•Lead team of 3 Lead CRM Analysts and 5 Senior CRM Analysts who support roughly 750 Salesforce users across 15 business units by: o Resolving Support Cases for technical assistance o Facilitating training sessions o Creating and managing Reports and Dashboards, and regularly releasing new system functionality o Implementing over 150 Salesforce enhancements, capabilities, and process changes annually•Provide leadership, direction and recommendations for Salesforce strategic planning and prioritization of capabilities needed for future roadmap and investment activities•Ensure resources are properly trained and their workload is balanced based on the priorities of the business

• Lead the way in process-development and deployment of Salesforce. o Ran three separate companies within the Enterprise orgo Managed user-profiles, permission sets, and security according to role and hierarchy. o Added custom fields and page layouts to out-of-the-box Salesforce objects to meet unique needs and creates new objects as needed. o Used workflows and Process Builder to automate tasks to improve efficiency and eliminate erroro Created, customized, and maintained Reports and Dashboards according to user needs. Set scheduled reporting runs and distribution lists.o Troubleshot all issues and errors that users experienced in Salesforce. Performed root-cause analysis and de-bugged accordingly.• Met with key stakeholders and users to gather requirements and analyze process gaps. Proposed solutions within the Salesforce Platform, created a roadmap for implementation, and executed the plan in a timely-fashion. Performed testing prior to roll-out and comprehensive training to all users.• Responsible for all new-hire onboarding, Salesforce training, and ongoing training for all staff on new releases and solutions. Created and maintained training documents and manuals.

• Course Scheduling: Formulated and launched a system that reduced wait-times in queue for student schedulers, reduced course cancellations, and increased productivity for the course scheduling team

• Student Enrollment: Assisted new undergraduate students throughout the recruitment and enrollment periods• Report Development: Devised and launched a daily workbook that was used by 300+ student services personnel to outline the enrollment progress of applied students• Training: Developed and delivered peer training on topics of expertise in the student enrollment process• Key Accomplishments: Honored with the EDMC Outstanding Achievement Award for Fiscal Year 2011 and 17 departmental awards for Fiscal Year 2010 for top performance, teamwork, and innovation