Sales Quality Assurance

Tracy L. DeMilio-Allenbaugh

954-***-**** **** NW 102nd Avenue, Sunrise, FL 33351

********@***.***

ACCOMPLISHED SALESFORCE.COM ADMINISTRATOR AND SALES SYSTEMS ANALYST

> Over 5+ years of experience administering Salesforce.com Unlimited level

applications

> Over 12 years Experience as Systems Analyst within sales environment.

> Team oriented with supervisory experience and excellent leadership

qualities.

> Strong problem solving, analytical and organizational skills with great

attention to detail.

> Identifies opportunities for process improvement and suggests

enhancements to support business efficiency objectives.

> Committed to executing "win-win" business transactions by exceeding

corporate goals while ensuring a satisfied customer, both internally and

externally.

> Maximizes accuracy and profitability of decisions with strong planning

and project management skills.

> Proficient in time management with ability to multi-task projects to

achieve goals and meet deadlines.

VALUE PROPOSITION

A focused, goal-oriented individual accustomed to a fast-paced work

environment that thrives on challenge and results. Experienced in the full

cycle of Salesforce.com Administration and Sales Operations support and

analysis. Offers supervisory experience and excellent leadership qualities

with an adaptable interpersonal approach. Highly motivated with

demonstrated success in working independently and within a team or cross-

team oriented atmosphere, with optimum productivity and performance

results. Exemplifies a dynamic work ethic, with creative and innovative

strategies. Applies a tactical approach by utilizing analytical and

logical methods, resulting in a strong ability for problem solving.

SKILLS

Software: Salesforce.com, Data Loader, CRM Fusion (Demand Tools & People

Import), Microsoft Office

(Word/Excel/PowerPoint/Access/Visio/Project/Outlook), Lotus Notes, Cognos,

MicroStrategy, MS Sharepoint, Peregrine Remote Management System, Unicenter

Ticket System, RFP Express, Adobe Acrobat, ACT!

Graphic Design Software: Microsoft Publisher, Adobe Photoshop, Org Plus,

SmartDraw

Operating & Database Systems: Windows 7/XP/2000/98/95, Windows NT Server,

Novell, AS400 Systems

Certifications, Training & Workshops: Salesforce.com ADM 201, Herrmann

Brain Dominance Instrument (HBDI) - Whole Brain Thinking, Project

Management, Team Building and Management, Sales 101, eCommerce, Business

Ethics and Communications, Franklin Covey courses: Writing Advantage,

Presentation Advantage, 7 Habits of Highly Effective People, and What

Matters Most

MAJOR ACCOMPLISHMENTS

. Created custom Compensation object within Salesforce.com with Developer

assistance of Visual Force Tables and Apex triggers to calculate, track

and report commissions of over 65+ sales representatives, based upon

closed-won opportunities linked to quota calculations and summarized into

monthly payouts statements and reporting.

. Co-creator of custom HELP ticket system object within Salesforce.com,

which over 150+ internal users utilize to log data management and issue

requests.

. Assisted with roll-out and setup of Salesforce Chatter and Content and

presented training overview to Sales and Marketing teams during Annual

Sales Conference.

. Promoted to Credit Analyst position and test pilot for Universal

Representative "full circle" role (from Credit Analysis to Contract

Boarding), as well as member of department task force to build relations

with team members, improve policies, training procedures and processes.

. Coordination with Business Intelligence, IT, and Contract Administration

departments for development and testing of new web-based account

management system and procedures, which streamlined and reduced business

process time by half.

. Recipient of Sales Operations "Most Creative Player" Award for 2004.

EDUCATION

1989-1992 - BROWAD COMMUNITY COLLEGE - Davie, FL - Business Administration

REFERENCES

LinkedIn Profile: http://www.linkedin.com/pub/tracy-allenbaugh/3/668/b52

Additional references available upon request.

CAREER HISTORY

Norwegian Cruise Line, Miami, FL

Norwegian Cruise Line is the innovator in cruise travel with a 46-year

history of breaking the boundaries of traditional cruising, most notably

with the introduction of Freestyle Cruising which revolutionized the

industry by giving guests more freedom and flexibility.

Salesforce.com Integration Support Analyst / Administrator 2012 -2013

. Worked with external consultants and developers to implement CRM

system from Siebel On Demand to Salesforce.com and identify gaps

between business needs and standard Salesforce.com functionality.

