Erica G. Email & Phone Number

Us

As an administrator for the Salesforce.com and marketing automation platforms, I manage the configurable components and related applications across the CRM environment. This includes overseeing (6) Pardot accounts, which are being migrated to Marketo, implementing and using Adobe CDP, GetFeedback, and Conga/Apttus CLM tools. Additionally, I serve as the subject matter expert for Salesforce.com and related CRM applications, ensuring appropriate use throughout the customer lifecycle.• Oversee Marketo architecture, data, process, and best practices as an expert in Salesforce.com and related CRM applications. • Partner with global business stakeholders to identify, drive, and build system customizations that solve critical business needs. • Coordinate the requirements gathering, scoping, prioritization, and completion of new development projects across all business units, collaborating with developers to create customized solutions. • Design and execute automated marketing campaigns and programs such as lead scoring, lead nurturing, lead routing, and trigger-based campaigns with key marketing stakeholders. • Manage external vendors contributing to large initiatives, including design, project management, and marketing automation. • Serve as an SME investigating critical production problems and managing day-to-day support and troubleshooting of all Salesforce technology platforms. • Own all technical aspects of Salesforce.com, including data migrations, data quality, systems integrations, 3rd party applications, and AppExchange products. • Work with the digital marketing team to build brands and increase leads by leveraging strategy, creativity, and technical skills. • Develop a comprehensive understanding of business workflow and processes across the customer lifecycle.

Us

• Managed 7 Pardot instances, successfully connecting them to a single Salesforce instance, and integrated them into Production despite Pardot's limitations.• Participated in planning and design sessions, ensuring stakeholder requirements were met.• Provided ongoing systems administration, including data management, reporting, end-user training, and process development.• Collaborated with developers and subject matter experts to establish the technical vision and analyze usability/performance trade-offs. Contributed to successful implementations of Salesforce Customer Community, Service and Sales Cloud, Apttus/Adobe Sign, and Kenandy.• Obtained Apttus Contract Lifecycle Management & Pardot Specialist certifications.• Managed data integration and/or interface with the integration team. Utilized ServiceNow, JIRA, Confluence, & Agile Accelerator.• Conducted user acceptance testing, ensuring operational best practices were met, and requirements were fulfilled.• Served as a key liaison with IT technical resources in areas related to system support, including Custom Salesforce Apps, SSO with Identity Now & Identity IQ, CTI/Lightning Sync, etc.• Provided insight into operational implications of data governance process changes & data integration quality issues.• Assisted in quality assurance, defining testing strategy and risks, and integrated marketing initiatives into the database.• Regularly utilized Data Loader & DemandTools to manage data quality and ensure high data integrity.

• Responsible for organizational management, strategic planning & public relations. • Managed and monitored operating plans, budgets, and projects, as well as oversaw Salesforce Administration.• Coordinated educational opportunities, reviewed program policies and procedures, organized meetings, and provided written reports for programs.• Led an in-house marketing group, managing team members, developing long-term vision, identifying opportunities, and meeting revenue targets.• Developed and maintained strategic partnerships with other organizations, networks, policymakers, donors, and partner agencies.

Durham, North Carolina, Us

• Worked collaboratively as part of a system administration team while also serving as the lead for specific applications within Salesforce.com CRM, ensuring a comprehensive understanding of the overall CRM solution. • Diagnosed and resolved Salesforce.com usage issues and escalated problems to Salesforce.com technical support or application vendors as needed. • Collaborated with users, subject matter experts, and management to design and implement functional area enhancements and conducted regular application review sessions with users and management. • Managed data relationships and flows within the CRM system, ensured data quality, performed routine data maintenance, and monitored integrations with other systems or applications. • Served as a liaison with business units to understand and evaluate business problems or requirements. • Maintained alignment with Salesforce.com releases. • Utilized business and technical expertise to configure and maintain Salesforce.com-based solutions, including AppExchange vendors. • Regularly conducted database de-duplication and cleanup procedures. • Managed deployments from Salesforce sandbox to the production Salesforce environment. • Served as the Marketo, Eloqua, and Aruvio Administrator, overseeing implementations and migration from Eloqua (E10) to Marketo. • Collaborated with the database team to integrate Salesforce with the Data Warehouse. • Maintained, deployed, and supported Salesforce.com solutions such as Marketo, Eloqua, Aruvio (Risk & Regulatory Management), DocuSign, Drawloop, Interactive Intelligence (IVR), CI Radar (Competitive Intelligence), Satmetrix (NPS Surveys), DemandTools, and other custom applications. • Worked with the Business Intelligence team to perform ongoing data audits, provided business and system clarifications, and proactively identified opportunities for system improvements to enhance automated reporting solutions.

