o Provided advisory services to clients with Salesforce implementation/transformation system initiativeso Worked with clients across US, Europe, and Latin America locationso End-to-end project experience in various roles including: business analyst, defect management lead, project manager, deployment lead, UAT lead, cut-over lead, and engagement manager

o Helped implement a global quality monitoring program inside TAC- Technical Assistance Center (US, India, EMEA, APAC) to deliver uniformed, world-class customer service; customer satisfaction surveys classified our services top 20% of all tech companies in the nation –earned prestigious JD Power certified award in 2014 o Designed and built rigorous service quality standards encompassing best practices for support ticket, phone, email, and web customer engagements; established foundational performance benchmarks across all teams part of support (Level 1 &2, Escalations, Return Material Authorization teams)o Served as lead in designing processes, building functionality, and sustainment of quality monitoring application- VPI (Voice Print International), enabling support departments to evaluate representatives’ cases, computer screens, and phone engagements; responsible for all tool’s technical issues, system upgrades, and enhancementso Led monthly quality performance reviews with leadership teams at director & VP levels presenting quality performance trends across all support teams/regions, customer survey feedback, and areas of improvement with corrective action planso Developed all support manager and agent quality methodology training infrastructure including: repository locations in SharePoint, training documentation, orchestrated voice samples of good/bad call engagements, live training for each region, and VPI system navigation tutorial videos for evaluators

o Provided service to world-wide customers requiring: technical support on their live networks, remote network monitoring, replacement of hardware assets (RMAs), and assistance with self-service portal resourceso Served as a subject matter expert in a major SFDC service cloud implementation for all global support departments with creating use cases, gathering of business requirements, and developing “to be” process designs o Translated new functional processes into detailed, step-by-step test scripts to be used and the end of each sprint and user acceptance testing (UAT); tested and provided requirement satisfaction input o Supported with change management efforts including advanced development of informational videos and end user CRM training to facilitate early adoption and smooth transition prior to go-live

o Served as lead recruiter for Extended Opportunity Programs and Services program engaged in variety of efforts including the delivery of educational presentations to diverse populations around the community encompassing public schools, community events, and correctional facilities; assistance of community college admission procedures and support with financial aid applications (i.e. FAFSA)o Led the management of San José City College’s lending library of books & calculators to serve students from low in-income backgrounds in need of additional assistanceo Worked on designing and acquiring new recruitment materials including EOPS resource locations within SJCC’s website and pamphlet hand-outs providing overviews of SJCC’s service offerings; managed relations and negotiations with 3rd party vendorso Coordinated entire 2009 “La Raza Commencement” graduation ceremony composed of 400 college graduate and guest attendees; managed relations with hotel services, entertainers, and vendors of graduation sashes

o Provided service offerings to high school students from leading extended math programs during and after school aimed to improve student performance in mathematics to supporting students with financial aid applications (i.e. FAFSA) for college readinesso Coordinated logistical planning and facilitation of neighboring college tours where we brought students from local schools shared with them a "day in the life" of a college student

o Managed account receivable aging reports and provided weekly status on projected sale revenues; Maintained customer relations with clients through daily friendly reminder calls to collect past due invoiceso Helped organize Business Journal's signature event “Book of Lists” networking event composed of 1,500+ professional guests by handling/maintaining attendee registrations, coordinating venue reservations, planning out event set up design structure, and managing 3rd party partnerso Worked with Circulation department on weekly subscription reports to measure organization's on-going performance