Kelley Austin is a Dallas-based full-service Salesforce consultancy that helps brands and businesses drive revenue and connect with their customers through the power of Salesforce. As a Salesforce Summit Partner, our expertise spans Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, Revenue Cloud, Field Service, and more. The Kelley Austin team has successfully delivered hundreds of projects and takes pride in our diverse industry expertise. While Salesforce brings customers and companies together, Kelley Austin helps you put plans into action so you can get the most out of your investment. Let's Solve Things together!

• Enhance Salesforce efficiency with advanced automation, intuitive reporting, and user-friendly configurations, ensuring seamless scalability and performance for multiple clients. • Spearhead end-to-end project management and coordination, effectively prioritizing client requests and ensuring seamless execution within Salesforce instances.• Demonstrate expertise in Salesforce, performing configuration tasks such as automation processes, Approvals, Salesforce Flows, validation rules, and custom object best-practice management.• Resolve complex technical issues and provide org-wide troubleshooting, ensuring optimal system performance and user satisfaction.• Play a vital role in data management by conducting comprehensive data review, manipulation, and quality management using tools like Validity DemandTools.• Develop and deliver impactful client training sessions, empowering users to maximize their Salesforce experience and improve overall productivity.• Act as a proactive client relationship manager, fostering strong communication and offering best-practices alternatives to optimize business processes within the Salesforce ecosystem.

• Support the Sales Revenue Operations and GTM teams by leading discovery, requirements gathering, solution design, document creation, QA & UAT testing, and project management for Salesforce projects.• Drive additional leads by working with the marketing team to integrate software like ZoomInfo and Marketo as well as create marketing automation.• Create Salesforce documentation, FAQs, and training videos for all levels of users within Sales Cloud.• Lead reports and dashboard creation to facilitate business growth and operational understanding.• Update and create new Salesforce configurations through flows, validation rules, approvals, fields, permission sets, page layouts, and lightning record pages.• Assist with advanced Salesforce projects, such as CPQ implementation, Groove implementation, Spek-It implementation, and currency and exchange rate management.

• Implemented an industry-specific customer relationship management system (CRM) and provided continued administration and training for all business roles.• Overhauled business processes to create a streamlined and efficient office with a 25% increase in productivity.• Utilize the Microsoft Office and Google suites of products to create documents including emails, reports, contracts, authorizations, and insurance claims.• Managed the front office team to ensure all deliverables are complete and all customer requests have been handled to ensure a positive and efficient customer experience.

• Held consulting sessions with business owners to discover their business goals, determine current business processes, identify areas for improvement, and develop an actionable plan to achieve their goals.• Implemented CRM software and served as administrator where I set up workflows, integrations, reporting, and managed customer accounts, users, support cases, and live chat.• Coached members in weekly live training sessions and created a library of over 300 recorded training videos focusing on customer experience, digital marketing, sales psychology, SEO, website building, photography, etc.• Accelerated business growth from a new startup to a six-figure business within the first two years utilizing a subscription-based business model.• Managed a team of five by delegating tasks, providing feedback and training, and facilitating professional development.

• Completed Salesforce Administrator tasks such as creating up new fields and workflows, email templates, reports and dashboards, streamlining processes, troubleshooting, and user management.• Created and implemented business process updates within Salesforce Service Cloud to increase the efficiency of the technical support team.• Collaborated with Product Management, QA, Technology, and client-facing teams to propose, implement, and test new functionality and resolve defects within the existing software using agile development.• Served premier-level clients by answering questions, providing product suggestions, giving training, and escalating cases.• Delivered weekly product-specific technical training to business teams which helped staff when interacting with client admins and end-users.• Created and maintained a robust documentation library with over 150 articles and FAQs using Salesforce Knowledge.

• Assisted premier-level customers through phone and email support cases with advanced technical issues for the company’s SaaS products using Salesforce.• Evaluated support cases based on urgency, number of clients affected, scope and escalated accordingly.• Organized and led a monthly meeting between the Client Implementation Managers and Support Team and presented ideas for cross-team communication and product improvement. • Completed Salesforce Administrator tasks such as setting up new fields, creating email templates, editing processes, troubleshooting, and user management.