Senior Salesforce Administrator

• Aug 2020 - Present

Senior Analyst / Certified Salesforce Administrator

• Sep 2018 - Jul 2020

Providing an integral function to the continued success of the most profitable divisions of a rapidly growing telecommunications company: • Redesigned, developed, and maintain the commercial order entry system through Salesforce.com, enhancing company-wide communications • Facilitated $245M in contracted revenue via architectural changes of many outdated business processes • Provide primary support and of 250+ Salesforce users, including training and case management • Manage projects for company-wide initiates, engaging with internal decision makers & overseeing external consultants Show less

Commercial Business Analyst

• Sep 2013 - Sep 2018

• Demonstrated dynamic leadership abilities in interfacing with various departments, organizations, and companies, gathering pertinent data in order to make educated planning decisions• Acted as a liaison between the sales team, processing team, and all levels of management, in order to ensure that processes remain consistent and congruent with company goals• Facilitated the redesign and implementation of commercial sales processes, by initiating heavy integration within SalesForce and EchoSign• Managed change effectively by developing training materials and conducting training sessions with sales, processing, and management teams• Demonstrated a proven ability to challenge underlying inconsistencies and conventional thinking in order to maximize efficiency• Handled design and implementation of various commercial projects, streamlining commercial processes and maximizing revenue Show less

Commercial Order Processor - L3

• Jan 2011 - Sep 2013

Facilitated the implementation of a brand new order processing department, designing new processes for evolving problems, in order to acquire new revenue:• Developed more efficient methods of order entry and processing for commercial sales• Created procedural documentation and manuals for installing and supporting several new services• Performed lead & training functions for other team members• Processed $1.88M in new contracted revenue in 2012

ASG Supervisor for Commercial Services

• Jun 2005 - Jan 2011

Provided leadership, and training to sharpen the abilities of the technical support department, building a small, specialized team to handle complex issues and high-value customers: • Recruited, interviewed, hired, and trained agents to provide technical support for Internet and IP-based phone services• Developed standards for performance metrics and analysis• Designed/created a support intranet to assist agents with organization, training, troubleshooting• Created volumes of procedural documentation and troubleshooting guides• Worked closely with local law enforcement to assist with tracking criminal activity Show less

Technical Support

• Sep 2003 - Jun 2005

Customer Service Manager

• Feb 2002 - Sep 2003

• Set up new customers accounts • Handled upset and irate customers for both billing and technical issues • Performed troubleshooting for dial-up and domain customers • Managed a small team of specialized support agents • Represented the company at several Chamber of Commerce events • Set up new customers accounts • Handled upset and irate customers for both billing and technical issues • Performed troubleshooting for dial-up and domain customers • Managed a small team of specialized support agents • Represented the company at several Chamber of Commerce events

Supervisor/Webmaster

• 2000 - Feb 2002