MOHAMED IMRAN
347-529-9713 | Jamaica, NY | [email protected] | linkedin.com/in/mohamedmunas
PROFESSIONAL SUMMARY
Results-driven Salesforce Administrator with over 5 years of experience optimizing CRM systems to enhance user
adoption, efficiency, and data accuracy. Proficient in user and data management, security, automation, and
integration with a proven track record of increasing user adoption by 20%, resolving 95% of user inquiries
within 24 hours, and
reducing response times by 25%. Demonstrated expertise in customizing Salesforce to meet diverse
departmental needs, resulting in significant improvements in workflow efficiency and customer retention.
Skilled in developing training programs, automating
AREAS OF EXPERTISE
User Management
Data Management
Security and Access
Automation
Reports &
Dashboards
Salesforce Lightning
Change
Management Data
Migration
User Support Ticket
Salesforce
Maintenance Project
Management
AppExchange Integrations
WORK EXPERIENCE
KinderCare Education Portland, OR (Remote)
Salesforce Administrator Jan 2023 - Present
Achieved a 95% resolution rate for user inquiries within 24 hours, resulting in a 15% decrease in support
tickets and significantly boosting user satisfaction.
Automated lead assignment and follow-up processes, reducing response times by 25% and increasing lead
conversion
rates by 20%, enhancing overall sales efficiency.
Implemented role-based profiles and permission sets, leading to a 15% decrease in data access
violations and ensuring robust data security.
Successfully tailored Salesforce fields, page layouts, and record types to meet diverse departmental needs,
resulting in
a 15% improvement in workflow efficiency.
Maintained and cleaned a database of over 50,000 records, reducing data errors by 25% and improving data
accuracy. Leveraged AI-driven insights to boost sales efficiency by up to 30%, aiding sales teams in prioritizing
leads and opportunities effectively.
Integrated Salesforce with ServiceNow, reducing incident resolution times by 25% and ensuring faster
customer issue responses.
Developed a streamlined user setup and training module, reducing new user setup time by 40% and
facilitating quicker adaptation for new users.
American Express New York, NY(Remote)
Salesforce Administrator Jan 2021 - Dec 2022
Developed a new lead generation process that increased brand awareness by 20% and qualified leads
by 30%, significantly enhancing the sales pipeline.
Automated key sales tasks and updated the Salesforce CRM, resulting in a 25% increase in operational
efficiency and a 15% boost in sales performance.
Designed and delivered comprehensive training sessions for the sales team, leading to a 20% increase in
Salesforce platform adoption and a 10% rise in team productivity.
Created tailored reports and dashboards to enable management to track critical performance metrics, such as
conversion rates and customer satisfaction, facilitating data-driven decision-making.
SSP America New York, NY
Salesforce Administrator Jul 2019 - Aug 2020
Assisted in the development and execution of a new lead generation process, contributing to a 20% increase
in brand awareness and a 30% rise in qualified leads.
Participated in automating sales tasks, which resulted in a 25% improvement in team efficiency and a 15%
increase in
sales, enhancing my understanding of CRM workflows.
Collaborated in the creation of custom reports and dashboards to track key performance metrics such as
conversion rates and customer satisfaction, gaining valuable insights into data analysis.
EDUCATION
University of Gloucestershire London
Master of Business Administration (MBA), Human Resources Strategic Management & Leadership
London Business School
OTHM Level 7 Post Graduate Diploma in Strategic Management and Leadership
IIC University of Technology
Bachelor of Science (BS), Computer Science and Networking
IGates International Campus
International Diploma in Computing, Advanced Diploma in Computing
CERTIFICATIONS
Salesforce Certified AI Associate
Salesforce Certified Associate
Salesforce Certified Administrator
Salesforce Certified Advanced Administrator
Salesforce Certified Platform App Builder
Certification Salesforce Certified Marketing Cloud
Administrator Salesforce Certified Sales Cloud
Consultant
Salesforce Certified Service Cloud
Consultant Salesforce Certified Platform
Developer I
ACCOMPLISHMENT
Trailhead Five Star
Ranger 564 Badges
22 Super badges
