Emily Duncan Email & Phone Number

Herndon, Va, Us

Mount Laurel, Nj, Us

Portland, Maine, Us

- Collaborated within a team to provide comprehensive support for a Salesforce organization comprising 600 users- Spearheaded support for sales and marketing teams, managing lead-to-account conversion, implementing routing logic through LeanData, optimizing sales processes, and handling CPQ quotes- Reduced error rates from nearly 20% to less than 1% for sales reps at deal close by identifying and fixing a substantial amount of technical debt that was causing timeouts- Provided ongoing technical review and technical expertise in onboarding and supporting the vendor team- Played a pivotal role in facilitating and participating in multi-day workshops with key business stakeholders to extract requirements for the future state- Delivered a highly anticipated Go To Market project for our Sales team on time and with minimal disruption

Centreville, Va, Us

- Managed Salesforce support for a 40-user business unit, acting as the primary liaison between the Banking and Insurance Group and other CARFAX teams- Designed a Lightning Experience console app to enhance user interface and streamline workflow, including custom app pages, Lightning web components, and integrated screen flows- Successfully transitioned from a proprietary territory management system to Salesforce Enterprise Territory Management, providing maintenance and training- Leveraged Sales and Service Cloud applications, integrated the Five9 phone system, and used external reporting tools to optimize CRM support- Implemented process improvements and automation within Salesforce to boost team efficiency, featuring screen flows, enhanced approval processes, and streamlined commission workflows- Led data cleanup efforts to maintain a high level of data accuracy and reliabilityConducted comprehensive end-user training, both in-person and virtually

Fairfax, Va, Us

- Designed and implemented new Salesforce structure to support needs of inbound and outbound operations teams, including a data restructure and Salesforce Lightning migration- Provided ongoing training and support for end users- Maintained and improved Salesforce experience for 60 end users as sole Administrator- Created and maintained reporting from multiple systems, including Salesforce, Desk.com, Five9, inContact, chat applications, and proprietary systems- Built Google sheets-based tools and Google Data Studios Dashboard for leadership team to track and report on team productivity and business health

Managed social media for a variety of client accounts and interacted directly with the clients on behalf of the company.