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I thrive on reimagining the digital customer experience through innovative applications. With a deep foundation in customer service operations, I transitioned into software engineering to drive transformative changes by automating and optimizing critical business processes.In 2018, I joined Norfolk Southern to support their entry into the Salesforce ecosystem. Witnessing the evolution of their customer service teams from manual, paper-based processes to fully automated digital workflows was a truly rewarding experience.In 2021 as the Salesforce Application Manager, I led the implementation of Analytics Studio to automate mundane accounting tasks, not only streamlining business operations but also delivering a highly engaging user experience. Salesforce recognized the success of this project, and I got the opportunity to present at Dreamforce 2022.I have never lost sight of my customer service roots. I consistently draw on this experience to ensure that the solutions we build are not only technically sound but are also ones that end-users will truly adopt. I am committed to blending customer-centric insights with technical expertise to deliver Salesforce solutions that drive lasting business impact.If my journey could be helpful to you, please reach out. I would love to talk. Salesforce Certified Sales Cloud ConsultantSalesforce Certified Service Cloud ConsultantSalesforce Certified Administrator
Norfolk Southern Corporation
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Salesforce Application Development ManagerNorfolk Southern Corporation Sep 2021 - PresentAtlanta, 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
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Senior Technical Engineer/Customer Engagement/SalesforceNorfolk Southern Corporation Aug 2019 - Sep 2021Atlanta, Georgia, UsCompleted 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.
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Salesforce Business Analyst (As A Contractor Via Gsquared Group)Norfolk Southern Corporation Jan 2018 - Aug 2019Atlanta, Georgia, UsMigrated 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• Created the user acceptance testing scripts to ensure that a comprehensive evaluation occurs • Translated enhancement requests into technical requirements to identify implementation options• Led post go-live support sessions to ensure timely resolution of defects• Delivered proof of concept for automated new account onboarding processes
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Salesforce Business Analyst At The Coca-Cola Company(As An Independent Contractor Via Teksystems) Mar 2017 - Jan 2018Delivered 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. Configured custom reports and dashboards.• 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.
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Salesforce Implementation Consultant/Business Analyst/Project ManagerIndependent Contractor Jun 2016 - Mar 2017Salesforce 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 bringing fresh innovations to existing instances.• 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
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Senior Business AnalystRelationedge (Independent Contractor) Oct 2016 - Jan 2017Salesforce 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
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Director Of Operations Support/ Business Analyst /Project CoordinatorRentpath (Formerly Primedia) Jan 2014 - Mar 2016Atlanta, Ga, UsPartnered 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 user acceptance testing in an Agile SCRUM environment. Monitored key performance metrics to ensure gains were sustained. Led shared services support teams. • 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 leadership. • Increased collection team’s workload capacity by 25% by streamlining processes. Shortened payment review resolution time by 50% by creating standard work flows. -
Director Of Operations/Director Of Finance-Rentals.Com Division/Business AnalystRentpath (Formerly Primedia) Nov 2009 - Dec 2013Atlanta, 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
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Director Of Finance-Homes DivisionRentpath (Formerly Primedia) Oct 2007 - Oct 2009Atlanta, 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 foot print.
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Director Of Finance-Auto GuideRentpath (Formerly Primedia) Oct 2004 - Oct 2007Atlanta, 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.
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Director Of Finance-Interactive Division (Started As Financial Analyst)Rentpath (Formerly Primedia) Aug 2000 - Oct 2004Atlanta, 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 shorten days sales outstanding and limit bad debt losses
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Manager Of Financial Reporting (And Related Positions)Pameco Corporation Nov 1994 - Aug 2000
Greg Sara Skills
Greg Sara Education Details
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Unc Kenan-Flagler Business SchoolAccounting -
University Of North Carolina At Chapel HillMasters Of Accounting
Frequently Asked Questions about Greg Sara
What company does Greg Sara work for?
Greg Sara works for Norfolk Southern Corporation
What is Greg Sara's role at the current company?
Greg Sara's current role is Salesforce Application Manager | Driving Innovation & Efficiency With the Digital Customer Experience.
What is Greg Sara's email address?
Greg Sara's email address is mg****@****ail.com
What is Greg Sara's direct phone number?
Greg Sara's direct phone number is 678-421*****
What schools did Greg Sara attend?
Greg Sara attended Unc Kenan-Flagler Business School, University Of North Carolina At Chapel Hill.
What skills is Greg Sara known for?
Greg Sara has skills like Start Ups, Strategy, Cross Functional Team Leadership, Budgets, Management, Leadership, Finance, Process Improvement, Business Planning, Strategic Planning, Financial Analysis, Change Management.
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