As a key member of a technical Salesforce team, I collaborate with a talented group of developers and an architect to deliver strategic, scalable solutions for over 1,500 users across Sales, Service, and eCommerce Clouds.• Salesforce Configuration & Optimization: Design and configure Salesforce Sales and Service Clouds with custom objects, flows, validation rules, and layouts to implement scalable and efficient solutions.• Process Design & Workflow Alignment: Develop detailed process diagrams in Lucidchart to bridge business workflows with Salesforce functionality, ensuring operational efficiency and clarity.• Project Management & User Story Execution: Lead Salesforce enhancement projects and manage user stories with Azure DevOps (ADO), ensuring alignment with business goals and timely delivery.• Deployment & Quality Assurance: Collaborate on deployments via Copado, troubleshoot production issues, and perform rigorous smoke testing to validate updates.• Data Governance & Analytics: Maintain data integrity through audits and migrations while delivering actionable insights through custom reports and dashboards.• Integration & System Support: Enable seamless integrations between Salesforce, B2B Commerce, SAP, and third-party tools, fostering interconnected workflows and data consistency.

• Salesforce Service Cloud Optimization: Led Salesforce Service Cloud enhancements, implementing advanced flows with error handling, scalability improvements, and technical upgrades to support organizational growth and operational efficiency.• Amazon Connect Implementation: Spearheaded the successful deployment of Amazon Connect, including voicemail functionality, custom call flows, and reporting dashboards to improve call handling, provide actionable insights, and track client success metrics.• Custom Integration Development: Designed and implemented a custom integration between Salesforce Service Cloud and Torq middleware, streamlining workflows and enabling seamless data exchange to optimize service operations.• Data-Driven Reporting & Analytics: Delivered impactful reporting solutions by leveraging Amazon Connect metrics, providing data-backed visibility into call performance to enhance operational decision-making for the client success team.• Service Team Workflow Enhancements: Partnered with IT and support teams to improve service processes, introducing technical upgrades and workflow optimizations that increased efficiency across support operations.

Led strategic initiatives to elevate the Salesforce CRM platform, focusing on CPQ+ features and improving sales processes Cultivated and managed vendor relationships while staying updated on emerging trends and updates within Salesforce and associated technologies.Deployed automation solutions leveraging Flow, custom APEX, and lightning web components, driving notable enhancements in productivity and operational efficiency.Offered technical leadership and mentorship throughout the Salesforce release cycle, fostering a culture of continuous improvement and innovation.Consolidated Insideview, ZoomInfo Sales and Operations (formerly ringlead) into single source of truth enrichment for improved data governance and hygiene.

Led the daily operations of the business systems team, overseeing strategic planning, execution, and team management.Defined objectives, KPIs, and enablers for Sales Operations, aligning technology roadmap with organizational goals.Managed Sales, IT, and stakeholder relationships to improve operational efficiency and through continuous improvement.Developed and executed technology migration strategy, delivering key programs to match technology and business transformation needs.Utilized advanced analytics to provide actionable insights into sales performance, trends, and opportunities.Oversaw budget planning and allocation for strategic programs and technology enhancements.

Under Amazon’s Customer Excellence System (ACES)- Developed knowledge in SQL, statistics, continuous improvement methodologies, and effective narrative writing. • Provided data-driven insights to senior management teams, enabling prioritization of projects and resource allocation.

• Managed up to 100 team members, ensuring high performance and operational excellence across technical teams.• Fostered a collaborative team environment focused on achieving results and driving continuous improvement.

Responsible for managing daily operations. Oversaw final production quality while delivering finished projects in a client-focused manner. In addition, served as a client specialist to consult with clients and determine the best signage and graphics solution to meet their business needs.