Dec 2021 – Present · 4 yrs 3 mos

Jan 2021 – Present · 5 yrs 2 mos

Jan 2021 – Jul 2022 · 1 yr 6 mos

Oct 2019 – Present · 6 yrs 5 mos

• Mostly I just cause trouble.

Oct 2019 – Dec 2020 · 1 yr 2 mos · Atlanta Metropolitan Area

Apr 2019 – Oct 2019 · 6 mos

• Provide technical reviews of potential Salesforce placements for both Administrator and Developer roles.

Dec 2018 – Present · 7 yrs 3 mos · Atlanta Metropolitan Area

• Modern Sales Pros is the world's largest community for leaders in sales, operations, enablement and related disciplines. Our mission is to help our community learn how to solve the biggest challenges they face (and would otherwise bang their head against the wall trying to solve). Our 13,000 members learn from each other through our online message board and through amazing in-person events.

Nov 2018 – Oct 2019 · 11 mos · Greater Atlanta Area

• Service Cloud
• Migration of Zendesk into Salesforce
• Implementation of new record types
• Introduction of Process Builder and Lightning Flows
• Internal PoC for LEX Migration
• Sourced and managed vendor consultancy relationships
• Community
• Implemented Knowledge and migrated from Sandbox
• Knowledge
• Migrated legacy articles from Zendesk
• CPQ
• Developed Governance framework for Salesforce org

Aug 2017 – Nov 2018 · 1 yr 3 mos · Greater Atlanta Area

• Provide oversight and maintain ownership/operational support for Salesforce and related packages as the platform lead. Responsible for the day to day management of a 3 member team of certified admins. Active on the Salesforce Success forums, as well as an attendee of monthly user group meetings.
• Salesforce.com | Pardot | StrongPoint.io | Salesforce CPQ | Cloud Coach | ServiceCloud | Communities | Shield | Sales Cloud | Analytics Cloud
• Proficient in the understanding of APEX and comfortable in all forms of Declarative Administration

Sep 2016 – Aug 2017 · 11 mos · Atlanta Metropolitan Area

• Provide a secure, highly customized Salesforce.com CRM application with the purpose of enabling Riskonnect employees with the ability to service the most complex and advanced clients in the Risk Management industry, with an emphasis on Data Integrity and Marketing Automation
• Applications Managed:
• ServiceCloud
• Marketing Cloud
• Sales Cloud
• SalesLoft
• SocialStudio (Radian6)
• Pardot (Salesforce integration Support)
• KROW Software (internal support)
• Financial Force PSA (internal support)
• Cornerstone LMS (internal support)

Jan 2016 – Sep 2016 · 8 mos · Salt Lake City Metropolitan Area

• Manage 3 organizations (Unlimited Edition)
• Responsible for daily and weekly reporting through use standard reporting/dashboard feature and customized dashboards
• Campaign Collaboration with Sales Operations and Sales Management to effectively leverage InContact
• Sole Admin/Business Analyst working in conjunction with Director of CRM Infrastructure and Apex Developer
• Daily utilization of Demand Tools (CRMFusion) to clean data in preparation for Campaign
• Responsible for daily administration of 200 users across 4 business units (over 1 Million records)
• Daily interaction/oversight in a business analyst role with an Apex Development team (1 in office, 3 offshore)
• Daily use of managed packages (Hubspot, Zuora, Marketo, Hoopla)
• Experienced in Scrum and Waterfall methodologies
• Onshore Product Owner-Hubspot (Marketing automation responibilites)
• Product Owner Hoopla

Aug 2015 – Dec 2015 · 4 mos · Salt Lake City Metropolitan Area

• Manage 20 agents in call center environment providing tier 1 and tier 2 technical support for a customer base of over 35,000
• Responsible for daily and weekly reporting through use of proprietary CRM tool
• Effective management of KPIs and scheduling of rotating call shifts through the use of Cisco call system
• Grew team from 6 agents 20 agents within first three weeks of position
• Spearheaded implementation of Desk.com through effective inter-department communication
• Created a training and review program to allow internal growth within the company
• Launched weekend Support team to handle overflow tickets
• Created internal Returns department to process 200+ returns per week without loss of resources to other departments
• Created internal training team: designed to work collaboratively with other departments to provide the most update information on new product and development releases.

Oct 2014 – Aug 2015 · 10 mos · American Fork

• ● Manage three concurrent projects with 80 agents in a call center environment
• ● Exceeded daily outbound call goals by 5,000-7,000
• ● Managed recruiting, hiring and new employee training for call center teams
• ● Developed and implemented a continuing education training course for experienced call center agents
• ● Accountable for the management and maintenance of several proprietary databases
• ● Responsible for the creation and growth of an after-hours technical support team for a Fortune 100 client
• ● Responsible for the sourcing, hiring and training of multi-lingual agents (Russian, Mandarin, Arabic, Urdu, French & Spanish) for work in a clean room environment (no outside electronics, pens/pencils etc.)
• ● Responsible for the creation and management of Internship program through UVU

Apr 2014 – Oct 2014 · 6 mos · Salt Lake City Metropolitan Area

• Created integrated Zoho database for client tracking
• Implemented industry specific CRM to ease processing of agreements
• Created company training program to increase confidence in sales representatives
• Participated in sales outing to increase knowledge and awareness of questions representatives receive

Mar 2014 – Aug 2015 · 1 yr 5 mos · Salt Lake City Metropolitan Area

• PartyUtah.com. These two words next to each other might seem out of place to some people. But for us involved in Utah's nightlife, entertainment and fashion industries, we know these two words belong together.
• As Salt Lake City grows and becomes a top business and vacation location in the U.S, both locals and out of towners are looking for ways to relax, have a good time and party their asses off; and believe us - there are plenty of options in our fine city. PartyUtah is here to capture those moments and let you know about where those moments are happening.
• For the last 12 years PartyUtah has provided an unprecedented look into a thriving and well established nightlife. From concerts to club nights, raves to red carpets and festivals to fashion nights, PartyUtah is here to capture the action. Consumers can log onto PartyUtah to find out what is happening in and around Salt Lake City and find the exact venue that will meet their entertainment needs.
• PartyUtah is the largest online nightlife and entertainment source for all of Utah.

Nov 2013 – Mar 2014 · 4 mos · Greater Chicago Area

• The vision of inRentive is rather simple: To create powerful tools that Reinvent the Way Landlords and Renters Connect. inRentive continues to push the limits with their developments, and strives to build products that are not only useful and easy to understand, but are also visually stimulating. inRentive believes that good design should lay the foundation for any product.
• inRentive firmly believes that their suite of tools provides a unique environment, laying the foundation for the industry to soar into new heights. Access to social validation tools, peer-to-peer feedback, and instant access to unit level inventory are critically necessary for the industry in the next decade. Consumer-focused tools developed with landlords in mind is exactly the forward-thinking strategy that is currently absent in today's marketplace. The inRentive suite was developed as a set of stand-alone products that are fully integrated. The suite, when used as a holistic solution, is truly the most effective and useful tool currently available. The inRentive team continues to add new features daily, which has allowed them to quickly grow into key players in the marketplace.
• Currently responsible for maintaining the integrity of our Salesforce database to include, report generation and daily analytics. Formerly responsible for the Southeast and Northwest territories, now I provide day to day management of the sales team, as well the on boarding of new employees and clients. Worked with Director of Design and Development to create a thorough training program and build the Support Department operating procedures from the ground up.

Aug 2010 – Dec 2021 · 11 yrs 4 mos