Monika J

Experience

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  Cloud Software Group

  May 2021 - Mar 2024

  Billing Analyst/ Salesforce Admin

  1. Log a ticket in Salesforce, understand the priority of the issue and set them accordingly. Engage with Technical engineers in escalating the cases to get them addressed in timely manner. 2. Monitor the backlog cases and provide an update on regular basis to the customer via email/phone with process of their server part orders and resolve. 3. Meeting the SLA, scoring the good will of customers and their satisfaction. Involved in beta testing of internal tools of its user interface features and functions Show less

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  Kaseya

  Aug 2023 - now

  Salesforce Business Analyst

  - Collect, clean, and analyze data using Excel functions and Power BI tools to identify trends, patterns, and insights.- Develop queries, filters, and calculations to extract meaningful information from large datasets.- Design and create reports, dashboards, and visualizations in Power BI to present data insights in a clear and compelling manner.- Utilize Excel's charting and graphing capabilities to visualize data trends and metrics.- Develop data models in Power BI to organize and structure data for analysis and reporting.- Translate business requirements into technical specifications for report and dashboard development.- Optimize report performance, data refresh schedules, and data model efficiency to enhance user experience and minimize latency.- Collaborate with cross-functional teams, including IT, business stakeholders, and data engineers, to deliver successful Power BI and Excel projects.- Leveraging Power BI and Excel to analyze data, generate insights, and support decision-making processes within organizations.- Designing reports and dashboards using Salesforce reporting tools to provide insights into key business metrics and performance indicators. Show less