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Click here or scroll down to respond to this candidateCandidate's Name
SALESFORCE ADMINISTRATOR, BUSINESS ANALYTICS AND CRM MANAGEREMAIL AVAILABLEStreet Address Notting Hill ctPHONE NUMBER AVAILABLEOBJECTIVESalesforce Administrator and CRMManagement Manager with 25+ years ofexpertise in IT systems and businessanalytics. Renowned for implementing andmanaging Salesforce across multipledivisions, enhancing operational efficiencyand client satisfaction. Skilled in strategicaccount management, enterprise riskframeworks, and process optimization,consistently delivering results that surpassbusiness objectives.SKILLSEXPERIENCECustomer Relationship Management Manager Mar 2014 Oct 2022 The Clearing House Payments Corporation Winston-Salem, NC Microsoft Dynamics 365 & EDI Consultant Mar 2012 Oct 2012 ABI, Inc. Greensboro, NCABI, Inc., Mocksville, NCSystems Automation Lead Nov 2010 Nov 2011Merz PharmaceuticalsInformation Systems Support Analyst Apr 2003 Oct 2010 Volvo North AmericaGlobal Systems Support Specialist Team LeadIBM Global ServicesEDUCATIONBachelors of Science Degree in Information Systems& Operations Management/Minor in AccountingMay 1994 Jun 1997University of North Carolina Greensboro, NCCERTIFICATIONS & COURSESCertified Salesforce Administrator (2017)Microsoft Certified Professional Workstation and Server (2000) CRM managementData analysisSalesforce adminReport generationWorkflow automationBusiness intelligenceBusiness process improvementACH PaymentsRisk managementSystem integrationSpearheaded organization-wide Salesforce adoption and integration, streamlining CRM processes for 2,000+ client accounts, enhancing data integrity and operational efficiency across global financial accounts.Managed & Administered Salesforce platforms across various divisions, ensuring seamless operations.Provided technical, product and business support to 350+ global financial institutions; played a key role in on-offboarding ACH / EPN setup, and business process guidance. Prepared Annual Budget, forecasting, and P&L reconciliation for CRM Sales team. Contributed to the 94% rating score on CRM Annual Customer Satisfaction Survey, evidencing excellent client support.Liaised & facilitated collaboration between cross-functional teams, conducting comprehensive system evaluations to identify key improvements, ensuring successful project execution, best practice adoption and optimization of CRM system functionality, reliability, and performance.Led business cost & revenue analyses to craft compelling sales strategies for Payment Products. Constructing persuasive product sales business cases and proposals for large Financial Institutions.Enhanced CRM efficiency by refining data processes and system protocols, improving operational outcomes ensuring high data fidelity.Managed regular rigorous CRM data audits, ensuring compliance, data security and data accuracy by refining audit processes and ensuring data integrity through consistency.Pioneered innovative CRM strategies that significantly improved client relations and operational agility, this expert guidance in CRM system management, enhanced team capabilities and service quality.Revamped CRM reporting mechanisms for improved monthly data accuracy and pioneered CRM reporting updates, significantly improving report generation efficiency and guide strategic business decisions.Streamlined and optimized CRM data & workflows, enhancing Salesforce interface usability, operational efficiency & accuracy, reducing processing times and boosting user satisfaction.Enhanced team skill sets by developing and deploying specialized CRM training modules& tutorials elevating team proficiency.Mentored CRM team and junior staff direct reports, fostering a culture of continuous improvement and skill development while boosting CRM system proficiency and team performance.Ensured error-free transaction deliveries, prompt resolution of EDI transmission issues and smooth transition management of implementations.Provided technical guidance to clients on EDI standards, mapping, connectivity solutions and resolving production issues in Gentran/Sterling software, enhancing operational efficiency.Collaborated with cross-functional teams to analyze business requirements, design customized solutions and manage invoicing & reporting using MS Dynamics.Collaborated with regulatory compliance departments, ensuring alignment with Federal Regulations Monitored compliance and functionality of SFA system, enhancing operational efficiency Played a key role in ensuring Merz Corporate procedures meet PDMA and FDA standards Contributed to the successful promotion of drug sales and marketing strategies Ensured accuracy & compliance on System Product Technical Specifications/CAD, for Mack-Volvo Engineering team.Managed Customer & IT Technical Support for all US X12 & EU EDI transactions, assuring error free delivery.Provided technical support to end users for network connectivity problems, hardware and software issues, resolving issues promptly. Created user guides and documentation for IT systems and applications. Conducted software installations, upgrades, and patches to enhance system performance.Managed helpdesk support tickets for software and hardware issues to ensure timely resolutions.Provided end-user & technical support for all user application interfaces for Volvo N.A.; SAP modules, system enhancements, system integration issues & configurations, resolving efficiently.Led Implementation, Training, and Customer Technical support for Oracle based Logistics TMS system.Led a cross-functional team in the migration of legacy mainframe billing and order management systems Spearheaded the decommissioning of outdated systems, introducing GUI applications Ensured seamless operations through 24/7 mainframe support monitoring. |
