The CRM Systems Manager will be the technical resource and leader for the DDSSync Admin Team related to day-to-day support requests and projects. Responsibilities include, but are not limited to, technical development of team members and providing recommendations on strategic initiatives for the various business unit CRM systems. The businesses within Dominion Dealer Solutions are operating within multiple CRMs, with varying requirements for divisional expectations. This position will participate in overseeing the success and consistency of all design, projects, and management of these systems.

-Provide guidance for team on current projects & support requests-Proactively provide recommendations to mgmt & team regarding best practices & overall strategic direction for CRM-Participate in weekly/monthly coaching and/or development of team-Assist in identifying skill set development needs within the team & work w/ mgmt on performance improvement plans-Understand all vendor relationships/integrations-SME for SSRS/Fetch XML & assist team as they work through these types of reports-Manage daily activities responsively including resolving business usability issues through internal Support Requests, approving record changes, & driving end-user adoption-Responsible for managing all sharing/access settings within CRM-Assist w/ developing/configuring UAT in Sandbox & support activities in post solution import-Work w/ internal training dept to ensure new functionality is clearly documented & accurately describes processes across multiple channels-Establish, document, maintain, & educate the businesses on CRM configuration, policies, procedures & standards that ensure our data is consistent, complete & viable-Collaborate & lead discussions w/ key users & team members to prepare technical requirements. Propose plan/design to functional team w/ consideration to other business units’ impacts & complexity of scope-Learn business processes in order to recommend solutions for CRM enhancements/business challenges-Take initiative to research & increase knowledge of systems best practices & improvement resources which includes CRM releases-Participate in release management processes-Work closely w/ team to ensure all are informed & current on all product enhancements/releases.-Work w/ users & team to investigate, test & develop solutions & workarounds to resolve client issues/requests-Identify high priority issues & escalate to appropriate team members, including mgmt-Stay current w/ all product certifications provided through the training dept & MS

-Managed daily activities responsively including resolving business usability issues through internal Support Requests, approving record changes and driving end-user adoption.-Developed and maintained customer reports, dashboards, communication templates and page components.-Responsible for managing Security Roles, Field Security, Teams, Territories, Queues, and other sharing/access settings.-Performed detailed analysis of business specification requirements with documentation for training.-Applied business processes and knowledge of enhancement requests to maintain data integrity and operational requirements.-Assisted with developing, configuring, user acceptance testing (UAT) in Developer/Sandbox and support activities in post solution import.-Provided on-going support to identify, troubleshoot and quickly relay production issues to team.-Communicated project details to various levels of stakeholders during project life-cycle to ensure business needs are effectively represented.-Worked with internal training organization to ensure new functionality is clearly documented and accurately describes processes across multiple channels.-Established, documented, maintained, and educated the businesses on CRM configuration, policies, procedures and standards that ensure our data is consistent, complete and viable.-Extensive data cleansing techniques on individual records, through mass updates, or workflows to maintain quality data in records.-Researched and increased knowledge of systems best practices and improvement resources

Managed CRM implementation projects:-Worked with clients to establish requirements.-Assisted clients in definition of business processes.-Designed systems to automate existing and new business processes, customized database structure, forms, workflows, and JavaScript web resources for both Microsoft Dynamics CRM and ACT!.-Coordinated with each company’s IT staff to install the software on their server and workstations.-Performed data migration for varying sized databases.-Created custom reports and mail merges for customers and internal usage in both Microsoft Dynamics CRM and ACT!.-Designed and conducted training classes to teach clients how to use their software at the beginner, intermediate, and advanced levels, as well as one-on-one training.Responded to daily tech support calls for ACT! and Microsoft Dynamics CRM.Assisted in the design of a vertical software for the health insurance industry using Microsoft Dynamics CRM.Trained and managed a CRM Service Associate.Project and support experience in the following industries and functional areas:Engineering, vibration analysis, equipment distribution, financial management, translation services, real estate investment trusts, entertainment, automobile sales/financing/service, demolition, office cleaning services, health management, insurance sales, medical supply sales, recovery services, fertilizer manufacturing, port management, petroleum distribution, estate planning, and legal services.

Met weekly with at-risk 9th and 10th graders to boost their performance in mathematics. Coordinated coaching methods with teachers.

HIPAA compliance certified. Tracked employee injuries for the Western Hemisphere. Coordinated with a website developer to design and test an internal website. Produced reports on safety and injury statistics for each country. Collected and filed employee injury and drug test reports. Organized and tracked supplies and safety equipment.

Assisted with various conventions at the George R. Brown Convention Center. Gathered census information for the Mayor of Houston and FEMA regarding Hurricane Katrina victims. Fill-in receptionist for Burnett Staffing. Entered customer data for a property tax company.

Managed an ACT! database designed to streamline the customer relations process. Input customer data from various departments to keep records up to date. Scheduled tasks for sales staff and customer relations representative. Conferred with customers to asses their satisfaction with the company and troubleshoot any issues as needed. Ran reports for managers to assess problem areas and the productivity of sales staff.

Trained in ACT! software. Assist with customization and implementation of ACT! projects. Answered phones, assisted with filing, organized invoices.