SUMMARY:

• Experienced Salesforce.com Sales Cloud and Service Cloud professional with over 20 years of experience in information technology.
• Skilled in advance Salesforce configuration delivering complex implementation projects.
• Experience in improving customer service, resolving complex business issues, automation and streamlining current processes to decrease cost and maximize ROI.
• Possess comprehensive understanding of agile and waterfall methodologies.
• Has a deep understanding of the sales lifecycle and service lifecycle. Delivered improvements in increased sales volumes, improved sales efficiency, improved customer satisfaction and retention.
• Cloud Implementation Methodology (Plan, Design, Build, Validate, and Deploy)
• Designed, developed and executed project approach and plans for Salesforce implementations for Healthcare, Energy, Higher Education, Technology, Insurance, Consumer Package Goods, and Financial Services companies.
• Strong ability to translate business objectives into clear functional and technical requirements.
• Accomplished with setup, customizations, and deployment of Salesforce for small and large user groups.
• Developed Salesforce Configurations/Customizations - user interface, page layouts, tabs, custom fields, custom objects, validation rules, organizational wide defaults, roles, role hierarchy, profiles, web to lead, account teams, communities, and lead management.
• Implemented various advanced fields like Picklist, custom formula fields, field dependencies, validation rules, work flows, and approval processes for automated alerts, field updates, and email templates.
• Experienced implementing with Person Accounts
• Skilled in analyzing sales data, developing metrics and dashboards (static and dynamic) to better evaluate sales opportunities, markets and customers.
• Experienced in setting up Partner and Customer communities.
• Proficient in Data Migration from legacy systems to salesforce using data loader utility and import wizard.
• Experienced with implementing data.com
• Solid understanding of Call Centers and Contact Centers.
• Experienced in building Visual Work Flow.
• Experienced in building processes via Process Builder.
• Knowledgeable on key operational metrics and performance indicators used to manage a Customer Support environments
• Experienced in key technology used within a customer support environment such as Computer Telephony Integration (CTI), Portal self-service, Knowledge, and Case Management.
• Experienced in the installation and configuration of Conga Composer

PROFESSIONAL EXPERIENCE:

Confidential

Solution Architect

Responsibilities:

• Provided functional and technical oversight for multiple projects (Performance Management, Compliance, and Pro Referral), including sharing expertise on standards, guidelines, and design patterns for salesforce applications based on industry best practices.
• Responsible for salesforce solution architecture and provided input to Home Depot’s Product Development team regarding key features, solutions gaps, and desired enhancements.
• Responsible for working with Product Owner and business subject matter experts to fully understand requirements and advise them on features, functionality and capabilities of Salesforce application.
• Defined detailed functional and technical business requirements to build out a new Service Provider Performance review application.
• Assisted the Product Owner on writing detailed user stories and prioritization of the backlog.
• Worked with the Development Lead to architect a Visual Workflow solution that allowed the users to create a review for a service provider.
• Assisted in architecting a Jobsite Inspection functionality that allowed users to capture violations on Confidential jobsites.
• Advised Home Depot on limitations of the Salesforce Lightning UI verses the Classic UI.
• Primary liaison between business resources and IT resources for the Service Performance Management project.
• Participated in all Scrum Ceremonies including Daily Standup, Backlog Refining, Sprint Planning, Demo’s, and Retrospective.

Confidential

Salesforce Functional Solution Architect

Responsibilities:

• Defined high-level functional and technical business requirements to replace Vemo’s legacy application
• Conducted business/functional requirement gathering activities to capture detailed requirements necessary to replace Vemo’s legacy application on a Salesforce Platform.
• Conducted a software selection process for E-Signature product. Researched and evaluated several E-Signature firms that provided the capabilities based on the requirements. Set up demos and meetings for each vendor and assisted Vemo in the selection of an E-Signature provider.
• Customized and configured 2 customer communities (School Community and Student Community).
• Responsible for configuration and customization of the Salesforce instance including creating custom fields, workflow and validation rules, custom object creation, page layouts, record types, approval process, formula fields, sales process, case management, queues, person accounts, profiles, permission sets, change set creation, and organizational wide defaults.
• Configuration of Conga including Conga installation and set-up, built 4 conga solutions, 4 conga templates, and mail merged documents. Wrote several Conga queries to capture data needed for each Conga Solution.
• Responsible for organizing and conducting all Sprint Ceremonies including Sprint Planning, Backlog Refinement, Retrospective, Daily Standup, and Sprint Loading.

