Jonathan Fray Email & Phone Number

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

• Serve as a liaison between FDB's Commercial, Finance, and IT Teams to design enhancements and process improvements in Salesforce, Gainsight, and other commercial applications.
• Responsible for managing FDB's data integration projects using MuleSoft by leading offshore consulting teams helping with this.
• Lead multiple projects in Salesforce, such as upgrading users to Salesforce Lightning, migrating old Apex code to Flows, automating account assignments, etc.
• Experience setting up data integrity rules using RingLead and cleaning up duplicative and old data in our Salesforce environment.
• Serve as the technical person for any questions Sales or Contract Admin teams have regarding Conga CLM and participate in upgrade Conga CLM in our Salesforce environment.

Indianapolis, Indiana

• Served as the initial point of contact for specialized day to day problem resolution and process clarification
• Helped develop best practices for Customer Support vendor-end user functions and manage the FDB online Community
• Led policy and process improvements to improve our customer experience based on careful observation and analysis
• Developed and maintained a complete understanding of all of FDB's solutions, issues, forthcoming enhancements, and services
• Delivered an exceptional on-boarding experience including developing a post-implementation service plan to key accounts that resulted in a high level of customer satisfaction
• Facilitated the implementation and post-implementation adoption of FDB's solutions, developing recommendations that addressed critical success factors

Indianapolis, IN

• Triaged and responded to over 150 cases per month, being the liaison between FDB's Editorial, Clinical, and Technical departments and the end-customer.
• Designated as the Gainsight Administrator and assisting in the software's implementation in order to help FDB's CSMs manage their accounts more effectively.
• Managed the FDB Community access and wrote articles on various topics so FDB's customers could find some frequently asked questions on their own.

Indianapolis, Indiana Area

Worked in the customer care team making outbound calls to dentaloffices and upgrading their electronic claims submission software tothe latest versionGave training on the new web-based features of the new version andconfigured our software to work with different practice managementsystems making sure claims are being processed successfully

Foz Do Iguaçu Area, Brazil

Worked as both a translator and project manager in Portuguese,English and Spanish translation projects for Brazilian companies suchas Gerdau, Sadia, Petrobrás, Bovespa, etc. as well as internationalcompanies such as Healthways International, Toshiba, Sony, Allergan,Carlson Wagonlit, etc.

Foz Do Iguaçu Area, Brazil

• Approved SDL Reseller in Brazil with average gross sales of USD 92K yearly
• Awarded NASA (North and South America) SDL Reseller of the Year 2016, selling more than any other reseller in North and South America
• Provided customer support, answering questions and solving problems related to SDL’s Language Technology software
• Marketed and sold software to independent translators, translation agencies, large corporations and governmental agencies, including the Brazilian Presidency
• Created an online store to sell software licenses, streamlining the sales process and dramatically reducing administrative overhead
• Represented SDL in Brazil for four consecutive years at the annual Abrates International Translation and Interpretation Congress in Brazil