PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX

Technical Consultant

Responsibilities:

• Engaged client stakeholders to gauge best path forward for implementation.
• Defined and guided clients through custom implementation paths.
• Operated within confines of various project sizes.
• Chartered with assisting the customers through product evolution.

Confidential, Austin, TX

Business Systems Admin

Responsibilities:

• Project based role devoted to auditing Marketo and standing up a fresh instance to be best in class.
• Regular cadence with Marketing and Sales to develop mutually respected customer journeys.
• Assisted in implementing RingLead as an all encompassing proactive data hygiene tool.
• Revamped Lead Path in Salesforce to be simplified.

Confidential, Austin, TX

Customer Success Operations Manager

Responsibilities:

• Admin of the technology stack: Drift, Skilljar, TalkDesk, Salesforce, Cloudingo, and Hoopla.
• Assisted in launching Service Cloud for Customer Success team as they transitioned from Sales Cloud.
• Audited Customer Success experience with Gainsight launch.
• Created reports/dashboards in Salesforce around requested metrics.
• Functioned as billing team in order to admit credit remittance requests for our customers via CS Support team.

Confidential, Austin, TX

Sales Operations Manager

Responsibilities:

• Crafted campaign drips through Pardot to leverage marketing automation efforts and analytics across our Marketing and Sales teams.
• Leveraged Pardot capabilities to monitor campaign ROI and customize email templates.
• Recurring presentations around Sales metrics, integrations, innovations, and training.
• Admin of various Sales/Marketing/IT tools: Salesforce (Sales Cloud), Pardot, ZenDesk, Slack, Spectrum VoIP, Tenfold, ScheduleOnce, join.Me, Olark, Cloudingo.
• Project tracking and collaboration through Asana.
• Created reports/dashboards in Salesforce around requested KPIs.
• Onboarded new employees regarding Salesforce best practices.
• Transitioned organization from Salesforce Classic to Salesforce Lightning.
• Encouraged and executed project requests for automation in Salesforce.
• Configured commissions forecasting/reporting in G - Suite and Periscope.
• Enhanced data hygiene through object by object audit which entailed deduping, defining, rearranging, and automating.

Confidential, Austin, TX

Salesforce Analyst

Responsibilities:

• Worked on assigned clients over various phases to customize and solution their Salesforce needs.
• Trained clients’ internally picked Salesforce Admin to understand core Admin knowledge.
• Built out User Stories to establish requirements with Microsoft Azure.
• Created reports/dashboards in Salesforce around requested metrics.
• Used appropriate Profile, Role Hierarchy for client security in Salesforce.
• Configured Salesforce based on efficiency for the client: page layouts, field creations, formula fields, section creations, and custom objects.
• Organized business processes using Visio diagrams.
• Drove automation for the client in Salesforce utilizing: validation rules, workflows, and Process Builder.
• Researched third party solutions via the AppExchange on behalf of the client.
• Migrated company data from legacy systems into Salesforce using DataLoader.

Confidential, Austin, TX

Salesforce Admin

Responsibilities:

• Maintained onboarding/offboarding of employees and their Salesforce role, profile, permissions.
• Collaborated closely with Salesforce Architect to audit and amend archaic Salesforce complexion.
• Developed and presented a marketing automation matrix to assist in hiring and integrating a vendor with a six-figure product (Marketo).
• Created reports/dashboards in Salesforce around requested metrics.
• Amended sharing settings to allow certain functionality to a User restricted by their role/profile.
• Updated and organized picklists and fields in Salesforce.
• Created training literature to be housed on Confluence for internal usage.
• Triaged hundreds of daily service cases to the correct department.
• Gathered requirements from other departments on service cases that required research and testing in Salesforce Sandbox and QA environments.
• Augmented massive amounts of Salesforce data using SQL, vlookup, and DataLoader.

Confidential, Austin, TX

Sales Ops Data Analyst/Channel Operations Analyst

Responsibilities:

