Herbert Edwards Email & Phone Number

Providence, Ri, Us

Baltimore, Maryland, Us

Plano, Texas, Us

• Led teams, supervising daily performance as well as training and improvement plans.• Acted as a bridge between teams, departments & stakeholders, using a combination of verbal & non-verbal communication, to ensure the right processes, actions are put forward, and the inputs are aligned with the desired outputs. • Career Coach for employees’ Salesforce Technical Journeys• Excellent executive-level communication skills, both written and verbal• Experienced in all phases of systems development life cycle within Salesforce implementations• Used industry expertise, customer service skills, and analytical nature to resolve concerns and promote loyalty.• Interviewed employees and implemented a training program to promote positive feedback and engagement.• Prioritized tasks and allocated resources appropriately to keep teams focused and productive.• Analyzed business requirements and translated them into functional specifications for the Salesforce platform.• Accuracy in managing small chunks of detailed data with great attention to detail• Maintained a professional demeanor by staying calm when addressing unhappy or angry clients.

Plano, Texas, Us

• Hired to implement Salesforce Knowledge, develop and implement User training & maintain procedure documentation• Worked with client's Salesforce Service Cloud troubleshooting user and client issues, providing user training and support, and implementing new features or updates. • Provided Tier II Support• Acquire and maintain current knowledge of relevant product features in order to provide accurate solutions to customers.• Diagnose, resolve, and respond to all customer issues and inquiries in accordance with company procedures and best practices.• Document all external and internal communications and status information into our JIRA case management system.• Provide immediate response to all issues and continue to follow up with client contact until cases are ultimately resolved.• Maintained Salesforce Enterprise Territory Management• Received escalated urgent requests or those that require more in-depth knowledge and understanding from Tier I support.• Provide on-call support for urgent and complex customer inquiries.• Write support articles to improve our knowledge base.• Assist with training and coaching of Tier I & Tier II Engineers as needed.• Work on projects and special initiatives as approved by the Customer Success Manager.

Plano, Texas, Us

• Emerging Talent, Campus-to-Career is a paid internship opportunity designed to provide students with the opportunity to gain real world experience with digital transformation technologies, e.g., Salesforceo A multidimensional, hands-on, experience that supports development through an array of programming, training and events.• Facilitated classes of recent University graduates to acquire their Salesforce Administrator, Advanced Administrator, Platform App Builder and Platform Developer I credentials• Responsible for the career training and progression of Emerging Talent resources in the Salesforce practice. This incorporates the coordination, design, delivery of curriculum, and measuring of training activities to ensure that course standards are met. The delivery of diverse types of training, primarily technical Salesforce training, to employees who are new to the company, position, or skill, so that they attain multiple Salesforce certifications.• This position required the use of various technology-based processes to help businesses and organizations utilize Salesforce more effectively and better serve their customers, end-users, and bottom line. To create and maintain innovative Salesforce solutions, this position relied on strong problem-solving, time-management and analytical skills. • Maintenance of the NTT Data-Salesforce practice training inventory, developing of course outlines, manuals, training aids and documentation for the Salesforce platform. Worked with various department heads to document completed training and assessment of employee readiness for the Salesforce consulting practice. • Facilitator of bi-monthly Lunch and Learn sessions.• Created a mentorship program consisting of regular bi-weekly meetings to gauge career progress, provide counsel for project issues and enable further Salesforce educational development

Plano, Texas, Us

Plano, Texas, Us

• CRM Specialist for Rhode Island’s largest healthcare Insurance provider• Worked with Product Owners, to understand their needs and requirements, identified areas for improvement, and developed solutions that met the business objectives. • Used Agile development methodology to assist in the management of sprints and product backlog o Scrum.org Certified Professional Scrum Master I• Primary point of contact for Salesforce CRM system, responsible for documenting user setup process, profiles/permissions management and, security maintenance• Led and mentored the project teams in managing technical scope and client expectations, leveraging relationships with external resources, and appropriately engaging them when needed. Created and contributed reusable artifacts, components, and processes for the company’s Salesforce.com Center of Excellence.• Played a key role in ensuring that the Salesforce platform was aligned with the organization’s overall business strategy.• Planned & implemented effective actions & solutions that met the end goals desired by the business stakeholders.• Tested and measured the implemented solutions to track down the progress, and build training materials, holding the feedback & elicitation questions for the record.• Trained new users on CRM functionality and led change management efforts during system updates or process improvements• Supported continuous process and performance improvement for system issues, robustness, and compliance.• Ensured Salesforce ran smoothly by testing and adjusting as needed, then documented fixes • End-to-end data upkeep & management to ensure organization, safety, and ease of access• Identified risks that threatened success and recommended workarounds• Promoted business adoption of system capabilities and features (via trainings & webinars)• Support end-users with Salesforce documentation & training

Project Manager responsible for overseeing the implementation from proposal to delivery. Facilitated requirements development sessions to gain an understanding of the customer’s current state processes and technology. From session outputs, designed a future state solution & decomposed into user stories. When appropriate, produced more detailed supporting materials such as business cases, business process diagrams, & other context diagrams. Elicited current state pain points, and uncovered gaps in CRM best practices.• Developed a thorough understanding of the client’s requirements then applied industry best practices and detailed knowledge of salesforce.com to design an optimal solution to support the business process and meet, or exceed, functional requirements. • Built a trusting relationship with major project stakeholders and led them to adoption of the best solution.• Led quality management reviews and ensured that all business and design requirements were met. • Efficiently synthesized both technical and business information and presented implementation needs and options confidently. Presented complex information to C-level audience.• Worked with stakeholders to ensure Salesforce configuration support the requirements. Lead discovery workshops, including facilitation of solution presentations & prototype demonstrations.• Managed & completed system configuration, including set up & managed users, roles, views, etc. • Created & customized reports & dashboards. • Documented & implemented configuration changes & data mapping requirements.• Developed & implemented User training & maintained procedure documentation• Conducted Business process reviews• Provided professional, clear, unambiguous, & complete written & verbal communication to ensure that the intended audience received information appropriately• Responsible for identification & inventory of customer process pain points & gaps in best practices.

