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Smita Pushpam

@smitapushpam

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Salesforce Administrator with 5 years of experience in client support.

India

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What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovation.

I am a dedicated Salesforce Administrator with over 5 years of experience in delivering exceptional remote support for Salesforce Service Cloud at SITA, a leader in air transport communications and IT. My extensive background in Operations, spanning over 16 years, has equipped me with the skills to drive client satisfaction and resolve complex issues effectively. I am passionate about creating exceptional customer experiences and ensuring smooth transitions during platform changes.

Throughout my career, I have successfully collaborated with end-users and cross-functional teams to reduce application bugs by 10% and enhance user adoption through strategic Customer Portal migrations. My role as a WNS Certified Trainer has allowed me to deliver impactful training sessions, onboard over 500 global users, and streamline processes, resulting in a 20% reduction in training time for new associates. I am committed to continuous improvement and have led projects that optimize Salesforce configurations, enhancing operational efficiency and security.

Experience

Work history, roles, and key accomplishments

Salesforce Administrator

WNS Global Services

Jan 2022 - Jan 2023 (1 year)

Led Salesforce administration and support, enhancing user experience and reducing application bugs by 10%. Managed technical documentation and executed configuration changes in Salesforce Service Cloud. Delivered training and support to over 500 global users, improving user adoption and satisfaction.

Salesforce ServiceNow Power BI SharePoint User Training Technical Documentation Configuration Management Customer Support Agile Methodologies Data Migration

Salesforce Support/WNS Certified Trainer

WNS Global Services

May 2020 - Jan 2022 (1 year 8 months)

Provided remote Salesforce support and training, ensuring smooth transitions for users. Collaborated with cross-functional teams to resolve issues and improve service delivery.

Salesforce Training Cross Functional Collaboration Customer Feedback Documentation Service Management Quality Assurance

Salesforce Support/Sr. Operations Associate

WNS Global Services

Jun 2013 - May 2020 (6 years 11 months)

Managed Salesforce operations and provided support, focusing on customer satisfaction and issue resolution. Conducted customer feedback surveys to enhance service quality.

Salesforce Customer Support Operations Management Technical Support Documentation Process Improvement User Training Data Management

Accountant and Auditor

Varsha Oswal Chartered Accountants & Co.

Apr 2003 - Dec 2003 (8 months)

Performed accounting and auditing tasks, ensuring compliance with financial regulations and standards.

Accounting Auditing Financial Compliance Financial Reporting Data Analysis Documentation Client Management Budgeting

Administrator Front Desk

Renu Nursing Home

Mar 2002 - Feb 2003 (11 months)

Managed front desk operations, providing administrative support and ensuring smooth patient interactions.

Administrative Support Customer Service Communication Skills Scheduling Documentation Problem Solving Team Collaboration Time Management

Education

Degrees, certifications, and relevant coursework

Pune University

Bachelor of Commerce, Business Administration

1999 - 2002

Completed a Bachelor of Commerce degree with a focus on Business Administration, gaining foundational knowledge in various aspects of commerce and management.