Daniel S. G. Fitting Email & Phone Number

Allentown, Pennsylvania Area

Current responsibilities include managing all requests for assistance submitted to our "Salesforce.com (SFDC) Help Desk".Responsible for querying the SFDC database to pull customer lists for our marketing communications.Responsible for the administration and management of the Demand Tools application used to merge SFDC accounts, contacts, opportunities and leads. My technical systems acumen has allowed me to successfully learn the product and understand the data quality issues that can be resolved with this tools capabilities.Additionally, I train the field sales team on the best practices for using SFDC through 1 on 1 sessions using the phone and remote pc . This includes how to enter their sales calls, update opportunities and manage their contacts and accounts.

Coopersburg, Pa

Our team was responsible for taking inbound calls, answering application & technical questions, evaluating the needs of potential customers and providing qualified leads to our field sales team.I was also responsible for Residential Design Assistance which included designing and specifying high-end residential lighting control systems from initial concept to completion of the quote and bill of materials. I developed an Access database and user interface for tracking and managing leads that were forwarded to the sales team. This included a tool that allowed us to quickly identify the appropriate salesperson and manufacture's rep based on the customers location. This program was instrumental in the decision to use a CRM to manage our customers and lead us to the decision to use Salesforce.com (SFDC).Using SFDC to manage our outbound calling program we contacted customers to follow-up after trade-shows, introduce new products and help our direct teams with current promotions.

Coopersburg, Pa

For much of my time in technical support, I worked an overnight weekend shift from 6 PM to 6 AM. For these hours I was solely responsible for answering all customer phone and email inquiries regarding application, installation, programming and troubleshooting for every residential & commercial product and system. This included obsolete products and systems. Additional responsibilities included educating customers about our products and up-selling when appropriate based on their needs.While preforming these duties, I taught myself and became proficient with Microsoft's Excel and Access using Visual Basic for Application programming to develop several programs. These programs enabled the tech support reps to more easily and quickly access information related to the customer's inquires. Additionally as this information was accessed, the data was captured allowing us to report on the specific products and reasons for the customer call. This provided valuable information to the engineering team and allowed us to identify trends and potential issues.One of these programs, the Wallplate Configuration Tool, was re-programmed for our website. Another of these programs tied our sales teams to the Rep and their regions and became the proof of concept for our need for a Customer Management Relations program. This directly led to our using Salesforce.com.