• Configuration and administration of Salesforce Ultimate edition• Analyze and document business needs for system enhancements, propose and submit project changes, develop UAT test scripts, and conduct UAT testing.• Design, setup and maintain Salesforce standard objects and custom objects, including structuring user roles, security profiles, workflow rules, and process builder.• Develop, document, maintain and enforce data processes and procedures designed to improve and maintain a high level of data quality and integrity.• Setup and maintain data integration though vendor API and internal data warehouse, allowing for real time data updates in Salesforce.• Develop new and update existing Apex SQL code for changing business requirements. • Act as a single point of contact for all Medicare Broker Sales and Service teams across the United States for new user setup, data and access issues, questions, training, enhancements, and troubleshooting.• Create and update reports and dashboards used by Sales teams for tracking sales and marketing activities.• Monitor team adoption rates and respond as needed providing them with training sessions, communication and documentation as needed.• Maintain Salesforce certification credential through periodic release exams.

• Broker Commissions Subject Matter Expert• Communicate directly with commission vendor to troubleshoot system errors and system enhancements.• Assist sales teams to document proposed system enhancements for new products, business rules and rates structures.• Analyze business needs for vendor system enhancements, submit project changes, develop UAT test scripts, and conduct UAT testing.• Analyze commission system deficiencies, document proposed changes including benefits and risks, and submit to Policy Team for approval.• Initiate, test and implement internal system enhancement projects to maintain compliance with rules and regulations.• Train associates on vendor system enhancements including identification of system defects.• Develop training materials and train new associates on department policies, procedures and business functions.• Conduct annual Medicare team training on business and compliance rules.• Benchmark error trends to develop additional individual training plans.• Analyze Medicare Broker Commission’s processes to ensure compliance with all company policies and procedures, and implement changes as needed.• Create and maintain desktop procedures, and update policy and procedures as necessary.• Generate write up reports for identified deficiencies including formulating a corrective action plan.• Assist with creating and building universes for Medicare Broker Commissions internal and external audits.• Member of the Callidus Customer Advisory Board.• Conduct training and provide support via WebEx or onsite with Medicare Brokerages to better understand the Voice of the Customer.

• Conducted software systems training to over 200 associates across the western United States.• Provided on-call technical support for appraiser associates, managers and directors. • Troubleshoot system issues and document changes for system enhancements.• Train new hires on system software, appraisal department policies and procedures.• Create desktops for appraisal department policies and procedures.• Provide quarterly training for appraisal associates on business rules and state regulations.• Test and implement system enhancement projects for appraisal department software.