Melissa Shook Email & Phone Number

200 Applied Parkway, University Park, IL, US

San Francisco, California, US

• Owned and managed Salesforce– including user management, automations. data integrity, Apex code, and both custom and managed package integrations.
• Implemented Salesforce Sales Cloud for 100+ users. Built out data structure, designed business solutions, and created reports to inform business decisions.
• Worked closely with internal and external business partners to implement Salesforce Service Cloud for support team that was using Zendesk. Integrated Service Cloud with Salesforce Experience Community and Einstein Chat.
• Integrated company database with Salesforce using Dell Boomi and integrated Pardot with Salesforce, moving from HubSpot.
• Provided support for all Salesforce users and business stakeholders using Jira and an agile project management system.

Austin, Texas, US

• Developed customized solutions within the Salesforce platform to support critical business functions and meet project objectives, client requirements and company goals
• Engaged with Customer Support, Engineering, Professional Services, and other teams to develop solutions and resolve issues uing both declarative tools and custom code
• Provided system administration support of the Salesforce environment, especially related to customized applications, user permissions, security settings, custom objects and workflow
• Developed Salesforce.com Apex, VisualForce, and corresponding functional and unit tests

• Solves business challenges and identifies solutions for internal and external stakeholders. Acts as the Salesforce technical expert for the company. Educates employees and management on the capabilities of Salesforce.
• Implemented and automated Adobe E-sign for Salesforce. Used Apex to automatically send an e-sign agreement when a Lead is converted to an Opportunity.
• Designed and bulkified triggers that attached new prescriptions to the correct patient and vice versa.
• Gathered business requirements, developed solutions, and implemented dozens of new business processes using standard and custom objects, custom fields, formulas, workflow rules, validation rules, approval processes.
• Created Contract record types, email templates, and email alerts to notify personnel when a contract is about to expire.

Austin, Texas, US

• Delivered innovative, high quality business solutions to the entire company using Salesforce.com. Collected requirements through face-to-face meetings, developed a plan of action, and then implemented new enhancements.
• Migrated our existing helpdesk ticketing system into Salesforce.com Cases. Configured security, page layouts, picklist values, email-to-case settings, record types, queues, list views, email alerts and templates.
• Built multiple custom objects including one that pulls data from a stored procedure in SSIS that uploads data from an internal server into Salesforce.com each night. Wrote an apex class and visualforce page to present.

Austin, Texas, US

• Gathered business requirements to configure three custom Salesforce.com applications for multiple groups within the Customer Energy Solutions department. Designed, documented, built, tested and deployed Salesforce.com.
• Performed data imports, data integrity and manipulation tasks such as merging duplicate records and mapping fields using Dataloader.io.
• Created reports and dashboards for project managers used for high-profile stakeholder meetings.
• Used expertise of business processes and users in the system to understand cross-functional impacts with regard to configuration, process, and database design.
• Designed and implemented a data collection and data management system for a multi-million dollar project funded by the Department of Energy using MS Access.

• Analyzed and created reports, pulling out significant data worth highlighting, and specializing in deep dive, multi-source research requests.
• Worked with internal and external customers to map, validate and analyze data, and presented results to senior management via PowerPoint.
• Developed a comprehensive documentation of business processes including a workflow diagram and step-by-step instructions.
• Managed research project with multiple stakeholders and objectives using the PMBOK methodology.

• Reviewed expense reports to ensure all grant money was spent according to federal and state guidelines (over 50 stakeholders for over $2 million)
• Proactively identified issues in ongoing financial reports, investigated the cause and resolved errors
• Collaborated with Principal Investigators to achieve mutual objectives while facing competing priorities

New York State Developmental Disabilities Planning Council 2005-2006Developed external relationships and supported program staff with diverse mission needs through in-depth background research, analysis and overall supportDeveloped critical database identifying regional advocacy service providers Participated in the departmental review and overall.

Managed 20+ loan packages simultaneously, researched and resolved various credit/title issues, verified employment and related loan issues with customers and vendorsOrganized and communicated numerous issues with customers, outside title and credit agencies, underwriters, loan officers and vendors to problem solve and verify issues critical to any loan.

Master, Public Administration; Budgeting And Public Finance, 2006

Bachelor Of Arts, Political Science