Sandy, Ut, Us

Worked with end users to identify, document, and communicate standard business processes as they relate to Salesforce.Implementation of Job science Applicant Tracking System (ATS), TargetRecruit ATS and S-Docs apps• Facilitated requirements gathering and creation of Business Process Requirements documents• Functioned as internal client liaison, managing and prioritizing project and enhancement requests• Assisted in the management of ongoing support requests and administrative needs of users• Created training plans, materials, and documentation for end users• Managed UAT with end users, including coordination and user acceptance signoff

Montreal, Quebec, Ca

• Act as a functional resource to the sales team, business development team, marketing department and developers for all customer engagements related to Salesforce.• Assist project managers with projects by consulting on the design, implementation, and on-going support of Salesforce’s full suite of products and services.• Support the sales team in a pre-sale support capacity by evaluating projects, estimating work requests, providing technical content for RFP response and proposal, attending customer calls or visits to gather requirements, and perform technical presentations demonstrating the features of the CRM platform to customers.• Support customers by performing various CRM platform administration tasks.• Created and delivered a comprehensive Salesforce.com Administrator training course. This course included the development of an 18-chapter training manual, inclusive of training documentation, videos, scenarios, and mock exams with the objective of trainees to successfully complete the Salesforce.com Administrator certification exam

Worldwide, Oo

Provided onsite functional / technical support for Salesforce and Apttus implementations by designing and implementing technology-enabled business solutions in client-facing and roles (e.g. functional / workstream lead). Travelled to client sites 80-100% of the time.3 projects: Apttus CPQ, Salesforce Data Migration and Implementation, Apttus CLM• Senior Consultant for CPQ implementation designed for multi-national corporation with $3.2B in annual revenue• Developed detailed plans based on broad guidance and direction.• Responsible for the automation of the product configuration, pricing, and streamlining of the quote creation processes.• Created a seamless integration with Salesforce CRM, with complex product bundles and product rules to provide Guided Selling, enhanced accuracy with error-free pricing, and increased efficiency & productivity• Increased revenues by automatically generating custom quotes that reflect accurate quantities, pricing • Helping clients confidently solve their most complex problems, from strategy to implementation.• Responsibilities include analyzing of customers’ business needs, requirements, workflows, processes, and applications• Defining of scope and documenting appropriate solutions to enhance, automate and expedite process improvements• Configuring, testing, deploying, support, and troubleshooting of application systems to meet business process requirements• Defined systems strategy, developed systems requirements, designed, and prototyped, assessed, trained, defined support procedures, and implemented practical business solutions under multiple deadlines.• Documenting of application system requirements, configurations, and procedures• Provide training to end users during implementation projects including coaching of colleagues on solutions provided

Castle Rock, Co, Us

Responsible for migration of customer data from legacy systems into Salesforce using third party applications Data Loader and Demand Tools• Salesforce.com configuration and implementation for non-profit and educational organizations• Provided Demand Tools, Data Loader and excel training to clients

Charlotte, North Carolina, Us

• Responsible for Administration (implementation, training, support, and maintenance) of the Salesforce.com CRM software across multiple lines of business, globally.• Assisted senior leadership in managing all aspects of operations.• Collaborated with cross-functional teams to gather requirements, design solutions, and implement processes that maximize the use of Salesforce.com CRM• Primary point of contact for Salesforce.com CRM system, responsible for user setup, profiles/permissions, security, customization, workflows, and approvals

Charlotte, North Carolina, Us

• Project Manager for Salesforce.com CRM Implementation• Responsible for Salesforce.com implementation for multiple end-to-end Honeywell Analytic Lines of Businesses as well as consulting for other Honeywell businesses globally• Primary contact for implementation, preparing data to be imported, determining system design and structure, and coordinating with Commercial & S&OP teams on implementation steps.• Function as primary liaison, and team member, between Technical team, Functional team, Business Functions, and System Integrators• Training of sales, marketing, and support teams, after completion of multiple Salesforce implementations

Charlotte, North Carolina, Us

Charlotte, North Carolina, Us

One of the first to integrate BlackBerry Mobile with Salesforce.Invited to speak at both Dreamforce (2008) and at Blackberry Annual Conference (2009)

Charlotte, North Carolina, Us

Responsible for research and acquisition of a new Customer Relationship Management (CRM) software solution (Salesforce.com) using 6σ® techniques

Charlotte, North Carolina, Us

Provided e-based and personal training in sales, quality, production, service, health & safety, environment, and corporate policy to 200+ employees

Charlotte, North Carolina, Us

Provided ongoing sales support to customers, end users, distributors and the outside sales team using Enterprise Resource Planning (ERP) software

Calgary, Alberta, Ca

Responsible for welcoming and assisting customers and clientele. Incorporating excellent communication skills, a pleasant personality, and a love for interacting with people. This position also incorporates basic mathematics and computer operation skills, in order to maintain records and data on the computer. Excellent telephone etiquette and email etiquette are also required. In order to handle difficult situations in the most professional manner, conflict resolution skills are required to deal tactfully with customers, without getting agitated or jeopardizing the company name.

Bachelor Of Arts, Criminology/Psychology, Business Minor

Creative Communications, Creative Communications

Certificate, Adult Educator Seminar Series

Certificate Of Completion, Adult Educator Seminar Series

Certificate Of Completion, Adult Educator Seminar Series