Led the implementation of Salesforce for both Sales and BackOffice in the Company, covering customers across the U.S. and partners in more than 80 countries. Managed to be a liaison between several groups in the Company, owning the execution of day-to-day training, support, and continuous improvement of the CRM.Achievements: - Implementation of a custom application to perform Financial Assessment of potential customers. - Development of modules to perform Sales Demographics Analysis in all 50 states of the U.S. - Delivery of Salesforce Maps features to document in-person customer visits. - Enhancement of default Salesforce functionalities to enable interdepartmental collaboration. - Analysis of requests from the Sales Team (Reports, Dashboards, and Custom Developments). - Worked closely with Senior Management to align with strategic objectives.

Managed the implementation of two cloud-based Call Center systems (Talkdesk, Vonage-New Voice Media) for 250+ agents geographically distributed between Colombia, Mexico and the Philippines.Achievements: - Design of Call Flows for all Call Center Queues. - Planning and execution of training for the BackOffice. - Design of Salesforce Dashboards including Call Center Metrics for Managers from various Teams - Development of project plan and budget.

Acted as the primary coordinator for managing the company's IT Compliance with U.S. Government and State regulations. Accountable for improving the company's security posture through the implementation of best practices when rolling out core business systems. Responsible for the communication and execution of contingency plans as part of the Incident Management process.

Conducted Applied Research in the Smart Grid context (business model, implementation technologies and communication protocols); performed testing and proof of concepts; analyzed data from simulations; and executed technical writing, paper reviewing and dissertation of research Works.Conference papers and journal articles:Ramírez, Diego & Céspedes, Sandra. (2015). Routing in Neighborhood Area Networks: A Survey in the Context of AMI Communications. Journal of Network and Computer Applications. 55. 10.1016/j.jnca.2015.04.011.Ramírez, Diego & Céspedes, Sandra & Becerra, Carlos & Lazo, Christian. (2015). Performance Evaluation of Future AMI Applications in Smart Grid Neighborhood Area Networks. 10.1109/ColComCon.2015.7152093.D. F. Ramírez Hincapie and S. Céspedes, "Evaluation of mesh-under and route-over routing strategies in AMI systems," 2012 IEEE Colombian Communications Conference (COLCOM), Cali, 2012, pp. 1-6.doi: 10.1109/ColComCon.2012.6233670.