. Evaluated and documented business processes for the purpose of

translating information from Siebel On Demand to Salesforce.com.

. Documented business requirements and specifications for Casino, Agency

and Direct Sales divisions, while distinguishing between needs and

wants for implementation to Salesforce.com. Drafted business

specifications for the implementation of Salesforce.com and initiated

analysis and design for future additions to NCL CRM Systems and

processes.

. Worked with IT, Sales, and Operations departments to analyze data,

strategize and leverage the enterprise CRM.

. Collected and translated user requirements into workable programming

modules to maximize software utilization. Participated in strategy

sessions, analyze workshops to determine SFDC objectives, recommend

priorities and solutions for short and long term planning.

. Provided assistance for Implementation Strategy and Data Migration

planning and execution. Performed quality assurance by validating

information, processes and program changes created by others on team.

. Created custom User Support case object to support and assist end

users with troubleshooting and issue resolve within Salesforce.com

(which included workflows, email templates approvals and

notifications).

. Created reports, dashboards and customized views in Salesforce.com for

all object areas.

. Assisted with Casino Customer Portal Events and loading of campaign

member lists as well as quality assurance and error clean-up.

. Assisted with end user training and transition to Salesoforce.com; and

ensured consistency of usage conventions, as well as compliance with

best practices and integrity of data.

Ultimate Software, Weston, FL

Ultimate Software is a leading provider of human resources, payroll, and

talent management solutions, which was named FORTUNE's 100 Best Companies

to Work in #25 in 2012 and #9 in 2013.

Salesforce.com Administrator 2008 - 2012

. Team Lead in the ongoing day-to-day administration of Salesforce.com

including data maintenance and integrity, custom applications built on

the platform, end user training, and troubleshooting to ensure

efficient and effective utilization of Salesforce.com for over 150+

users in Sales and Marketing.

. Administered the Salesforce.com application, including system

configuration, data setup, and ongoing maintenance, as well as effects

of releases upgrades.

. Provided full circle support from Campaigns, Leads, Contacts,

Accounts, Opportunities, and Customer Contracts as well as managing

and maintaining Products and Pricebooks for two sales divisions,

monitoring of Chatter groups, files and activity, creation and

management of Content libraries and public and private email

templates, configurations of Mobile and Connect for Lotus Notes /

Outlook, and Offline.

. Maintained Salesforce security through a Private organizational model,

including roles, profiles, sharing rules, permission sets, workflows,

approvals, public groups and account and sales teams.

. Implemented new enhancements including the creation of custom objects,

fields, page layouts, record types, validation rules, and formulas

through a custom Change Request approval object within the

Salesforce.com platform.

. Deep understanding of Salesforce reporting solutions to turn business

requirements into meaningful and insightful reports and dashboards,

and provide insight into data quality, sales pipeline, user adoption,

penetration metrics and KPI's.

. Managed all new user set-ups and deactivations, to include

transferring ownership of accounts, contacts, opportunities, and

leads.

. Troubleshoot and resolve daily issue requests through a custom HELP

ticket system object within Salesforce.com for internal users;

established relations and escalated operational problems and issues

via case submission to our Salesforce Premier Support team.

. Managed and updated territory and account manager assignment changes,

as well as lead assignment rules.

. Maintained the integrity of the system; monitor, troubleshoot and

maintain system; analyze exception based events and develop proactive

solutions.

. Developed training materials and documentation for SFDC users and

maintained updated system documentation, policies and procedures.

. Coordinated and conducted new user and ongoing training sessions.

. Monitored data quality issues, using CRM Fusion Demand Tools to dedupe

duplicate records during weekly and monthly system audits to maintain

data integrity.

. Imported, Updated and Mass Transferred and/or Deleted data records in

Salesforce.com using Data Loader and CRM Fusion software such as

People Import and Demand Tools.

. Assisted in the development of a technology roadmap, setting direction

and internal promotion of the Salesforce platform.

. Served as Commission Analyst for (2) sales divisions; compiled and

calculated monthly commissions for several sales compensation plans

for payroll purposes and generating related accounting accruals.

Worked closely with VP of Sales Operations, Sales Management and

Accounting to ensure new plans, policy guides and incentives were

implemented correctly and commissions are paid accurately.

CAREER HISTORY (continued)

. Created custom Compensation object within Salesforce to calculate,

track and report commissions of over 65+ sales representatives, based

upon closed-won opportunities that linked into quota calculations and

summarized monthly payouts.