Confidential

Salesforce Functional Solution Architect

Responsibilities:

• Defined the high-level business, functional, technical, and integration requirements necessary to enable the Salesforce application for use with the Dynegy Illinois and Ohio Retail Business Units.
• Conducted business/functional requirements-gathering activities to migrate Dynegy’s Illinois and Ohio Retail business activities from legacy applications to the Salesforce CRM application (with a focus on retail market transactions, such as customer enrollment, switching, drops, and others)
• Assessed iAvenue customizations and automation in terms of feasibility of incorporating similar functionality into Salesforce; disposition iAvenue functionality that could not be replicated or accounted for in Salesforce (e.g. define manual process or other work-around to address the gaps identified)
• Identified integration requirements between Salesforce and Illinois Retail legacy applications (e.g. Lodestar, Revenue Manager, Pricing, PeopleSoft, and MyDers database)
• Conducted data conversion requirements-gathering activities to migrate Dynegy Illinois and Ohio Retail business data to Salesforce CRM application
• Developed high-level plan and approach for Salesforce migration/integration project
• Assisted in designing the Customer Relationship Management (CRM) and Customer Information Systems (CIS) Platform for Dynegy Retail business.
• Developed overall project plan and timeline with milestones.
• Converted high-level functional design documents into specific work items to be worked by implementation team.
• Assisted in mapping integration data elements for the Lodestar, Legacy Pricing tool, PeopleSoft, EDI, and legacy MyDers database integrations.
• Responsible for configuration and customization of the Salesforce instance including creating custom fields, workflow and validation rules, custom object creation, lead conversion process, page layouts, record types, approval process, formula fields, sales process, person accounts, profiles, change set creation, and organizational wide defaults.
• Created Use Case and training documentation.
• Supported the User Acceptance Testing including managing the issue’s list for the customer work stream, working with executive leadership on prioritizing issues, understanding of the issues and relaying root cause to development team, and took ownership on configuration issues.

Confidential

Salesforce Scrum Master/Senior Business Analyst

Responsibilities:

• Responsible for a team of 7 developers and 3 testers on the Scrum team
• Provided a collaborative environment and empowered the team to self-organize
• Monitored scrum development activities and made sure that all scrum principles where being followed strictly.
• Conducted weekly scrum ceremonies (Sprint Planning, Backlog Refinement, Retrospective, Daily Standup, and Sprint Loading)
• Reported on Sprint metrics, which included sprint status, retrospective, burndown, burnup and velocity to upper management.
• Managed change control, issues and risks, timelines, and identifying key deliverables.
• Developed detailed schedules, resource plans, and status reports.
• Resolved team conflicts and worked on removing impediments to help the team to achieve their sprint goals.
• Worked with Product owner in grooming the Product backlog
• Responsible for leading daily product backlog meetings to discuss work items in detail
• Conducted detailed requirement gathering meetings with business owners to gather requirements
• Wrote user stories including: ask, benefit, story notes, and acceptance criteria
• Built Visio flow diagrams, wireframes and mapping documents
• Acted as a liaison between the development team and business team to resolve any conflicts on requirements
• Responsible for identifying current business processes and system improvements
• Created and delivered presentations on requirements and solutions to internal users for review and input

Confidential

Salesforce Project Manager/Senior Business Analyst

Responsibilities:

• Conducted 2 Business Process Review (BPR) sessions to gather requirements for Data Migration and Configuration.
• Built several detailed Field Mapping documents.
• Developed detail Data Migration Plan.
• Responsible for capturing all configuration changes in a detailed configuration document.
• Customized organizational wide defaults, profiles, role hierarchies, sharing rules, account teams, field level security, and record level permissions to manage sharing access among different users.
• Configured various objects (Leads, Accounts, Contacts, Opportunities, and Activities), page layouts, compact layouts, custom fields, new opportunity sales process, new lead process, record types, and custom list views.
• Built several reports and dashboards.
• Responsible for all project management activities including weekly status report meetings.
• Managed 1 developer resource assigned to the project.
• Responsible for developing classroom-training materials.
• Conducted classroom-training onsite for 23 Confidential Territory Managers.

Confidential

Salesforce Consultant/Senior Business Analyst

Responsibilities:

• Lead Consultant to assist in the evaluation of implementing either Salesforce or Microsoft Dynamics
• Conducted onsite BPR sessions with all 8 North American divisional travel companies within Confidential (Zegrahm Expeditions, TCS world Travel, Quark Expeditions, YMT, Travcoa, Europe Express, International Expeditions, and Go Today)
• Facilitated Q&A sessions to evaluate each company’s unique processes for Lead Management, Opportunity Management, Marketing, Service and Support, Analytics, Account/Contact Management, and security requirements.
• Evaluated integration options to HubSpot, Softrip, Data Warehouse, CTI, and Survey Monkey
• Wrote 8 BPR Solution Documents specific to each TUI Brand, which included recommended scope, usability and adoption, data sources, integration, and key metrics needed to implement Salesforce or Microsoft Dynamics.
• Assisted in configuring “proof of concept” demo orgs for Salesforce and Microsoft Dynamics based on the high level requirements gathered during the BPR sessions.
• Prepared and delivered functional demo to walk each brand through the recommended functionality
• Assisted in creating a Scoring Matrix document to evaluate which vendor (Salesforce or Microsoft Dynamics) matched the overall requirements.

