Michelle Grant Email and Phone Number

Managed a wide variety of cases from enterprise level customers on our top-tier support plan (Signature Support). Ensured customer satisfaction by resolving all cases with empathy, thoroughness, and timely-follow through. Maintained excellent customer satisfaction (CSAT) scores and had zero all-time management escalations. Acted as customer advocate when escalating issues to engineering. Strengthened team productivity by contributing to process and knowledge improvement efforts as well as regularly assisting teammates on cases.

I served as a subject matter expert in the sales domain for a large, complex Salesforce internal org, providing support for existing functionality while also supporting multiple projects that delivered new or enhanced functionality. I led improvement efforts by increasing monitoring for critical jobs, defining an onboarding process for new team members, improving documentation, and working with business stakeholders to reduce the inflow of cases from our top case driver. In all I did, I communicated effectively and proactively, earning consistent recognition from partner teams and business stakeholders for my leadership, collaboration, technical expertise, attention to detail, and follow-through.

As a Proactive Monitoring PME (Portfolio Monitoring Engineer), I was responsible for onboarding and quarterly review calls with a set of customers. I ensured alignment with the customer on proactive monitoring strategies and utilized internal tools to build quarterly reports that provided enhanced insights for each customer. I collaborated with Technical Account Managers and other internal technical resources to ensure smooth technical delivery and customer satisfaction.

I worked with a small team to implement both declarative and programmatic solutions in response to business needs. I utilized Sales Cloud and Service Cloud native functionality as well as Apex triggers, classes, and controllers, Visualforce pages, and third party apps. I quickly expanded my skill set in order to benefit the team. This included learning Apex and various third party applications. I contributed to improved team processes and improved internal customer support. I also helped the department cut an unnecessary expenditure by transitioning needed functionality from a paid app to an unpaid app.Previous title: Salesforce Administrator (January 2015-April 2017)

I was selected as the new Scrum Master when the prior Scrum Master transitioned off the team. In this role, I led daily standup meetings, sprint planning meetings, and retrospectives with a geographically diverse team. I also managed release documentation and the release preparation process for the team.(contract position)

I worked as part of a scrum team to enhance an internal instance of Salesforce. As part of the team, I helped implement a set of features, including Entitlement Management, to increase visibility into known case issues and establish baseline metrics and goals for improvement. I communicated with stakeholders and documented requirements, test cases, and desired functionality. I worked with developers on requirements and functionality testing. I also utilized Workbench and Salesforce Reports to analyze specific aspects of system usage.(contract position)

I oversaw work being done for multiple clients with support contracts and pressed for full resolution of questions/issues raised by clients whether the resolution was dependent on our staff or on a third party. I also performed analysis of Salesforce releases to highlight the most relevant information for Now IT Matters staff and clients and recommended business process improvements and best practices for Now IT Matters.

I worked on multiple projects to improve Salesforce System Setup for Now IT Matters and clients. I was a key player in requirements gathering, solution proposal, implementation in Salesforce, and training of users to improve client’s annual budgeting process. I also responded to client Cases which were escalated from a junior Salesforce administrator and managed all Cases related to Now IT Matter’s internal system.

I played an integral role on the project team that managed a highly customized organization-wide Salesforce implementation. I then maintained user records, managed license allocation, and tracked licensing needs for the system of close to 200 Salesforce users and created guides and informational emails on how to use Salesforce and Google Docs . I also led workshops and help sessions on using Salesforce and Google Docs at an international staff conference.

I assisted in customization of Salesforce to handle processing and tracking of online applications by creating and editing custom fields, email templates, email alerts, workflows, and approval processes and utilizing Form Assembly.

I was on the Preferred Sub list for multiple middle schools and was regularly requested back by teachers for whom I subbed. I maintained a classroom environment conducive for learning and doing school work and meticulously followed teachers’ lesson plans.

I utilized technology and used creative teaching methods such as group projects, interactive demonstrations, and simple lab activities to engage students at varying academic levels and to encourage cooperation and critical thinking.