Doug Hendricks Email & Phone Number

South Carolina, United States

Greenville-Spartanburg-Anderson, South Carolina Area

Sr Salesforce System Administrator for the Kinetic business unit at Windstream. Work with technology and business partners to execute the Kinetic systems roadmap through user stories/epics, and managing projects through a 2-week sprint cycle using agile methodology. Configure the Salesforce platform to achieve company goals by leveraging process builder, flows, approval processes and other declarative tools. Act as primary business tester to thoroughly test changes and ensure a positive user experience. Partner with Sr Leadership, Training and communications teams to ensure successful delivery and utilization of Salesforce in the field. Engage with end users in day-to-day troubleshooting of Salesforce issues. Execute dataloads as needed for mass record inserts, changes, and deletions.Key projects:• Created and launched a series of dashboards to Sr Leadership, Management, Sales Consultants and Engineers that increased visibility of funnel activity and provided a much-needed coaching/performance tool. • Configured Process Builder and Lightning Flows to reduce clicks, speed up multiple processes and improve user experience• Created custom object, multiple record types, fields and workflows to support a hybrid team needing to track a non-standard sales process• Installed, tested, launched Five9 and ZoomInfo managed packages for Salesforce. Trained employees and resolved system issues

Greenville, South Carolina Area

Develop and maintain the strategic roadmap for the Salesforce CRM application for multiple business units. Work with technology and business partners to execute the roadmap through documenting business requirements, creating user stories, working with Salesforce and multiple related vendors, and managing projects through the system development life cycle using agile methodology. Oversee implementation resources including 3rd party contractors. Partner with Finance, Compliance, Legal, Training, GTM and other teams to ensure successful delivery and utilization of Salesforce in the field. Key projects:• Successfully migrated 5K users from Salesforce Classic to Lightning interface, becoming one of Salesforce's largest Lightning customers.• Transitioned B2B and SMB teams from LinkPoint for Outlook to Cirrus Insights for Gmail with the company’s migration to G Suite.• Migrated SMB and Strategic sales teams from legacy Hoovers application to the D&B Hoovers Advantage Salesforce-integrated solution.• Led successful efforts to launch multiple custom solutions for Salesforce users, including prospecting worklists, bulk opportunity update, and prospect search tools.• Launched Einstein Analytics dashboards to senior business leaders.

Greenville, South Carolina Area

Experienced instructional designer and learning content developer. Primary responsibilities were to document internal system enhancements for Salesforce, point of sale system, and various mobility tools. Areas of expertise include:•Design and development of curriculum•Video development and production•Blended learning solutions •Training delivery•Evaluate training completion and effectiveness•Project management•Translate system requirement documents into easily understood training contentI partnered with System IT and Operation teams to understand internal system enhancements and impacts to the sales teams. This information is then translated for the Sales Teams to understand how the changes impact the way they use the systems. I recommend training solutions that best fit the training need to drive learning effectiveness. My specialties include on-demand videos, online system simulations, technical writing, and system help files.

Greenville, South Carolina Area

South Area Business owner for multiple systems including Salesforce, Contract Management System, Enterprise Customer Profile Database, and Customer Communication portal. Mobilized the B2B Sales workforce by developing and successfully launching mobile enterprise apps such as Salesforce1 and in-house Contract Management tool for tabletsSuccessfully launched paperless contracts for corporate customers through integration with Adobe Echo-SignBuilt business cases and wrote requirements for system enhancements based on company objectives. Partnered with IT, Compliance, Training, HQ and other teams to approve, test, implement, and communicate system changesLed a team of 20 testers across multiple regions in the South Area to test and successfully launch multiple system enhancements, including the B2B launch of Salesforce1. Delegated testing assignments, communicated defects to system developers, and kept team focused and on track until testing was completed successfully.Created Salesforce dashboards and provide executive leadership with reporting for B2B Sales funnel activity, prospect and existing customer engagement. Trained and equipped new B2B Sales leaders with the knowledge and skills to manage their teams using Salesforce and other systems. Developed training curriculum for multiple systems, pre and post-launchCommunications Liaison between Sales and Telephone Number Inventory (TNI) teams to ensure large-scale IoT projects were successfully implemented across the South Area without impacting market consumer and corporate TNI needs

Greenville, South Carolina Area

Successfully migrated 3K users from in-house CRM application to Salesforce.comLiaison to regional sales teams in NC, SC, TN and HQ to drive use and support of enterprise systems ranging from Point of Sale, CRM and customer self-serve toolsProvided systems training and support for Sales and Operations teamsLiaison to regional sales and internal/external customer support teams (BGCO, BFO, Finance, Credit, Fraud, LNP, Data sales, etc.) involving escalated customer issues, to include process improvement suggestions and implementation, as well as hands-on support based on system accessLed team of systems testers for multiple projects and enhancements. Conducted end-to-end systems testing to validate upcoming enhancements for Point of Sale systems, customer-facing self-serve systems, Salesforce and Contract Management System.Manage special projects as needed, such as field focus groups, new hire post-training, and university sponsorships marketing research projectLiaison to Corporate Security and all regions in South Area to escalate recurring stolen device direct fulfillment issueRegion communications lead. Compiled, condensed and communicated critical Sales, Marketing, and Operational updates for the field.

Greater Nashville Area, Tn

Partnered with Sales and Marketing executive leadership to develop and execute business plans to improve utilization of Verizon's e-commerce platform. Delivered creative solutions to increase customer utilization of online tools; measured results on a monthly/quarterly basis, and shared results with leadership. Partnered with Area Marketing and HQ IT groups to conduct systems testing for e-commerce portal enhancementsRegularly trained sales teams in system knowledge, latest enhancements and available promotions via staff meetings and one on one sessions. Conducted customer meetings in person and online via webinars. - Created and executed training classes for customers throughout the Region. Utilized comprehensive self-serve system knowledge to become regional subject matter expert for internal and external customers. Troubleshot issues, escalated trouble tickets and other issues through to resolutionDeveloped curriculum and facilitated webinar and F2F training for multiple internal and external systems for all B2B support teams in the South Area. Curriculum was developed into a National training document for B2B customer service and support teams.

Greater Nashville Area, Tn

Responsible for coaching and motivating new hire representatives to achieve aggressive Performance Agreement targets within a 75 day ramp-up timeUtilized two-way feedback daily and during weekly coaching sessions to motivate and drive high performance and productivityEffectively executed on the vision, mission, objectives of the call center and Verizon Wireless as a whole Facilitated daily training sessions for New Hire reps in transition to continue their training and to help solidify their understanding of processes and procedures

Greater Nashville Area, Tn

Supervised, coached and developed a team of 14 tenured representatives performing daily online and offline job functions Coached and mentored multiple individuals, helping them advance their career and promote to teams ranging from IT and Network to Sales and Resource Management. Promoted multiple individuals to leadership positions in Data/Tech Support and Customer Service Supervisor roles.Took customer escalations ranging from customer service reps to executives Assisted in driving call center and Area-wide initiatives and motivated employees to participate and lead

Greater Nashville Area, Tn

Conducted call calibration sessions and monthly audits of Supervisor voice and transactional audits; provided detailed coaching and feedback to Supervisors on "How to coach" representatives Conducted deep-dive analysis of transactional surveys to identify call center/Area trends, and recommend process improvements to address knowledge/behavioral gaps and increase performance Provided Director and Sr. Leadership Team with reports detailing Quality performance for the call center from both an internal (Observations) and external (NPS) perspective Facilitated New Hire Quality Assurance training for all in-bound 800 line employees

Bachelor Of Science (B.S.), Mass Communication/Media Studies

Education record