William Mark Email & Phone Number

Chicago, Il, Us

San Francisco, California, Us

Implement, maintain, update, and administration of Salesforce.com Contracted through Procom

Chicago, Illinois, Us

**Service Cloud**- Created the "Exceptions/Escalations" ticketing system in Service Cloud, providing a unified post-sales/logistics support data for the first time in 6 years. Managed and performed tasks including initial suggestion, roadmapping, collaboration with stakeholders, quality assurance (QA), documentation, and deployment.- Decreased data overconsumption by 90% by customizing existing automation and suggesting process changes to the business, resulting in lower overall data consumption.- Maintained/Updated Support Queue ownership automation parallel to changes in support process**Sales Cloud/Overall SFDC System Administration**- Managed weekly sprints and took responsibility for deployment, testing, and validating change sets to ensure error-free implementation.- Conducted regular check-ins with end users to assess engagement and user satisfaction. Implemented UI alterations to streamline workflows, reduce clicks, and simplify screen navigation.- Collaborated closely with engineering teams to develop, maintain, and troubleshoot integration issues.- Successfully delivered high-priority projects within deadlines, working closely with business stakeholders. - Assisted with the launch of Zendesk Communities by creating validation logic within Salesforce to be utilized by the Zendesk Integration.Major Projects:Customer Service/Exception/Escalation RolloutSFDC Feature Request System Digital Sales Product Feedback Ticketing SystemSales Compensation ToolManaged Transportation Deal Desk.

Chicago, Il, Us

- Established and implemented Stakeholder request processes and assigned priorities to ensure efficient workflow. - Managed integrations with internal engineering teams, Pendo (CX), SpringCM (Legal), Vidyard, and OrgChartPlus.- Designed and delivered comprehensive Salesforce training for new users and provided ongoing education.- Led extensive "Salesforce University" classes during annual Sales meetings.- Evaluated vendors, applications, and costs to assess potential tools for system integration.- Conducted GAP analysis on existing paid tools, eliminating integrations that no longer added sufficient value.- Aligned Salesforce Deployment processes with Engineering, including the adoption of Jira, to facilitate future transition into Enterprise Tooling/IT.- Mentored and supervised a team of junior admins/analysts, assigning projects aligned with their professional goals, and providing guidance during stakeholder meetings.- Collaborated with stakeholders to address changing business needs, creating timelines and estimating level-of-effort.- Oversaw full project lifecycles from inception to delivery.Major Projects:Medical Affairs Ticketing QueueCustomer Service Ticketing QueueInternal Salesforce Support ticketing Queue, SOP, DocumentationPharma/Infectious Disease/Trial Division rolloutsOrgChartPlus Evaluation, Integration, Documentation, TrainingSalesforce Inbox Rollout/Implementation/TrainingPartnership Contract Approval Process

Chicago, Il, Us

- Provide support for over 5,000 Global end users - Engage in system related cleanup projects- Work on feature updates (Validations, Workflows, Layouts, etc)- Work with business stakeholders on smaller project requests- Echosign Administrator, contract updates, and support - Handle data uploads of over 100,000 records monthly- Work closely with Internal Audit teams for SOX compliancy- Responsible for Quarterly Global User Audits and Bi Annual Echosign Documentation reviews- Create and update internal Salesforce.com runbook

Chicago, Il, Us

- Technical support for over 3,000 North American end-users/stakeholders- Responsible for data uploads ranging up to over 300,000 records- Maintain profile/permission/role updates for end users- Managing NA Case queue of over 100 requests per week- Created process to administer and manage SOX Quarterly User Audits

Chicago, Il, Us

- Find a solution to emergency/escalated issues including, but not limited to, legal, PR, financial, and criminal - Responsible for mediation, negotiation, claims, and settlements - Handle issues of all levels ranging from $500 to $2 million in potential costs- Assess potential risk factors surrounding merchant/features- Monitor and control internal processes to ensure documentation is within SOX compliancy- Function as liaison between merchant facing teams, legal, and operations management- Front End Salesforce.com expert for the Risk Department, providing assistance and training- Provide advice and guidance on handling escalated issues to all levels within the Sales/Account Management Department (including upper level management)- As a Tier 2/Senior Escalation Specialist, responsible for coaching and mentoring Tier 1 teammates, as well as interviewing candidates for the escalations team. - Help guide 3 Tier 1 Reps into Tier 2 and Tier 3 positions

Chicago, Il, Us

Launched Columbus, OH market on December 7, 2009. Worked with local merchants to feature their business to our growing subscriber base.- Helped grow subscribers from 12,000 at launch to 700,000 in 16 months- Featured major merchants from the Food & Drink, Beauty, and Entertainment industries- Partnered with the Ohio Division of Tourism, creating a statewide marketing initiative across Columbus, Cincinnati, Cleveland, Dayton, Akron, and Youngstown markets- Achieved $1.4 Million in profit and over $3 Million in Revenue in 16 months- Coached and mentored 6 teammates- Cold called hundreds of local businesses- Hit targeted goals month over month with highest month being 400% over goal- Helped make Columbus a top 40 market by the end of my tenure

- Implemented a Salesforce instance for Popular Pays as an ad hoc project at the request of an investor.- Conducted data cleaning and migration from spreadsheets to Salesforce.- Collaborated with stakeholders to design, plan, test, and provide training on the new development.- Created UI enhancements, implemented robust security measures, configured user profiles, implemented data validations, updated workflows, and developed insightful dashboards.- Successfully delivered the comprehensive solution within the agreed time frame.

Vernon Hills, Il, Us

- Providing consultation and technology solutions to higher education divisions in MI, KY, and OH.-Increased book of business from $400,000 to $1.1 million from FY 08 – FY 09.-Proactively led strategic initiative for the Consortia of Kentucky Private Colleges andincreased annual revenue by 30% from 2008 to 2009.- Mentored and coached new teammates- Maintained transaction based business while working on larger projects

Bachelor Of Science (B.S.), Marketing

Education record