Evan S. Email & Phone Number

-Served as a Salesforce subject matter expert for multiple projects and clients, focusing on automation, integrations, data management (including extraction, migration, and deduplication), data visualization (reports & dashboards), and application development.-Served as internal expert and advisor to coworkers on data modeling, automation, and troubleshooting complex issues-Was responsible for individual project deliverables such as detailed requirements gathering, Salesforce configuration, data mapping, data migration/cleansing on larger projects.-Conducted research and advised clients on the selection, configuration, and integration of various tools for document generation, forms, SMS messaging, DevOps, etc.Project Management-Managed the entire project lifecycle, from pre-sales consulting and scoping to project kickoff, configuration, testing, deployment, and conclusion. This included scoping and preparing statements of work for the sales team. Projects ranged in size from 50 hours to 360+ hours-Was responsible for all project deliverables including project management, detailed requirements, Salesforce configuration, documentation, data mapping, migration and cleansing, creating reports & dashboards, overseeing testing & deployment, and conducting training. Delegated tasks as needed.-Maintained a high customer satisfaction (CSAT) score, averaging 4.8 across completed projects.-Wrote user stories for the development team, providing a clear guide for building custom-coded solutions based on clients' needs

Consulting and Advising-Advised colleagues and clients on optimizing business processes using Salesforce solutions, including Sales Cloud, Service Cloud, None Profit Success Pack, and many third party tools. Emphasized best practices in data migration, integrations, and automation to improve operational efficiency.Project Management-Partnered with sales and implementation teams to accurately define project scopes and deliver tailored solutions that met client needs.-Led in-depth discovery sessions with clients to understand their business processes and requirements, ensuring alignment with project objectives.-Authored comprehensive Statements of Work (SOW), detailing client requirements, deliverables, definitions of completion, and exclusions.Initiated project kick-offs, setting communication protocols, timelines, and issue resolution frameworks in accordance with Arkus standards.-Managed projects end-to-end, from configuration through deployment, including regular status updates to stakeholders and adapting to feedback for successful project closure.Service Contracts Management-Managed service contracts post-deployment, ensuring client needs were met and facilitating ongoing support and enhancements.-Handled ad-hoc client requests and mini-projects, ranging from simple troubleshooting to complex flow creations, for user bases of 3 to 200+.Training and Workshops-Developed and presented workshops on productivity tools and methodologies, including "Flows as Form Tools," Notion, and Keyboard Maestro.Delivered customized training sessions to client teams at all levels, ensuring effective use and understanding of implemented solutions.Tools and Methodologies Learned-Acquired proficiency in a broad set of tools and methodologies, including Notion, Trello, FormAssembly, Formstack, Mailchimp, Skyvia, SurveyMonkey Apply, Microsoft 365, Talend, and Conga, enhancing my ability to deliver comprehensive solutions

-Administered two Salesforce orgs for TPG and executed administrative duties within the Salesforce orgs of our 40 clients, primarily focusing on user management, package installation, and Salesforce customization-Automated various undocumented and inefficient business operations through the creation of multiple flows↳ Engineered a system of 4 interrelated flows with over 90 elements, standardizing lead requests, email communications, data submission, data loading, and reporting↳ Developed a flow to expedite and standardize new client deployment within our Salesforce org-Constructed and fine-tuned reports and dashboards, delivering critical insights to meet diverse internal and client needs-Served as the primary troubleshooter, promptly resolving user errors with Salesforce and proprietary software-Designed and trained users on a custom case management system involving configuration of case record types, page layouts, lightning pages, validation rules, custom fields (including formula fields), case assignment rules, escalation rules, case queues, and notifications-Managed users and customized profiles, permission sets, and sharing rules across multiple Salesforce orgsTools Learned During Tenure-Dataloader-Data Import Wizard-Workbench-Demand Tools-Clickup

