Joshua Gates Email & Phone Number

Portland, Or, Us

Portland, Oregon Area

Provide strategic planning for individual, multi-customer and ISV escalations with a focus on new functions, malfunctions, feature gaps and overall performance within Salesforce Lightning and Core Platforms, Einstein Analytics, Heroku, and Shield.Act as a conduit between Success Management and technical teams in Product Management, Software Engineering and CATT (Critical Accounts Technical Team), managing the individual resources focused on the issue at hand, while also maintaining a high level perspective on long term resolution and customer trust up to the executive level.Seek out trends and issues that are under-served, and/or may not yet be on the company radar, but will have a wide ranging impact on customers and their success on the platform. Then work to build cross functional teams to create and execute action plans to not only raise these concerns to stakeholders, but generate road maps and far reaching solutions for current and future customers.

Portland, Oregon Area

Developed and deployed protocols for handling customer escalationsExamine each customer's unique situation and develop action plans to resolve their issuesEngage internal resources and drive resolution to restore customer confidence and SuccessMaintain escalation records and ensure Escalation Management is engaged as necessary

Hillsboro Or

Troubleshooting configuration issues for all Salesforce Out-Of-Box productsBuilding custom processes and automation to meet business needsDocumenting Bugs, Known Issues, and creating Salesforce Knowledge articlesWorking collaboratively with internal specialty teams to ensure the customer's needs are met and expectations are surpassed.Providing creative solutions to improve customer org data models and integration implementationPursuing Subject Matter Expert status for Lightning Process Builder, Live Agent, Omni-Channel and Salesforce Communities.Path-finding my way to becoming a Salesforce ArchitectHaving a complete blast with my team every day!

Portland, Oregon Area

Took the initiative to master Salesforce application development in order to create custom business solutions.SFDC ADMN 201, 211, Platform App Builder, and Platform Developer I CertifiedStudying different security models and learning how to apply them in an organizationExpanding knowledge of Apex and Visualforce to further enhance the declarative platform

White Shed

Hired as a bartender by pub manager and was promoted to current position because of my strong interpersonal skills. Responsibilities were expanded to include Bar Trainer after proving my ability to drive sales and customer satisfaction. Designed and implemented customer service strategies within the service areaExpanded service area to increase sales throughout seasonal "down times"Trained and tested new employees in service protocols and technical requirements

Pocatello, Idaho Area

Hired by Food & Beverage Director as bartender. Quickly promoted to Lead Bartender because the marketing and community outreach strategies I designed increased sales and customer retention. Hired, scheduled and trained lounge staffDeveloped customer satisfaction and retention protocols within the companyManaged Micros POS database, streamlining server side use and inventory controls