I prioritized my life before kicking off a new position, seeing family and friends. If you can do it, I 110% recommend. Life through fresh eyes is powerful and refreshing

- Provided ongoing Salesforce Admin support for local Non-Profits during my Career/Travel break. Included general Salesforce Administration, App (re)configuration, Office365 Administration, website support, and end user training.- Continued planning committee activities as part of Texas Dreamin' (Annual Salesforce Community User Conference) responsible for website marketing and venue coordination.

Summit-tier Salesforce Partner implementing Sales, Service, Experience Cloud implementations for SMB and Enterprise SaaS clients.

A Salesforce Service Cloud-focused solutions engineer consulting Enterprise communications and media companies on how to digitally transform their customer experience.Developed relationships for partnership sales with Salesforce Account Executives and other partners to help clients better leverage technology to improve operations efficiency and achieve business goals. Primary role was to obtain technical and functional wins by demonstrating the end-to-end customer experience across the full Salesforce Platform, including Sales, Service, Field Service, Communications, Media, Marketing and Analytics by specializing in persona driven storytelling and business value selling.

-Provided ongoing Salesforce Admin support for a Dallas based Non-Profit. Included general Salesforce Administration, App (re)configuration, Office365 Administration, and website support.-Provided Salesforce Admin support for a SMB Client, Included general Salesforce Administration, App Installation (SMS) and Configuration, and MailChimp email marketing blasts configuration, design and administration.

Collaborated with stakeholders and executive leadership to set and execute a strategic vision and roadmap for the Salesforce product throughout the organization. - Enabled / refined multiple business processes using the Salesforce platform driving operational efficiency- Served as the subject matter expert for the administration of the Salesforce platform- Accountable for ensuring ongoing user adoption, support, training, architectural design, enhancements, upgrades, release updates, and reporting.

Managed and delivered projects for clients who seek expertise in administration, optimization, and implementation of the Salesforce platform.- Requirements gathering / discovery, business process consulting. Configuration of native Sales & Service Clouds.- Installation / configuration of AppExchange Apps (e.g., Conga Composer, Conga Sign, MailChimp, Office365 / Gmail integrations, NPSP, Rollup Helper, Click & Pledge - Automation (Validation Rules, Process Builder, Workflow rules, etc.)- Custom Object Creation, Data imports / Data Conversations, Classic to Lightning upgrades- End User and System Administrator remote and on-premise training sessions.

- Partnered with Salesforce Account Executives / Sales Engineers to help scope and show the capability and overall value of using a Salesforce Partner. - Provided demonstrations of potential solutions and the “art of the possible” using the Salesforce platform.- Pre-Sales Statement of Work generation and Scoping

Served as process-focused project team leader responsible for managing client’s project implementations of Salesforce, including project kick-off', design sessions, customer readiness, Internal QA and External UAT Testing, project status, risk assessments, project documentation, solution implementation, resource management and sign-off.- Managed project teams and oversee deliverables among developers and business analysts.- Plans and manages the delivery schedule for each milestone and associated deliverable- Monitored and controlled the project plan and budget- Manages scope and controls project change

Serve as Senior Consultant for Salesforce ISV partner and subject matter expert for companies Salesforce “connector” product.- Managed implementations of SaaS-based field service management software integrated with customers Salesforce instance.- Requirements Gathering, Business Process Consulting, Develop Statements of Work, Project Plans, and overall project management of customer engagements

Served as the primary implementation lead consultant for project engagements including discovery, solution design, prototypes, data migration, training, launch and post-launch activities. Analyze business needs to evolve existing processes around CRM best practices. Provide project planning documentation for entire implementation.Specific Accomplishments:- Installed / Configured / Data Clean-up projects on multiple client industry types (specializing in Non-Profit).- Lead discovery efforts for all new implementations and create associated needs analysis that identifies the best solution for each client’s strategies, tactics, issues, against associated budget.- Managed project teams and oversee deliverables among developers, configuration specialists and project managers.- Configured Salesforce Sales Cloud and Community Clouds with specialization in the Non-Profit Success Pack (NPSP).- Import various customer data sources using DataLoader, Apsona, or DemandTools- Created customized documentation on best use of Salesforce and installed apps based upon client’s business process.- Trained end users and / or a “train the trainer” to help promote best practices and adoption.- Installation and configuration of third party applications such as Click & Pledge, Linvio, Conga, Volunteers for Salesforce, Apsona, Demand Tools, Cirrus Insight, MapAnywhere, SmartyStreets, Constant Contact, MailChimp, Form Assembly, GridBuddy

Managed entire suite of components of portfolio of technology-driven initiatives for multiple business units, serving as single point of contact and escalation point between client area and internal IT management for resolution of unresolved problems, complaints, and complex service requests supporting the Bank’s multiple Enterprise contact centers.Specific Accomplishments:- Managed portfolio of contact center enterprise software with recurring maintenance values of $15 – 20M yearly and one-time implementation values of $5M to 10M. Application supports approximately 40,000 contact center agents.- Facilitated regular operational vendor business between internal line of business and external vendor to ensure SLA compliance, review of strategic projects, new product introductions, and future major release upgrades.- Negotiated pricing / proposals with external vendors while working with supply chain on overall coordination and deal finalization

