SUMMARY

• Senior Salesforce resource with significant experience conducting business analysis, performing point and click development/configuration and managing APEX development team resources.
• Proven ability to deliver Salesforce features and functionality that have transformed businesses’ sales operations, support desk, project office and other custom business workflows.

CORE COMPETENCIES

• Product Management Expertise
• Business Analysis skills: interviewing users, gathering and refining business requirements, performing vendor “best fit” analysis, systems design/customization and organization roll - out, integration, training and adoption planning.
• Proven ability to manage, persuade and communicate effectively across business and dev teams.
• Expert product and user experience aesthetics, honed through work on dozens of software projects.
• Agile beliefs: question user requirements, scrutinize and prioritize value, reluctantly adds complexity, iterates often and re-factors everything.
• Salesforce.com Knowledge
• Deep Salesforce.com ecosystem understanding of: the platform capabilities and features, license options, ISV and consulting partners and industry thought leaders.
• Diverse solution architectural experience gained through work in Salesforce client orgs that range in size from 10-1,000+ users, >20 profiles, >50 roles, utilizing complex sharing rules.
• Hands-on experience with these Appexchange applications: Conga, Cirrus/EBSTA, CRMfusion, CWB, DocuSign, FieldTrip, InsideView, Marketo, MassMailer, Milestone PM, NPSP, Pardot and SurveyForce.
• Multiple software development lifecycles with: Sales Cloud, Service Cloud, Chatter and Force.com.
• Frequent use of these data tools: Dataloader (and .io), Eclipse IDE, Workbench, Dev Console, vlookup
• Experience using these tools: Process Builder, Flows, Approvals and Workflows and managing Force.com developers building: APEX Classes, Triggers, VisualForce pages and working with APIs.
• Salesforce Certifications - Administrator (Admin 201 #627889) and Developer (Dev 401 #917012)

PROFESSIONAL EXPERIENCE

Confidential

Sales Operations and Salesforce Platform Manager

• Revised several sales process workflows including: development of a custom Lead scoring mechanism, custom VF panels to display Orphan leads, workflows to annotate and progress Lead funnel, and automation of quoting and contract management process through DocuSign and Conga integration.
• Re-trained 3 different Sales and Marketing Teams by documenting revised 'deal desk' processes.
• Developed Dashboards and related reports to highlight: most effective marketing channels, lead and opportunity conversion Metrics, BDR and AE productivity, near-term Opportunity funnel (Commits) and customer success metrics.

Confidential

Salesforce Functional Lead

• Re-factored Profiles, Roles and Record Types multiple times as organization grew and product mix changed.
• Built several automated processes using Salesforce Workflows, Approval Flows and Visual Flows.
• Worked with marketing and finance users to create custom functionality: to handle Account sub-elements, to deliver custom Campaign functionality and managed workflows related to merchant incentives.
• Significant work analyzing, loading, cleansing and extracting data (and meta-data) using Workbench, Developer Console, Dataloader, Dataloader.io and the Salesforce Eclipse IDE.
• Worked with development resources to rewrite triggers and test classes due to re-factoring.
• Led org migration effort to inventory Org elements and migrate them via an unmanaged package.
• Revised Sales & Service team Dashboards multiple times as instance functionality evolved.

Confidential

Salesforce Platform Manager

• Defined and led diverse stakeholder team through two revisions of the support portal at support. Confidential .com
• Integrates with Service Cloud Cases, Live Chat and Salesforce Knowledge.
• Extended functionality of the Public Knowledgebase (PKB) application through custom development.
• Designed and deployed a custom Force.com app to manage compliance approval processes.
• Refined bi-directional integration touch points between Salesforce and the Confidential, Scala application.
• Led development team in building automated backup functionality for Salesforce data and file attachments.

Confidential

Salesforce Subject Matter Expert (SME)

• Member of team chartered with delivering a central support, design, configuration, ongoing maintenance, adoption and training function to the Wholesale user community.
• Worked with various functions and end users to identify, design, implement, document, and communicate standard business processes and process improvements
• Led initiatives with departmental management to identify new and creative opportunities to leverage Salesforce to support additional business processes or functions (i.e., an internal Communities deployment for sharing best practices, training documents and facilitating internal Chatter conversations)

Confidential

Salesforce Business Analyst

• Managed the Salesforce.com Service cloud functionality and performed user support, aimed at minimizing the number of requests by continuously improving the platform, processes and training.
• Deployed customer satisfaction (CSAT) survey functionality in Service cloud using Salesforce Labs app.
• Integrated with an external SQL Server database system (using InformaticaOnDemand).
• Defined and coordinated custom visual force enhancements with outside APEX development consultants.

Confidential

Salesforce Consultant & Configuration

• Engagement with local health advocacy agency to define and build a custom, Salesforce system for managing Participant and Session details.
• Project included: business process discovery, development of a flexible data model to handle reporting and user interaction requirements, migration of previous spreadsheet data and ongoing user training, coaching and support.

Confidential

Salesforce Consultant & Configuration

• Led user community of 50 through “green field” Sales Cloud roll-out.
• Worked with manufacturing and management team to optimize the revenue-driving tools (dashboards, reports, analytics) for the sales and marketing team.

Confidential

Business Analyst & Developer

• Documented business requirements, modeled data, developed data entry and reporting system to manage a global film database of contracts and distribution rights.
• Created custom reports and dashboards for team use across 10 international locations.

Confidential

Business Analyst

• Led effort to select/negotiate a hosted, web analytics platform for Confidential 's Online (GID) division.
• Documented business requirements and data needs from web analytics provider.
• Developed custom training program to educate ~100 department users of Omniture.