• Strategic Leadership: Spearheaded the implementation of Duravant's Salesforce platform, managing six Salesforce Orgs, serving as the primary technical leader and establishing a functional strategy, steering committee, and strategic roadmap for over 1200 users.• Cross-functional Collaboration: Collaborated with subject matter experts across multiple operating companies to understand requirements and built solutions leveraging Salesforce in areas including Field Service, Sales, Pricing, and Marketing Automation.• Technical Proficiency and Innovation: Demonstrated expertise in Salesforce administration and functional development, including the design and implementation of new configurations and automation within the Salesforce Platform, ensuring adherence to best practices in a multi-company environment.• Training and Support Leadership: Established and facilitated Subject Experts and User Training, ensuring all administrative needs were met leading a team of two full-time Salesforce Administrators and providing ongoing support, maintenance, and improvement for the Salesforce platform.

Promoted to Team Lead within my first 3 months to manage a team of 3 Salesforce Administrators.

• Serves as primary system administrator for Salesforce.com with 600+ current users and potential for hyper growth.• Migrating from an internal CRM to Salesforce, launched 14 new university customers simultaneously.• Leads and implements declarative development.• Works in a global environment on an established IS team acting as a leading team player working directly with Admissions (Sales), Marketing, Workforce Management, and IT in developing suitable processes to support administration, development, and change management activities.• Effectively acts as the liaison between our users, vendors and the internal IT team.• Works independently with members of the user community to define and document implementation requirements and assist in training of new users, and grow the Salesforce.com skill set across the organization.• Handles all basic administrative functions including; user account maintenance, reports, dashboards and workflows; completes regular internal system audits and prepare for upgrades.

• Collaborated with staff to collect feedback on pain-points and concerns about the original implementation of Salesforce. After completing a full review of users, profiles, security access and settings, relaunched the Organization to the Foundation, complete with training, weekly office hours, and ongoing maintenance. • Drove the project to complete the API connection between Salesforce and GivingData, which allows Foundation grants, programs, and prize teams to easily update data from either application.• Cleansed data from old subscriber lists and created profile management to allow end-users to set preferences, choosing the information they would most like to receive. This exercise saved the Foundation 30% annually from unsolicited communications and individual clean-up efforts. • Implemented Zendesk for 125 staff members from start to finish with full administration, saving the Foundation $10k from outside consultant fees and optimizing efficiency of internal communication.

• Worked closely with stakeholders to discuss and design new Salesforce enhancements.• Customized Salesforce.com fields, page layouts, record types, validation rules, workflow rules, reports, and dashboards• Managed mass imports and exports of data

• Created a custom-object to track all at-risk information from over 10,000 contractual customer documents; created and distributed weekly reports to all stakeholders• Interviewed stakeholders, created user stories and consulted on the migration of an older instance of Salesforce to the new instance• Collaborated on designing, implementing and executing the process to migrate 3500+ customers to the new Nasdaq-Boardvantage product• Created stories and work flows for implementing the net-new order management process for the acquisition of the Boardvantage products into the Nasdaq greater global solution products

Promoted to drive continuous improvement and lead the team delivering exceptional customer care to 85,000 users across 2,300 accounts globally. Direct a team of 15 support staff and collaborate cross-functionally with 40+ Account Managers and an on-boarding team of 10 to provide 24x7 availability to users in North America, EMEA and APAC. Coordinate with engineering and management on alignment strategy and execution to deliver against company objectives for product quality, renewals and user base growth. Manage reporting on all support analytics.SELECTED HIGHLIGHTS:• Consistently delivered 97%+ renewal rate across all customers, resulting in $25M in annual revenue with incremental year over year growth• Developed and deployed a customer satisfaction survey system to monitor client feedback, demonstrating 92% overall satisfaction rate in inaugural survey• Expanded support organization to provide broader global coverage, implementing Slack to enhance and facilitate team communication; Designed and implemented an internal training program for all support staff• Led internal vendor selection process to orchestrate a company-wide video and teleconferencing solution transition from WebEx to GoToMeeting• Designed, setup and maintained Salesforce standard objects and custom objects, while also structuring user roles, profiles, permission sets, sharing rules and workflow rules.• Configured and administered Salesforce.com enterprise edition to support vital business functions across marketing, sales, support and account management

Managed 24x7 customer support across multiple time zones. Hired, trained and mentored team to deliver high customer satisfaction. Prioritized and managed caseload using Salesforce, Parature, Bugzilla and Jira. Worked with Account Managers to handle technical escalations. Served as liaison to management and engineering on new product features and enhancements. Presented weekly QA reports to prioritize issue resolutions prior to product release. SELECTED HIGHLIGHTS: • Drove client satisfaction and delivered 100% customer renewals for 7+ years, personally managing more than a dozen legacy accounts• Grew support organization to 12, more than doubling the team to serve an account base of 1500+ with more than 70,000 users worldwide• Implemented from start to finish, an online support portal with knowledge base, ticketing system and online chat support• Researched and implemented an IVR phone support system for the next generation platform• Recruited high caliber talent, grooming more than half of hires for promotions to the manager and director level across the business• Provided support and training to 150 Salesforce users worldwide and acted as the primary point of contact for end-user support and third-party tool integration for purposes of data export/import

Promoted in less than a year to manage key accounts and drive incremental revenue growth by increasing seat licenses with annual customer renewals. Delivered training, implementation, roll out, and continuous support of assigned accounts. Led pre-sales support through demos, presentations, and technical due diligence sessions.

Delivered multi-channel user support. Established case management processes and best practices. Initiated documentation procedures utilizing CRM. Tested new product enhancements before release. Provided in-depth technical support to clients and account managers. Maintained low call length with near 99% first call resolution.

Started and grew a successful business from the ground up. Recruited diverse talent including graphic designers, programmers and photographers to build and maintain websites for small businesses. Directed business and technical development. Researched, employed, and implemented the latest technology for interactive websites for clients in the construction contracting, real estate development, and non-profit sectors. Performed SQA analysis using web browsers on major operating platforms.

Responsible for assigning daily tasks, delegating responsibilities, and monitoring performance for team of five developers. Accountable for workstation and network systems customization, updating, and troubleshooting. Selected, purchased and installed new hardware and software. Researched software and website interactive methods to enhance value of clients subscribing to online business community. Key Accomplishments:• Grew a start-up development team from scratch.• Designed and built 56 web sites in 36 hours to launch the company.

Created and maintained a daily corporate reporting summary of member services efforts for 22 call centers. Acted as the primary point of contact for all procedural issues originating in the call centers. Monitored and responded to any potentially harmful or threatening situations reported on the AOL network.Key Accomplishments:• Successfully handled life-threatening situations and brought in local law enforcement to complete welfare checks on troubled chat room participants.

Charged with researching and fixing personal computer technical issues for AOL members. Monitored and evaluated overall customer care response times. Specialized in hostile and challenging customers. Key Accomplishments:• Consistently rated high in customer service relations.