Manager, GTM systems

• Apr 2021 - Present

Senior Principal Salesforce Administrator

• Sep 2018 - Apr 2021

• Primary deployment lead for all changes related to Salesforce.com. Duties include running unit tests in Sandbox and Production on regular cadences to keep a pulse on system health; comparing Sandbox vs Production instances with merging tools and extracting unwanted changes prior to deployment; deploying metadata via ANT or Workbench to developer/sandbox/production environments; supplementing metadata deployment with data migrations whenever needed. • Primary technical owner of ancillary systems connected to Salesforce.com including DocuSign, SpringCM/Conga Composer, Marketo, DemandTools, Clari, ZoomInfo, Prodly App Ops. • Project lead for newly purchased 3rd party integrations to Salesforce including DocuSign, D&B/ZoomInfo/DiscoverOrg, Marketo, Vonage/New Voice Media, and others. • Governs use and distribution of vendor system licenses. This includes: assisting in discussions, scoping and POC of new systems; management of the vendor contracts for several newly purchased systems; running regular license audits to ensure licenses are properly utilized to save costs. • Experience setting up SAML SSO with Okta for several systems including Salesforce, DocuSign, SpringCM, DocuSign Intelligent Insights (aka Seal), Sonar and Pendo. • Assisting Data Stewards in the audit, manipulation and importing of external data, including the coaching of standard methods of SFDC data migration. • Protects Salesforce data according to iCIMS’ data classification and policies. • Responsible for full sandbox refreshes. This included all steps necessary to making the sandbox fully testable and accessible for 300+ users; coordinating with the Talent Development team to ensure training classes are not impacted; reconnecting all other sandboxes to full sandbox for a proper pre-production testing environment; enabling all features in sandbox (CPQ, DKIM keys for email, email-to-case, etc.); obfuscating sensitive customer/employee data in sandboxes. Show less

Salesforce Business Administrator - Supervisor

• Jan 2013 - Sep 2018

• Primary business leader for the Salesforce.com platform in Plymouth Rock of New Jersey. • Acted as the primary liaison between business users/management, SFDC developers and internal IT to ensure the needs of the business are met.• Managed a team of two technical resources between New Jersey and Florida sales centers for Direct sales.• Vital in the preparation, design, and implementation of the Salesforce.com platform for Direct Sales including but not limited to: identifying and creating reports/dashboards on KPIs for sales representatives | assisted in the design and validation of the data migration process from internal legacy system to Salesforce | systems training for power users | data architecture and mapping on several system integrations involving Salesforce | data manipulation/de-duplication | user provisioning | development and overseeing of UAT | coordination of Sandbox-to-Production deployments | all other responsibilities that involve Salesforce.com for business stakeholders within Sales, Service, and Marketing at Plymouth Rock. Show less

Agency Analyst

• May 2012 - Jan 2013

Responsible for running, dissecting, and analyzing a variety of telecom, production, and quality reports/metrics geared at identifying opportunities/concerns to further improve production and quality results. In addition, responsible for project work including but not limited to technology utilized by SalesForce as well as scheduling, forecasting, and management of the department's telephony.Essential Duties and Responsibilities:- Run routine telecom, production, and quality reports to identify areas of opportunity/concern and report back to director and management team(s) on an ongoing basis.- Project based work on a variety of initiatives, including but not limited to: responsible for telecom workflow, setup, and reporting for Plymouth Rock's Direct Sales department; call projections/forecasting, oversight of Plymouth Rock's business continuity plan, as well as an expert, go-to resource on all systems utilized by Salesforce.- Responsible for scheduling ~30 inbound agents in a call center environment while taking into account projected inbound call volume peaks and valleys, breaks, lunches, vacations, meetings, and training to ensure an adequate amount of staff were available to handle expected call volume.- Process and workflow management for new/existing initiatives.- Develop and maintain in-depth knowledge of all company products, guidelines, and procedures. Maintain an understanding of the regulatory issues impacting the NJ auto insurance marketplace.- Review day to day operations and quality to ensure adherence to all policies, procedures, and programs.-President's Award Recipient of 2012 (awarded to top 5% of employees within company). Show less

Customer Service Specialist Team Leader

• Mar 2012 - May 2012

- Provided QA on call scripting/workflow for several representatives throughout Call Center. Helped identify areas of opportunity/efficiency while offering concise and innovative solutions. Also assisted service representatives with general questions regarding products and procedures. - Responsible for call backs from reps who required additional assistance, typically during more difficult calls. - Conducted side-by-side exercises with new and experienced reps who sought additional training to deliver "awesome customer service" as defined by Plymouth Rock's mission statement: "More Than Just Insurance." - Assisted Administrative supervisor with other assigned duties and projects such as: Diminishing Deductible Project - manually research policies to add claim activity. Daily QA for all manually generated output from Manual Mail dept. Show less

Customer Service Associate/Representative

• Mar 2010 - Mar 2012

- First point of contact for customers assisting with their needs in a timely, professional, and upbeat manner. - Trained extensively in Auto and Home insurance terminology, procedures, and billing. Relayed this knowledge to customers via answering questions, processing policy endorsements, and giving advice all within a fast paced environment where heavy multi-tasking is vital for success while maintaining superb call quality.Accomplishments: - President's Award Recipient of 2011 (awarded to top 5% of employees within company). - Consistently met and exceeded yearly objectives. - Hand-picked by management to work on various projects including but not limited to:PAC (Pre-authorized Change) Form Pilot Program:Worked with supervisors to process Paper forms over several weeks, allowing the Call Center to greatly reduce Abandon Rate % from Q1 to Q2."Lunch 'n Learn" for Electronic Funds Transfer (EFT):Created training material for EFT and formally presented to other representatives during lunch. Cross Sell King February 2012:Was the highest cross-selling representative of Plymouth Rock business during February 2012.Project STREAM:Committee which developed ideas for STREAM, software in development Call Center will use in the future. Show less

Toll Collector

• Oct 2006 - May 2010

Collected tolls on one of the most heavily traveled highways in the United States. Experience included interacting with high volumes of patrons while multi-tasking and working in a fast paced environment. Attended Rutgers University in New Brunswick, NJ while employed in this position. Collected tolls on one of the most heavily traveled highways in the United States. Experience included interacting with high volumes of patrons while multi-tasking and working in a fast paced environment. Attended Rutgers University in New Brunswick, NJ while employed in this position.