- Swarm team lead for the service cloud side of our team- Daily tasks consist of assisting with resolving customer issues, enabling features that require special handling, or finding resources to resolve customer issues in a faster manner- One of the members responsible for standing up our current team as far as process and documentation- Collaborating on key issues regarding our line of business for effective customer support and success- Principal support for our Signature Support offering for public sector and us based customers.- Handle customer issues and determine if issues are related to customer knowledge gap, determining if the product is working as designed, or if there is a code issue within the platform.- Working across multiple groups such as our Salesforce core platform which includes: workflows, process builders, entitlements, milestones, forecasting, opportunities, approval processes, lightning record pages, sharing rules, validation rules, communities- Primary point for my current team for Digital Engagement which includes Omni-channel, Chat, Live Message- Finance Chair for our Global Equality Group Latinoforce

- Senior support for our Signature Support offering for public sector and us based customers.- Handle customer issues and determine if issues are related to customer knowledge gap, determining if the product is working as designed, or if there is a code issue within the platform.- Working across multiple groups such as our Salesforce core platform which includes: workflows, process builders, entitlements, milestones, forecasting, opportunities, approval processes, lightning record pages, sharing rules, validation rules, communities- Primary point for my current team for Digital Engagement which includes Omni-channel, Chat, Live Message- Finance Chair for our Global Equality Group Latinoforce

- Third line support between our customer facing Tier 2's and our Product teams and platform engineers.- Handle customer issues and determine if issues are related to customer/agent knowledge gap, determining if the product is working as designed, or if there is a code issue within the platform.- Working across multiple groups such as our Salesforce core platform which includes: workflows, process builders, entitlements, milestones, forecasting, opportunities, approval processes, lightning record pages, sharing rules, validation rules, communities- Primary point for my current team for Digital Engagement which includes Omni-channel, Chat, Live Message- Finance Chair for our Global Equality Group Latinoforce

- Premier support for the Configuration Skill Group- Assist with Salesforce functions such as Process builder, Workflows, Validation Rules, Formulas, Live Agent, Omni-Channel, Service Cloud Console, Record Access, Communities

- Quality assurance for submitted tickets by verifying and submitting tickets to accounting system through Salesforce- Checking existing data to identify and avoid orphaned records- Various other projects such as How-To video creation, payment corrections, report generation

- Provide second tier network and software support to partners nationwide via phone and email- Process database repairs based on partner needs and requests- Create and complete custom projects based on department and partner needs

- Work with contracted installers across the country to ensure the highest quality experience in regards to the home fashions installation by reviewing policies and procedures and suggest changes as necessary- Evaluate contractor performance based on factors such as lead time, feedback, and volume- Provide technical assistance in regards to Salesforce portal access.- Consolidation of contractor payable accounts

- Account manager to customers from different channels such as Costco, The Home Depot, Macy’s for custom window fashions. Specialize in high-dollar accounts and escalated clients.- Responsible for daily in progression of customer accounts by coordinating services and troubleshooting issues between customer, design consultant, installer, and vendor.

- Performed all duties such as cooking, customer service, delivery, as well as scheduling, training, staff development, and hiring.- Managed marketing, general store promotion, and website development.

- Assisted University of Oregon Students and Staff at the Erb Memorial Union on a daily basis with computer and network issues.- Administered and monitored three data server as well as active directory administration.

- Administered and tracked all requirements in regards to the Diversity Building Scholarship- Performed general office duties such as multi-line phones, faxing, mailings, letter generation, event support and planning, and other projects as assigned

- Maintained professional and clear websites that were viewed by campus community.- Updated and redesigned websites as needed and recommended by staff and/or supervisor.