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Work Background
Revelry ToursTour Guide
Apr. 2024St Augustine, Florida, United StatesLearn scripts for various tours
Ensure safety of tour guests during walks around the city
Provide storytelling, historical facts and entertainment during a 2 hour True Crime Tour and 90 minute ghost tours
Provide customer service to tour guests
Answers questions and provide recommendations for guests
Ensure timely departures and tour completions
The Lactation NetworkSr. Salesforce Administrator
Jan. 2024 - Apr. 2025
LogicMonitorSr. Salesforce Administrator
Apr. 2022 - Jan. 2024United States
AmwellSr. Salesforce Administrator
Jan. 2021 - Apr. 2022Boston, Massachusetts, United StatesArchitected a "Resource" object to streamline submission on Sales Support Resource requests including Demos, SME Requests, Sales Ops / Deal Desk and RFPs. This consolidated our submission process, saved users time and ensured that requests could be processed in a timely manner due to collecting all of the appropriate information up-front. In addition, we were able to deprecate nearly 11 case record types. Consolidated profiles from 23 to 9 to improve security and enable SSO through Azure. This also allowed the team to off-load user creation to IT automatically when new users were added to the Azure directory. Architected a "call script" and in-take form for L1 support. All call center activity is captured via a case that is created while users run through a call script with customers. Utilized screen flows to provide guidance and surface relevant information based on issue types. The support side can now capture metrics on case deflection, first call resolution and call center can reduce training time. Improved release process via release schedule and utilizing GearSet.
Xede Consulting GroupConsultant
Sep. 2019 - Jan. 2021RemoteWork with Post Implementation customers on an ad hoc and overflow basis to resolve issues, provide guidance and create solutions to streamline workflow. Manage a bank of purchased hours per month to support clients Key Achievements:
- Created a flow that automatically links leads to existing accounts within Salesforce so that the customer can see a complete picture of what is happening with their efforts. In addition, we link activities as well so they can be seen on the account related lists. This saves the customer time and provides added value. - Utilize image formulas to display an image on customer accounts that have contracted pricing to meet a client need to visually distinguish these types of accounts from others in the system. Users are now able to quickly identify which accounts require additional processes. - Utilized a scheduled batch flow to iterate over new customers that have not created an order and created tasks that are assigned round robin to customer service agents. This allows agents to quickly reach out to customers that have been onboarded and check in on a timely basis rather than having to run reports and split up the lists. - Create a flow that takes opportunity products and explodes them out based on quantity when an order is automatically created based on the status of a related record. Flow also takes into consideration the product family to properly disposition the order to the correct queue based off of complex logic from products on order. This ensures that the orders get to the correct teams for processing in a timely manner.
ToastSr. Salesforce Administrator
Nov. 2018 - Aug. 2019Greater Boston Area Consult, design, develop and deploy solutions to improve workflow, resolve root cause issues for system defects, and resolve technical debt using declarative (point and click) development methods on the Salesforce.com platform
• Improve time to first touch resolution for the Business Operations Team (front line support) via a field for SLAs. This field utilizes a combination of field updates and formulas to meet very specific time goals for this team that has a 24 hour SLA - regardless of business hours.
• Streamlined communications and workflow for the call team that supports our payments department. Redesigned their case workflow, added some visual flows to automate routine processes and create tasks - moving them away from creating multiple cases for a single issue
• Created a test script template to document test steps and help identify failures during user testing
• mentor and peer review for junior administrators
Brown UniversityApplication Specialist
Jul. 2018 - Nov. 2018Providence, Rhode Island AreaSupport the Applications Reporting Systems (ARS) Team with various data maintenance projects via Demand Tools and other systems. Make recommendations and research / present on apps, products and system enhancements to improve usability and user experience Document processes as needed
SDN EssentialsDirector of Education
Feb. 2018 - Jul. 2018Remote- Utilize Salesforce.com to analyze business unit and make decisions regarding classes, resources and measure health of the business unit.
- Business development activities which have had positive impacts on our pipeline and strengthening current vendor relationships
- Manage 3 FTE Instructors, several contractors and administrative staff
- Continually improving our processes and tools to ensure that we deliver our 200+ yearly training events with high marks on customer satisfaction
SDN EssentialsEducation Delivery Manager
Oct. 2017 - Jan. 2018RemoteOversee all aspects of Education Delivery from scheduling to post event.
