Josh Hines Email & Phone Number

Columbus, Ohio Area

Helping clients improve their Salesforce Organizations

Columbus, Ohio Area

Designed, Trained, and Implemented Sales Team transition to Lightning and redesigned their process to have better visibility into other items in our system as well as improve the overall flow for our usersRolled Customer Service team to Lightning with many improvements (Lightning Flow, Log a call, Path) that lead to a 25% drop in case duration, and a 20%.

Responded to user questions and problems regarding Salesforce CRMExperience working with Salesforce Sandbox and Production environmentsDeveloped custom objects to track Wrap-up codes on all customer contactsProvided user, client, and service maintenance and support in a 24 hour environmentCreated Reports, and Dashboards to improve reporting to managers.

Findlay, OH

Researched, analyzed, and resolved findings related to application issues Managed full life cycle projects for correcting issues and adding additional functionalityResponded to user questions regarding applicationsResolved user problems with hardware and software issuesTested, identified and reported systems issues related to upgrades, and projectsEnsured.

Received inbound calls from internal clients reguarding hardware and software issuesResponded to user questions regarding applications and hardwareResolved user problems with hardware and software issuesEscalated issues that can not be resolved immediatelyDocumented all phone interactions, and trouble shootingWorked with management team to improve privacy.

Assisted Customers with purchasing IT solutionsDeveloped improved reports for tracking sales statisticsEstablished relationship with customers that created additional salesManaged project to allow salesperson to work from home office out of state

Chillicothe, OH

Wrote reports in Excel, Access, and CMS for supervisors and mangersMonitored representatives on call to ensure time and adherenceProgramed Access database to remove paper process for exception proceduresUpdated supervisors on issues that were effecting the coverage areaApproved vacations and overtime based on forecasting on average volumesMonitored call.