-Boosted client engagement five-fold while maintaining the same team size by developing a system to identify client cohorts and sending them targeted mass emails with customized suggestions to improve their rental income, leading to a reduced case inflow for the Support and Performance teams-Successfully advocated for the creation of a new Salesforce record type with approximately 20 fields, streamlining our process by transitioning from Excel to Salesforce-Led a cross-departmental effort to establish a new Know Your Customer process, resulting in a 14% reduction in client churn within the first 90 days-Designed a custom report for the Sales team to forecast new client booking income, ensuring that client expectations aligned with probable future results-Mentored 11 employees through a tailored professional development program, which involved reading a unique book with each team member over a 3-month period (15 books in total)-Developed a Salesforce KPI dashboard to track client churn, average account age, bookings, and revenue, earning the reputation as "the reports guy" and becoming the go-to resource for Salesforce reporting and dashboard advice within the Support and Performance teams-Conducted monthly webinars for new clients, offering an overview of the company and familiarizing them with our systems and processes

-Delivered strategic guidance to over 1,000 clients across Florida and the Caribbean, optimizing their rental income-Utilized Salesforce reporting, Excel, Google Sheets, Periscope, PowerBI, VRBO, AirDNA.co, and Everbooked for projecting occupancy, income, and booking trends-Coordinated with Vacation Rental Advisors, Onboarding Managers, and Revenue Management Analysts during client onboarding processes-Led cross-team training sessions, articulating our team's function and our potential to aid other teams with performance-related inquiries-Efficiently resolved conflicts with dissatisfied homeowners, emphasizing empathy and swift problem-solving to regain trust-Handled negotiations with homeowners seeking compensation due to errors, ensuring equitable and satisfactory outcomes-Retained clients considering departure by illuminating Evolve's benefits and acting as their primary liaison-Maintained regular communication with homeowners and coworkers through phone, email, and chat

-Supported homeowners in resolving problems such as double bookings, rate discrepancies, listing modification requests, and other challenges-Acquired proficiency in Salesforce CRM-Developed skills in Salesforce Reporting, Excel, and Google Sheets-Calmed upset homeowners by assuring them of prompt issue resolution and serving as their dedicated point of contact

-Conducted monthly inventory control alongside General Manager-Trained new and existing employees in computer systems, customer interaction, automotive systems, and ordering-Helped customers find and order suitable replacement parts for their vehicles-Managed store and employees in Manager's absence twice a week-Coached employees on achieving sales goals and utilizing KPI tracking systems-Resolved various issues during Manager's absence-Handled store opening and closing, cash counting, and bank deposits-Ordered parts for local shops servicing vehicles-Balanced multiple orders and deliveries, prioritizing commercial clients' urgent needs-Gained knowledge of cars and their functioning through an online training system

-Rapid career advancement from part-time employee to Service Center Manager within 13 months, becoming the second youngest in the NY/PA region-Recognized as 2011 Rookie of the Year at the annual company-wide event in Marco Island, FL-Managed store expenses and sales, ensuring monthly profitability-Conducted monthly inventory counts for accurate stock levels-Trained staff on Super-Pro 10 system, ensuring consistent customer experience, safety standards, and avoidance of costly errors-Coached sales team on non-pressure client engagement, enhancing customer comfort in purchasing suitable services-Conducted monthly employee reviews for achievement recognition and performance improvement-Implemented complete store reorganization, cleaning, and painting within initial months as manager-Boosted monthly sales revenue despite a slight decrease in traffic due to longer oil change intervals, standing out in the regional performance-Consistently ranked in top 5 for individual sales across the 7-store region-Managed cash handling and daily bank deposits

Bachelor Of Arts - Ba, International Relations And Affairs

Graduated cum laude

Salesforce Certified Advanced Administrator

Salesforce Certified Service Cloud Consultant

Salesforce Certified Platform App Builder

Salesforce Certified Administrator

Salesforce Certified Business Analyst

Salesforce Certified Sales Cloud Consultant