Support Account Executives in selling of Education Services
SDN EssentialsLogistics & Operations Manager
Aug. 2015 - Jan. 2018RemoteMy responsibilities include: CRM Administration, process development and improvement, customer service, class scheduling, resource scheduling, project management, logistics for training classes, and event coordination.
State Street BankCRM Trainer
Mar. 2015 - Aug. 2015Boston, maSales force.com support for IBG business
worked on Customer Adoption, user training, system improvements.
Created a survey to make system recommendations to improve adoption
Individualized training to help users get the most out of the system and improve workflow
FishNet SecurityCRM Administrator
Sep. 2014 - Mar. 2015Providence, RISalesforce.com Administration and internal user support / help desk.
Technical writing - release notes, release webinar, process and training documentation
Training - new hire on-boarding for SFDC team members and users
Enhancement / Release Cycle - all aspects from review to implementation. Special projects as assgined
FishNet SecurityTraining Coordinator
Nov. 2013 - Mar. 2015Remote (Cranston, RI)Coordinate logistics for training classes Maintain schedule of courses Utilize Salesforce.com to streamline processes Reconcile expense for billing Account management
Proteus NetworksEducation Services Coordinator
Jun. 2011 - Nov. 2013Cranston, RICoordinate logistics for training classes
Maintain schedule of courses Utilize Salesforce.com to streamline processes
Reconcile expense for billing
Account management
Thomson ReutersCRM Specialist (Salesforce)
Jun. 2010 - Jun. 2011Carrollton, TXSalesforce Administration and Maintenance
Technical support for 500+ end users
Training for new and existing employees
UAT Testing of functionality before a major release
Data uploads and management
Work on special projects like intergration of new business units into the Production and Test environments
Care N' Care Insurance CompanySales Coordinator
Jun. 2008 - Jun. 2010Fort Worth, TXSales support for outside agents. Duties included lead processing, Salesforce.com Administration and training, sales reporting and process improvement
Telephone administrator for my parent company and all subsidiaries. Wrote Administrative Process Guide for my division. This guide details all of the administrative processes and procedures. It has been used as a reference guide and also used to train my replacement when I transitioned
Alternate Access, Inc.Office Manager
Jul. 2006 - May. 2008Raleigh, NCSuccessfully completed TeleVantage Administrator training which allowed me to take general support calls from clients and participate in client training sessions
Responsible for all telephone administrator duties for a large law firm. This saved the law firm the expense of having to hire and train a new administrator.
Improved systems and processes to maintain all office supplies, promotional materials and other office management duties.
Researched trade show opportunities and coordinated all participation in trade shows.
Gained public speaking experience by speaking at career day events.
MarketSmart InteractivePayroll Administrator
Jun. 2005 - Jul. 2006Promoted from Sales Coordinator to Payroll Administrator in December 2005.
Was trained and expertly processed payroll and commissions for nine companies on alternating schedules using ADP Payroll Expert software. This included handling confidential information, maintaining vacation balances, terminating / adding employees, processing merit increases and/or bonuses and processing 401K contributions.
Coordinated smooth transition of payroll processing; when my position was relocated to the corporate office. This included training new administrator remotely and transitioning all files.
As a sales coordinator, I was the in house CRM expert and administrator. I designed training materials to train sales staff, worked on re-deploying the software after the initial implementation, developed processes and process improvements.
Misys Healthcare SystemsSales Coordinator
Jun. 2000 - Jun. 2005Single point of contact in corporate office for ten outside sales reps across the country. I worked with the sales team to create proposals and contracts, get approvals on discounts and incentives, maintain reporting for sales team and contract processing.
Built and fostered relationships with other departments and areas to improve processes and advocate for my sales team.
Promoted from Administrative Assistant in Research and Development.
While in R&D, I supported the Director and his management team. Trained other employees, worked to streamline internal processes, maintained reports and worked on special projects.
Coordinated team building events including travel, guest speakers, entertainment and surveys. Used the survey information to improve the events each year. Software
MS Office 2007, Access, Outlook, SAP, Salesforce.com, Right Now CRM, TeleVantage Phone Administrator, NEC Phone Administrator, ACT CRM, Seibol
EnterasysExecutive Assistant
Mar. 1997 - Jun. 2000Promoted for Inside Sales Territory Coordinator.
Handled all office managment, New hire training and assistant duties for Regional Director and staff
Handled build out of current space
Coordinator User Meeting
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