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Work Background
Business Impact NWSenior Salesforce Consultant
Jun. 2024 - Dec. 2024Seattle, Washington, United StatesCollaborated with the Salesforce administrator at Business Impact Northwest to resolve hundreds of overdue Salesforce support requests, addressing critical backlogs caused by IT department turnover. Partnered with organizational leaders to design and implement an agile software development lifecycle, which included organization-wide training and the creation of a custom backlog and sprint tracking application within Salesforce. Spearheaded the transition of multiple processes in-house from external vendors, driving significant cost reductions while improving process stability and reliability. Delivered advanced training to the Salesforce administrator on solution architecture, sustainable data model designs, and ITIL fundamentals, enhancing their expertise and equipping them to handle complex challenges. These efforts collectively improved operational efficiency, strengthened the organization’s technical capabilities, and positioned it to scale and adapt effectively to evolving needs.
Sol SystemsSenior Salesforce Consultant
Nov. 2023Washington, DCPlayed a key role in the development of Experience Cloud portals for a pioneering solar credit offset venture, enhancing customer engagement and digital self-service capabilities. Architected and deployed advanced Salesforce flows to automate and streamline the referral process, enabling existing customers to effortlessly refer friends and family through a bespoke referral code system. Designed a groundbreaking solution allowing companies to support environmental sustainability by facilitating subscriptions for solar credit offsets, paid by the company, based on employees' home energy consumption. Innovated a user-friendly digital survey tool within the Salesforce platform, leveraging weather data and national energy institute insights to estimate electric usage for new and existing subscribers, personalizing the solar credit offset experience. Collaborated with cross-functional teams to integrate these solutions seamlessly, ensuring scalability, data integrity, and a cohesive user journey within the Salesforce ecosystem.
Girl Scouts Heart of the Hudson, Inc.Salesforce Trainer
Aug. 2023 - Sep. 2023Montgomery, New York, United StatesIron Triangle Technology Consulting partnered with Girl Scouts Heart of the Hudson (GSHH) to enhance Salesforce adoption and usage among their staff. This engagement included virtual one-on-one training for the Data Analyst to strengthen their ability to manage Salesforce data, build meaningful reports, and address pressing reporting needs. ITTC also conducted in-person training sessions for all GSHH staff, emphasizing the benefits of Salesforce in streamlining their daily operations. Customized departmental trainings were held to address adoption challenges and reinforce role-specific Salesforce applications. The project delivered training materials, actionable summaries for each department, and strategic next steps to support sustained Salesforce utilization and organizational efficiency.
Iron Triangle Technology ConsultingExecutive Director & Founder
Jul. 2023Las Vegas, Nevada, United StatesEmpowering businesses through technology excellence. The mission at Iron Triangle is to drive impactful digital transformation for businesses of all sizes. We specialize in crafting tailored strategies, seamless user experiences, and enduring technological solutions. Our dedication lies in equipping teams with game-changing capabilities, and propelling businesses towards sustained growth, operational efficiency, and limitless possibilities. Core Service Areas: - Salesforce Consulting: As an official Salesforce partner, we bring a wealth of expertise in harnessing the power of Salesforce to supercharge your operations. From implementation to optimization, we ensure you make the most of this cutting-edge platform. - Fractional CIO Services: Not every organization needs a full-time Chief Information Officer. That's where our Fractional CIO services come in. Benefit from strategic technology planning, vendor management, budgeting, and more, all without the overhead of a full-time executive. - Nonprofit Technology Advisory Services: With over a decade of dedicated service in the nonprofit sector, we understand the unique challenges and opportunities you face. Let us help you leverage technology to further your mission and drive impact.
Project SunshineSenior Manager of Digital Experience
Aug. 2021 - Jul. 2023New York, New York, United StatesIn my role as the Senior Manager of Digital Experience at Project Sunshine, I led the integration and advancement of new and existing technologies across the organization, focusing on digital transformation, knowledge management, and data service optimization to enhance user experiences. Leveraging my expertise in the digital landscape, I drove actionable insights and architected robust solutions that bridged the gap between cutting-edge technology and mission delivery. I spearheaded comprehensive management of our Salesforce CRM system, shaping business processes, customizing functionalities, and collaborating with external consultants to align and implement strategies effectively. As a leader-collaborator, I designed solutions and led digital transformation initiatives, integrating technology into every facet of our mission strategy. A key achievement was serving as the product owner and project lead for the Sunshine Platform, a groundbreaking organizational management system that revolutionized our mission delivery. Throughout, I worked closely with stakeholders to propose strategic digital initiatives, establish criteria for successful implementation, and ensure sustainable improvements in organizational performance.
