Marvin Madamba Email & Phone Number

Newport Beach, California, Us

Burlington, Massachusetts, Us

• Rebuilt the Highwire Salesforce implementation, leveraging Record Types to customize experiences for different user groups.• Converted existing Workflow Rules and Process Builder processes into Flows.• Built multiple complex flows to automate daily processes, trigger notifications, and set record fields. • Scoped, developed, and built a contract management process in Salesforce that included alerts for activation, amendments, upcoming invoices, and renewals. As well as processes for auto-renewals, terminations, and expirations.• Scoped, developed, and built a Sales process that included auto-triggered flows to create opportunity tasks, validation rules to require the completion of these tasks before moving forward, and screen flows to help manage and review tasks.• Scoped, developed, and built an Account Management Framework as a guideline for success that included custom objects and scoring.• Support the integration of HubSpot, ZoomInfo, LinkedIn Sales Navigator, and SalesLoft with Salesforce.• Optimized HubSpot assignment and notification workflows.

Van Nuys, Ca, Us

As the Senior Salesforce Administrator, I am responsible for the support of 102 internal and 250 external users worldwide. I handle all the maintenance, growth, enhancements on the platform. Data Quality Measures• Lead validation rules were modified to ensure complete information is provided upon entry, which resulted in an increased conversion rates of above 50% the past two years.• I worked with Product Management to define the business rules for the data going into orders and implemented validation processes that enforced those rules when order submission was attempted. Success of validation process was seen in the rise in approval rate from 78% to 93% or orders being approved./I rebuilt the ordering process to include a change/update orders and spare part orders. This new process was audited for forecasting and management and was recognized as impressive, and addresses all ordering and communication elements specified by the QMS standard. Replaced antiquated contracts management process (Access) with new Salesforce process with automatic notifications of:• Contract activation• Contract approaching expiration• Contract expiration / termination• Contract amendmentsBuilt a support process using Cases which allowed a user to open a case from an account, opportunity, or by emailing the support email.Adoption grew by 10% after my first 6 months, then by 20% after my first year, and 33% after my second year.Currently rolling out Salesforce Lightning to my internal users and the new Salesforce Lightning Community to my external users.

Manager, Business Applications: September 2016 - December 2016• Managed System Administrators to ensure proper system configuration was in place, flexibility of the business was maintained, data was migrated correctly, and proper analytics were available to stake holders.• Improved business processes by evaluating existing applications to recommend technical changes and solution direction.• Supported critical business strategies by collaborating on the development and implementation of the solution. • Partnered with the product management team on requirements gathering and ensured developers met the defined specifications.• Defined, documented, and implemented policies and procedures related to application functions and usability.Senior Salesforce Systems Administrator: January 2015 - September 2016• Salesforce subject matter expert hired to work closely with the development partner to ensure they had our best interests in mind.• Successfully set the foundation for our Salesforce implementation by working with the business unit to identify business needs and working with the development partner to ensure those needs where met.• Defined an implemented the appropriate security controls to lock down complex visibility situations to ensure data was available to the right audience.• Helped in transitioning the core development partner to an entirely new development partner by working through the knowledge transfer between the development teams and Sky Zone.• Hired, coach, and guide an entry level Salesforce Administrator.• Created stories that were used in the development cycle to guide the developers in building out system functionality• Created user journey scenarios to aid in tying the stories together to ensure what was being built was meeting the business needs.• Assisted with the pilot system deployment by migrating data to production, configuring account settings, and smoke testing the system.

Boca Raton, Florida, Us

Salesforce Administrator, Global Process Management: January 2014 – September 2014 • Maintained system functionality while actively identifying and resolving problem areas. • Collaborated with the Development Team to address disconnects within the customer renewal process, resulting in accurate data flowing to downstream systems responsible for client renewals. • Defined, designed, and created a case management structure in Salesforce.com to bridge the gap between the Sales Operation and Business Operation teams. • Participated with various system wide teams to ensure timely deployment of each phase of the CPQ project. (Helped in requirements gathering, defining the scope of project phases, and liaised with core user groups and developers to ensure a timely deployment)OTHER POSITIONS I HELD WHILE AT BLACKBOARDManager, Support Services: July 2012 – January 2014• Migrated three new CRM systems of newly acquired businesses into Salesforce.com.• Redesigned the organizations Salesforce system by enhancing “account, opportunity, contact, and case” objects. This redesign improved Client Care’s usability and workflow. Users were much happier with the adaptability and efficiency of Salesforce.com.• Used an application called Milestones PM to manage my team’s projects. It allowed me to track project movement, assign tasks, and automate status change alerts.Integration Analyst: April 2008 – July 2012 • Migrated the data from our home grown CRM and the CRM of a newly acquired business into Salesforce.com.• Saved numerous accounts from canceling their service by defusing irate client situations, identifying the underlying problem, and addressing it.• Standardized our processes to streamline the delivery of solutions to our clients.

Us

• Process Improvement.• Maintenance, support, and enhancement of enterprise used SQL Server databases.• Code, test, debug, and document fully automated DTS processes.• I propose changes in the database model to meet the growing needs of the business.• Implement proposed changes into production.

• I managed the call volume• Completed hourly reports • Managed agent skill sets. • Forecasting daily call volume and staffing needs.

Greenwood Village, Colorado, Us

• I created, maintained, and analyzed daily, weekly, monthly, and quarterly reports• Compiled monthly and quarterly business reviews. • Combined workbooks to portray all key performance metrics. • Created macros to simplify various reporting processes.The other positions I have held during my employment with Teletech: Real Time Coordinator, Data Processor Operator I, Graveyard Supervisor, Lead Agent, and Customer Service Representative