SUMMARY:

• I am a technology professional with over 15 years of experience with a primary focus on CRM and data management.
• The past 8 years having been focused on the Salesforce.com platform, the last 5 years being in the position of Solutions/Lead Architect.
• The past 3 years have been. Primary job functions inclue defining solutions and managing mid to large teams in performing complex enterprise scale Sales and Service Cloud Implementations.
• Managed projects from conception through to completion; consistently delivering timely results without sacrificing quality. Capable of identifying areas of cost saving using either existing or external technological solutions to maximize return on investments.
• Demonstrated success in developing and implementing technological strategies designed to optimize business processes; specialize in Customer Relationship Management (CRM) system development and implementation. Detail - oriented with a strong work ethic.
• A diplomatic, articulate leader with solid interpersonal, analytical and presentation skills; able to effectively interface with individuals at all levels.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Owner/Lead Architect

Responsibilities:

• Primary project was to build a portal for cruise ship customers to be able to search for and book land based tours and/or activities in port as well as for tour operators to upload new offerings as well as gather required documents and manifests.
• Implementation and configuration of Confidential - Confidential /Product Bundle (Kits) to manage the vast and complex regular and complete custom product offerings as well as simplify break points for different barriers (volume, total dollar) and/or partner level. Enforce a maximum commission level for travel agency partner commissions.
• Collaborate with internal stakeholders to customize Salesforce.com to meet business needs and increase efficiency while maintaining standardization.
• Managed on and offshore development teams to create a custom external portal for Partner to conduct transactions, track current and projected revenue and manage commissions.
• Defined, designed and implemented the internal and external security model for the Partner Program.
• Managing and implementing customization requests, including creating workflow triggers, workflow alerts, automated email responses, etc.
• Identify, partner and manage with 3rd parties to form relationships for reseller agreements
• Responsible for driving productivity and efficiency in the organization through the use of process design and technology.
• Implement processes that allowed for seamless communication between project resources and business stakeholders
• Manage project resources (Internal/external) and stakeholder expectations to achieve timely delivery
• Work with vendors to manage costs of external applications and improve the ROI of those investments
• Research and retain offshore resources for development and configuration staff augmentation

Confidential, Atlanta, GA

Salesforce.com Lead Architect

Responsibilities:

• Collaborated with technical resources to establish and maintain effective integration between Salesforce.com and other enterprise systems (xActly, Intacct, Eloqua, Docusign)
• Managed and implemented customization requests, including creating workflow triggers, workflow alerts, automated email responses, etc.
• Define data governance policy and implement process to enforce data integrity (CRM Fusion, Data.com)
• Research and retain offshore resources for development and configuration staff augmentation
• Redesigned the Salesforce security model and oversee implementation
• Audit, refine and implement 3rd party application and existing dependent internal systems.
• Defined and implemented business processes
• Assisted in end user training, including developing training materials and documentation.
• Complete rework of the product structure to identify components of functionality so they could be managed by the primary external system. Implementation of Confidential - Confidential /Product Bundle (Kits) to manage the new structure and the organizational movement to creating layered bundles. Included management of partner tier pricing, volume tier pricing for partner and non-partner, new ability to add pricing for additional components, restrict and/or manage discounts with approval processes and more.
• Performed business analysis by defining current and future state of the organization
• Implemented agile project management methodologies
• Scope internal projects and manage internal customer expectations of delivery

Confidential, New York, NY

Solutions Architect/Process Manager

Responsibilities:

