Nov 2025 – Present · 5 mos · Remote

May 2023 – Mar 2025 · 1 yr 10 mos · Houston, Texas, United States · Remote

• Supported 500+ end users by managing Salesforce production issues across 4 agile scrum teams, ensuring critical processes in Sales, Revenue Management, Accounting, and Supply Chain operated without delays
• Reduced developer troubleshooting time by 15% by preparing documentation summaries, debug logs, SOQL queries, and replicating issues in lower environments to provide a smooth handoff streamlining issue resolution
• Identified process improvements by reviewing support cases to uncover systemic issues, leading to the
• implementation of automated solutions
• Improved delivery of Salesforce solutions by acting as a business analyst to assist scrum teams, gathering and documenting requirements from end users, and translating business needs into actionable specifications for developers within scrum teams
• Increased onboarding efficiency by 25% by creating comprehensive technical documentation and process
• guides, improving team knowledge transfers and system understanding

Sep 2021 – May 2023 · 1 yr 8 mos · Houston, Texas, United States · Remote

• Ensured timely resolution of critical issues by managing service requests and incidents, collaborating with
• stakeholders and IT leadership, and proactively prioritizing issues to maintain high customer satisfaction (CSAT)
• Recognized for exceeding individual performance expectations, contributing to the application support team’s achievement to year-end metric goals
• Improved billing accuracy and increased data review efficiency by 40%, ensuring accurate billing for Sunnova customers by creating template automations that streamlined the data review process, ensuring customer bills accurately reflected charges based on contract type and production amounts

Apr 2018 – Sep 2021 · 3 yrs 5 mos · Houston, Texas, United States · Remote

• Maintained high client satisfaction by collaborating with service managers to monitor progress and ensure all deliverables were met in a timely manner
• Ensured accurate and timely data delivery by overseeing daily ETL workflows across 4 client databases,
• maintaining data integrity and alignment with requirements using workload automation and Oracle PL/SQL
• Improved campaign effectiveness by processing client data with Mainframe JCL, turning raw datasets into
• tailored insights for direct marketing initiatives
• Increased accuracy and reduced manual processing time by 70% by creating project documentation and
• automated templates, streamlining workflows and ensuring consistent project deliverables

Nov 2013 – Jan 2020 · 6 yrs 2 mos · Houston, Texas, United States · On-site

• Strengthened customer relationships and increased sales by delivering personalized product recommendations tailored to individual needs, resulting in improved customer satisfaction and sustained business relationships
• Drove additional revenue growth by partnering with team members to optimize upselling strategies, improving adoption of protection plans and warranties
• Boosted seasonal team sales by providing hands-on mentorship to 6 employees each year, leading to
• measurable improvements in customer satisfaction and sales performance