• Engaged as Salesforce Admin for Channel Operations via heavy liaising with IT in QA, Dev, and Production environments to fulfill acquisition integrations into our instance of Salesforce. (Channel Ops)
• Authored cross departmental reporting in Salesforce with internal and external digestion. (Channel Ops)
• Trickled down new Salesforce requirements from IT to our global silo via best practice literature and recorded training sessions with recorded how-to’s for follow the sun assistance. (Channel Ops)
• Retained accurate procedural knowledge on deal registration, incumbency, partner compliance, partner enablement, and partner portal access and maintenance. (Channel Ops)
• Interpreted channel content internally and externally via e-mail, training decks, Lync, phone calls, Zoom and face to face meetings. (Channel Ops)
• Challenged channel evolution with development ideas rooted in data hygiene. (Channel Ops)
• Audited Federal partner requests through uniquely prescribed legal processes. (Channel Ops)
• Granted partner portal access by vetting legitimacy of request. (Channel Ops)
• Controlled regional communications for Partner and DealRegistration inboxes in Outlook. (Channel Ops)
• Gatekeeper for regional quote approval requests requiring Channel affirmation. (Channel Ops)
• Oversaw deal registration queues for North America and CALA regions. (Channel Ops)
• Assisted Channel Marketing team in execution of incentivized event attendance. (Channel Ops)
• Developed user sharing rules in Salesforce to untangle legacy set-up and accommodate our proprietary Federal space. (Data Analyst)
• Managed account level data for 210K+ accounts in Salesforce. (Data Analyst)
• Established quarterly clean-up of contact records that led to initial $80K in savings for MarketingOps. (Data Analyst)
• Engaged leadership on budgeting, usage, training, and best practices for DiscoverOrg and Data.com. (Data Analyst)
• Developed reports to be digested by multiple business units using Excel, SQL, and Tableau. (Data Analyst)
• Presented work flows to multiple teams to sync processes. (Data Analyst)
• Audited accounts created, integration opportunities, project requests, and territory assignments. (Data Analyst)
• Executed mass clean-up effort across all 210K+ accounts, 900K+ contacts, and thousands of leads.
• Allocated leads from our Federal and Network Security queues. (Data Analyst)
• Transitioned role from Data Management team to Sales Operations in December 2016. (Data Analyst)
• Created/Controlled Data Management e-mail alias responsible for time sensitive enrichment of asks. (Data Analyst)
• Trained new employees with self-made training literature and work flows. (Data Analyst)
• Lead meetings via phone, chat, and in person regarding a myriad of efforts and departments. (Data Analyst)
• Synced with VP leadership once a quarter to establish rapport and transparency. (Data Analyst)
• Innovated aesthetic and functional alterations to ease process burdens across the enterprise. (Data Analyst)

Confidential, Grand Prairie, TX

Customer Support Rep/Customer Support Order Entry Coordinator

Responsibilities:

• Coordinated communication of processes and procedures for order entry through face to face interactions. (CSOE)
• Ensured all requirements and deadlines were met for order entry. (CSOE)
• Trained thirteen new employees via one on one and classroom styles. (CSOE)
• Revamped training content to be more interactive and engaging. (CSOE)
• Documented and maintained order entry results on a daily, weekly, and monthly basis. (CSOE)
• Assisted with training order entry personnel. (CSOE)
• Prepared and sorted exhibitor orders/payments and identified and interpreted data to be entered.
• Processed exhibitor orders/payments and reviewed data. (CSOE)
• Contacted exhibitors to resolve questions, inconsistencies, or missing data. (CSOE)
• Maintained knowledge of all Confidential services, systems, data and information for data quality and integrity. (CSOE)
• Created an Event Calendar training manual catered to CSOE needs, trained entire team on utilization.(CSOE)
• Daily interaction with professionals from all over the world; advised exhibitors from a myriad of industries on Confidential products and services for their relevant trade show, meeting, symposium, or conference. (CSR)
• Executed exhibitor inquiries from multiple channels: phone, e-mail, and LivePerson (chat program). (CSR)
• Daily interaction with Confidential employees from all over the country working together to assist with resolutions for exhibitors in a timely manner ranging from billing concerns to custom exhibit set ups. (CSR)

Confidential, McKinney, TX

Blockbuster Video Account

Responsibilities:

• Provided administration oversight and tracking of over 7,000 property and legal files which contained vital operations and lease administration information for our largest client, Blockbuster Video.
• Completed large data abstraction project on over 3,700 retail leases well ahead of stated deadlines; worked with additional client vendor, KPMG, on new database management system during reorganization program.
• Engineered annual responsibility for my position through designing a process for managing the file archive system; incorporated utilization of contract agreement with Iron Mountain to save company money.
• Created Excel template that tracked high volume of mail (40,000+) processed by internal RDT log.
• Led group meetings with fellow employees to drive mutual learning environments with the goal of enabling better knowledge & absorption of various team responsibilities; created increased cross-functional support.

TECHNICAL SKILLS:

• Won “Rookie of the Year”, Confidential (FY 2008)
• Earned multiple STAR Awards with Confidential (Peer-based Recognition Program)
• Strong reporting acumen in Microsoft Office Suite (Word, PowerPoint, Excel, Visio, Access) and the G-Suite
• Experienced in variety of programs including: Salesforce (Admin), Atlassian - Confluence, Pardot, Marketo, Spectrum VoIP, ZenDesk, Tenfold Sharepoint, CSM, TSS, OnBase, R2, FOL, SLIM, Lotus Notes, ProLease, & RDT Log
• Capable in SQL and Tableau
• Recognized as one of the Service Heroes of the Month in consecutive months with Confidential (Exhibitor, Employee, Voice of the Customer responses to service provided)
• Took part in team effort to obtain call center certification from J.D. Power and Associates for 2013 with Confidential