Delivery technical implementation support for NICE Systems interaction recording solutions supporting enterprise bank contact centers.Specific Accomplishments:- Analyzed and recommended vendor solutions to meet Line of Businesses strategic objectives- Internal / external audits of deployed solutions to validate against global enterprise security standards- Created SharePoint 2010/13 custom database for tracking of service delivery activities from cradle to grave including activities from 7 different service delivery organizations from inception level of effort estimation, vendor management tracking, detailed implementation notes, & issue tracking prioritization- Managed Government mandated project to bring 100% enterprise call recording to Bank’s Contact Center affecting 20,000 agents within Bank’s accepted risk culture, time and budget

Held sustaining account management / operational role supporting Bank of America that included a mix of project management, consultative sales, and customer advocacy. Managed Direct Team of 5 and indirect team of 20+Specific Accomplishments:- Cultivated and maintained Bank of America/NICE partnership working model with Operational Management team- Served as single point of contact of escalation with accountability for all services, support, and customer relations/satisfaction aspects of account. Continually maintained 90% and higher vendor report card against operational performance and SLA adherence- Maintained changing portfolio of implementations by motivating and managing direct project managers and extended indirect cross-functional team including implementation, rollout and delivery of new product introductions / opportunities (solution design and review, sales meetings and proposals)- Manage operations and overall implementations efforts of contracts valued between $15M$25M, - Assisted management in forecasting of future revenue, project, and resource loads by creating SharePoint Implementation Tracking database specifically for accountDeveloped and implemented additional Account Management processes and procedures to allow for continuous measurement and improvement in customer satisfaction

Served as process-oriented project team leader responsible for managing client’s project implementations of enterprise software, including project kick-off', design sessions, customer readiness sessions, project status, risk assessments, project documentation, solution implementation, resource management and sign-off.Specific Accomplishments:- Managed and delivered multiple, parallel projects using formal project planning and budget management techniques focused on enterprise software - Received internal NICE “Customer Impact Award” in 2011 Managed logistically complex project encompassing 80+ simulations projects spread over 1 year, 31 sites, and 37 ACDs; included 475 total servers and deployment to 28,000 agent seats of NICE product

- Hired to develop and maintain organizational methodologies and processes for a leading provider of contact center management solutions. - Effectively executed Professional Services Organization's service offerings - Oversaw the installation and implementation of enterprise software solutions in call center environment's- Managed the implementation team's day-to-day work: resolve priorities, resources and conflicts, and reprioritize issues as needed to meet project timeline commitments- Served as client advocate for resolution of project or product issues. - Evaluated & mentored peers on proper methodology, best practices, technology, and general consulting skills- Developed/Maintained Solution Implementation Management (SIM) organization methodologies and processes

- Serve as transactional facilitator and solution creator for each client.- Developed start-up business plan and implemented web based marketing approach in addition to traditional residential methods to assist the most “e” centric type consumer.- Introduced different forms of technology to help differentiate services from other agents including interactive website, automatic web searches of new & existing homes, 360 degree virtual home tours, and interactive transaction management.- Averaged consistent annual sales revenue of $2.7M to $3.7M over a 6-year period.Certified in Internet Marketing - e-PROGraduate of the Real Estate Institute – GRI

- Managed contractual negotiations and grew customer relationships for a major telecommunications outsourcing business. - Ensured customer satisfaction and repeat business by effectively managing the expectations of both internal and external customers. - Assumed lead responsibility for successful implementation of customer projects and served as the single point of contact for escalation of customer problems.- Encouraged teamwork and fostered professional growth and achievement throughout the organization by introducing on-going professional progression programs.Accomplishments:- Consistently surpassed established quotas by ~107% by developing successful sales strategies and account plans that included strategies to meet revenue targets and corporate financial objectives by focusing on increasing product and services value.

- Created implementation plans for 5 to 10 Fortune 500 companies whose total outsourcing services revenue exceeded $7M annually to meet client needs.- Included internal negotiation of timeframes and resources and high-level project plans, and management of immediate and extended teams- Led a project involving cleanup and standardization of a customer voicemail network of 150+ individual disperse systems totaling 140,000+ mailbox records. - Managed the entire life cycle of high-profile projects, including Request for Proposal (RFP) and Request for Information (RFI), customer needs analysis, implementation plans, budget/schedules, and staffing needs.- Facilitated implementation of Lucent (Octel and VMX) voice processing systems, from initial application implementation support to training of end-users and system managers.- Managed long-term business opportunities and relationships across four to six functional departments to ensure delivery of quality services met client needs.- Created implementation plans ranging from 3 weeks to over 1 year, budgets up to $250,000, and work schedules, and managed project scope and staffing needs.Accomplishments:- Managed project budgets of up to $250,000 per project while working 10 to 15 projects concurrently, approved all project and account expenses, and drove revenue targets.- Successfully managed $6M in revenue, to include forecasting, delivery of revenue, and negotiation of contracts for new business opportunities.- Streamlined the tracking of resources, customer contractual commitments, project implementation tracking and status by developing and sustaining administrative management of a project management database.