• Managed Salesforce for 300+ users in Sales, Service, and Experience Cloud; promptly resolved issues to ensure uninterrupted operations.• Strategized Aha! idea backlog with the CRM team, prioritizing systematic enhancements.• Partnered with Business Owners and Program Managers using Agile methods for efficient project execution.• Led the strategy for Transportation Electrification programs in Salesforce, guiding customer journey from intake to qualification.• Developed and launched the Energy & Emissions Estimator tool to highlight the advantages of electrification, and to cultivate partnerships with PGE.• Facilitated cross-organizational collaboration through peer-engagements.• Coordinated Plutora releases with offshore team to ensure stable deployments.• Integrated JotForm with Salesforce and utilized Twilio for automated SMS messages, streamlining lead creation and the customer transition.• Collaborated with developers to sync Salesforce with Oracle Analytics, Tableau, and Snowflake, Matillion, enhancing data flow and reporting.

• Served as the first point of contact for the Salesforce Org and managed daily operations and issues with FinancialForce ERP, Sales and Service Cloud supporting 200+ users.• Managed and optimized project workflows using Asana, enhancing task prioritizationand project delivery timelines.• Conducted regular training sessions for users, emphasizing the utilization of Salesforce's out-of-the-box functionalities to optimize processes and improve user engagement.• Utilized Conga for accurate quote creation and to automate email notifications, enhancing communication flows.• Administered Salesforce, involving user account maintenance, customization of fields, page layouts, and developed user-friendly reports and dashboards.• Acted as a liaison, coordinating between users, vendors, developers, and consultants, ensuring smooth operations and successful project implementations.

• Administered Salesforce daily, resolving user issues, troubleshooting bugs, addressing support tickets, and providing user training for optimal platform use - 300+ users.• Enhanced reports, dashboards, and processes to uphold data quality, minimize duplicates, and improve platform data cleanliness.• Refined system functions by optimizing approval processes, workflows, lead assignment rules, and other customizations.• Partnered with the Ecommerce team to leverage Salesforce for enriched online customer experiences.• Integrated HubSpot with Salesforce, streamlining lead transition and improving lead management.• Conducted UAT testing, oversaw data mapping, migrated Salesforce components, and managed production deployments and changes.

▪️ Led day-to-day operations, enhancing customer service delivery and team performance across the Asia Pacific region.▪️ Coordinated quarterly training sessions and webinars, boosting product knowledge and technical skills.▪️ Conducted bi-weekly one-on-one coaching and performance reviews, fostering individual growth and team excellence.▪️ Implemented strategies to improve customer experience and support, ensuring high satisfaction levels.▪️ Streamlined communication and feedback mechanisms between the team and customers to enhance service responsiveness.▪️ Oversaw the integration of new service protocols to adapt to changing customer needs and market dynamics.▪️ Developed and maintained robust customer service metrics to track performance improvements and identify areas for further enhancement.