Courtney Downs Email & Phone Number

Indianapolis, Indiana, United States

Certified Salesforce Business Analyst and Administrator with expertise in Sales Cloud, Service Cloud, and designing and implementing Salesforce platforms. Transform business procedures with efficacy and efficiency for effective streamlined lead, account, contact, and campaign management. Experienced in Salesforce configuration including user management, custom objects and fields, defining and implementing permissions and permission sets, page layouts, workflows, and custom reports and dashboards. Well-versed in identifying core business challenges, gathering and writing business, designing working prototypes to present and implement business solutions to stakeholders. Adept in conducting needs analysis to understand core business challenges and work with stakeholders to identify business requirements. Designed, configured, and implemented core Sales Cloud and Service Cloud platform features based on the needs of the business. Performed User Acceptance Testing. Managed team members and identified pain points and areas for improvement and adjusted the project roadmap to make sure that as the work and business landscape changes, the focus also changes for the team.Skills: Salesforce Administration | Salesforce Configuration | Salesforce Reporting and Analytics | Working Prototypes | Custom Reports & Dashboards | Business Data Analytics | User Acceptance Testing | Business Requirements | Salesforce Sales Cloud | Business Requirements | Custom Workflows | Needs Analysis

Indianapolis, Indiana, United States

As a Salesforce Administrator in the Accounts Payable and Payroll department at the State of Indiana's Department of Revenue, my work focused on designing, configuring, and implementing Service Cloud to handle payroll issues and track timesheet submissions and approvals. Specialized in maximizing the functionalities of Service Cloud using custom workflows and approval processes to identify employees late time sheet submissions and track delayed supervisor approval of timesheets. Expertise in designing, developing, and delivering customized Salesforce reports and dashboards for managers and team leaders to identify patterns in late time sheet submissions and approvals. Pioneered a support ticketing system for internal employees to receive assistance with payroll system issues, which were resolved in a timely manner using ticket queues, assignment rules, and escalation rules. Emphasized payroll efficacy by creating and generating automated email reminders for support team regarding open tickets.Skills: Salesforce Service Cloud | Custom Reports and Dashboards | Workflows and Approvals | Data Analysis | Service Cloud Configuration and Implementation | Technical Troubleshooting | User Training and Support

Bachelor Of Science (B.S.), Psychology

Activities and Societies: Psi Chi

Web Development

Master Of Fine Arts - Mfa, Creative Writing

I took classes with an emphasis on Creative Nonfiction, such as Screenwriting, Narrative Journalism, and Creative Nonfiction Craft.