SUMMARY:

• Over five years’ experience creating training materials, delivering onboarding and post release training sessions.
• Over two years’ experience with Saelsforce.com Administration, Reporting, User Support and Database Management.
• Proficient in Adobe Acrobat, SharePoint, MS Word, Excel, Visio, MS Project, Publisher, Power Point and Outlook.

EXPERIENCED IN THE FOLLOWING SALESFORCE COMPONENTS:

• Org Setup & User Profile Setup
• Security Settings
• Validation Rules
• Salesforce Automation (Workflow and Approval Rules)
• Customization/Creation of Apps & Objects
• Visualforce
• Business Process with Standard Objects
• UI Business Logic
• AppExchange
• Mobile Lite (Saleforce1)
• Reports & Dashboards
• Data Management
• Chatter
• App Deployment
• Lightning

SKILLS AND ABILITIES:

• Adapts quickly to rapid paced changes and environment
• Very professional, excellent communications skills
• Can identify key issues and offer solutions
• Fluent in German
• Great at thinking inside as well as outside of the box
• Some Apex and HTML knowledge

TECHNICAL SKILLS:

• Box
• Click & Pledge
• Qgiv
• Salesforce Knowledge
• Bluepay
• Config Workbook
• Constant Contact
• Survey Gizmo
• MailChimp
• Salesforce Customer Community Portal
• SurveyMonkey
• Smartsheet
• TimeTrade
• Zendesk
• VisionE (Lead Scanner
• Salesforce Adoption Dashboards
• VersionOne
• Zoho

EXPERIENCE:

Salesforce admin & Technical Document Writer

Confidential

Responsibilities:

• Collaborated with IT, Production and Application Support and PMs to gain requirements for technical documentation compilation.
• Developed approach and designed template format for knowledge base structure and designed format of documents that reside in the knowledge base.
• Quickly acquired knowledge and understanding of Confidential Salesforce instance, familiarized self with configurations therein as well as with the 84 custom objects built to enhance the CRM to meet the unique needs of Confidential .
• Analyzed releases to existing user base, developed supporting training materials/training approach, and included technical documentation of release and configuration data.
• Developed Guide materials and a Wiki formatted FAQ help component of knowledge base to provide production support with accurate and timely solutions to commonly encountered user issues in an easily searchable and user friendly interface.
• Leveraged recorded historical data from Zendesk tickets and Salesforce Solutions to create guide materials.
• Analyzed business processes to generate process flow charts and related SOPs.

Salesforce admin

Confidential

Responsibilities:

• Collaborated with Confidential ’s Salesforce Implementation Vendor and members of the Sales Business Solutions Team to develop and deliver Salesforce user training, and optimal platform usage to support time/territory/opportunity management.
• Owned the development and rollout of post - release support program for new system users.
• Analyzed impact of new releases to existing user base, developed supporting training materials/training approach, and delivered release training.
• Quickly acquired knowledge and understanding of Confidential Sales and Service business processes, workflows, and end user “day-in-the life-of” to drive sales process and system adoption with Salesforce user base.
• Developed and implemented a comprehensive, on-going communications program to support Salesforce adoption and best-in-class platform usage.
• Created and maintained role specific Chatter groups to provide weekly announcements pertaining to enhancements, new functionality, and FAQs/Quick tips to keep the user base informed and engaged.
• Owned on-going status reporting for training, support, and communications work streams and other ad hoc reporting to senior leadership as requested.
• Worked to resolve training and adoption related internal cases, which involved creation of new knowledge and training documentation as well as providing one-on-one or group training for new and existing users.

Database and Project Manager/SFDC Admin

Confidential

Responsibilities:

• Handling all Salesforce administration duties in Salesforce Confidential version 3.71:
• Security and access management
• Data entry and data scrubbing
• Object and field customization and creation
• Mass data imports and exports
• Building campaigns and maintaining relevant data
• Installing and launching of applicable applications to improve data management and processes.
• Creating, Managing and Scheduling Distribution of reports for finance and budget reconciliation.
• Building Reports, Dashboards, and Custom List Views for prospect and moves management tracking for the Development Department.
• Providing Salesforce training and data entry best practices to Salesforce user base.
• Other duties included handling correspondence to donors for gift acknowledgements, updating payment information for organization subscriptions to Enews letters as well as for various applications associated with Salesforce and licensing.
• Managing mass email merges, drip campaigns and direct mailings for events and appeals.

Client Service Representative

Confidential

Responsibilities:

• Triages calls and redirects them to a medical professional when highly technical and/or medical input is required.
• Contacts the client to resolve non-technical routine matters related to patient testing and result reporting.
• Interact with customers to provide information about Confidential ’s products and services via incoming calls, physician/patient voice mails and patient inquiry email.
• Participate in the development of department protocols and procedures.
• Notifies appropriate internal management of client issues and complaints.

Operations Specialist and Lender Relations/Client Services Rep

Confidential

Responsibilities:

• Played an integral role to building the Lender Relations Department and defining the position of Lender Relations Liaison.
• Applied acquired knowledge of the repayment and management of Federal Student Loans in conjunction with the understanding of the financial planning and debt management strategies to provide analysis interdepartmentally to aid in the on-going projects.
• Assisted in building of client services and implementation of its processes at the company’s offshore facility.
• Managed a group of 12 employees within client services at an offshore facility, with responsibility of measuring progress and creating the guidelines and provisions of the key performance indicators to which the team must adhere.

Account Manager

Confidential

Responsibilities:

• Responsible for selling and merchandising Frito-Lay’s complete line of quality products to existing and new accounts while driving a Frito-Lay truck.
• Met on a weekly basis with Customers/Grocery Managers, Assistant and Store Managers to discuss promotions, tracking sales figures and inventory, while maintaining outstanding customer quality.

Priority Service Representative

Confidential

Responsibilities:

• Provided Financial Aid Offices at all accredited colleges, universities or other secondary education facilities with private student loan status updates and program guideline information.
• Assisted Market Development Representatives by fulfilling requests from schools and lenders and resolving any issues related to student loan origination and approval processes.
• Participated in launching e-mail campaigns and working on special projects.
• Notifies appropriate internal management of escalated client issues, complaints, and suspected risk or fraud activities on the part of either loan applicant or recipient of funds.

Territory account manager

Confidential

Responsibilities:

• Sold, stocked and merchandised international, specialty and organic food items in super markets all throughout central and Western Massachusetts.
• Assisted in the marketing of items during store and/or manufacturer product promotions.
• Met regularly with the Sales team as well as Store management and personnel to discuss strategy and product placement.
• Tracked sales figures, stocked inventory and maintained quality in goods and services.