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Work Background
West Shore HomeProject Specialist II
Oct. 2023*Accomplishes complex Salesforce projects thoroughly, including automation, data management, and reporting, earning praise from management and stakeholders for high level of accuracy. *Manages Salesforce data, including data cleansing, using other automation to advance data accuracy. *Retains exceptionally low QA rejection rate by thoroughly testing as multiple personas. *Proactively monitors Salesforce reports and flow errors to swiftly identify potential issues. *Builds strong relationships with internal stakeholders to identify business requirements, perform analysis, and provide data-driven recommendations. *Identifies flow errors for correction, eliminating ongoing error notifications. *Achieved Triple Star Ranger status on Trailhead, the online learning platform for Salesforce, which involves completing 300+ badges.
Savvas Learning Co (formerly Pearson K12 Learning)Salesforce Administrator
Jul. 2011 - Sep. 2023San Tan Valley, Arizona, United States*Designed and implemented Salesforce automation solutions for all business groups, ensuring optimal performance. *Ensured system integrity by performing object configuration, security, and user maintenance tasks. *Integrated 3rd-party survey applications with Salesforce. *Established strong relationships with stakeholders to refine and execute requirements. *Expertly managed data using Data Loader for data manipulation and import/export tasks, ensuring data integrity and accuracy. *Provided comprehensive support by responding to ad hoc requests from all teams, delivering timely assistance for discovery, information, training, and reporting needs. *Spearheaded, planned, and implemented Classic-to-Lightning migration for business groups, including layout design, training, and ongoing support.
Pearson School SystemsManager
Jan. 2006 - Jan. 2011Technical Support Manager for the Pearson School Systems Technical Support department, assessment team. My duties have included: * Transitioned team between company divisions, including personnel changes, software training, consulting with division management, the physical move, and more. * With product and department management, planned support agreements, technical changes, and product-specific processes for new products. Successfully implemented support for several diverse products, many of which had minimal documentation or training. * Along with the team, learned product features and in-depth analysis skills. Became a product expert for many products. This proved extremely helpful when managing team problems and customer satisfaction issues. * Provided direct support and authored documentation when the team was understaffed. * Provided and often gave training for supported products and SQL data analysis. * Mentored team by having frequent one-on-one meetings, coordinating and encouraging personal development courses, and providing meaningful performance reviews. * Other duties included hiring staff, managing case queues, representing team in product meetings, and in-depth reporting.
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