• Analyze business needs, elicit requirements and design Salesforce solutions that enable the business to achieve its objectives, improve user experience, and drive system adoption.• Complete gap analysis for as-is and to-be processes; translating into functional and technical specifications.• Leverage standard Salesforce functionality and custom development to solve complex business requirements.• Partner closely with Engineering to ensure the successful delivery of system enhancements.• Support change management initiatives related to new feature releases including documentation and training.• As needed, provide help desk support to support business-as-usual (e.g. bugs, configuration, etc.)• Create operational excellence through best practice sharing and process consistency across all users.

• Salesforce Administrator, managing over 70 users, software, application, upgrades, enhancements and maintenance• Provided SFDC Subject Matter Expertise• Transitioned 70+ users from Salesforce Classic to Salesforce Lightning Experience• Helped marketing team transition and upgrade from Pardot Classic to Pardot Lightning• Developed a help desk ticketing system to manage incoming Salesforce support requests, closing over 100 tickets• Deployed Salesforce inbox for over 20 sales users, enabling them to manage and log Outlook emails to Salesforce records, schedule and track meetings and activities• Business liaison of customer and associate facing system and applications powered by SFDC• Assisted customer service team with Charles Schwab and TD Ameritrade acquisition by assisting with data clean up and process flow automation• Documented sales and marketing processes using flow charts• Managed daily operations to support the Salesforce platform, including user account management, report and dashboard creation and maintenance, creation of new fields, page layouts, permission sets, data integrity, addressing user issues, ensuring compliance, and overseeing platform management standards

• Worked with 3rd party vendors to implement Salesforce Sales Cloud, deploying Salesforce Opportunities to the Sales Team• Salesforce Administrator, managing over 70 licensed users• Performed data analysis, ETL process, and deduplication of account and contact data across multiple locations, platforms, and databases to import into Salesforce• Maintained and monitor data clean up and mapping of account hierarchy• Manage relationships between our internal stakeholders, Salesforce consultants, database/systems vendors, and be the point of contact to our IT Managed Services Provider• Manage enhancements and implementations to the system in line with given business needs such as Custom Fields and Objects, Users, Profiles, Sharing Rules, Page Layouts, Record Types, Salesforce updates• Custom build report types, reports, and dashboards for different user groups across the company• Collaborate internally and externally with staff, partners, and vendors to help develop and deploy scalable software and services across the organization• Research, advise, and document best practices for Salesforce solutions and remain current on Salesforce.com releases and new features• Work with Power BI reports and Excel spreadsheets to track important metrics across the organization, including processing ad hoc reports for individual staff needs• Trained over 30 users for Salesforce Sales Cloud and Inbox, including creating and maintaining training documentation, and facilitating user training sessions and webinars• Use WordPress to improve the user experience on the company website and optimized workflows, certification document accessibility, and routing of contact requests

Proponent is the world’s largest independent aerospace parts distribution company.My current role is the administrator for voice of customer data. I gather and analyze voice of customer (VoC) data along various channels to identify existing or potential customer behaviors and trends. • Managed company NPS program and improved NPS response rate by 6%. • Created Customer Experience (CX) training for the organization in learning management systems. • Designed customer email campaigns for regarding CX initiatives. • Generated companywide reports and dashboards in Salesforce for CX metrics.