• Implementation of a consistent pre-sales requirement gathering format to allow for more consistent scoping.
• Salesforce functional subject matter expert responsible for scoping functional aspects of projects.
• Developed the framework for productized solutions allowing for shorter implementation time and for customer to focus on increased customization of the platform.
• Implementation of a delivery management process that provides a consistent method of capturing requirements that is flexible within both agile and waterfall methodologies.
• Streamlined documentation, cutting material creating time by 50%
• Created traceability between requirements from pre-sales/SOW through completion allowing for ease communication with customer to identify potential areas of scope increase and effort required
• Created a running bio of internal assets allowing for quick assessment of vertical experience
• Attached configurations to business requirements allowing for ease of communication to offshore development reducing workload on Onshore Analysts, Developers, and functional leads
• Provided a configuration repository (Knowledge Base) for both the enterprise and specific project allowing for consistent solutions organizationally, and identifies downstream impact of changes on a project level.
• Identified internal resources and the completion level of current projects as well as project experience to allow for more timely and appropriate delivery management
• Created a consistent format for documentation and requirements gathering for more effective communication and mindshare.

Confidential, Chicago, IL/New York, NY

Sr. Consultant / Functional Lead

Responsibilities:

• Organizational lead for creating framework for a productized solution for the Asset Management vertical.
• Conducted analysis, design, evaluation, modification, testing and implementation of enterprise wide systems across multiple functional areas.
• Served as functional lead for the consolidation of multiple “siloed” business units in multiple instances into a single instance allowing for more effective enterprise wide communication and transparency
• Created an application for Salesforce.com project/configuration management
• Created an end-to-end traceable requirements gathering and documentation/project/configuration repository to reduce documentation prep and increase efficiency with offshore resources.
• Calculate time to complete configurations to provide for accurate scoping
• Attach use cases and testing documentation for requirements to provide clear definition and expedite stakeholder sign-off
• Assess project completion status based on remaining configuration
• One-touch production of Business, Technical, Training and Testing documentation
• Maintained high customer satisfaction through the delivery of high-quality, timely, and thorough solutions to customer problems
• Led cross functional teams in the user community to gather system requirements, conduct analysis, co-ordinate the design of solutions, and establish metrics for success
• Conducted current state analysis and future state roadmaps for various levels of user-base (50-5,000 users)
• Managed change communication and coordinated/conducted end-user training for system implementation

Confidential, Chicago, IL

Salesforce.com Lead Architect

Responsibilities:

• Used knowledge of relational databases to extract data from Salesforce and OpenAir to provide more complex usage, sales forecasting and customer support reports
• Project Manager for the design and implementation of the new Accero Software distribution portal
• Created process documentation for all Accero Business Systems
• Created and organized complex reports and dashboards for all departments.
• Project Manager for Consolidation of external customer resources in to the Salesforce.com Customer portal to enhance customer experience
• Responsible for design and maintenance of the Software Delivery, Resource Center, and Customer Support portals
• Creation of custom objects, complex workflows and other complex business processes (Using Flow Designer)

Confidential, Palatine, IL

Business Analyst Consultant

Responsibilities:

• Created, documented and launched software testing process for online marketing application.
• Data mining for complex reports and sales forecast/metrics.
• Provided CRM end user training and implementation strategies.
• Developed comprehensive marketing campaigns and sales presentations.

Confidential, Chicago, IL

Business Analyst

Responsibilities:

• Interfaced with various Business division executives, managers and inside sales representatives to determine cost-effective technology solutions to improve sales processes
• Utilized personally-developed CRM as blueprint for implementation of newer, more efficient tool for sales force
• Project Manager for the redesign of the Pivotal User Interface
• Utilized SQL to compile complex reports for sales management and finance
• Recruited to CRM team from Sales division to develop a more effective User Interface
• Primary designer for Pivotal CRM User Interface

Confidential, Rolling Meadows, IL

Business Analyst/Account Executive - Inside Sales

Responsibilities:

• Developed and administered a custom CRM solution to automate the sales and underwriting process which was implemented in all Inside Sales divisions
• Provided end-user training to all inside sales divisions in effective utilization of system
• Recognized as Top Producing AE in Central Division Inside Sales Team (2007)
• Recognized as #3 Top Producing AE Nationwide for Inside Sales Team (2007)
• Contributed to development of an enterprise wide prospect list