Nearly a decade at GlobalData building and leading the Enterprise Technology department.Reporting into the CFO & leading multiple teams.Teams include: Global 24x5 support team, a CRM DevOps team with 2 releases of 30+ enhancements per month, and a data quality/acquisition team responsible for maintaining client data, and M&A data migrations. Ownership of the IT Operations/Sales Tech stack and handling the relationship with all our vendors, including commercial negotiations.Handle the IT audit queries & solutions.Responsible for Enterprise Technology strategy and leading projects to deliver massive positive change in the business e.g. roll out of SF lightning, and delivering multiple M&A projects in the last 12m.

- Implemented and Head of a 24x6 support team that provides support to >1000 users across multiple instances of Salesforce. Users based in EMEA, APAC, MENA, USA & LATAM. - Problem solving: Creating and managing sustainable processes to business requirements. Implementing and maintaining processes within my support function is one of the key duties of my role. It's all about the UEX! We support Sales, Customer success, Relationship managers, Analysts & Marketing. - DevOps: Managing the end-to-end process of monthly Salesforce development releases. Leveraging the power of Jira & Copado, delivering 40-50 enhancements to the system inline with business priorities.- Training & Onboarding: Ensuring we have a library of training videos & technical solutions to keep all users informed with the latest system enhancements. As part of this we deliver weekly live webinars & recordings. - Analytics to drive solutions: Using FreshWorks analytics, we monitor & assess Salesforce Support case traffic to drive the next round of bespoke training packages & system enhancements.- Key Stakeholder: Manage relationships between service providers, operations & technical support for: LinkedIn Sales Navigator, Gong, Lusha, DemandTools/Validity, Fresh Works & More. Continuously aiming to drive enhancements, improving UEX & reporting on usage/adoption metrics.- Winner of GlobalData's 2018 - Smartest Worker- Currently reporting into the COO and very experienced in turning urgent issues into delivered solutions. The 2x SF instances support over 18 brands, multiple types of sales processes from Events, newsletters & subscription models. Implemented Pardot and created multiple automations to support marketing and sales. Starting in 2016, there was no Salesforce team administration team, No technical support & no processes. Over the last 5 years I've built everything from the ground up, continuously adapting, improving, learning and building a team that are as close as family.

- Created and led 2 Support teams based in the UK & India.- Created & implemented a governance framework in order to improve data quality and effective use ofthe CRM system. I then developed & rolled out the governance to over 1000 users across all businessunits- Responsible for all 1st level support & escalations, data hygiene projects, user support, mass-creationof records (accounts, contacts, opportunities etc.), web-to-lead allocations, reporting, dashboards &analytics.- Created academy styled training material, including a library of videos to support users regardless oftime zone. This increased activity on Salesforce & reduced the reliance of the support team, freeing upresources for more important project work. Passionate about improving the user/customer journey-Worked on multiple projects simultaneously, delivering excellent work & keeping key stakeholders upto-date at all times. These projects include Pardot onboarding, data migrations, sales campaigns toincrease revenue, data cleansing and many more. Implemented system processes to support the mostsuccessful sales campaigns.- Responsible for day to day management of 3rd party applications such as LinkedIn Navigator &Demand Tools (for data hygiene)- Travelled and worked in Hyderabad, India to build up a new support team and train all currentbusiness processes.- My team is constantly updating/importing mass volumes of records using Data Loader / Data ImportWizard, working on data quality and integrity. We are also responsible for the creation of; new fields,objects, records, validation rules, triggers, workflows, lead assignment rules & new processes to suit theneeds of the business.My support teams currently provide support for over 18 brands, 24 hours a day, 6 days a week. Myfocus is always aimed at improving the customer experience

- Hired as a Salesforce Administrator for 50-100 users. Initially responsible for supporting Marketing & Global Healthcare sales & customer success.- After multiple acquisitions, I created a role for myself and turned that into a pivotal function of the organisation. Working with key stakeholders to deliver the migration of acquired databases into our primary instance. Whilst still managing a separate instance for private businesses and the larger events teams.- My passion for UEX, problem solving & driving adoption resulted in the success and growth of the entire Salesforce function

Cannon Pest ControlNov 2015 - Aug 2016 (10 months)- Headhunted by a client due to success of my project at OCS.- Gatekeeper to all new business deals. Processed all orders, streamlined the processes & increasedefficiency by 30%.- Managing billing disputes with clients & ensuring a positive customer experience- Head of Northern Ireland pest control contracts for both corporate and domestic clients. 0% of calloutsbreached SLA during my time as contract lead- Implemented processes to automate monthly billing reports for external and internal use- Managed a small Salesforce Support team that would provide solutions for internal & externalrequesters.- All Salesforce administration tasks performed/managed, including user set up & hierarchyorganisation.- Revenue increased dramatically throughout the time I was there and we were eventually acquired.- Led multiple simultaneous projects to integrate all systems and processes from the Manchester officeinto the new Morecambe location.

- Head of day to day operations of national contracts in FS.- Managing resources & contractors to deliver facility management services within strict SLA's, varyingfrom 20 minutes - 4 hours. Failure to hit SLA's resulted in significant financial penalties. SLA breacheswere under 2%- Led a sales process within our CRM (Salesforce) to manage the entire workload from new job, toinvoice. This was accompanied by detailed analytics for Internal & External service reviews.- Created a companywide news paper to provide updates across all sites.- Project - Reworking all internal processes & creating training documentation to provide a morestreamlined service, with a better journey for both customer and internal staff. This eventually led to mebeing headhunted to my next role. Increased customer satisfaction by 30% based on survey results.

- Recruited as an Inbound Sales Advisor. Winner of multiple top salesman awards.- Promoted to Senior Customer Service Expert - When my love of problem solving started to blossomprofessionally- Recipient of over 10 handwritten letters of gratitude from the CEO & Founder- Awarded company employee of the month in August 2013 (Over 1K employees)- Led training sessions & projects to improve business operations & give new starters the best chanceof being successful