Confidential

Salesforce Consultant/Business Analyst

Responsibilities:

• Conducted requirement-gathering meeting to determine design of two communities (Customer and Partner).
• Gathered requirements for re-branding the communities with custom Visualforce Pages throughout the entire community.
• Managed 1 Salesforce Developer in building 10+ Visualforce pages.
• Set up communities roles, profiles, object level permissions, and sharing rules
• Added members, tabs, and landing page to communities
• Set up self registration
• Customized automated email templates

Confidential

Salesforce Consultant/Business Analyst

Responsibilities:

• Developed the implementation approach and project plan.
• Involved in Salesforce application setup activities and customizations to match the functional needs for the organization from planning stage to deployment.
• Conducted requirement-gathering meetings to determine design of the salesforce application.
• Setup of person accounts and business accounts.
• Built several custom objects to satisfy business requirements for tracking of student enrollments.
• Set up lead assignment rules and lead mapping for conversion to account, contact, and opportunity object.
• Assisted customer in developing a web-to-lead form.
• Built email template response for web-to-lead response.
• Customized organization-wide-defaults, profiles, role hierarchies, sharing rules, field level security, and record level permissions to manage sharing access among different users.
• Created several time-dependent workflow rules.

Confidential

Salesforce Consultant/Business Analyst

Responsibilities:

• Developed a comprehensive review of current business processes of an existing salesforce production organization.
• Made recommendations of configuration changes to Salesforce to better align with current sales process.
• Configured various salesforce objects (Accounts, Contacts, Leads, and Custom Objects)
• Customized page layouts for Accounts, Leads, Contacts, and Opportunities depending upon the users role.
• Designed and deployed several new custom objects, custom fields, validation rules, and field level security.
• Implemented data.com (mapped customer lead fields, set field level security, add clean components to page layout, assigned users, and configured automatic clean features)
• Trained users on new functionality.

Confidential

Salesforce Consultant/Business Analyst

Responsibilities:

• Developed the implementation approach and project plan.
• Involved in Salesforce application setup activities and customizations to match the functional needs for the organization from planning stage to deployment.
• Conducted requirement gathering meetings to determine design of the salesforce application and documented the requirements.
• Configured various salesforce objects (Accounts, Contacts, Leads, Person Accounts, and custom objects).
• Customized page layouts for Accounts and Contacts depending upon the users role.
• Created workflow rules and defined related tasks, email alerts, and field updates.
• Customized organization-wide-defaults, profiles, role hierarchies, sharing rules, field level security, and record level permissions to manage sharing access among different users.
• Designed and deployed several custom objects, custom tabs, page layouts, search layouts, related lists, pick lists, dependent pick lists, master detail relationships, look up relationships, and roll up summary fields on custom objects.
• Created custom dashboards.
• Performed data migration from ACT CRM to Salesforce CRM for users spanning multiple geographical areas.

Confidential, Seattle, WA

SAP CRM Project Manager

Responsibilities:

• Project manager for SAP CRM implementation for a scope that included configuration of planning and forecasting, activity management, opportunity management, quotation and order management, price management and sales analytics.
• Managed re-engineering the sales processes focused on the reducing the cost of sales
• Replaced mission critical legacy lease systems and through process improvement improved the communication between sales and service.
• Develop unique process for high touch high priority customer
• Managed the Implemented recommendations from Marketing Department that affected user interface and user experience.
• Established effective project procedures that supported the project management standards and guidelines.
• Created standard development process that team used to effectively deliver the blueprinting, design, coding, unit testing, and integration testing for the basic functionality in a timely predictable manner.
• Created and delivered Steering Committee status reports on a weekly basis.

Confidential, Birmingham, AL

SAP CRM Project Manager

Responsibilities:

• Project manager for SAP CRM implementation with a scope that included configuration of planning and forecasting, campaign management, opportunity management, quotation and order management, price management, field services and sales analytics.
• Lead a team of 2 technical and 5 functional consultants.
• Created a solution for reducing duplicated process between front and back office operations.
• Delivered cost reduction through branch operation centralization and HQ process re-design (Up to 20%)
• Improved the sales cycle by integration front office and back office, which also resulted in an improved consistent customer service experience.
• Managed the budget, resource plans, and project plans for all on-site team members.