SUMMARY

• Highly qualified and results driven Salesforce professional with experience within the telecommunications and financial services industries.
• Effective leader with proven ability to implement and support Salesforce.com and billing systems, as well as custom ordering systems.
• Talent for proactively developing Salesforce solutions and identifying and executing change management support models, developing business process designs, and providing end user application support.

AREAS OF EXPERIENCE

• Salesforce.com
• Project Management
• Customer Billing and Order Entry
• Business Process Analysis
• Methods & Procedures Development
• Teambuilding & Training
• Change Management
• Technical Application Support
• Call Center Operations

PROFESSIONAL EXPERIENCE

Confidential, Chicago, IL

Salesforce Consultant

• Responsible for implementing the Salesforce Service Cloud and Communities
• Provides administrative services such as configuration updates, report and dashboard development, and troubleshooting for Salesforce end users
• Develops documentation on Salesforce setup and configuration for knowledge transfer to clients
• Deploy and configure third party Appexchange products such as Conga Merge and MailChimp to support customer business processes

Confidential, Alpharetta, GA

Sr. Salesforce Consultant

• Oversaw a team of administrators and developers to carry out Salesforce implementations for higher education clients
• Responsible for creating estimates for Service Cloud, Sales Cloud, and ExactTarget Implementations
• Participated in sales calls and demonstrations for prospective clients for both Salesforce and ExactTarget
• Led requirements gathering and discovery sessions with clients
• Constructed the data model and system configuration for prototypes and testing
• Led the development of testing and training plans for implementations
• Ensured projects were delivered on time and within budget
• Conducted interviews to recruit new employees

Confidential, Indianapolis, IN

Salesforce Administrator Contractor

• Troubleshoot and provided solutions for Salesforce configuration
• Monitored and resolved issues within global lead queues while periodically updating assignment rules based on organizational changes
• Supported UAT efforts for Salesforce rollout to European users
• Created and distributed reports to end users around lead activities

Confidential, Radnor, PA

Director of Salesforce Strategy and Operations

• Led the end - to-end implementation of the Sales Cloud and Service Cloud for approximately 250 end users within the Mutual Funds organization
• Served as primary system administrator for Salesforce.com
• Performed data management activities using MS Access to create relational databases for data importing and exporting in Salesforce.com
• Worked with third party applications such as ExactTarget on the AppExchange to manage marketing activities
• Analyzed code within Oracle to mitigate issues within the data integration layer to ensure ETL process completed successfully on a nightly basis
• Participated in the implementation of the Sales Cloud and Service Cloud for the Mutual Funds division leading requirements gathering, change management, UAT, and end user training efforts
• Worked closely with business stakeholders, end users, and developers to scope out end-to-end solutions starting with the documentation of business requirements through to the conducting of Conference Room Pilots of the designed solution
• Managed relations between third party vendors and IT teams to oversee development cycles and releases, as well as issue resolution
• Provided day-to-day technical support for system issues reported by users post-Go Live
• Performed executive-level reporting on Sales and Revenue as well as Sales activities using Salesforce reports and dashboards
• Maintained data integrity through manual data updates using Access relational database and queries, as well as cyclical reviews of an Informatica integration layer between salesforce.com and the legacy AS400 system to monitor data migration processes
• Developed and conducted end user training for onsite and field users in person and online via the internet

Confidential, Philadelphia, PA

Consultant

• Served as administrator for Salesforce.com
• Worked with third party applications such as Docusign on the AppExchange to manage the quote process
• Partnered with developers to implement system enhancements and change requests for Salesforce.com
• Acted as project lead and subject matter expert for the definition of new processes, refinement of existing processes, and deployment of new systems (both end user and customer-facing) and products for the Sales Operations team
• Developed project plans complete with scope and resource planning and status reports to track and communicate milestones and dependencies
• Aided in the creation of customer-facing sales documents to support the launch of new Small/Medium and Enterprise business products
• Assisted in the development of training materials and job aids to support the deployment of new systems and processes

Confidential, Philadelphia, PA

Consulting Analyst

• Led the development of a change management approach for the deployment of an order entry interface for business markets.
• Developed SQL to implement large scale changes within AS400 database files
• Created processes for issue escalations/triage, communications, and implementation of continuous improvements as part of business analysis and change management strategies while consistently averaging a 98% daily transactional pass rate during and post deployment (exceeded divisional goal of 95%) and a 10% decrease in average handling time
• Created Methods & Procedure documents and job aids to supplement call center agent training on a new order entry interface
• Maintained and reported out on resource plans based on project deployment schedules for Senior Director and Director-level clients
• Developed processes around systematically applying mass credits/debits to large groups of customers including implementing a rate refund process to apply over $60,000 in refunds to approximately 500 customer accounts which generated a cost savings of greater than $15,000 in interest
• Led the review of the business requirements for key billing functions with a third party vendor to ensure the validity of requirements
• Planned and led Joint Application Design sessions for the review of the requirements and solution with the business and architecture team
• Developed process flows for the billing functions for review with the key business stakeholders
• Liaised with Call Center and Field Operations Leadership to implement system enhancements based on changes to customer billing
• Investigated system issues and provided root cause analyses and resolutions
• Worked with the Quality Assurance team to conduct unit testing and facilitate user acceptance testing