Open to opportunities

WAFA ATIF

@wafaatif

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Certified Salesforce Administrator with 15+ years in support and QA.

United States

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What I'm looking for

I seek a role leveraging Salesforce administration and support where I can improve processes, mentor users, and deliver measurable data-quality and customer-experience gains.

I am a certified Salesforce Administrator with over 15 years of experience across Salesforce CRM administration, technical support, quality assurance, sales, and administrative operations. I specialize in user provisioning, security and access management, data imports/exports and deduplication, automation with Flows/Process Builder, and building reports and dashboards to drive actionable insights.

I have a strong track record improving processes and customer experience—reducing manual tasks by 40%, improving file retrieval efficiency by 40%, and raising customer satisfaction scores to the mid- to high-90s—while delivering training, documentation, and cross-functional integrations with tools like Zendesk and Mailchimp.

Experience

Work history, roles, and key accomplishments

Receptionist / Administrative Assistant

Furqaan Foundation

Jul 2023 - Sep 2023 (2 months)

Managed front desk operations, processed sales orders, coordinated events for 200+ participants, and improved document retrieval efficiency by 40% while maintaining 95% customer satisfaction.

Order Processing Event Coordination Document Management Customer Service Inventory Management Reporting

Quality Technician

Casco Manufacture

Jun 2022 - Aug 2022 (2 months)

Performed quality checks on electrical wires and components, verified assembly functionality, and reported defects to support process improvements during a summer contract.

Safety Compliance Process Improvement

Salesforce Administrator

Accor Advantage Plus

Jan 2016 - Mar 2020 (4 years 2 months)

Administered Salesforce CRM for membership programs, configured users, roles, permission sets, and security settings, and implemented automation that reduced manual tasks by 40% while improving data quality and reporting.

Salesforce Administration Data Loader User Provisioning

Quality Specialist

Knoah Solutions

Jan 2011 - Dec 2012 (1 year 11 months)

Led quality monitoring and process improvement initiatives across support teams, developed QA checklists and training materials that increased quality scores by 15% and reduced onboarding time by 30%.

Quality Assurance Root Cause Analysis SOP Development Performance Metrics Process Improvement Knowledge Base

Technical Support Specialist

Knoah Solutions

Jan 2009 - Jan 2011 (2 years)

Provided internet and device technical support for EarthLink and Apple clients, resolving 50+ cases daily with >95% satisfaction and improving first-call resolution by 20%.

Ticketing Systems Root Cause Analysis Customer Support Norton Antivirus Support Remote Assistance

Customer Support Officer

Knoah Solutions

Jan 2007 - Jan 2009 (2 years)

Handled 50–100 inbound calls daily for ISP customers, managed billing and technical inquiries, and achieved a 4.8/5 satisfaction rating while contributing to a 15% improvement in first-call resolution.

Inbound Billing Cross Selling Escalation Management