Keith Garner Email & Phone Number

Denver, Colorado, United States

Responsibilities:In my most recent role, I led support operations for the Pfizer PAP Connect application, enhancing patient-prescriber connections to ensure timely access to free medications for underserved populations, ultimately improving healthcare outcomes and operational efficiency. It was I who collaborated with cross-functional teams to design, implement, and deploy high-quality Salesforce features, boosting system functionality and user satisfaction. Moreover, I directed Salesforce development efforts, aligning technical solutions with strategic business goals and user needs to deliver impactful, user-centric features.Major Contributions:*​Proactively managed the RAID Log through Concourse, identifying, tracking, and mitigating risks to ensure project success and alignment with milestones and business objectives.*​Drove team collaboration and accelerated delivery by prioritizing and refining the product backlog, leading agile sprint planning, reviews, and retrospectives.*​Fostered continuous improvement and innovation by analyzing product performance metrics and user feedback, enhancing user experiences.

Denver, Colorado, United States

Responsibilities:During this position, I acted as the primary liaison between Sompo leadership and project teams, overseeing the successful implementation and ongoing support of a caregiver benefits application. In addition to that, I ensured alignment with strategic business goals and end-user needs. Furthermore, I collaborated with key stakeholders to gather business requirements and translate them into detailed technical specifications, driving the development and enhancement of application features.Selected Accomplishments:*​Oversaw project timelines, budgets, and resource allocation using Azure DevOps, ensuring the on-time delivery of Salesforce initiatives while maintaining strict budget control and maximizing resource efficiency.*​Streamlined the product backlog, leading agile sprint planning, reviews, and retrospectives to optimize team alignment, boost performance, and accelerate delivery cycles.

Denver, Colorado, United States

Responsibilities:In this role, I provided Level 2 Salesforce support for a plasma donation management application, ensuring the seamless resolution of complex issues and continuous optimization of performance. I was known for delivering expert support, swiftly addressing critical issues, and maintaining high application reliability and user satisfaction.Key Achievements:*​Created and documented detailed user stories and acceptance criteria in Jira, ensuring clear, actionable development requirements and aligning technical solutions with business needs.*​Partnered with key stakeholders to gather requirements, prioritize features, and ensure effective communication between business and technical teams, driving successful project outcomes.*​Collaborated with CSL Plasma Leadership to escalate unresolved issues, enhancing overall system functionality and improving the end-user experience.

Denver, Colorado

Responsibilities:During this position, I resolved client issues with urgency, ensuring prompt resolutions and maintaining high customer satisfaction. I was known for developing and maintaining comprehensive documentation for system configurations, processes, and procedures to ensure consistent service delivery. I also conducted root cause analysis of recurring technical issues, recommending solutions to prevent future incidents.Major Highlights:*​Optimized system performance and user engagement by designing, testing, and implementing high-quality Salesforce features and enhancements in liaison with development teams.*​Drove seamless user experiences and high operational efficiency by providing expert Level 2 Salesforce support to over 40,000 PwC users.

Responsibilities:In this role, I directed Salesforce administration for 2,000+ users, optimizing case and opportunity management to streamline customer requests and sales processes. Furthermore, I led a team operating an assist line, driving first-call resolution and improving support efficiency. Additionally, I managed client communication throughout the resolution process, ensuring clarity and maintaining high client satisfaction.Key Accomplishments:*​Progressed through multiple roles within the company, starting as a Participant Service Representative and advancing to Senior Participant Service Rep, Assistant Manager, Manager, and ultimately Senior Manager of Customer Support, demonstrating strong leadership, dedication, and continuous professional growth.*​Utilized case management tools to track issues, monitor resolution times, and identify root causes for over 300 new issues daily, improving problem-solving processes.*​Ensured a smooth migration and minimal disruption to operations by serving as the subject matter expert during the successful transition from Remedy to Salesforce.*​Drove increased user adoption and system efficiency by gathering and addressing Salesforce requirements in collaboration with multiple departments.*​Led a team of 24, providing critical support to a call center of over 400 associates with a focus on optimizing customer service and issue resolution.