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Work Background
SmartsheetSalesforce Administrator
Nov. 2022•Designed and implemented a new role hierarchy and permission strategy, optimizing user access control and security in Salesforce. •Administered and maintained integrations with third-party applications (DocuSign, Okta, Outreach, Drift) to enhance Salesforce functionality and streamline workflows •Conducted regular system audits to identify and resolve configuration and data issues, ensuring platform integrity. •Collaborated with stakeholders to gather user requirements and customize Salesforce to align with business needs. •Worked closely with cross-functional teams to understand user workflows and tailor Salesforce configurations accordingly. •Developed and maintained comprehensive documentation for user management processes and best practices. •Ensured data integrity and compliance with user access policies through routine audits and access controls.
IBMSalesforce Business Analyst for CMPC
Apr. 2022 - Sep. 2022Costa Rica•Designed, planned, and implemented user authentication measures (SSO & MFA) for 1450 users, enhancing security and access control. •Monitored adoption rates, providing targeted training, communication, and documentation to ensure a smooth transition. •Designed, configured, and maintained Salesforce standard, custom, and junction objects, along with user roles, security profiles, and workflow rules. •Managed regional databases, performing administration, de-duplication, and cleanup to maintain data accuracy. •Handled incident management across three Salesforce environments (Sales Cloud, Service Cloud, and Experience/Communities). •Developed reports, dashboards, and monitoring processes to ensure data quality and integrity.
IBMSalesforce Business Analyst
Nov. 2021 - Oct. 2022Costa Rica•Assisted clients in designing business architecture, developing processes, and implementing Salesforce CRM solutions. •Built and optimized Salesforce architecture, leading business user design and user experience sessions. •Led functional discussions with clients and internal teams, leveraging consulting expertise and Salesforce CRM knowledge. •Identified business pain points and delivered tailored solutions using the Salesforce platform. •Designed and implemented automation tools to streamline business processes (Workflow Rules, Approval Processes, Flows, and Process Builder). •Managed system and user acceptance testing, user adoption strategies, change management, and training initiatives.
IBMSalesforce Business Analyst for Royal Caribbean International
Nov. 2021 - Apr. 2022Costa Rica•Led the installation and configuration of the Work.com package. •Implemented solutions that resolved system errors and data issues, preventing downstream impacts on service teams and improving operational efficiency. •Designed and deployed service applications, including Knowledge, Omni-Channel, and Chat, enhancing support workflows. •Configured the organization’s data accessibility model, optimizing security and permissions. •Successfully completed implementations serving over 1200 users, improving system usability and team.
AmazonMachine Learning Data Specialist - Prime Air
May. 2021 - Nov. 2021Costa RicaKey Responsibilities •Developed and maintained processes to streamline daily operations, ensuring alignment with stakeholder and user needs. •Led workflows, coaching team members, tracking progress, and escalating issues as needed. •Collaborated with cross-functional teams to implement and validate automation solutions. Main Achievements •Provided process support for two key workflows. •Implemented performance metrics for two skill sets, automating tracking and reducing resource use by 442 hours annually. •Created a dashboard that improved decision-making, cutting 260 hours per year. •Migrated data to SharePoint to automate processing and enhance collaboration, reducing workload by 234 hours.
AmazonHR Assistant - Disability and Leave Services
Aug. 2020 - May. 2021Costa Rica•Conducted quality audits for a team of twenty associates, ensuring adherence to operational standards and best practices. •Led the calibration of up to seven topics with key stakeholders, including the Accommodation Consultant Ops Manager, Intake Ops Manager, Senior Accommodation Consultant, and DLS Master Specialist, resulting in the successful implementation of a standardized operating procedure (SOP) for the intake team. •Mentored five associates, providing coaching on call structure, soft skills, and strategies to improve average handle time. •Spearheaded the revamp of support materials for the intake department, enhancing clarity and usability for associates.
AmazonPremium Support - Selling Partner Support
Jul. 2019 - Aug. 2020Costa Rica•Provided personalized technical support for Amazon Web Services to Premium Sellers on Amazon.com and Amazon.ca, assisting with account management, inventory, payments, operational processes, and compliance with Amazon policies, as frequently as needed to support their business demands. •Trained and mentored four Gemba champions. •Coached and monitored the progress of over ten associates throughout the process improvement cycle. •Coordinated and facilitated workshops on the implementation of new processes. •Developed a structured mechanism to address workforce management (WFM) challenges related to associate floor support and product inquiries, ensuring timely responses while minimizing transitions to a WFM model.
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