Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Santiago Gay

Santiago Gay

Salesforce Administrator
Buenos Aires

Summary

Experienced Salesforce Administrator with over five years of experience working in esteemed organizations such as Grupo New San, Cognizant, Cloudbeds, and Kopius Tech. Proven track record of creating innovative solutions within the Salesforce ecosystem, specializing in enhancing user experiences, driving efficiency, and optimizing technical processes.

Overview

6
6
years of professional experience
6
6
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Salesforce Administrator

Kopius Tech
11.2024 - Current
  • Delivered comprehensive first-level support to internal customers, ensuring seamless operation.
  • Designed and implemented new Salesforce Flows to accommodate evolving business processes and optimize existing automations.
  • Collaborated on critical data integration projects, facilitating team migrations from external platforms to Salesforce.
  • Administered and optimized Permission Sets and Permission Set Groups to ensure precise user access and robust data security.
  • Managed the installation and configuration of various applications and packages from Salesforce AppExchange.
  • Managed user creation and access provisioning, aligning permissions with organizational roles and security policies.
  • Managed User Acceptance Testing (UAT) to ensure thorough validation and user understanding of new developments.
  • Configured and implemented advanced Salesforce AI capabilities, including Einstein Opportunity Scoring, Einstein Case Classification, and the Salesforce ChatGPT connection.
  • Optimized and adapted business processes to effectively meet evolving user and organizational needs.

Salesforce Administrator

Cloudbeds
08.2023 - 10.2024
  • Collaborated on designing and optimizing new business processes within Salesforce.
  • Developed and implemented robust automations using Process and Flow Builder.
  • Provided first-level support to internal users, ensuring smooth operations and issue resolution.
  • Offered technical support for data migration efforts from various databases, ensuring data integrity.
  • Re-factored existing Salesforce Flows and automations to accommodate Salesforce good practices for enhanced performance and efficiency.
  • Generated and delivered comprehensive reports and dashboards for users, aiding in data-driven decisions.
  • Managed various projects, ensuring timely delivery and successful outcomes.
  • Developed and customized applications using App Builder to streamline business processes, providing tailored user experiences and optimizing screen layouts for various teams.

Salesforce Administrator

Cognizant
02.2021 - 08.2023
  • Served as Salesforce Administrator for the Sales Cloud org, supporting the BlueCross BlueShield Minnesota project.
  • Provided comprehensive support to sales processes, ensuring smooth operations.
  • Utilized a Master Data Management (MDM) app to identify and merge duplicated accounts in Salesforce, enhancing data accuracy and consistency.
  • Troubleshot flows and provided recommendations for their improvement.
  • Updated custom objects, page layouts, and record types to optimize data structure and user experience.
  • Developed and modified validation rules, improving data quality and compliance.
  • Designed and implemented new Email Templates and notifications, streamlining communication.
  • Provided first-level support to users, resolving issues efficiently.
  • Implemented automations using Process and Flow Builder, enhancing operational efficiency.
  • Offered technical support for Data Migration from various databases.

Salesforce Administrator

Grupo New San Argentina
06.2019 - 02.2021
  • Administered the Salesforce Service Cloud Org, ensuring optimal performance and user experience.
  • Designed and implemented custom objects, page layouts, and record types to meet evolving business requirements.
  • Generated and delivered comprehensive reports and dashboards, empowering data-driven decision-making for users.
  • Managed and executed integrations with critical external systems including EBS from Oracle, FUSE, SurveyMonkey, and Avaya telecommunications applications, enhancing data flow and connectivity.
  • Utilized JIRA for efficient project and incident management, ensuring timely resolution and project progression.
  • Configured Social Studio to streamline social media management directly within Salesforce, improving brand engagement.
  • Successfully set up Chat Live Agent and Omni-Channels, enhancing customer service capabilities and agent efficiency.
  • Collaborated with stakeholders on new projects, implementing innovative solutions and optimizing existing business processes.
  • Developed and refined automations using Process and Flow Builder, significantly improving operational workflows.
  • Provided critical technical support for data migration efforts from various databases, ensuring data integrity and seamless transitions.
  • Collaborated on developing a cross-functional self-service process, integrating multiple databases, to automate product exchange requests due to defects, resulting in time savings for call center agents and reduced reverse logistics costs.

Education

Electro-Mechanic Engineering - Engineering

University of Belgrano (UB)
Buenos Aires, Argentina
03.2015 - 02.2021

Skills

Salesforce customization

Salesforce configuration

Process automation

Data management

Agile methodology

Platform app builder

Certification

Salesforce Administrator, Credential ID: 5410838

Timeline

Salesforce Administrator

Kopius Tech
11.2024 - Current

Salesforce Administrator

Cloudbeds
08.2023 - 10.2024

Salesforce Administrator

Cognizant
02.2021 - 08.2023

Salesforce Administrator

Grupo New San Argentina
06.2019 - 02.2021

Electro-Mechanic Engineering - Engineering

University of Belgrano (UB)
03.2015 - 02.2021

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Santiago GaySalesforce Administrator