Work Experience

• Quickly mastered Salesforce Loyalty Management and took the lead on implementing it for a major global retailer.

• Led and implemented end-to-end Salesforce Loyalty Management solutions for major global retailers. Resulting in a 30% growth in customer retention and a 20% increase in average order value within 6 months.

• Migrated over 20 million customer records and automated key processes, freeing up the team to focus on strategic initiatives. Streamlining operations and boosting overall efficiency. 

• Collaborated closely with teams across strategy, business analysis, engineering, data management, and QA to deliver successful projects that met and exceeded client expectations. 

• Served as solution architect and subject matter expert (SME) for multiple implementations.

• Mentored and guided managed services and junior team members during leadership transitions and client solution design, fostering a collaborative and knowledge-sharing environment.

• Configured and customized Salesforce applications to align with client's unique business processes, fostering trust and ensuring long-term adoption.

• Developed clear and concise documentation to facilitate seamless communication and knowledge transfer, building strong client relationships.

• Conducted thorough needs assessments and gathered detailed business requirements to ensure solutions met customer expectations.

Ensure the stability and usability of all EmployIndy systems by performing maintenance, managing support requests, updating application and version, and delivering configuration and system enhancements

• Oversight of all technology and system functionality utilized at EmployIndy, including the servers.

• Created technical and business user process workflows for all internal network infrastructure and management of internal system workflows.

• Ensured all users can access basic functions, dashboards, and reports across EmployIndy Systems.

• Troubleshooted all technology/systems issues.

• Maintained, analyzed, and resolved support tickets relating to business applications and general systems issues.

• Collaborated across Internal teams to ensure system configuration and processes support business needs through configurations, customizations, and other means.

• Collaborated with internal leadership and IT vendors to plan and execute on systems integration projects.

• Researched and delivered findings for the establishment of network and hardware disaster recovery plans. Including creation of software, information, and file integrity protection protocols.

• Created and maintained systems level documentation.

• Assisted HR in onboarding new staff members by ensuring technology and systems are in place for each individual staff member.

• Assisted with construction of reports and data extractions via extraction and transformation. 

• Assisted in purchasing technology and platforms as necessary.

• Assisted in planning for the future strategy of system upgrades and integrations.

• Trained and empowered users to leverage Salesforce effectively, driving adoption and maximizing the platform's return on investment (ROI).

• Maintained system stability, usability, and security, ensuring timely resolution of support requests and seamless system updates. 

• Streamlined and integrated systems by analyzing processes and configurations, resulting in enhanced efficiency and improved user experience.

• Collaborated with cross-functional teams to gather requirements, troubleshoot issues, and implement effective solutions for new projects and initiatives.

• Efficiently managed and resolved customer cases, demonstrating understanding of their needs and providing timely solutions.

Responsible for research, development, implementation, and training users on new features or requests.

• Created reports and dashboards for internal and external constituents while building custom fields, objects, and automation processes.

• Served as Salesforce Administrator for an environment with 50+ users.

• Utilized business analyst skills to gather and document business requirements, including user stories, for a new feature development and new CRM implementation.

• Implemented a modified Agile methodology using native Salesforce objects to increase effectiveness and accountability throughout the organization that use the platform.

• Managed vendor and partner relationships, including contract management and applicant tracking system vendors.

• Identified risks that threaten project success and provide consultation.

• Configured users, roles, custom and formula fields, validation rules, page layouts and list views, and utilize process builder for automating email messages.

• Created reports, dashboards, and list views.

• Validated and activated local employers on the State of Indiana's job board, Indiana Career Connect.

• Validating employers through public and third-party resources.

• Documented activities in multiple systems.

• Provided, or escalated, support with the through the appropriate channels.

• Collaborated with internal and external partners to ensure that employers have resources to connect with local job seekers.

• Provided comprehensive Salesforce administration and user support across multiple business units.

• Researched, configured, and implemented new Salesforce features and enhancements.

• Designed and delivered customized Salesforce training programs, empowering users and maximizing adoption and productivity.

Support the expansion of workforce programs by engaging industry and workforce experts, employers, and other partners to expand and market the program to new sectors and underserved populations.

• Oversaw and managed the ApprenticeshipUSA State Expansion grant through it’s first two years of infancy

• Collaborated closely with the US Department of Labor to streamline the registration process for Registered Apprenticeship programs, resulting in a significant decrease in required federal documentation.

• Coordinated with various industry recruiters across the state to provide guidance and support for multiple workforce development programs.

• Supported the expansion of workforce programs by engaging industry and workforce experts, employers, and other partners to expand and market the program to new sectors and underserved populations.

• Built and maintained strong relationships with employers, government agencies, and school systems, fostering collaboration and support for workforce development initiatives.

• Developed business plans focused on expansion and implementation of company policies and procedures; establish timelines to recruit and train staff.

• Developed business growth opportunities with expansion and hiring additional staff.

• Instituted financial objectives; including preparing financial reports, submitting employee payroll, accounts payable, and developed a price-cost analysis to determine a competitive service-pricing model.

Led operations and administration of a five-county territory and one full-time district executive. Partnered with community and business leaders to build and maintain effective relationships with individual donors, corporate partners, and foundation staff resulting in a 41% increase in individual donor contributions within specific segments over a 3 year period. Recruited, trained, and evaluated three part-time employees, 54 individually operated units of 600 staff members, and local board of directors.

• Increased number of partner participants and subsequently increased number of clients served.

• Managed operations for the largest training program in a 16 county territory, which increased participation by 25% and set the standard for future trainings within the area.

• Implemented trainings, which increased volunteer staff members to be trained from 29% (of 562 adults) to 58% (of 556 adults) over a three year period.

• Served as a catalyst to identify, recruit, train, and retain staff leadership at all levels of business operations.

• Recruited volunteer staff for local board positions who were then quickly promoted to serve on the overall organizational board of directors.

• Developed and executed strategies to build customer and community loyalty through networking, community outreach, and increased focus on relationship building and customer service.

• Introduction of new projects increased client volunteers, which increased donor ties and strengthened organizational awareness resulting in exponential increase of dollar-per-donor.

• Increased local board member participation from 11 to 20 active members from 2012 – 2014.

• Redeveloped summer camp programs, which increased participation 100% over a two year period.

• Met financial objectives while consistently exceeding the net gain of program budgets.

• Selected by Area Director to serve as staff advisor for an honorary service group for the State of Indiana.

Led operations for a two-county territory. Recruited corporate executives and community members to serve on operating committees, which identified and secured financial contributions. Led and supervised year-round staff recruitment and client enrollment campaigns. Developed support requirements for employee onboarding and personnel allocation.

• Defined, allocated, and monitored budgets to meet project objectives.

• Recruited individuals and corporations to diversify client enrollment in demographically hard-to-serve areas.

• Developed cost saving procedures, which took service area from a 28% deficit in 2005 to exceeding organizational goals by 15% in 2011.

• Recruited government officials and respected community members for a team designated to secure and collect financial contributions.

• National Quality District Award recipient (2008, 2009, and 2011).