• Managed and configured all Salesforce functionality, including design, development, user training, and ongoing support, implementing nonprofit cloud solutions through NPSP.• Coordinated with department heads to assess current business processes, draw up implementation timelines, and create measurable milestones using Agile project management.• Created fields, triggers, and flows, regularly tested in sandbox environments, and resolved bugs or errors as they arose.• Managed user security and object permissions, handled third-party package installations, bulk data updates, APIintegrations, and process automation.• Developed training plans and documentation for new Salesforce user onboarding.• Managed reports and dashboards, presented quarterly metrics, and provided insights on cross-departmental workflows.• Handled all end-user support requests via Freshservice ticketing.

• Responded to internal support requests and Zendesk tickets for over 200 employees, regularly utilizing Salesforce Sales Cloud, Service Cloud, and Marketing Cloud.• Created and conducted Salesforce technical training for over 100 new hires.• Collaborated with project managers and engineers to upgrade internal systems, processes, documentation and runbooks.• Actioned billing tickets involving backbook sales, renewals, refunds, and term changes to company policies.

• Analyzed the full life cycle of sales calls, providing documented feedback to account managers, implementation coaches, and sales development representatives.• Reviewed flagged sales calls, informing sales management on what was miscommunicated, and working on steps for recovery.• Discovered and reported on performance trends to enhance sales training, development, and company best practices.

• Taught English grammar and conversation over multiple 7-week course sessions, focusing on Arab and Sudanese refugee communities, facilitating all levels of English proficiency.• Created lesson plans, administered tests, and graded homework.• Composed bi-monthly newsletters and communicated regularly with over 200 financial supporters.• Coordinated sound, PowerPoint, and video for 200-person week-long conferences.

• Fielded support phone calls and emails for customers, maintaining low call duration with high customer satisfaction.• Remotely supported customer's computers, troubleshooting via reading log files, and rebuilding missing or corrupted bible software databases.• Trained new team members (and assisted existing ones) on job duties and expectations.• Was the top performer among the support team in providing the highest number of sales referrals.• Consistently used as a model by management for excellent customer care interactions and quick problem solving.

• Facilitated and organized regular bible study groups.• Mentored students in one-on-one weekly meetings.• Consistent public speaking.• Experience putting on large events for 400+ students.