes, and automation.
• Strengthened enterprise Salesforce security and governance by meticulously managing Profiles, Permission Sets, Roles, Sharing Rules, and Field-Level Security based on defined business access requirements.
• Developed and maintained executive dashboards and operational reports, furnishing business leadership and sales/service teams with actionable insights into key performance metrics.
• Improved Salesforce data quality through diligent data imports, exports, deduplication, cleansing, and mass updates utilizing Data Loader, ensuring accurate and reliable business reporting.
• Successfully supported Salesforce releases, sandbox refreshes, testing, deployments, and production issue resolution through close collaboration with developers, QA teams, and business stakeholders.
• Enhanced user adoption among over 3,800 Salesforce users by providing comprehensive technical support, troubleshooting, training, documentation, and guidance on Salesforce functionality and new enhancements.
• Played an integral 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 more than 80 business units.
• Enabled Data Cloud activation by connecting unified profiles back into Sales Cloud and Service Cloud for seamless integration into 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 thorough testing, validation, and user enablement for Data Cloud features, including data ingestion, identity resolution, segmentation, and activation.
• Enhanced enterprise data quality by leveraging Data Cloud’s identity resolution and harmonization capabilities, effectively reducing duplicate records and improving reporting accuracy.
• Collaborated with analytics teams to construct 360-degree customer views, empowering leadership to make data-driven decisions based on unified customer behavior, engagement, and case history.

Finance CRM Developer - Infosys

(2014-10 - 2016-12)

• Developed various workflows for diverse business processes, enabling banks to define optimal procedures for service requirement management and customer creation/maintenance.
• Managed profiles for various entities, including existing customers, new customers, and target prospects for bank product and service sales.
• Implemented Single Sign-On (SSO) functionality, allowing users to log in with a single set of credentials to multiple applications, thereby eliminating the need for separate usernames and passwords.
• Facilitated end-to-end interactive management, ensuring service representatives remained informed of evolving customer needs and could adjust interactions accordingly.

Business Analyst - Infosys

(2013-01 - 2014-09)

• Gathered client requirements and proposed optimal product solutions.
• Automated processes by eliminating manual tasks, reducing turnaround times, increasing output, and enabling the speedy completion of tasks.
• Established a 360-degree customer view to provide invaluable, consolidated information about the customer's relationship with the bank.
• Enabled template management, allowing users to incorporate dynamic variables and edit activated templates.

Bachelor of Technology - Bio-Technology - Karunya University (2006 - 2010)