Dara Fasanya

• Led comprehensive Salesforce configuration projects, optimizing user experience and automating workflows to drive operational efficiency and improve performance.
  • Successfully managed and mentored a team of two junior Salesforce administrators, one data administrator, and two Salesforce Admin trainees, cultivating a high-performance, collaborative environment.
  • Spearheaded the swift resolution of IT help desk issues, significantly enhancing user satisfaction and achieving consistent improvements in customer feedback.
  • Partnered with key stakeholders to assess technology requirements, delivering customized solutions that directly aligned with business objectives and operational needs.
  • Delivered impactful projects focused on increasing company profitability through innovative system improvements and process optimizations.
  • Proactively monitored system performance, identifying and resolving potential issues before they impacted business operations, ensuring seamless service delivery.
  • Contributed strategic insights during planning meetings, offering expert recommendations to enhance application systems and improve organizational efficiency.
  • Designed and led staff training programs on new software tools, resulting in higher adoption rates and improved cross-departmental collaboration.
  • Generated and analyzed monthly Salesforce reports, providing actionable insights for tracking sales performance and revenue growth against targets.
  • Managed data imports into Salesforce, ensuring the accuracy of records and streamlining workflows to boost team efficiency.
  • Enhanced sales team productivity and customer engagement by customizing Salesforce functionalities through integrations with Zapier, WhatsApp, and Facebook.
  • Honored with the Employee of the Quarter award for excellence, innovation, and impactful contributions to system management and team development.

· Create and update budget reports and dashboards and subscribe stakeholders.

· Maintain and update opportunity and lead objects and processes for Sales and marketing teams.

· Update design processes created using Visio and Adobe pdf.

· Update Account and Contact records using third party app - Xappex.

· Salesforce user management.

· Analyze, track and resolve customer issues within SLA timescales.

· Customization of page layouts and lightning record pages.

· Review of user permission sets, validation rules, profiles and processes.

· Internal projects with customer success team to build processes to resolve customer issues.

· Internal projects with Product and Engineering teams to build features from enhancement ideas. Weekly standups to discuss resolutions.

· Experience testing in Sandbox orgs before release to production and using SQL and Salesforce (APIs and APEX code) to further debug issues.

· Raise issues using Zendesk and JIRA.

· Set up meetings with clients to provide rapid and accurate analysis of Sandbox and production issues.

· Handle urgent escalation issues with Engineering team and deliver the solution based on severity and customer impact.

· Guide Level 1 support team members on resolving issues.

· Maintain product knowledge of new functionality in Salesforce and Zuora CPQ releases.

· Documentation of resolving issues and updating documentation of processes.

• Provided comprehensive support to senior executives, resulting in improved decision-making processes.

· Manage Salesforce Digital sites for residents (approx. 50,000 users) and Staff (approx. 400 users).

· Admin for 7 apps and numerous processes of council services.

· Involved in a high visibility project which brought over a million pounds to the council via Salesforce.

· Working directly with stakeholders to help define clear key objectives for new processes, and define analytics tracking plans that will enable them to effectively measure performance.

· Customisation of page layouts for different departments.

· Create and subscribe managers to weekly/monthly dashboards.

· Create workflow rules and validation rules on objects.

· Manage and test for successful integrations with contractors.

· Collaborate with Salesforce Architects, developers and third-party contractors to resolve customer issues.

· Providing training to staff on how to use Salesforce and assist in the creation and documentation of new processes.

· Evaluation and report of data using MS Excel, SQL and Salesforce charts and dashboards.

· Insert and delete data using Data loader.

· Well experienced to setup users, permission sets, queues, public groups, assignment rules, email to case and flows.

Modification of APEX code.

Responsible for the daily management of errors relating to the trust’s Patient Administration System (PAS). This includes:

· Working with a team to correct the old and current data structures as required in accordance with Trust approved procedures.

· Using three different applications in daily tasks to verify data and update the system.

· Testing and giving feedback on upgrades for the different user applications.

· Support the team in administrative tasks and organizing of social events.

Worked on an EU funded project called IC-Health. IC-Health is a novel project to develop a series of Massive Open Online Courses (MOOCs) to help improve digital health literacy levels of European citizens. My achievements include:

· Creating two online digital health applications to teach digital health literacy. Using animaker to create 2d animated videos and platforms – course builder and IC-health.

· Managing and organizing the daily tasks of the project to meet deadlines and organising effective focus groups to aid in creating and testing the courses.

· Evaluation of previous data on the elderly using mostly data from Office For National Statistics.

· Worked with my line manager to create UK national reports to the EU for the elderly.

· Use of Google analytics for data analysis on the use of the MOOC.

Worked on a project called IM HAPPY (Improving Hopes, Aspirations, Potential, Prospects in the Youth). My achievements:

· Development of high-quality module materials to teach computing technology. These include: App Inventor, Scratch, Robotics with LegoEV3, HTML, CSS and Social Media.

· Teaching of the corresponding modules in Primary Schools, Secondary Schools and Community centres in lower socio-economic areas.

· Working in a team to manage the success of the project as we worked with 8 schools and 3 centres.

· Assessment, monitoring, summarising and reporting on the outcomes of how the students behaved throughout the course.

· Evaluation of questionnaires filled before and after each course using Advanced excel.

· Marketing, promotion and general recruitment to the modules.

· Successful organisation and delivery of 3 showcase events with the Minister of Social Development in attendance for 2 events.

· Pedagogic research and Presentation at conferences and seminars.

Created and maintained the project website: www.imhappyni.com

• Utilised SQL programming tasks to manage large databases efficiently.
• Handled troubleshooting of ETL job failures and fixed bugs promptly, reducing downtime significantly.
• Tested and validated ETL processes for smooth operations.