- Manages, monitors, and analyzes company data to devise company-, team-, and agent-level strategies, through reports, client filter sets, and more.- Part of a small team which trains and leverages artificial intelligence (AI) software to increase client contact and conversion rates.- Hosts individual and team trainings which cover call recordings, written communication reviews, client conversion approaches, data organization, and CRM navigation.- Part of two-person team which creates comprehensive Salesforce dashboards for upper-management and all team leaders, with each designed and optimized for their respective workflows and responsibilities.- Part of a small team which managed the migration and mapping of 500,000+ client records between CRM platforms.

- Proposed and planned CRM solutions and upgrades for over 20 different finance and loan client offices- Fielded, solved, and escalated support tickets from all client offices as main point of contact- Fully wrote, filmed, narrated, and produced video tutorials for the CRM platform’s newest tools and features- Devised MailChimp and Constant Contact email campaigns to introduce and market our CRM platform to prospective clients, and showcase new tools and features to existing clients- Wrote all documentation for all new tools and features, and first drafts of other forms (e.g. Terms of Use)- Interfaced with technical teams of other companies and analyzed technical docs to fully scope out and help implement API integrations between our platform and theirs (LendingTree, Nextiva, Ricochet360, etc.)- Tested solutions and integrations prior to delivery, and returned feedback to development team- Performed database changes upon request and as needed within SQL Server Management Studio- Scheduled and conducted comprehensive virtual demonstrations of the CRM platform for prospective clients- Planned complete system frameworks for clients in other verticals according to their business workflows- Constructed website mockups, public marketing materials, and Microsoft PowerPoint presentations- Posted job listings, conducted interviews, and hired independent talent for short-term projects

- Offered help to students four hours per week through Villanova Computing Sciences department- Help covered Java-based coursework, including all three Algorithms and Data Structures courses, Statistics for Computing, and other courses as needed

• Proposed and planned CRM solutions and upgrades for over 20 different finance and loan client offices• Helped field, solve, and escalate support tickets from all client offices as Level 1 Support• Presented in partnership/integration meetings with other technology companies (e.g. BroadSoft)• Devised MailChimp and Constant Contact email campaigns with important announcements to clients

- Offered non-paid help to students every Friday afternoon through Villanova Computing Sciences department- Help covered Java-based coursework, including all three Algorithms and Data Structures courses, along with Statistics for Computing