Work closely with all Salesforce users to provide leadership in CRM strategy, administrative support and training on the platform. Help grow targeted key business strategies for specific business units in alignment with the company's growth initiatives.

Responsible for daily and tactical efforts to sustain and improve commercial processes and to support associated users. Primary administrator for Salesforce application. Maintain and expand configuration, quoting and pricing (CPQ) application built using Skuid and Salesforce. First level and second level support for 500+ internal users and 500+ community users. Analyze complex enhancement requests and projects to develop business-critical solutions. Prepare supporting materials and develop/perform training for new users. Work with internal and external users to identify business needs and define technical requirements.

Supervised activities of customer service team of 10 that assisted customers and agents with all aspects of sales process for products supplied by AFL into five various markets. Team activities included quotes, orders, shipments, complaints, payment issues and any other before or after the sale issues. Annual work volume handled was approximately $120 million in revenue; 56,000 order transaction lines; 10,000+ quotations; 45,000+ calls. Helped with and involved in the implementation of ERP system and Big Machines CPQ (configure-price-quote) system. Provided input and participated in continuous process and system improvements for customer service department and business units.

Assisted customer and agents with all aspects of the sales process for products supplied by AFL. Responded to RFQ and market leads. Processed customer purchase order/change orders. Managed customer's open orders. Filed and maintain RFQ, quotation, customer purchase orders, and sales order acknowledgement. Assisted customers with additional information requirements. Submitted customer complaints. Processed Return Material Authorization (RMA) requests. Supported resolution of A/R issued with customers. Issued manual credits and invoices. Monitored customer/customer account to understand issues, trends and general “healthiness” of the customer-supplier relationship.• 2006 AFL President's Award Recipient for Outstanding Service

Supervised a small customer service team with the primary functions of producing quotations, factory orders and invoices. Team processed $4 million per year in sales for rubber roll manufacturing facility with high unit volume and customers in three different markets. Working supervisor in that I was one of the primary customer and outside sales contacts for all customer service issues. Initiated most orders by compiling all available information and then determining all technical roll specifications. Handled transportation issues associated with company trucks and outgoing orders. Handled purchasing functions for the department for material going to sub-contractors. Engaged in inside sales activities to increase bookings into the facility.