Irene Chan
Sydney,Australia
Summary
Senior Salesforce Administrator with 10 years of Salesforce work experience across various industries including cloud computing, financial services, telecommunications, real estate and healthcare. Experience working with medium-sized enterprises as well as global multinational companies.
A self-starter, accustomed to working remotely and independently, and building effective partnerships with business owners and technical teams across the globe. Passionate about solving business challenges and identifying solutions to drive business process improvements via system automation.
Overview
11
11
years of professional experience
Work History
Senior Salesforce Administrator
Genea Fertility
07.2018 - 05.2022
- Support the implementation of Salesforce Health Cloud and Revenue Cloud to replace legacy systems
- User onboarding and training to promote best practices
- Manage day to day end user support
- This includes data uploads/updates to maintain data hygiene, incident troubleshooting, and root cause analysis to provide a permanent fix
- Perform ongoing system administration by using declarative tools to automate business processes
- Regular review and audits of profiles, roles, permission sets and sharing settings to ensure the system is secure
- Engage with Product Owners to determine business requirements and create user stories in Jira
- Write business test scripts and support technical testing for new changes
- Deploy configuration changes using Gearset
- Create and maintain documentation for the business (user guides) and internal Salesforce team (technical).
Senior Salesforce Administrator
Amazon Web Services
05.2018 - 07.2018
- Project management: Improve project and process efficiency by spotting risks, asking the right technical questions to ensure appropriate trade-offs are made (time vs quality vs resources), clearing blockers and helping the engineering teams meet goals by escalating appropriately and driving timely decisions
- Support cross-systems integrations across the native Salesforce ecosystem, as well as AWS applications and other third-party solutions
- Perform technical analysis, level-of-effort estimation and support implementation of applications with necessary customizations and integration
- Evaluate complex business and technical requirements and communicate inherent security risks and solutions to technical and non-technical business owners
- Create user stories, tasks and defects based on user inputs
- Work with Product Owners to determine the requirements to reproduce the issues and establish their priority
- Pro-actively identify opportunities to leverage Salesforce.com in innovative ways to improve existing business processes, increase sales productivity and support an organization scaling at a rapid pace.
Senior Salesforce Administrator
Amazon Web Services
01.2015 - 10.2017
- Manage and work the Salesforce support queue by answering end-user questions, fulfilling requests, and resolving system incidents in a timely and customer centric manner
- This includes identifying root causes of problems and making recommendations for solutions
- Hands on configuration of new and existing Salesforce.com features including user management, roles/profiles, permission sets, custom objects, page layouts, custom fields, formula fields, validations, workflows rules, email templates, process builder, flows, lightning pages, etc
- Support the migration of Salesforce Classic to Lightning
- Perform complex data loads using Dataloader
- Participate in change management processes and drive communication efforts across stakeholder groups
- Develop and mentor junior admin resources.
APAC Salesforce Administrator
American Express
01.2015 - 10.2017
- Provide day to day end user support relating to general queries on Salesforce features and functionalities and bug fixes
- Provide coaching and training to the offshore Level 1 Support team by being the subject matter expert (SME) for a range of topics related to business / system processes
- Drive and increase user adoption
- This includes developing, documenting and delivering training to new and existing users
- Create reports and dashboards for senior management
- Manage end users permissions by maintaining user roles and profiles, security and access settings
- Support system configurations by creating and maintaining custom fields, formulas, validation rules, custom workflows and approval processes
- Support the marketing teams across business units to execute marketing campaigns by uploading leads and customer data in to Salesforce
- Support the implementation of new features/enhancements in the monthly Salesforce release
- This includes gathering requirements from the business stakeholders and proposing suitable technical solutions to solve business problems
- Support the roll out of global projects by working closely with the offshore Scrum teams in updating user stories, creating test scripts, facilitating user acceptance testing (UAT) and post-release business validation testing.
Salesforce Administrator
Superloop Ltd
06.2014 - 01.2015
- Oversee the function and administration of the Salesforce platform to end users across the business - including developing support materials and reports, providing guidance and coaching users, and acting as a subject matter expert to the business stakeholders
- Perform system administration functions - configure security settings, user profiles, workflow rules, custom objects and custom fields
- Manage the communication templates and associated workflow within Salesforce
- Manage ongoing support requests with internal stakeholders (including training on new Salesforce features and functionality)
- Lead the maintenance of system documentation, policies and procedures
- Assist with bug fixing, administer and complete user acceptance testing (UAT) prior to change deployments
- Provide recommendations to integrate Salesforce with other internal/external systems, and highlight potential upstream/downstream integration or functionality intersection points and issues
- Maintain full data management across Salesforce and manage the data migration processes.
Junior Salesforce Administrator
McGrath Estate Agents
06.2014 - 01.2015
- Support the roll out of the Salesforce.com system to property agents across the country
- Create user profiles and roles, permission sets, reports and dashboards
- Partner with cross functional teams to support user acceptance testing (UAT) of new enhancements and functions prior to implementation.
Salesforce Analyst
T. Rowe Price Ltd
08.2011 - 06.2014
- Provide day to day technical assistance and end-user troubleshooting for bug fixes, enhancements and user queries
- Run regular meetings with the ANZ leadership team to discuss Salesforce best practices, share ideas and review feedback
- Responsible for the communication of new features, enhancements and changes to the Salesforce platform to ensure continued user adoption
- Provide support to senior management in the development and maintenance of Salesforce reports and dashboards.
Sales Process Specialist
Thomson Reuters
08.2011 - 06.2014
- Document the global sales and account management sales processes to reinforce best practices
- Improve and streamline business processes to boost sales productivity, increase win rates, build customer retention and increase revenue production
- Provide Salesforce training and first level support to users in APAC by performing thorough investigation and analysis to resolve systems, process and data issues
- Create and analyze sales reports and performance dashboards in Salesforce
- Contribute to Salesforce processes and tool design by capturing user requirements and feedback and participating in User Acceptance Tests (UAT)
- Conduct presentations on new Salesforce releases to support system rollout.
Education
Bacherlor of Commerce - Marketing
University of Auckland
New ZealandSkills
- Data Migration
- Information Protection
- Agile Methodology
- Data Audits
- Continuous Process Improvement
- Systems Administration
- Database Administration
Skills Certifications
- Agile Methodology
- Salesforce Data Tools
- Gearset
- Atlassian Jira and Confluence
- Salesforce Certified Administrator
- Salesforce Certified Advanced Administrator
Languages
Malay
Native or Bilingual
Chinese (Cantonese)
Limited Working
Chinese (Mandarin)
Elementary
Timeline
Senior Salesforce Administrator
Genea Fertility
07.2018 - 05.2022
Senior Salesforce Administrator
Amazon Web Services
05.2018 - 07.2018
Senior Salesforce Administrator
Amazon Web Services
01.2015 - 10.2017
APAC Salesforce Administrator
American Express
01.2015 - 10.2017
Salesforce Administrator
Superloop Ltd
06.2014 - 01.2015
Junior Salesforce Administrator
McGrath Estate Agents
06.2014 - 01.2015
Salesforce Analyst
T. Rowe Price Ltd
08.2011 - 06.2014
Sales Process Specialist
Thomson Reuters
08.2011 - 06.2014
Bacherlor of Commerce - Marketing
University of Auckland
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