Rob Grajeda Email & Phone Number

Alpharetta, Ga, Us

San Francisco, California, Us

San Francisco, California, Us

San Francisco, California, Us

Customer Success Director responsible for bringing Salesforce.com's best ideas, innovations, and capabilities to ensure the client's business strategy is fully achieved.

Atlanta, Ga, Us

Lead Global Salesforce Dev/Ops team across three hubs, Manila, Warsaw and Atlanta. Successfully migrated five regional service centers to the Salesforce and InContact telephony platforms to improve the employee experience and reduce operating costs. Lighting Communities, Service Cloud, CTI integration, Wave Analytics, and custom force apps.

Atlanta, Ga, Us

Led global Salesforce implementation to 137 countries and set-up the technology for four regional service hubs. Solution included; Service Cloud, Customer Communities, self-service e-requests, Live Agent chat support, email to case functionality, cloud based CTI integration, and knowledge management. Program delivered the following value: • Improved customer satisfaction ratings by 20%.• Consolidated enterprise CRM from 4 independent solutions to one integrated platform.• Increased contact center tier productivity by 25% • Program realized business case of $4 million annual savings in first 12 months of deployment. Represented Coca-Cola as a key pilot customer of the Wave Analytics release highlighted at Dreamforce 2014 Service Cloud.Recognition: Received Salesforce's annual Service Cloud Leadership Award

Atlanta, Ga, Us

Global HRIS Manager: responsible for Technology: knowledge management, SAP security, case management, reporting and analytics. Currently implementing a Global Workforce Dashboard providing human capital insights enabling leaders to make informed business decisions.

Amsterdam, Noord-Holland, Nl

* Created a new reporting and analytics department. Managed cross-functional team of BA's,, Apps. Developers, and DBA's* Developed and implemented intranet solutions to enable process automation and business dashboards resulting in improved operations and business controls. In one year alone, resulted in cost avoidance exceeding $2M.* Consolidated geographically dispersed business operations, reducing overall cost by 20% and improving productivity by 40% through innovation and process improvements.* Planned and implemented a web portal providing customers an interactive performance dashboard empowering them to make informed decisions.* Maintained and built a motivated and dedicated team. Resulted in a 0% attrition rate for direct reports (2005 & 2006). * Successfully managed operations staff with functional budgets exceeding $3M.* Quality Improvement Competition World Finalist Sponsor: Six Sigma Project, Site Audit Automation, resulted in a labor savings of 800k.

Amsterdam, Noord-Holland, Nl

• Manage Philips’ Information Services Help Desk environment for over 4000 end-users and related support staff. Manage IS support services to the satellite Philips Medical Systems North America Zone offices.• Collaborate with internal IS groups to resolve network, capacity planning, systems integration, and third party hardware and software problems. Provide senior management with staff planning, technical direction, resource management, and budget preparation.• Managed the migration of the PMNSA Helpdesk from Connecticut to Bothell, WA and successfully integrate these activities into a single Helpdesk.• IT Project Manager for the successful partnership with Ledford Medical Systems.• IT Project Manager and/or Coordinator for the successful rollout of Windows 2000 and Hardware replacement for Global Sales and Service NA.• Improved team productivity over 25% and Average speed of Answer, 1st call resolution and decreased customer Abandonment Rate.

London, United Kingdom , Gb

* Managed multiple technical support projects: Microsoft Windows 95 Technical Support, Microsoft Internet Explorer, Slingshot.com (prepaid internet provider).* Developed and managed all facets of assigned projects to ensure deliverables meet project plans, objectives, schedules, budgets, quality goals and revenue. * Coordinated project controls and business metrics to measure success and performance. * Worked in conjunction with Branch Service Delivery Team, on RFP proposal process and business cases for proposed projects. Performed project risks assessment and developed mitigation plans. * Responsible for client communication/relationships for assigned projects. Including establishing and negotiating Service Level agreements (SLAs), Statement of Work (SOW), and business contracts. * Developed a comprehensive quality plan that improved quality by 15% over a 3-month period.

Education record

A.A., Business Adminstration