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Manager, Data Quality & Territory Operations Resume

San Francisco, CaliforniA

CAREER OBJECTIVE:

Leverage extensive sales, sales operations & business analysis experience along with hands - on technical & functional knowledge of CRM SaaS applications (Salesforce, CRM On Demand & SAVO Sales Enablement), excellent communication, motivational, and presentation skills to help organizations maximize ROI on CRM solution investments by helping sales teams become significantly more effective.

SKILLS SUMMARY:

Two years of hands-on Salesforce Administration & Development experience. Eight years of hands-on CRM On Demand Administration & Development experience. Certified Salesforce Admin & Developer, certified SAVO Sales Admin, and certified Scrum Master with project management & leadership skills. Team player with in-depth knowledge of Sales, Marketing and Service business processes. Experienced working as a trusted advisor of executive sponsors, stakeholders and business users. Experience working with development teams throughout the project lifecycle. Experienced global sales operations team leader with & mentoring skills.

SKILLS:

  • Oracle CRM On Demand Administrator
  • SAVO Sales Enablement Administrator
  • MS Excel, Demand Tools, Data Loader
  • Certified Siebel 7 Core Consultant / Business Analyst
  • Crucial Conversations and Effective Meetings Facilitator
  • Emerging Leaders Course Series
  • Situation Leadership, People to People Communication Skills and Negotiation Skills.

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, California

Manager, Data Quality & Territory Operations

Responsibilities:

  • Partnered with Global Sales Strategy and IT to enrich Companies and Accounts data for optimum sales territory alignment for company’s “Go For Growth” strategy
  • Worked with SFDC platform and several instances for large-scale data migration & validation
  • Collaborated with IT teams to clarify business processes & data needs
  • Investigated data issues, performed analyses, proposed and executed solutions. Defined IT project requirements for issue resolution

Confidential, Foster City, California

Salesforce & SAVO Sales Enablement Administrator

Responsibilities:

  • Provided day-to-day end user support to all levels of the organization
  • Salesforce Administration tasks included maintaining data security & access, creating custom objects, custom fields and page layouts and troubleshooting workflows & validation rules.
  • Provided real-time level-2 support and acted as escalation point for incidents related to the Salesforce platform and associated integrations.
  • Led weekly status review calls, prioritized and resolved Salesforce cases & feature requests.
  • Developed and maintained Sales & Case management dashboards and reports.
  • Worked closely with stakeholders, business users and project managers to influence implementation of appropriate solutions.
  • On boarded new hires on Sales Tools (Salesforce & SAVO) and provided ongoing .
  • Worked cross-functionally to maintain and improve Salesforce user experience & efficiency.
  • Collaborated with global content owners to ensure global sales & specialists have on demand access to the most relevant & up-to-date content.
  • Worked cross-functionally to develop and implement new sales methodology & processes.
  • Launched customer surveys, identified improvement areas and facilitated focus groups.
  • Played an integral role in CRM On Demand to Confidential platform migration project.

Confidential, Foster City, California

CRM On Demand & Sales Enablement Administrator

Responsibilities:

  • Provided day-to-day end user support to all levels of the organization.
  • Maintained user roles and profiles, security settings, access settings.
  • Prepared user guides, facilitated workshops and hosted knowledge-share webinars.
  • Led business requirement sessions and documentation for field mapping and configuration.
  • Played an integral role in Multi-tenant to Single-tenant platform migration project.
  • Reduced costs up to 30% by optimally & allocating onshore and offshore sales operations support resources.
  • Drove standards of performance and specific actions that assisted the Regional Sales Operations Teams with Sales support activities.
  • Led Client Central (SAVO platform) governance team meetings - practiced & monitored progress towards achieving compliance best practices objectives.
  • Conducted day-to-day administration activities and made configuration changes & enhancements to On Demand supporting tools.
  • Designed and implemented data integration, reporting based on sales methodology
  • As a Customer Advisory Board member, identified and escalated enhancement requests and worked closely with Vendor Product Management team to prioritize and coordinate future releases and upgrades.
  • Led upgrade new release validation efforts.
  • Formulated recommendations for ongoing corrective measures for automation.
  • Managed virtual teams of third-party support individuals and served as the interface with regional teams within the company.
  • Coached and developed 1st and 2nd level CRM Help Desk Team.

Confidential, Sunnyvale, California

Senior Business Analyst

Responsibilities:

  • Gathered Sales and Marketing business requirements and customized Siebel CRM On Demand Lead Management System
  • Developed and delivered to Partners and Sales Executives
  • Collaborated with vendors on required integrated solutions on Quote to Cash and Asset Management functionality
  • Drove resolution of issues pertaining to the marketing and sales business processes, data interfaces to and from other integrated systems
  • Designed and customized Analytics Reports for On Demand users and Executive Management
  • Worked with Business Executives and Vendors on the support, maintenance and enhancements of various business systems including Web Portals, Lead generation, Sales & Quoting and Order fulfillment
  • Performed user acceptance testing and release activities. Served as a liaison between the business users and the end users for testing against defined requirements

Confidential, Hayward, California

Business Analyst / Siebel Administrator and Trainer

Responsibilities:

  • Performed gap analysis and prepared business and design requirements documents.
  • Identified business capability deltas between Siebel, Oracle and required functionality.
  • Prepared presentations for business on application functionality, business process workflows and reporting capabilities for Marketing, Sales and Call Center work stream leads.
  • Reviewed and validated data flow and entity relationship diagrams.
  • Prepared Siebel Analytics data architecture design, installation & post-installation docs.
  • Built models for dashboards and reports (Marketing, Sales, Service, and Partner).
  • Created Ad-hoc reports, added tables, charts and pivot tables and applied formatting options.
  • Developed and maintained User Acceptance Testing plans and scripts for Marketing, Call Center and Sales.

Confidential, Santa Clara, California

IT Business Analyst

Responsibilities:

  • Collected business requirements, developed metrics and, performed failure and root cause corrective action data analysis for eCPAS project.
  • Performed Solaris build and application release engineering tasks to promote alpha, beta and production releases for installation at the Data Centers. Achieved on-time, and within budget quality releases for business.
  • Documented and formalized all CRM Release Engineering activities, including installation and data load errors.
  • Worked closely with development and product management teams to manage outstanding product defects through to resolution. Validated and documented workarounds and resolutions. Prioritized and escalated enhancements requests.
  • Developed IT strategic plans, managed Siebel projects and investments, and conducted total cost of ownership / ROI analysis for the Siebel PMO.
  • Performed infrastructure reviews within the defined Siebel project scope, assisted with vendor scorecard analysis and processed escalations for all Siebel projects at Sun.
  • Maintained the matrix of all Siebel projects within Sun (with corresponding links to Sun Web) and hosted Technical Information exchange forums, Project Manager Meetings and events.

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