Greg Sara Email & Phone Number

Atlanta, Georgia, US

• Unifying cross-functional teams (Product, Engineering, Architects) to drive alignment on project objectives and desired outcomes.
• Increased the rigor of daily stand ups to quickly identify and resolve potential impediments to maintain team momentum.
• Collaborating with Product Owners to allocate shared resources to optimize utilization to highest impact user stories
• Coaching support team to resolve incidents within first response and resolution SLA targets
• Actively participate in quarterly planning sessions to align capacity planning with business priorities

Atlanta, Georgia, US

• Completed migration of customer service teams to Salesforce Service Cloud. Integrating web portal capabilities with Salesforce Service Cloud
• Assist the Product Owners with scoping, defining, and prioritizing user stories
• Team with Architects and Developers to transform user stories into technical designs
• Critically evaluate data gathered from multiple sources to identify trends
• Support all aspects of the testing cycles (UAT, regression, system)
• Work with Scrum Master to coordinate communication throughout each project.

Atlanta, Georgia, US

• Migrated decentralized manual customer service processes to the Salesforce Lightning Service Cloud. Includes computer telephony integration (CTI) and data integrations.
• Produced business requirements documentation, process flow diagrams, and use case definitions
• Performed gap analyses to evaluate configuration alternatives to custom code development
• Contributed functional perspective to data integration technical designs to ensure solutions meet needs
• Conducted system integration testing to validate that application performs as expected
• Alerted project owner when events imperil project’s design or timeline

• Delivered enhancements to the Salesforce Service, Community, and Analytics (Wave) Clouds. Increased severance package processing capacity by 10x. Overhauled case management process to shorten resolution time..
• Led discovery sessions to identify root causes of pain points and capture functional requirements.
• Translated requirements into user stories, process maps, and requirements specification documents
• Completed Salesforce configuration, including workflows, validation rules, and security controls
• Performed unit testing to refine the product designs.
• Coordinated activities with both onsite and offshore teams across multiple time zones.

• Salesforce Certified Sales Cloud ConsultantSalesforce Certified Service Cloud ConsultantSalesforce Certified AdministratorDelivering value to both initial implementations of the Sales and/or Service Clouds as well as.
• Manage on-time delivery of projects
• Create comprehensive business requirements documents.
• Partner with Engineering teams to design and test solutions prior to roll out
• Provide training for users
• Experienced in Agile environments

• Salesforce Gold Consulting Partner
• Achieved on time delivery of Salesforce Sales, Service, and Community Cloud implementations.
• Created comprehensive business requirements documents.
• Teamed with Engineering to design and test solutions that met clients’ custom needs

Atlanta, GA, US

• Partnered with the business units, project managers, engineering teams, and quality assurance teams to elicit functional specifications, write user stories, prioritize stories in backlog grooming sessions, and lead.
• Increased on-time contract activation volume by 29% by implementing a simplified activation workflow in the Salesforce Sales Cloud.
• Eliminated unauthorized loyalty card payments by automating approval processes in Salesforce. Closed gaps in validation of all submissions prior to processing. Presented weekly progress update to CEO and senior.
• Increased collection team’s workload capacity by 25% by streamlining processes. Shortened payment review resolution time by 50% by creating standard work flows.

Atlanta, GA, US

• Migrated customer account management to Salesforce Sales Cloud
• Reduced contract set up time by 33% by implementing Salesforce Service Cloud case management.
• Eliminated excessive credit card chargebacks by strengthening online shopping internal controls

Atlanta, GA, US

• Executed plan to maintain profitability in declining revenue cycle. Introduced affordable advertising options to minimize revenue losses. Consolidated sales headcount across brands. Reduced distribution and marketing.

Atlanta, GA, US

• Built business plans that supported growth to 12 publications within 2 years. Developed stepped growth plan for operating expenses to minimize cash burn rates.
• Implemented weekly order-to-cash processes for each revenue center. Modified billing software and processes to support weekly billing model.

Atlanta, GA, US

• Established the order to cash cycle for performance based internet advertising. Established contract templates to shorten sales cycle. Created tools to evaluate performance based pricing. Established business rules to.

Masters, Accounting

Business Admin, Masters Of Accounting