Salesforce.com System Administrator for Thirty-One Enterprise. Areas of responsibility include but are not limited to: User maintenance and support, overall system security, data quality, data import/export, Omnichannel/Chat and reporting/dashboards. Design and build customizations and automations including Flows, Apex, Approval Processes, Knowledge, On-Site backups, and contact center integrations. Collaborate with internal and external business partners as required to maintain data integrations between ERP and Event Management applications. Department lead for assigned business projects, system implementations, and enhancements to support all of Sales Field Support and our Sales Field from initiation through requirements definition, design, build, test and deployment. Coordinate multiple projects simultaneously such as IVR, SFDC/CRM, CTI, Call Recording, WFM, Event Management, and Telephony Routing in Call Center, Shared Services, Sales Field Support, and the Sales Field. Work closely with department subject matter experts to identify system and business solutions to support departmental and company-wide strategic initiatives. Oversee project deliverables for budget and time constraints. Act as functional liaison with IT on projects and implementations impacting Sales Field Support. Support the maintenance and growth of call center technologies. Analyze business processes for improvements in efficiencies to reduce costs and improve the quality of customer service through the use of technologies.

Responsible for gathering requirements of new technology initiatives for Customer Service and Order Management business units, and review of technical and functional designs thereof. Devises testing plans and assembles user acceptance testing teams for aforementioned initiatives. Works closely with SMEs to assemble training documentation prior to release of new technology. Liaises with IT to monitor progress and ensures requirements are met. Acts as administrator for Customer Service and Order Management teams for Salesforce.com CRM. Responsible for managing CRM/SFDC change requests. Holds regular focus group sessions with end-users to gather feedback for technology and process improvements.

Responsible for contact forecasting and scheduling for 150 Agents in two contact centers. Monitored WFM/CMS and made proactive decisions to ensure service levels were met. Created and maintained reports in Avaya CMS. Administered call recording suite and call evaluation forms. Designed and implemented automated production reporting system for Order Management team using Visual Studio and VBA, saving approximately $40,000 per year. Acted as Database Administrator for annual incentive program, ensuring quality of data.

Monitored WFM/CMS to maximize efficiency of staff to minimize cost per contact for merchant partner companies. Coached and provided training and information to four satellite contact centers to execute business strategies consistently. Reviewed staffing levels to approve and coordinate required for scheduled and non-scheduled time off. Manually routed customer calls to efficiently distribute volume across all satellite centers.

Sampled work in varying areas of operation to ensure prescribed quality standards were met. Monitored outbound and inbound packages to determine proper revenue and/or charges were assigned. Researched errors and exceptions to determine causes and made recommendations for process improvement. Operated picking machinery to pick merchandise for shipping to retail locations. Trained new hires.