Brittany R. Email & Phone Number

Cloud for Good works with mission driven organizations, nonprofits, and educational organizations to create and implement strategic solutions based on cloud technology. We are Salesforce experts and speak fluent nonprofit!

Cloud for Good works with mission driven organizations, nonprofits, and educational organizations to create and implement strategic solutions based on cloud technology. We are Salesforce experts and speak fluent nonprofit!

Fredericton, NB

Act as a client-facing consultant that works with enterprise customers, partners, and internal teams in implementing cloud-based, multi-location, multi-channel contact centers. Lead client deployments during the discovery phase using technical leadership, and deliver analysis and design documents. Instantiating, configuring, and managing our web-based.

Fredericton, NB

• Act as a conduit between Product Management, Product Development, and Support teams within Salesforce’s Global Customer Success Centers organization. Key Responsibilities
• Be well-informed of emerging and updated product functionality by fostering relationships with Product teams, and effectively share that information with the Global Support organization.
• Manage the Top Case Driver Program to identify areas of improvement for Product.
• Identify Support training needs, and plan and develop training material in conjunction with Training division to drive knowledge initiatives
• Represent Support in product release cycles and present Support impacting information to Release and Product teams

Fredericton, NB

• Oversee, lead and direct a staff of eight direct reports, including hiring and coaching. Ensure operational efficiency by staying on top of schedules, workflow and resources to maximize the success of both the team and.
• Identify areas of improvement for product development and Support training needs through strategic collaboration with R&D, Product Managers and Support.
• Served as a Business Advisor for Marketing Cloud Support as part of a crucial internal alignment project. Coordinated and conducted testing, documented and presented project requirements to stakeholders, and.

Fredericton, NB

• Selected to manage and monitor team’s daily activities to ensure the highest levels of quality standards and compliance with all policies and procedures. Significantly improved processes, trained four new team members.
• Served as an integral part of a team handling 24/7 management call rotation for critical issues, including identifying system problems, escalating internally, and managing customer communications until resolution.
• Represented Canadian Support division in the crucial stages of an alignment training project by leading first two week training session on Marketing Cloud products with eight ExactTarget colleagues in Indianapolis.

Fredericton, NB

• Hand-picked and transitioned to the Integrations Skills group extend support to clients utilizing the REST API and custom CRM applications. Initiated interface with stakeholders to ascertain and identify requirements.
• Contributed additionally by designing standardized templates, process and documentation for data integrity in order to assist the Support team.
• Balanced the responsibilities of daily management and being the key point of contact for critical issues while enhancing operations with increased effectiveness and efficiency. Regularly interfaced with clients and.
• Known and respected as the first Support Analyst to be sent on-site to successfully resolve a critical implementation blocker for a priority customer.
• Recipient of the Q2 ‘Above and Beyond’ award for role in revitalizing this client relationship.

Fredericton, NB

• Developed in-depth knowledge of the Radian6 social media platform. Tracked and maintained all client communications and case documentation in Salesforce.com. Managed ongoing client support cases on a daily basis via.
• Handpicked by management, within 2 months of hire, to lead a pilot to optimize turnaround time for data integrity cases.
• Managed data acquisition relationships on behalf of Support for two third-party vendors, including tracking completion of all requests and billable work hours.
• Handled 261 backlogged data integrity requests in 2011 with an average resolution time of 129 days. By the end of 2012, 242 requests were handled with an average resolution time of 35 days, a reduction of ¾.

Ba, Political Science, Economics, Environment And Society

Bachelor Of Arts, Political Science, Economics 2007