• Identify Salesforce training needs, develop programs, and provide training for both new and existing employees• Implemented and customized a new Salesforce instance for central processing centers. • Create guides and training for new Salesforce instance.• Support users with Salesforce questions, administrative and general usage requests and troubleshooting issues• Explore, implement, and manage third party Salesforce apps to increase productivity• Perform basic, mid and high level daily administration of SFDC of two instances of Salesforce• Manage Operational requests such as: creating workflow rules, validations, field creations, escalation policies, auto-assignments, and implement required functionality • Support all SFDC releases and manage system uptime as per SLA along with the SF Developer Daily administration and support of Tickets Salesforce database including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations • Generate documentation on processes, policies, application configuration and help related materials for Salesforce users as database applications are developed• Maintain an Education database for training for independent agents on company programs.• Develop scripts, film, narrate and edit training videos for independent agents on company programs. • Construct companion guides for training videos for independent agents on company programs.

• Identified Salesforce training needs, develop programs, and train new and existing employees• Produced training materials and assist in the delivery of training for new features• Trained new and existing users on how to use database applications• Supported internal staff and external users (Chatter Users) troubleshooting (BIS Ticket System), related Salesforce questions, administrative and general usage requests & troubleshooting issues• Explored, implement, and manage third party Salesforce apps to increase productivity• Performed basic, mid and high level daily administration of SFDC• Managed Operational requests such as: creating workflow rules, validations, field creations, escalation policies, auto-assignments, etc. and implement required functionality• Supported internal and external users with administrative and general usage requests & troubleshooting issues• Worked with the developer SFDC configuration work (Case/Provisioning/Objects and layouts/KB/Reports etc.,)• Provided support to all SFDC releases and manage system uptime as per SLA along with the SF Developer• Promoted our work intake process and story prioritization• Executed daily administration of Tickets Salesforce database including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations• Worked with management, strategic planning & analysis staff and end-users to create and manage complex workflow rules, data validation, and triggers• Kept application users informed about system functionality and enhancements• Offered application users with technical support• Logged and tracking identified system problems through resolution• Created and maintain documentation on processes, policies, application configuration and help related materials for users as database applications are developed

• Identified and initiated business improvements and projects• Trained management and staff on the newly developed standard operating procedures• Conducted Salesforce administration and maintenance• Worked across the company (sales, support, finance, marketing, product, etc.) as a business partner in using Salesforce to improve operations• Created and documented application requirements by working together with those involved in the development of program enhancements and changes including program staff, programmers, strategic planning and analysis staff and/or outside consultants as needed

In charge of distributors and product information until the company was purchased in May 2012• Supervised a Sales Network of distributors, sales representatives and direct sales• Provided oversight of website and media updates with vendors• Coordinated marketing and advertising in trade publications• Negotiated vendor contracts• Organized sales meetings and special events• Maintained customer database and customer information network• Performed trend and competitive analysis for sales and product production

Manager: Customer Relations• Supervised Customer Service department• Maintained customer database and customer information network• Supported website oversight and product pricing• Maintained distributors and sales representatives by performing sales analysis• Coordinated marketing and advertising in trade publications• Performed trend and competitive analysis for product production• Negotiated vendor contracts• Coordinated trade show and special events