Cynthia Padilla Email & Phone Number

• Be the voice of the users back to the Growth Technologies & Systems team • Create and manage User Advisory Boards to gather user input and feedback • Act as a liaison between the growth technology team and the users of Salesforce.com to align needs with development • Analyze user support cases to identify trends and functionality needs • Work with Business Analysts, field users, developers, testers and business partners to resolve user support cases• Demonstrate understanding of Salesforce.com instances and business processes to optimize usability• Educate system users and stakeholders of Salesforce capabilities and helps developers understand the business impact of technical decisions.• Demonstrate ability to remain calm and act professionally when trouble shooting user issues • Collaborate with internal stakeholders to identify applicable business needs and functionality that meets the need • Provide post-training guidance to the user experience team to support users, as needed (e.g., outstanding questions / issues, parking lot items, unmet expectations, additional copies of learning materials, on-the job support)• Mentor new team members to help them learn team processes and system functionality

Eden Prairie, Minnesota

• Acted as liaison between Growth Technology team and Salesforce.com users aligning user requirements with system development• Supported implementation of Salesforce Lightning UI by participating in feedback sessions and ensuring quick responses to user questions and concerns on the Chatter platform• Educated system users and help developers understand the business impact of technical decisions• Partnered with OptumRx and OptumHealth International segments to identify business needs and functionality• Led monthly new user training on CPQ in Salesforce.com for sales teams• Drove training plans and communications for teams assimilated from legacy CRM systems to Salesforce.com• Directed project to create short training videos on most widely used processes in Salesforce allowing users to review when convenient for them • Certified Salesforce Administrator since October 2019

Mounds View, Mn

• Served as support lead for the Cardiac and Vascular Group’s shared Salesforce.com instance, mPower, communicating with IT team, business contacts, and field users and ensuring issues are resolved in a timely manner• Advised marketing team on mPower components of product launches such as account planning and field/physician training tracking for Cardiology District Managers• Partnered with finance department for accurate mPower license allocation among business units• Implemented changes requested by business representatives to account for updates and improve data quality• Tested new enhancements and bug fixes in mPower and corresponding mobile application, CVG Calendar• Collaborated with Field Services group to reduce issue escalation and resolution time• Maintained mPower training materials for field users• Created dashboards for Regional Vice Presidents and District Managers that allowed them to quickly view cases covered by team, individual, account, and physician• Oversaw rebuild of Android CVG Calendar application, gathered feedback from pilot group and brought it back to our developers for a successful full launch• Ensured customer and territory realignments for Fiscal Years 2018 and 2019 processed properly in mPower including three region and eleven district consolidations• Co-led training sessions on Salesforce.com reporting for Cardiac Rhythm and Heart Failure District Service Managers and Regional Service Coordinators• Converted data such as cases and opportunities for Connected Care business unit as they moved from Legacy Salesforce.com instance to mPower• Set up 400+ custom team views for field users to use on their mobile application• Confirmed activities, accounts, contacts, and assets moved from Legacy Salesforce.com to mPower from 2000+ Cardiac Rhythm and Heart Failure users were correct

Mounds View, Mn

• Assist in System Administration of Customer Relationship Management tool Salesforce.com• Develop and update reports of sales and service activity in Salesforce.com for District Service Managers and Regional Service Coordinators to review• Ensure account and contact information such as address, phone numbers, and sales territories are correctly aligned in Salesforce.com• Train field users and first tier support how to use Salesforce.com• Test out Salesforce.com enhancements before rolling out to field users• Create user guides and training documents for new enhancements in Salesforce.com• Customize calendar, account, and contact views in Salesforce.com for field users to facilitate usage• Complete imports and exports of contact, account, and activity data using Apex Data Loader as needed

Mounds View, Mn

• Perform data quality management tasks to research and merge duplicate records for the Cardiac Rhythm and Heart Failure business unit• Work extensively with Siebel, Master Data Management, SAP, to analyze and resolve data discrepancies and inaccuracy issues • Manage team’s shared mailbox, resolving or assigning sent issues to corresponding team member• Reduced the volume of duplicate contact data by nearly 25 percent in four months • Mentored fellow intern and set expectations for her to assist in data quality management

Fridley, Mn

• Provided diversity career fair support by preparing career fair materials for recruiting teams. Includes creating team rosters, sending out collateral, giveaways, etc.• Prepared candidate data to be uploaded onto Contact Management System• Scheduled candidate interviews• Updated Strategic Talent Sourcing sitebuilder• Administrative support to the Strategic Talent Sourcing team as needed