Christopher W. Baker ☁️ Email & Phone Number

San Diego, California, United States

As the Salesforce Omni-Channel SME, executed the complete implementation, development, UAT, and post-launch support of the feature across nine business units. With a monthly onboarding of new units, my efforts led to an 8.33% weekly increase in operational efficiency.Created scalable business automation processes through Salesforce flows resulting in a 25% increase in efficiency across all business units.Designed custom reports and dynamic dashboards for executive management, creating easy and visually appealing access to data, leading to a 22.5% increase in value recognition of Salesforce and data-based decision-making.Modified page layouts based on end-user needs, which improved user experience and increased user adoption by 15%.Led the process of Workflow Rule/Process Builder to Flow conversion in adherence to Salesforce's best practice recommendations for declarative automation, resulting in a 35% reduction in errors and increasing overall system performance.Successfully managed monthly product support and user access, proactively communicating product changes, new features, and outages to end users. This led to an 18.25% reduction in end-user support tickets and an increase in user satisfaction.Successfully implemented and built out new business units on the Salesforce platform, leading to a 30% increase in overall system usage and effectiveness.As the Salesforce Macro SME, created macros to increase efficiency and time saved for end-users, resulting in a 20% boost in productivity as well as consistent communication content messaging to clients and partners.

Greater Boston Area

Successfully implemented Salesforce’s Education Data Architecture (EDA) from business requirements gathering, development/UAT through deployment. Enforced alignment with Salesforce best practices resulting in a 35% data accuracy increase while satisfying business needs and requirements.Increased user adoption by 30% via a comprehensive enhancement of the case object, including the implementation of record types, automation, and page layouts.Championed Salesforce by leading bi-weekly meetings with stakeholders and executive management, highlighting the platform's role in improving business and discussing new opportunities for enhancement. These meetings resulted in a 23% increase in Salesforce value recognition. Increased qualified lead generation by 40% by implementing Salesforce web-to-lead forms and Marketing Cloud landing pages. Automated business processes via Salesforce Process Builder and workflow rules, increasing process efficiency by 28.5%.Created custom reports and dynamic dashboards to provide the executive management team with easy and visually appealing access to data. This created a 25% revenue increase through data-driven decisions.Successfully implemented Marketing Cloud data extensions, allowing internal clients more robust use of their data. Proactively communicated product changes, new features/enhancements, and system degradations/outages to end-users, yielding a 31% reduction in support tickets related to product changes. Automated email marketing by implementing Marketing Cloud Journey Builder and dynamic content to create personalized customer action-driven experiences. This increased customer engagement by 40%.Advanced segmentation of data into data extensions via the creation and editing of SQL queries in Marketing Cloud's Automation Studio. This produced a 33% increase in the accuracy of targeted marketing campaigns.Maintained data quality by routine data cleansing using duplicate rules, Data Loader, and PeopleImport.

Miami, Fl

Maximized account growth and long-term value of client relationships by leveraging software solutions resulting in a 27% increase in revenue.Increased prospect generation by 35% through creating and utilizing Salesforce web-to-lead forms and lead auto response templates.Successfully completed complex implementation for largest UK client, resulting in a 30% increase in client satisfaction rating.Created Salesforce reports and dashboards for all staff, providing instant access to critical information for better data-based decision-making. Delivered high-quality feature demos showcasing the product’s capabilities to meet and exceed client needs, resulting in a 32% increase in client upsell and cross-sell opportunities.Conducted quarterly audits of client instances for data usage, system health, security risk indicators, and opportunities for growth, resulting in a 20% increase in client retention. Served as the 24/7 On-Call client support for tech issues during off-hours and weekends with a 98.3% resolution rate. Improved internal workflow efficiency by creating a standardized process to assist clients with accessing data backups via SFTP, decreasing client wait time by 28%.Expanded client base by 20% as the SME on the E-Prescribe feature of the software platform.Increased business process efficiency by 50% using Salesforce workflow rules and process builder to automate tasks.

Fort Lauderdale, Fl

Optimized authorization processing time by reducing the turnaround time from 6 business days to 3 business days, resulting in a daily average of 75 authorizations.Developed a stronger relationship between members and providers by serving as a reliable source of knowledge for network specialist referrals, improving access to quality care, and increasing customer loyalty.Spearheaded the development of business-improvement practices for high-need clients, resulting in an 18% increase in client retention. Created a better customer experience by meticulously verifying and reconciling member eligibility issues, which improved customer satisfaction by 25%. Created Salesforce reports and dashboards for C-suite providing real-time access to data which created greater value recognition for Salesforce.

Davie, Fl

North Miami Beach, Fl

Somerville, Ma

Somerville, Ma

Somerville, Ma