Darwin Palencia
Salesforce Functional Consultant
Quezon City, Metro Manila
Summary
Salesforce Technical Lead with 11+ years of expertise in the field. As a Salesforce Functional Consultant, I excels at resolving complex support cases, ensuring adherence to service level agreements and customer satisfaction targets. Handles case consults and escalations from junior and mid-level administrators, conducts technical case reviews, debugs customer issues, reviews test samples, and provides effective solutions. Actively contributes to team efficiency by creating and maintaining FAQ, how-to, and knowledge-base articles that focus on support processes such as case handling, escalation, hand-off, bug filing, case routing, and case root-cause categorization.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
6
6
Certifications
Work History
Salesforce Functional Consultant
Third Pillar
11.2024 - 01.2025
- Collaborated with cross-functional teams to develop comprehensive strategies for addressing complex business challenges.
- Developed and implemented reports and presentations for key stakeholders and senior management.
- Reduced operational costs with the identification and elimination of redundant tasks and processes.
- Wrote effective documentation for each client system to deliver comprehensive sets of requirements and alignment with business objectives.
- Mentored junior consultants, fostering a collaborative environment that encouraged professional development and knowledge sharing.
- Delivered high-quality results by implementing best practices in functional consulting methodologies and tools.
Senior Salesforce Administrator
Pointwest Squad Inc
01.2022 - 10.2024
- Customized user interfaces according to specific departmental needs while maintaining a consistent overall experience across the platform.
- Enhanced Salesforce system efficiency by optimizing workflows, automating processes, and streamlining data management.
- Resolved technical issues promptly and effectively, providing exceptional support to Salesforce users across the organization.
- Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
- Supported organizational growth by configuring scalable solutions within Salesforce and providing guidance on best practices for future expansion.
- Implemented effective backup strategies to ensure data protection in case of unforeseen disasters or failures.
- Proactively identified opportunities for process improvement within the Salesforce environment by staying current on industry trends and best practices.
- Reduced manual workload for sales team members with the creation of time-saving automated email templates and document generation tools.
- Boosted user adoption rates by developing coherent training materials and conducting personalized training sessions.
Salesforce Technical Manager
WiredLans
07.2020 - 01.2022
- Provided technical support for end-users and resolved escalated technical issues
- Utilized Salesforce APIs to connect Salesforce to external systems
- Created a series of infographics that effectively communicated complex technical topics to a non-technical audience
- Managed a team of software engineers and achieved a X% improvement in project delivery time
- Negotiated and managed vendor contracts to ensure that best-in-class technical solutions are adopted
- Developed and implemented a quality assurance program that ensured high-quality deliverables
- Monitored team performance and provided timely feedback and guidance to ensure that team members are meeting expectations
Salesforce System Administrator
Cognizant Technologies Solutions
01.2017 - 06.2020
- Established robust security measures within the Salesforce environment by implementing role-based access controls, sharing rules, and field-level security settings.
- Conducted thorough analyses of system usage patterns, recommending appropriate optimizations to improve overall utilization rates.
- Contributed to successful project implementations by leading requirement gathering sessions, designing solutions, and coordinating development efforts with stakeholders.
- Streamlined business processes for increased efficiency by implementing automation tools within the Salesforce platform.
- Collaborated with cross-functional teams to develop customized solutions that met specific business needs.
- Reduced manual workload for sales team members by automating repetitive tasks through Salesforce workflows and Process Builder.
- Boosted data quality and integrity with regular database maintenance, including deduplication and data cleansing efforts.
- Maintained up-to-date knowledge of new Salesforce features and best practices, ensuring optimal use of available resources in line with industry standards.
- Partnered closely with business analysts to translate functional requirements into practical Salesforce solutions that aligned with stakeholder expectations.
Education
Master of Arts - Mass Communication
Far Eastern University
Manila, Metro Manila, Philippines 04.2014 - 01.2016
Skills
Client interaction
Solution implementation
Team communication
Workflow configuration
Solution design
Requirements gathering
Project scope analysis
Data migration
Certification
Salesforce Licensed
Timeline
Salesforce Functional Consultant
Third Pillar
11.2024 - 01.2025
Senior Salesforce Administrator
Pointwest Squad Inc
01.2022 - 10.2024
Salesforce Technical Manager
WiredLans
07.2020 - 01.2022
Salesforce System Administrator
Cognizant Technologies Solutions
01.2017 - 06.2020
Master of Arts - Mass Communication
Far Eastern University
04.2014 - 01.2016
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