• Received one of the first 500 certifications for Salesforce Administration and utilized the platform for developing custom apps, managing workflow, data monitoring, and generating reports and dashboards. • Regularly communicated with, motivated, and trained users on Salesforce best practices and new features and updates. • Adapted Salesforce to organizational changes and process improvements to ensure its appropriate use across the company. • Acted as a liaison between the President and his Direct Reports, managing their deliverables and ensuring the smooth functioning of the Executive Team. • Managed the executive office of the President/CEO, representing him and his Direct Reports with professionalism and tact in all communications, ensuring full confidentiality, and effectively communicating and influencing clients and colleagues. • Conducted market research and lead generation through various channels, including plan rooms, Hoover’s, purchased lead lists, and organizational partners. • Assisted in the submittal process, bid preparation, and proposal writing for current and prospective customers ranging from Tier 1 Auto Suppliers to DOD/DOE subcontractors. • Served as a liaison with general contractors and facilitated communication between them and the company.• Demonstrated advanced proficiency in typing, Windows 2000/XP Operating Systems, Internet Explorer, and MS Office Applications.

• As the first point of contact for new clients, I provided exceptional customer service and maintained company standards by placing all advertisements in local papers and real estate magazines. In addition, I collaborated with individual agents to ensure all advertising and paperwork met company standards.• Managed company websites and performed various clerical functions such as front office administration, appointment scheduling, mail handling, and managing Fed-Ex and UPS deliveries and shipments. I also maintained office supplies inventory by anticipating needed supplies and placing orders for supplies. • Conducted research, drafted letters and documents, collected and analyzed information, and trained new office staff. I also set up new agents and initiated telecommunications.• Coordinated all new listings and closings of real estate purchases and sales, ensuring timely completion and adherence to all requirements. • Completed special-purpose projects and provided general support to management. • Proficient in Lucero and CrestEdg software.

• Ensured that front-line associates provided prompt, courteous, and knowledgeable service to all customers while resolving customer service issues appropriately and thoroughly. • Coordinated operational controls at the front line and service desk to ensure compliance with company guidelines and policies. • Managed merchandise functions within the assigned area of responsibility. • Collaborated with a team of associates to ensure the accuracy and timeliness of the markdown process. • Provided training and management to new associates. • Worked with store management to assess employee needs and provide recognition to associates. • Participated in the Mentor program and attended Foundation of Leadership meetings to enhance leadership skills.

• Supervised and managed administrative staff, providing training and support in daily operations.• Managed database information, ensuring accuracy and efficiency in data processing and reporting.• Processed payroll and maintained accurate records for daily, weekly, and monthly reporting.• Conducted troubleshooting and resolved issues with software and hardware systems.• Processed new hire, benefits enrollment, and termination paperwork in a timely and accurate manner.• Conducted daily balance and deposit reconciliation and provided internal/external customer service.• Managed office supply inventory and ordering and completed other general office duties/projects as designated and needed.• Collaborated closely with the technology department and headquarters administration to maintain all systems and equipment, including workstation setup and relocation responsibility.• Conducted beta-testing for a proprietary database management system, ensuring system stability and usability.• Maintained strong vendor relationships with telephone, HVAC, cleaning company, security, building management, and other service providers.Processed accounts payable/receivable and ran weekly/biweekly payroll, ensuring accurate financial records.

• Processed weekly and monthly invoices, procured office supplies, and coordinated services as appropriate.• Oversaw and initiated office organization, maintenance, repairs, and aesthetics. • Bookkeeping responsibilities included processing accounts payable/receivable, reconciling bank statements, and depositing checks. • Additional office management duties include filing, maintaining office equipment, purchasing supplies, and vendor relations.Also worked at JCPenney, National School Products, and Hobby Lobby as a sales associate.