Kiran Aftab

Results-driven Salesforce Consultant and Business Analyst with 10+ years of experience translating complex business requirements into high-impact Salesforce solutions. Holder of 8 active Salesforce certifications, with deep expertise spanning Sales Cloud, Service Cloud, Financial Services Cloud, CPQ, and OmniStudio. Proven track record of leading full-cycle implementations, optimizing lead-to-cash workflows, and driving adoption across cross-functional teams.

Known for bridging the gap between technical delivery and strategic business outcomes in both Agile and enterprise environments.

Salesforce Business Analyst - Deluxe Financial Corporation - Remote

(2024-04)

• Lead end-to-end Salesforce CRM analysis, design, and delivery across 4+ business units, reducing cross-team misalignment by an estimated 30% through structured requirements workshops and sprint ceremonies.
• Spearheaded full-cycle Salesforce implementations including configuration, UAT facilitation, and user training programs, achieving 90%+ user adoption within 60 days of go-live.
• Optimized lead-to-cash and customer service workflows, cutting average case resolution time by approximately 25% through Omni-Channel Routing enhancements and automated escalation rules.

Salesforce Business Analyst - Accenture PLC - New York, NY

(2021-11 - 2024-03)

• Co-designed and delivered a Product Discovery coaching curriculum for 3 IT teams, improving alignment with customer-centric OKRs and reducing discovery cycle time by ~40%.
• Drove Product Vision & Strategy definition sessions that unified business and IT stakeholders around a shared roadmap, improving sprint velocity and reducing rework by approximately 20%.
• Authored a comprehensive Product Discovery playbook adopted as the standard framework across the healthcare client's delivery organization, serving 6+ teams.
• Simultaneously managed dual roles as Project Manager and Product Manager, ensuring on-time delivery of milestones across a complex multi-stream program.
• Configured Service Cloud features including Cases, Omni-Channel, and Live Agent, enabling a unified agent experience across 200+ service representatives.
• Designed and automated Email-to-Case and Web-to-Case intake processes, reducing manual case entry by approximately 50% and improving response SLA compliance.
• Led a 3-week discovery phase, facilitating stakeholder workshops that defined the strategic implementation roadmap and secured executive alignment on scope and priorities.
• Developed CPQ Quote templates and automated complex pricing and discount rules, eliminating manual quoting errors and ensuring 100% compliance with business approval policies.
• Managed a cross-functional delivery team as Product Manager, overseeing the SFDC Account design and implementation within Sales Cloud from inception through go-live.
• Designed and automated lead routing and assignment rules, improving sales rep response time by ~35% and increasing lead conversion tracking accuracy.
• Built custom reports and dashboards for real-time sales performance tracking, giving leadership visibility into 10+ KPIs and enabling faster data-driven decisions.

Salesforce Business Analyst – Sales & Service Cloud - Deluxe Corporation - Minnesota (Remote)

(2019-06 - 2021-05)

• Implemented Omni-Channel Routing to intelligently distribute cases across service teams, reducing case handling time by approximately 20% and improving first-contact resolution rates.
• Developed custom reports and dashboards to track key service metrics including case resolution time and agent throughput, enabling weekly operational reviews for management.
• Managed roles, profiles, permission sets, and System Administrator activities for a Salesforce org serving 150+ users, maintaining data security and compliance standards.
• Partnered with Sales Operations to proactively identify process inefficiencies, implementing automations that saved an estimated 10+ hours per week in manual work.

Salesforce Business Analyst - DG3 - Jersey City, NJ

(2016-04 - 2019-05)

• Configured Salesforce application setup and customized features to align with business workflows, supporting adoption across multiple departments.
• Authored comprehensive project documentation including Project Charters, FRS, URS, Test Scripts, UAT plans, Training Materials, and Release Memos — ensuring audit-ready deliverables at every phase.
• Collaborated with stakeholders to gather, validate, and prioritize requirements, translating business needs into actionable user stories and functional specifications.

Senior Quality Assurance Engineer - Liz Claiborne - North Bergen, NJ

(2015-02 - 2016-04)

• Served as QA Associate and Functional Expert for critical application modules, writing and reviewing test plans, test cases, and data sets for functional, GUI, and data-driven testing.
• Identified and executed positive and negative test scenarios, contributing to defect reduction and improved release quality across product cycles.

Master of Business Administration - MBA - Hajvery University Lahore, Pakistan

Bachelor of Arts - University of the Punjab Lahore, Pakistan