• Led CRM-business process integration, focusing on operational efficiency and user support.• Handled ad hoc report and dashboard requests, contributing to data-driven decision-making and user support.• Implemented system efficiency initiatives, leading to improved customer satisfaction.• Managed change initiatives, including user training and adoption strategies.• Analyzed and fully documented company business processes, redesigning key processes to optimize the capabilities of Salesforce Sales and Service Clouds.• Integrated third-party solutions, such as credit checking and VoIP telephony, to enhance system functionality and streamline operations.• Led the transition from on-site to remote work during the pandemic, ensuring seamless operations and continuity of services.