Divya Raghunathan

Salesforce Administrator with 5+ years of hands-on experience supporting Salesforce CRM environments, business process optimization, data governance, system configuration, user support, and cross-functional initiatives. Strong expertise in Salesforce user management, custom objects and fields, record types, page layouts, validation rules, reports, dashboards, profiles, roles, permission sets, sharing rules, formulas, flow and data management. Experienced supporting Salesforce environments with 2,000+ users, troubleshooting complex issues, improving business processes, and maintaining data integrity and security.

Skilled in Data Loader, Copado, CI/CD, UAT, release management, Agile/Scrum, stakeholder collaboration, and end-user training. Proven ability to translate business requirements into scalable Salesforce solutions and drive continuous improvement, automation, user adoption, and operational efficiency. Hands-on experience leveraging Agentforce, Prompt Builder, and AI-assisted tools for requirements gathering, test case creation, solution design, documentation, and process improvement. 4x certified pro.

Salesforce Administrator at PG&E (2024-05 – 2026-07)

Administered and supported Salesforce CRM solutions for business teams, providing functional support, issue resolution, configuration, testing, and continuous process improvements.

• Served as the sole Salesforce Administrator supporting the LEAPS teams and 2,000+ users, managing Salesforce case operations while consistently maintaining an average case cycle time of less than 2 business days.
• Managed Salesforce users, roles, profiles, permission sets, queues, groups, licenses, and access controls to ensure appropriate system access and support organizational security and governance requirements.
• Configured Salesforce features including custom objects, custom fields, formula fields, page layouts, validation rules, Lightning Flows, approval processes, dynamic forms, and email templates.
• Designed and maintained Salesforce Flow automation to streamline business processes, reduce manual effort, improve data consistency, and enhance user experience.
• Performed bulk data management using Data Loader and Workbench for imports, updates, and exports, and used Salesforce Inspector for quick record and metadata inspection during troubleshooting.
• Wrote SOQL queries to extract, validate, and analyze Salesforce data in support of reporting, troubleshooting. Performed routine data quality audits, data cleanup, duplicate management, and data validation.
• Designed and maintained Salesforce reports, dashboards and custom report types to provide business user, leadership and C suite executives with actionable insights into operational and business performance.
• Used AI-assisted tools and Salesforce AI capabilities to accelerate requirements analysis, test-case development, documentation, and solution design.
• Participated in Agentforce and AI implementation initiatives, helping evaluate business requirements, configure, create test scenarios, and document outcomes.
• Configured Prompt Builder solutions, creating prompt templates, leveraging Salesforce data and business context, validating AI-generated responses, and refining configurations based on business requirements.
• Used Agentforce Testing Center concepts to create and evaluate test cases and utterances, validate agent responses, and identify gaps in intent recognition and expected outcomes.
• Collaborated with developers, integration teams, security teams, and other technical specialists when requests required custom development, integrations, advanced security changes, or Apex/LWC solutions.
• Tracked and managed work in Jira throughout the sprint lifecycle, and used GitHub for version control of metadata and configuration changes alongside Copado deployments.
• Used Confluence to maintain technical documentation, business-process documentation, release information, and knowledge articles. Used Lucidchart and process diagrams to document business workflows, system interactions, and process dependencies.
• Served as the primary point of contact for user communication, proactively notifying stakeholders of releases, system changes, and downtime. Actively pursued continuous learning by earning Salesforce certifications.
• Delivered end-user training sessions and hosted regular office hours to troubleshoot issues, answer questions, and drive platform adoption for over 2000 users.
• Supported sandbox management, release planning, deployment validation. Hands-on experience with CI/CD processes, Salesforce DevOps, and Copado for deployment, release management, and change control.
• Administered Salesforce Shield, configuring platform encryption, event monitoring, and field audit trail to strengthen data security, compliance, and auditability.
• Partnered with technical and non-technical stakeholders to gather requirements, analyze business processes, identify gaps, and translate business needs into Salesforce configuration and enhancement requirements.
• Supported Salesforce security and compliance activities, including access reviews, permission management, data handling, user lifecycle management, and governance controls.
• Validate record-level data before and after deployments to ensure integrations, automation, field mappings, and downstream processes continue to function correctly.
• Served as Scrum Master facilitated sprint meetings, including sprint planning, Daily Operating Review (DOR), and retrospectives, to keep the team aligned and continuously improve delivery.
• Performed system and functional testing and coordinated User Acceptance Testing (UAT) with business users prior to each release, ensuring changes met requirements before go-live.
• Created and maintained comprehensive process documentation to support business process flow, configuration documentation, knowledge sharing, onboarding, and future reference. Maintained release documentation and change logs to support audit readiness.
• Experienced with Salesforce Agentforce, Prompt Builder, ChatGPT, and Claude and their application to CRM workflows, testing, productivity, and automation. Strong ability to evaluate emerging Salesforce capabilities and translate them into practical business and technical solutions.
• Received a 10% salary increase within first year in the role based on performance and contributions.

Salesforce Administrator/Business Analyst/Tester at Sequoia (2021-11 – 2024-04)

Collaborated with business stakeholders to gather and document requirements for Salesforce enhancements.

• Developed various Standard and Custom Objects, Formula fields, Master-Detail, Lookup relationships, Lightning Record Pages, validation rules.
• Proficient in creating and customizing email templates in Salesforce to facilitate personalized and automated email communication with customers and prospects.
• Proficient in designing and customizing Lightning page layouts in Salesforce to optimize user productivity and enhance user experience.
• Proficient in implementing Service Cloud features and functionality to streamline case management processes, resulting in a substantial reduction of open case count from 700 to 40.
• Implemented Security and Sharing rules at object, field, and record level for users at different levels of organization.
• Worked closely with offshore and onshore teams to deliver system solutions on time and within budget.
• Proficient in utilizing Visual Studio Code (VS Code) as a development and deployment tool for Salesforce projects. Leveraged VS Code to streamline the deployment process and manage
• Proficient in utilizing GitHub as a version control and collaboration platform for software development projects.
• Maintain documentation, define best practices and provided end-user training.
• Experienced in designing, building, and implementing flows and approval process to automate business processes, streamline data entry, and enhance user experience.
• Proficient in utilizing Data Loader, a powerful data management tool provided by Salesforce, for data import, export, and manipulation tasks. Proficient in using VLOOKUP in Excel.
• Skilled in implementing robust security measures to safeguard sensitive data and protect against potential threats. I did queries using SOQL (Salesforce Object Query Language) on sensitive PHI/PII (Protected Health Information/Personally Identifiable Information) fields.
• Configured and maintained Salesforce CPQ functionality supporting product configuration, pricing, discounting, quote generation, approval workflows, and quote lifecycle management.
• Proficient in creating and customizing report types, reports, and dashboards to analyze data. Designed and configured dashboards to display real-time analytics and metrics.
• Experienced in implementing and managing Salesforce integrations with third-party applications, including Conga, Docusign. Implemented and configured managed packages within Salesforce ecosystem to extend platform functionality and meet specific