Mikko Tiwan
Salesforce Consultant
Mandaluyong
Summary
- Maximize Salesforce features to design solutions, and take of advantage of clicks-not-code.
- Keeping up-to-date with the new Salesforce features, implemented IdeaExchange posts, and bug fixes.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- Collaborate with other departments within the business in a global scale.
Overview
3
3
years of professional experience
3
3
Certifications
Work History
Salesforce Consultant
Isentia
10.2023 - Current
- Major contributor for CRM Migration for Isentia Salesforce.
- Design solutions for leadership (i.e. Lead Distribution, Auto-Service Level, Complex formulas.
- Implemented SLA project which increased customer response on time by up to 95%.
- Provide training and documentation to end-users for big deployments and maximize benefits of Salesforce features.
Salesforce Administrator
Isentia
12.2022 - 10.2023
- Built key automation and dashboards in both Sales and Service Cloud for KPI and commission reporting.
- Major contributor in Flow Migration.
- Handled data management in large volumes with Dataloader and Excel.
- frontline in Incident management and troubleshooting.
Salesforce Administrator
Cognizant
11.2021 - 11.2022
- In charge of general functionality of Salesforce, including Sales Cloud, Service Cloud, and Admin Assist.
- Work with consultation, creation, maintenance, and improvement of Objects (standard, custom), fields, formulas, reporting, dashboard, App Builder, Workflow rules, process builder, flows, etc.
- Supported customers in time zones around the world, mainly US and UK.
- Escalate tickets to Engineers and R&D for possible known issues.
Technical Support Engineer
Concentrix
06.2021 - 10.2021
- Provided remote assistance to clients, ensuring timely resolution of our SaaS offerings for a financial software company.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Build rapport with customers using Salesforce as a CRM
Education
Bachelor of Science - Petroleum Engineering
Palawan State University
Tiniguiban Heights, Puerto Princesa, Palawan 04.2001 -
Skills
Salesforce Consulting
User Training
Stakeholder Management
Basic knowledge of Apex
Data Migration
Certification
Salesforce Certified Advanced Administrator
Timeline
Salesforce Consultant
Isentia
10.2023 - Current
Salesforce Administrator
Isentia
12.2022 - 10.2023
Salesforce Certified Advanced Administrator
01-2022
Salesforce Certified Administrator
12-2021
Salesforce Administrator
Cognizant
11.2021 - 11.2022
Technical Support Engineer
Concentrix
06.2021 - 10.2021
Bachelor of Science - Petroleum Engineering
Palawan State University
04.2001 -
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