Isaí Sánchez Email & Phone Number

- Implemented and maintained integrations with third-party applications (DocuSign, Klarity,Outreach, Drift) to enhance Salesforce functionality.- Conducted regular system audits to identify and resolve any issues related to configuration anddata.- Collaborate with stakeholders to gather user requirements and customize Salesforce to meetspecific business needs.- Worked closely with cross-functional teams to understand user workflows and customizeSalesforce accordingly.- Developed and maintained documentation for user management processes and best practices.Conducted regular audits to ensure data integrity and compliance with user access policies.

Costa Rica

- Assisting clients in the design, business architecture, process development, functional implementation, and support of Salesforce CRM Applications. - Building SFDC architecture and platform. Effectively run business user design and user experience sessions. - Practicing consulting skills, business knowledge, and SFDC CRM experience to lead business / functional discussions with the client and internal teams. - Committed to understanding clients’ business pain points and offering solutions to address leveraging salesforce.com platform/ solutions. - Providing experience in designing automation tools to enforce business processes. (Workflow rules, Approval processes, Flows, Process Builders, etc) Familiar with executing system and user acceptance testing, user adoption, change management, and training methods.

Costa Rica

• In charge of designing, planning, and implementing user authentication measures (SSO & MFA) with a scope of 150 users.• Monitored team's adoption rates and responded as needed providing them with training sessions, communication, and documentation. Designed, set up, and maintained Salesforce standard objects, custom objects, and junction objects, while also structuring user roles, security profiles, and workflow rules. • Managed the database for the team's regions and performed basic administration, de-duping, and cleanup procedures.• Experience with incident management in three different environments (Sales Cloud, Service Cloud & Experience/Communities) •Developed reports, dashboards, and processes to continuously monitor data quality and integrity

Costa Rica

•In charge of the installation and configuration of the Work.com package. •Implemented solutions that resolved system errors and data issues to avoid downstream effects on service teams.•Designed and implemented service applications that envelop the set-up of knowledge, Omni-Channel, and chat among other objects and tools.•In charge of setting up the organization's data accessibility model.•Completed implementations serving over 120 users.

Costa Rica

•Continuously creating and maintaining processes to complete daily tasks. Administrate and analyze processes along with stakeholders and user needs to ensure a positive user experience. •Responsible for leading workflows; including coaching and developing team members to meet and exceed targets on those workflows, escalating issues to the management team, and reporting on progress and achievements.•Participate in automation solutions between cross-functional teams and validate the launch of proposed solutions. Main achievements -Served as process Support for two support processes and process owners-Implemented metrics for two skills to monitor the team’s performance, creating both from scratch and ensuring their continuous automation, resulting in a reduction of 442 hours of annual resources.-Created a new dashboard based on the previously mentioned metrics that enabled the business to make more informed decision-making, resulting in a reduction of 260 hours per year and a reduction in human cost of 676,000 colones. -In charge of the creation and migration of data to a SharePoint site to automate the processing of data from our client and facilitate collaborative work followed by a reduction of 234 hours per year and a reduction in human cost of 608,400 colones

Costa Rica

Main achievements •Served as a quality auditor for a team of twenty associates.•Calibrated up to seven topics with the respective stakeholders (Accommodation Consultant Ops Manager, Intake Ops Manager, Senior accommodation consultant, and DLS Master Specialist) and coordinated the implementation of an SOP for the intake population•Served as a mentor for five associates, coaching them with their call structure, soft skills implementation, and average handle time.•Worked on the revamp of the support materials of the intake department.

Costa Rica

•Providing personalized technical assistance from the Amazon Web Services to Premium Sellers on Amazon.com, and Amazon.ca with their accounts, inventory, payments, processes, and Amazon policies whenever and as frequently as their business demands. •Trained over four Gemba champions.•Coached and follow up with over ten associates throughout the process improvement process.•Coordinated and deliver workshops related to the implementation of the new process. •Created a mechanism to address the WFM environment regarding associate floor support and product questions to provide an answer in a timely manner and minimize the change to a WFM modality.