Craig Bruce Email & Phone Number

St Louis, Mo 63141, Mo, Us

Boulder, Co, Us

I had the pleasure of working with 2 Fortune 500 Companies and several SMB’s on project-based and managed service engagements. Solutions based on Conga products, Loopio (Avnio) and declarative Salesforce process improvement.Primary responsibilities:- Design and ownership of the solution that includes inception, build, deploy, training, documentation, and support.- Lead discovery sessions and Business Process Reviews with a focus on understanding current processes, persona’s, needs, and the ideal future state.Engagement Highlights:- Designed and built a custom application with an orchestration flow and multiple sub-flows to create a “wizard” style experience that enabled business users at a fortune 500 company to manage a complex intake questionnaire data structure.- Created a vendor-management solution for a services industry client that allowed them to track vendors, vendor contracts, and their available resources based on skill set and specializations.- Responsible for a custom Conga CFS implementation for a client in the Financial Services industry that allowed them to utilize the full Conga CFS battery of tools without impacting their preferred Opportunity to Contract conversion process.- Helped a subscription-based services company in the real-estate industry with a complex data structure by implementing automation based on user-input for lost subscriptions that has enabled them to track and “win-back” lost revenue.- In total, I worked with 15 different clients and delivered dozens of solutions, both large and small.

Boston, Massachusetts, Us

At Publicis Sapient I was focused on the State & Local Government vertical where I led 6 short-term engagements, and 1 long-term engagement (12+ Months).Primary responsibilities:- Design and ownership of the solution that includes inception, build, deploy, training, documentation, and support.- Lead discovery sessions and Business Process Reviews with a focus on understanding current processes, persona’s, needs, and the ideal future state.Engagement Highlights:- Implemented a Covid Response Program for 3 government entities (2 Counties and one State level).- Designed an Adult Protective Services solution that transitioned a County government from AS400 into a modern, mobile-ready cloud based system.- Enabled a government-run Health Care organization to transition from a home-grown database application into a mobile-ready Salesforce implementation.- Overhauled a State run Department of Education (DOE) educator licensing platform, helping them transition to Salesforce with several integrations to external systems and a bevy of complex business processes delivered through FLOW as well as a custom coded rules engine.

Atlanta, Ga, Us

2015 – 2021: Heavily focused on Salesforce through an agile and collaborative development model I was accountable for 3 major branches of our Salesforce implementation:Knowledge Management:- Designed, built, and delivered the Knowledge Management experience in Service Cloud for NA, MX, and EU Operations. We migrated over 5,000 articles from our legacy knowledge platform into Classic Service Cloud with complex content management and approval processes. Later I led our migration from Classic to Lightning, responsible for the complex transition due to how Knowledge was handled in Classic vs Lightning.Experience Cloud:- Served as the Experience Cloud technical product owner leading multiple cross-functional teams in a variety of internal and customer-facing projects.Forms & Workflow Management:- Developed the overall project and implementation plan to migrate from an on-prem tool into Salesforce using Flow. Established baselines for repeatable flow patterns to be used as individual forms are retired, served as technical mentor to the team, while also engaging a cross-section of stakeholder to ensure the best user experience.2011 – 2014 - Sr Manager, Global Operations Knowledge Management & Forms: - Designed and led the transition from a static .asp knowledge site into an open-source CMS (Plone) named OKC (Operations Knowledge Center) giving Elavon its first true interactive knowledge base that we enhanced to also deliver electronic/web- based forms that support customer interactions and inter-department workflow.2009 – 2010 – Manager, NA Operations Knowledge Management: - Helped define team goals, metrics, re- established the team with a servant mentality towards the business lines we supported, reversing years of negative business-line interactions over content ownership and unwillingness to collaborate.

Knoxville, Tennessee, Us

Hartland, Village Of, Wisconsin, Us

Bachelor Of Arts (B.A.), Communication, General

Education record