Rian Heffernan Email & Phone Number

San Diego, California, United States

Administering Salesforce (Sales, Service & Health Cloud) to operationally support a top rated regional commercial not-for-profit health insurance plan in an enterprise environment.Actively engaging decision makers, systems owners, and end users to define business requirements and systems goals, to identify and resolve business systems issues.Knowledge expert in cross-functional teams that address strategic business issues involving CRM operations.Requirement gathering operative with key stakeholders to help identify enhancements to business processes supported by existing and/or new system features and functionalities.Responsible for system security, new user set up, user deactivation, maintaining system licenses, user training, process documentation, and managing external vendors and consultants.

Currently training for Salesforce Administrator credentialing via Salesforce Trailhead along with acquiring a full breadth relevant and related skills to the Salesforce ecosystem.

Operationally supported service and customization of Salesforce Sales Cloud & Service Cloud for 30+ employees. User provisioning / de-provisioning, along with process automation through process builder. User supportive in troubleshooting issues that end users faced when dealing with regular production customizations. Customized a refactoring of SMS Implementation to add context for new contacts and reduce orphaned records while simplifying back-end-management of notifications to the appropriate parties through the new Custom Notifications Feature (summer '19 release). Customized a new service offering in a new state by organizing leads by state for full state compliance. Customized Process Builder for Customer Inquiries, Sales Inquiries, and Lead Routing Rules. Also, implemented Email-to-Case, Gmail Forwarding, Roles, Public Groups, Queues, Omni-Channel Lead Routing.Supported an integration project with a new service offering of mortgage services. This was an integration project using a middle-ware (Zapier) to capture leads from a landing page into Salesforce by defining UTM parameters and applying UTM's as hidden fields and finally mapping UTM hidden fields to appropriate Salesforce leads. This allowed the Mortgage Loan Officers to work out of our existing Salesforce org to convert the leads to customers.

Greater San Diego Area

Continuation of core responsibilities of a Qualcomm Administrative Supervisor due to department outsourcing. Crafted an additional role of analytics manager for all department KPIs.

Greater San Diego Area

Lead a 25 person Administrative Services Team across 8-11 buildings. • Established policies, procedures, and accountability within a team culture of mutual support, respect, and pride. • Deployed and regulated team resources for regular and one off meetings and events at headquarters & 11 campus sites.• Structured menus of solutions and contingency plans for standing and one-off support needs. • Functions of department included; o Visitor and customer groups’ reception & security registration for conferences and customer care centerso Inventory purchase, supply, distribution, & quality controlo Vendor relations management & quality level monitoring o Meeting room set-ups & break downs, including all AV, equipment, furnishings, & catering delivery both on & off-site also maintained room reservation calendarso Facilitated employee moves & on-boarding orientation of new employeeso Executed sending, receiving, & delivery of employee mail & small packages• Functional implementation lead for a short 9 week vendor transition form Office Depot to Staples for 50+ U.S Qualcomm offices.Heavily engaged with multiple vendor teams via multiple channels to intergrate Qualcomm’s purchasing practices to establish vender service offerings to the Qualcomm employee population.Created & facilitated 3 on-site & 2 online webinar Qualcomm employee trainings, establishing FAQ’s, training videos, and consultations. Established oversight of 100 identified standard products for 75 user accounts at 300 delivery locations along with practical aspects such as mapped parking and internal building delivery drop routing. • Led Calendaring Team on conference room booking, privatization, conflicts mitigation & solutions. • Initiated structured use of Salesforce service tickets for conference room privatization, lowering email volume by 45%.• Achieved 45 minute turn around on team service tickets across 25 member team and 11 buildings, recognized as department best.

Greater San Diego Area

Excelled as a team leader in a matrixed reporting environment directing the daily work of staff along with executing on multi-faceted long-term projects for internal customers. Lead teams up to 30 people with a primary emphasis in customer service, process improvement, and accountability. Evaluated all aspects of quality assurance for 10-12 distinct buildings monthly. Accessed standards and practices to help deliver high level customer satisfaction by the team through devising and implementing measurable improvements for use in employee evaluations.

Greater San Diego Area

Administrative assistant supporting ~150 employees. Daily support for functionality, appearance, and supplies for all common areas, copy supply rooms, conference rooms, break-rooms and reception. Evaluated and procured all inventory of employee consumables. Quickly and efficiently delivered all mail and small packages while simultaneously collecting and shipping all building outgoing mail. Initiated process improvement of important instructional manuals which was adopted acrossthe whole of the administrative services department.