Girl Scouts of the USAManager of Knowledge Management and Service Delivery
Jul. 2018 - Aug. 2021New York, New York, United StatesAt Girl Scouts of the USA National Office, I played a crucial role in shaping service delivery and knowledge management strategies for all 111 regional councils across the US and overseas, particularly during an organizational restructure. As a key member of the Customer Office, I led efforts to enhance staff skills, transition knowledge from tacit to explicit, and develop a customer-centric technology roadmap. I conducted comprehensive business process analyses, balancing technical and business needs to bridge these domains effectively. In my capacity as the product owner for enterprise-wide knowledge management and Salesforce Service Cloud, I collaborated closely with stakeholders to understand their needs, translating these into technical requirements and actionable strategies. My role required a deep understanding of information architecture and effective knowledge transfer, ensuring valuable information was accessible and usable across councils and the national office. As the Subject Matter Expert in case management and customer service, I provided guidance to shape strategies and improve practices across the organization. Leveraging principles of Enterprise Architecture, I integrated business processes, systems, and information to support strategic decision-making, enhance operational efficiency, and foster continuous learning and innovation. This comprehensive experience equipped me with the skills to excel in roles requiring a profound understanding of Salesforce and the ability to align business needs with technical solutions.
Girl Scouts of Southern NevadaChief Operating Officer
Jul. 2014 - May. 2018Las Vegas, NevadaAs Chief Operating Officer for the Southern Nevada Chapter of Girl Scouts of the USA, I played a pivotal role in guiding and directing the council’s business operations and technology strategies. My responsibilities spanned data analytics, technology management, customer service, process mapping, project management, and overseeing the world-famous Girl Scout cookies sale for the Southern Nevada region, managing a budget of over $7M. These efforts ensured alignment with the mission and vision of Girl Scouts of the USA. I leveraged data analytics to drive strategic decision-making and optimize business performance, managing technology resources to align with our business needs. This included a deep understanding of various technology platforms, particularly CRM systems, to translate business requirements into effective technical solutions. I oversaw customer service operations, implementing strategies to enhance satisfaction and engagement, and led business process mapping efforts to increase efficiency and effectiveness. A key achievement was assisting the CEO in developing an organizational restructure to support the council’s migration to Salesforce. I restructured the IT department for optimal process improvement and technological growth, resulting in a $250,000 cost saving within six months through strategic IT purchases and policies. Additionally, I managed the Business Services department responsible for project management, data analysis, and process improvement. My role ensured that our council’s operations aligned with broader organizational goals and enhanced the overall member experience.
IGTTechnical Business Analyst
Apr. 2012 - Jul. 2014Las Vegas, Nevada AreaAs a Technical Business Analyst and a key member of the Global Order Fulfillment Business Improvement team, I managed a diverse portfolio of projects. My responsibilities included overseeing a department-wide Salesforce deployment, where I was involved in every stage of the process, from testing and training to support and analytics reporting. I was also responsible for a complete SharePoint Multi-site Redesign, the creation of a comprehensive Skills Improvement Training Program, an ISO compliant internal Document Control system, and multiple digital project management toolkits. These projects required a strong understanding of various technology platforms and the ability to manage complex projects effectively. In addition to these responsibilities, I handled all Tier I-III PC tech-support issues for a team of 40+ people, and served as a member of the Employee Engagement and Recognition Committee and the ISO Audit Preparation Task Force.
Grand Sierra ResortFront Office Operations Manager
Jan. 2010 - Apr. 2012Reno, NevadaServed as the manager for a 2500 room resort. Lead a team of over 40 employees through daily hotel operations. Created advanced reporting tools to track employee recognition, employee training, occupancy management, occupancy forecasting, staffing management, and guest resolution management. Assisted the director of hotel operations with managing and forecasting the divisional budget. Created and maintained various policies and procedures including but not limited to: a department-wide training program, a property-wide overflow and walk program, and a department wide emergency response program. Created and maintained the division’s first employee engagement and recognition program.
Apple RetailMac Specialist
Oct. 2007 - Jun. 2008Reno, NevadaAs a Mac Specialist at Apple, I was involved in the sales and support of Apple products and services. I excelled in meeting strict sales goals and metrics, providing exceptional customer service and product knowledge. Additionally, I contributed to employee engagement as a member of the employee morale team and facilitated the smooth onboarding of new employees as part of the new employee orientation team. I also utilized my technical expertise to assist with the triage and repair of various Apple products at the Genius Bar.
Peppermill Resort/CasinoHotel Shift Supervisor
Feb. 2007 - Aug. 2009Reno, NevadaAs a Hotel Shift Supervisor, I led a dynamic team of 20+ in managing daily front desk operations. I collaborated with various departments like PBX, Reservations, and Housekeeping to ensure guest satisfaction. I personally met with VIPs, providing a personalized experience. I also contributed to quality control for a new 600+ room tower construction. Additionally, I stepped in as the acting Manager on Duty for the hotel division as required.
Silver Legacy Resort / CasinoFront Desk Agent / PBX Operator / Reservations Specialist
Dec. 2005 - Jul. 2008Reno, Nevada AreaAs a versatile hospitality professional, I excelled in multiple roles, including Reservations Specialist, PBX Operator, and Front Desk Agent. In my role as a Reservations Specialist, I handled future reservations, consistently meeting booking quotas. As a PBX Operator, I managed overnight communication, demonstrating self-reliance and ensuring emergency responsiveness. As a Front Desk Agent, I provided excellent guest service and assisted with occupancy management. My adaptability and strong customer focus make me a valuable asset.
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