Results-driven, engaged IT, Sales, and Service leader with 20+ years’ experience managing customer service and sales support teams and processes. An authentic and trusted partner to internal clients, with a deep understanding of business drivers and processes to best establish a plan and align technology solutions to deliver on business demands. Expertise in developing strategic plans, implementing and overseeing operational procedures, optimizing processes, and transforming teams. Sought-after project leader, bringing a record of successful delivery of key initiatives and projects. Known for a pragmatic style, with the ability to deconstruct a situation and develop realistic and achievable solutions to complex problems. Provide sound direction and a collaborative environment to internal and external staff during times of uncertainty and dynamic change.KEY ACCOMPLISHMENTSProject Leader for Salesforce Service Cloud and VOIP Telephony IntegrationImplemented Salesforce Service Cloud on time and on budget; gathered business requirements from all involved departments and company leaders.Hiring and Training ProgramUtilized Salesforce data to analyze call patterns and call types; created a tiered support system that reduced time from hire to independent call taking from six months to two weeks; recognized for turning Customer Service team into an invaluable resource not just for customers, but for every department in the company.Project Leader for Salesforce Sales CloudMapped out transition from previous CRM to Salesforce with stakeholders; eliminated nonvalue data entry and created data stream that would benefit individual sales contributors, managers and company leaders through targeted reporting and sales and performance dashboards.Quote to Cash Optimization: Technical LeadServed as Sales/Service systems expert on cross-functional team that modernized company quote to cash process; improved product lead time by 33% by linking sales activities in CRM to ERP system giving visibility to operations improving fill rate from 85% to 94%+.Team Training and System EvangelismCreated all training documents and training session curriculum for all system users; tailored training to ensure relevance by role; maintained 98% daily login rate for all sales and service users.Salesforce Lightning UpgradeMigrated entire organization to Salesforce Lightning, upgrading every user group’s ability to do job faster with fewer clicks; reduced Customer Support case creation process time by 25%.