● Create/Customize fields, page layouts, record types, lightning pages as needed to suit business needs.● Create/Maintain process automations via Flows to increase efficiency, reduce errors, and ensure accurate data entry.● Mass updates via imports and exports.● Shifted most divisions from unique dashboard arrangements to full utilization of dynamic boards.● Build and maintain third party integrations to assist with business needs outside of Salesforce (ex: Qualtrics Surveys).● New User setup and profile, permission set, and public group setup/maintenance.● Coordinate with enterprise to build out/implement large scale projects.● Increased Org usage rates by initiating and implementing Platform License class to propel the shift of more systems into Salesforce specifically.● Full Org migration to Financial Services Cloud, with the new Org being rebuilt from the ground up.● Worked with Leadership and various stakeholders to implement Dynamic Forms across major objects to reduce update management and overhead.● Implemented Household and Person account processes to better accommodate individual lines and move them out of Business accounts.● Utilizing screen flows and assessment frameworks (via OmniStudio) to continually move offline (and Excel) processes into Salesforce for better data management and tracking.● Implemented a new Sales Goal tracking setup for Sales to track year over year progress (was previously wiped yearly with no tracking outside Excel).

Contract to Hire at Holmes Murphy & Associates.

● Implemented present-day Salesforce training program and oversee all aspects of Salesforce Administrator Training for the Des Moines siteo Fully trained 20+ Salesforce Support Agents from no experience to fully Certified Advanced Admins● Manage daily operations of a team of 10+ Technical Support Engineers; all Salesforce Certified Admins● Conduct monthly 1:1 reviews with employees to measure personal and professional development plans, set quarterly goals, establish areas where additional development is needed and set future expectations● Built out a custom, scalable Salesforce Org to track all case specific information for all employees to utilizeo Created QA system that integrates external telephony data with Salesforceo Call QA metrics are imported into and subsequently scored within Salesforce, providing the ability to tie the QA check directly to the Salesforce case record and call recordingo This system has since been retained by other Cognizant clients to aid in QA handling● Streamlined call handling policies and case procedures resulting in a measurable improvement to SLA● Successful negotiation of a 2-year contract with corporate client, with option to renew in 2020● Conduct weekly meetings with cliento Discuss SLAs, potential process improvements, and any future changes the client has that would affect Support staff● Work closely with Client partner to identify and implement changes to procedures, processes, and systems to improve operational metrics and customer experience

● Provided Technical and Admin support for Administrators and end users via Inbound Customer Support● Dedicated Salesforce Support for LPL Financial and Salesforce Premium Support Users.● Assisted callers with Salesforce CRM Configuration, including but not limited to: o Standard/custom object configurations, tabs, customizing objects and fields to further maximize platform functionalityo Building and troubleshooting analytics, report types, reports, and dashboardso Preparation of email templates including merging standard/custom fields for use in Mass Mail, Mail Merge, and Emailo Assisting with and performing data queries, importing/exporting data using internal Import Wizard, Data Export and DataLoadero Reviewing settings for integration with social media, as well as desktop integration through Outlooko Creating and reviewing security settings (users, organization wide defaults, profiles, roles, permission set groups and sharing settings)o Troubleshooting or setting up standard process automations

● Personally supervised all contracting for Managing Directors, Broker Dealers, and National Carrier Accounts● Trained individuals 1:1 to expand upon initial training to add additional contracting abilities such as contracting for new lines of insurance and deciding factors for a background investigation● Traveled internationally to train 5 entry-level groups of 20+ employees to acquire skills in the agent contracting processo This included training on regulations around insurance contracting, background investigations, and commission payment handling