Monitored and addressed the day to day questions and issues in the Sales and Service Clouds. Facilitated discussions between business units to analyze business processes and make recommendations and implement changes to the Salesforce instance. Increased user's productivity through coaching, enacting processes and training. Key projects included:Implementing Country and State picklist fields on Leads, Contacts and Accounts.Development of training for Co-terming opportunities.

Facilitated meetings and discussions between clients/users, project manager and subject matter experts in multiple projects to create and deliver video based and instructor lead training as well as marketing assets for internal and external clients. Facilitated the professional growth of co-workers by producing challenging and engaging training. Key projects included:Set up and developed Compuware’s audio visual roomPioneered use of the Adobe Production Premium CS6 Suite of products in the teamLearned and then brought team up to speed on Cannon new cameras

Secured the deployment of high end user support through the coaching, mentoring and training of the customer support staff. Functioned as a facilitator between the support staff, development and executive level management organizations to meet the needs of all to deliver quality products and support of those products.Hired candidates and monitored performance to deliver annual performance appraisals.Key projects included: Leading team to develop the SOP for Business Continuity for the Software Customer Support organization. Served on the Software Customer Support CMMI Steering Committee and provided leadership, training and coaching to achieve CMMI certification. Served on the Software Customer Support Quality Team. Developed and documented the Standard Operating Procedure for the Software Customer Support organization ISO/Q1 training/certification. Trained and coached team to pass internal and external audits to achieve ISO/Q1 certifications. Developed and rolled out training for new call tracking system to the Customer Support Organization and supporting organizations. Developed and rolled out the Customer Support Core Competency/Solution Selling Training.

Facilitated communications between the client, development, quality assurance and management to implement solutions to critical issues. Provided leadership and training to team members. Developed a problem determination process and created training plans for new product releases.

Lead volunteer and paid instructors to increase revenue and establish classes in the counties served by the Nashville office.

Managed a team to safely put groups through high rope team building elements. Facilitated discussions based off experiential learning to help teams interact more efficiently and effectively.