. Directly supported front-line sales representatives and managers by

answering questions and addressing concerns with compensation plans or

with individual accounts.

. Provided forecasting and analysis of commission expenses under varying

performance scenarios and provide related analytical support for the

Finance, Accounting and Payroll departments. Compiled monthly accrual

reports for bonus compensation analysis and reporting for the Pre-

Sales Consultant teams.

. Regularly provided coaching, mentoring, guidance and training to less-

experienced team analysts and administrators.

. Assisted ad-hoc with RFP compilation and generation and back-up for

coordination of Sales Meetings, Events and Executive Visits.

Rewards Network, Hollywood, FL

Rewards Network operates numerous privately-branded and co-branded dining

programs, offering members award currencies that range from loyalty points

and airline miles, to Cashback RewardsSM savings and college fund

contributions with participating merchants.

Credit Analyst

2006 - 2008

. Accomplished credit and risk analyst proficient in full cycle merchant

boarding role from financial analysis to contract review and processing.

. Perform extensive due diligence reviews and summarized credit analysis

reports on all contract package deals (Marketing Credits, Marketing

Services & RCR Cash Loans) with commercial customers to determine high

level risk accounts.

. Analyzes and evaluates customer credit and financial information to

provide underwriting reports with determined risk for management review

and approval, utilizing D&B Risk Assessment Manager & Public Records,

Kroll Factual Data, iLien (searching for UCC liens & competitor

relationships), internal AS400 database search review for existing or

prior company related history and performance, etc.

. Appointed Contract Entry Specialist to train team members to perform and

execute merchant boarding functions in AS400 database for Universal Rep

role, as well as liaison to sales force in implementing contract packages

and conveying processes and procedures.

. Top performer who organized daily priorities and balanced work queues to

meet and exceed 48 hour risk review assessment and 14 day contract

processing and merchant boarding cycle time.

. Ensures accuracy in evaluations to determine risks, uncover issues, and

project concerns to eliminate exposure or impact on company revenue.

. Provides assistance and thorough follow-up to resolve any issues by

communicating and working jointly with sales and legal departments to

achieve a successful and timely contract package.

Sales Operations Analyst

2003 - 2006

. Analysis of all new and renewal account boarding to ensure profitability

of revenue in accordance with managed volume contract expectations.

. Assisted with compilation and revision roll-out of sales commission

plans.

. Generated reporting for partner exclusion and merchant deletions on all

accounts.

. Alignment of merchant and member value propositions to capitalize on

profit for merchant and member.

. Generated reporting and database analysis for Hotel division within

Salesforce.com (briefly, as division was terminated).

. Identification and quick resolution of problems and inconsistencies

within processes and procedures.

. Worked with Business Development in balancing mitigation on accounts to

ensure benefit for partner exposure and member rewards.

. Development, design and publisher of Monthly Sales Newsletter.

Participated on task force, providing input of expertise on kick-off and

initial set up of internal company-wide newsletter "The Inside Dish".

. Responsible for all web, marketing, tradeshow lead/prospect tracking and

vendor referral program.

. Provided administrative support to Vice President of Sales Operations and

nationwide sales force, developing organizational and operational policy

metrics for department.

First Data Merchant Services / Chase Merchant Services, L.L.C., Coral

Springs, FL

Nation's largest provider of credit card payment processing, Chase Merchant

Services, L.L.C. is a joint venture between subsidiaries of JP Morgan Chase

Bank and First Data Corporation (now known as Chase-Paymentech).

National Sales Coordinator / Sales Analyst

2001

- 2003

. Compilation of weekly sales analysis reports, achievement, and

monthly/annual forecasts in billion dollar industry.

. Maintained all reporting including calculation of sales quotas and

commission payment statements.

. Prepared and submitted credit information packages for review with our

Risk Department.

. Generated contracts, schedules and fee attachments for National Sales

Agreements.

. Assisted with research to generate new business leads and maintenance of

prospect pipeline.

. Coordinated with interfacing internal department areas to resolve issues

affecting new account boarding.

. Prepared and submitted proposals, presentations, and request for

proposals (RFP's) for entire sales force using RFP Express software.

. Education of remote sales forces on process requirements and corporate

polices.

. Processed expense reports and the ordering of office equipment and

supplies.

. Coordinated conference calls, executive and sales weekly meetings, and

preparation for visiting merchants.

Contact this candidate