Natalie Deering Email and Phone Number

Lead Salesforce.com administration and support for 120 internal users and 400+ customer portal users.Design company-wide Salesforce.com processes and training documentation for internal and external users. Design and partner with engineering team and external developers to implement advanced functionality using Apex and Visualforce.Partner with Sales and Support organizations on project implementation, review project budgets, and monitor calendar to ensure timely… Show more Lead Salesforce.com administration and support for 120 internal users and 400+ customer portal users.Design company-wide Salesforce.com processes and training documentation for internal and external users. Design and partner with engineering team and external developers to implement advanced functionality using Apex and Visualforce.Partner with Sales and Support organizations on project implementation, review project budgets, and monitor calendar to ensure timely delivery and execution of all deliverables.Manage customer support call center, schedule support engineer on-call shifts, track support response times and quality assurance metrics. Prepare and present monthly operational metrics to senior management that highlight key sales and support milestones, objectives, achievements and issues.Create and manage custom workflows across objects including automatic updates to fields, alert users of upcoming milestones, and send automated emails.Create custom objects and fields as requested by Sales and Support organizations.Manage user profiles, role hierarchies and permission sets.Create different page layouts based on internal security requirements.Test and QA all changes through sandbox before migrating to production.Create and optimize reports and dashboards for Sales, Finance and Support organizations. Scrub, migrate and de-dup data with data loader. Manage customer escalations and build relationships with users to ensure high customer satisfaction.Track all cost of goods reports and hours for support related activities.Monitor and analyze site metrics, system performance, and user activity.Prepare KPI metrics for senior management monthly and identify process gaps within the customer support organization. Manage Act-on and Jira integrations with external developers Show less

Managed daily operations of data reconciliation analysts, including but not limited to, employee development, progress reports, project management, monitoring service level agreements, and developing team goals. Prepared and presented quarterly business review to senior and executive level staffCollected and analyzed key support metrics for US and Canada to benchmark performance against other theatres and help drive process improvements.Actively participated in global… Show more Managed daily operations of data reconciliation analysts, including but not limited to, employee development, progress reports, project management, monitoring service level agreements, and developing team goals. Prepared and presented quarterly business review to senior and executive level staffCollected and analyzed key support metrics for US and Canada to benchmark performance against other theatres and help drive process improvements.Actively participated in global team meetings to help streamline and standardize data reconciliation process across all theatres.Successfully implemented an Install Base Classification Tool to improve data reconciliation process and presentation format that resulted in a 39% increase of our deployment target from FY12 to FY13.Created training documents and provided comprehensive training and support for internal and external partners. Managed team escalations for all US/CAN SNTC quoting and data reconciliation cases. Analyzed customer install base networks and discussed in detail with the customer the findings and recommendations for coverage improvements.Proactively opened cases for the customer through CRM to clean-up any discrepancies in the customer’s network including: site/address changes, contract merges, linking/delinking of cards and chassis in the network, and terminating EOS items.Researched network discrepancies by cross referencing customer network with company records using several tools including Business Objects, Manufacturing Database and the IB 360 tool.Collaborated with Engagement Managers to make sure that all criteria are met to move customers through the deployment phase and provide periodic reconciliations to increase customer renewals. Show less

Month End Close Activities, Forecasting and Executive Reporting on 12 Corporate Cost Centers with a total annual spend of $100 million.Established lines of open communication with WW Controllers and Managers in order to smooth out the process of gathering monthly and quarterly data.Created and standardized monthly communications to achieve an increase in reporting from 68% to 98%. Performed Quarterly analysis of cost savings and recommended several cost reduction… Show more Month End Close Activities, Forecasting and Executive Reporting on 12 Corporate Cost Centers with a total annual spend of $100 million.Established lines of open communication with WW Controllers and Managers in order to smooth out the process of gathering monthly and quarterly data.Created and standardized monthly communications to achieve an increase in reporting from 68% to 98%. Performed Quarterly analysis of cost savings and recommended several cost reduction possibilities including travel and contract revisions. Researched and resolved large AP issues to help improve vendor relationships.Made process recommendations for AP through numerous account reconciliations; reducing the number of double payments, mistakes, and delayed payments.Successfully transferred monthly transactional processes to Global Shared Service Centers in India and Mexico to increase productivity of analysts in Corporate Finance. Show less