David Smallhoover Email & Phone Number

Pittsburgh, Pennsylvania, United States

-- Led multiple Salesforce implementations, focusing on process and automation to streamline clients' workflow.-- Implemented CRM Analytics to cut time-to-insight within the client's organization and bring actionable data to the forefront.-- Participated in the full lifecycle from pre-sales to implementation. Identifying client needs and proposing tailored Salesforce solutions. -- Exposed to over 50 Salesforce instances, providing a broad perspective on best practices and innovative solutions tailored to client needs.-- Oversee a portfolio of clients in regulated industries, facilitating requirement gathering sessions, setting priorities, and managing projects within an Agile framework to ensure timely and impactful delivery.-- Integrated diverse software tools into seamless tech stacks, including Wordpress, Zapier, Conga, and Mailchimp.-- Conducted comprehensive Salesforce training, increasing user adoption and building the relationships with clients.

Pittsburgh, Pennsylvania, United States

-- As a Salesforce Support Specialist, successfully support over 40,000 Salesforce users by utilizing ServiceNow to triage and solve hundreds of tickets focused on access issues, permission issues, user training, and application bugs.-- Investigated and drilled down to potential solutions for tickets, escalating to the next team if necessary, to ensure timely resolution and maintain high levels of user satisfaction.-- Monitored API connections for over 20 applications by utilizing Dynatrace to ensure stable application performance, identifying and addressing potential issues proactively to minimize downtime.-- Maintained a priority matrix for ticket triage to ensure that critical issues were addressed first, reducing downtime and minimizing the impact on users.-- Collaborated with cross-functional teams to identify areas for process improvement, resulting in streamlined workflows and increased efficiency in resolving tickets.

Pittsburgh, Pennsylvania, United States

-- Successfully implemented Salesforce for the company, acting as the sole administrator and providing end-to-end support for all users. - Authored, tested, and approved an end-to-end process for sales opportunities and account management. - Customized workflows, reports, and dashboards to improve business processes and increase efficiency. - Established a ticketing system for the Service department to track work orders and billing.-- Trained and onboarded new users to Salesforce, providing hands-on training and support to ensure that all employees could effectively use the platform.-- Manage and sell 30+ SKUs to individual and wholesale clients - Track and organize sales data, products, and customer information to develop client retention and upsell strategies-- Developed the onboarding process for Sales team to ensure new clients understand the product suite and are enabled for success - Authored SOP, Wholesale Setup Form, Wholesale Terms & Conditions, and Product Offering Sheet - Established a support system for clients to self-service with additional escalated support channels -- Responsible for company-wide, multi-unit roasting, packaging, and delivery operations.-- Sole green coffee buyer and ensuring high quality, consistent stock for the coffee program. -- Proposed and authored the company's first Transparency Report to help learn from past decisions and build a more fair and equitable supply chain.-- Built partnerships with farmers, exporters, and importers to keep a pulse on the entire supply chain -- Created and instituted an employee-desired outlet for feedback using a closed loop communication structure across the entire organization

Pittsburgh, Pennsylvania, United States

-- Opened a new Commonplace Coffee location-- Developed a plan to re-open the previous coffee shop to a Commonplace Coffee shop within a 4-day timeframe.-- As the new location's opening manager, established and built relationships with the community to grow our customer base. -- Managed day-to-day operations including scheduling, banking, P&L analysis, and payroll. -- Responsible for the day-to-day success of the shop and was tasked withhiring, training, and developing team members.-- Established new shop procedures to ensure an efficient workflow and customer satisfaction.

Pittsburgh, Pennsylvania, United States

11 Tunnel Way, Mckees Rocks, Pa 15136

-- Functioned as customer support and account management for clients - Processed and invoiced client orders - Provided service to clients inquiring about products or the status of orders -- Designed filing system for invoicing, vendors, and customer documents-- Attended conferences, organized events, and self-taught to learn new industry trends

420 Chartiers Avenue, Mckees Rocks, Pa 15136

-- Partnered with a nonprofit to open a coffee shop in a community art center-- Developed and operated a Barista Education Program for local high school students -- Managed day-to-day operations of the shop, including banking, menu-building, marketing, and inventory.

Bachelor Of Science (Bs), Entrepreneurship/Entrepreneurial Studies

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