Customer Service Field

Tina Jordan

Tirare Consulting, LLC

**** *. ***** *** ** Waterford, WI 53185

414-***-**** ****@****************.***

Seasoned executive skilled in Salesforce.com Consulting, Administration, business and data analysis. Excellence in elicitation of requirements, creative solution development, client satisfaction, and quality assurance. Experienced in all facets of customer experience: marketing management to call centers to sales and service. Qualities/Competencies/Skills:

Applicable Experience

Field Service Lightning Implementation

Moving Client from current service scheduling application to Field Service Lightning. Gathering all necessary requirements, creating a strategy, structuring user roles, profiles, and permissions. Automation of customer communications. Create security profiles, permission sets, sharing, email templates and work orders

• Setup and design Custom Objects. Set up Standard Objects. Create users, set up role hierarchy, profiles and permission sets. Activate licenses and assign permissions.

• Set up Workforce, Service territories, field resources and work types. Set up dispatch function to create new appointments.

• Maintain user roles, profiles, permission sets. Create numerous consoles and page layouts. Created branded My Domain. Customizing Mobile App.

• Export and/or create data. Scrub for duplicates and bad data using Excel then upload via Data loader and Data Import Wizard to upload data. Ensure data integrity by matching uploads and removing options for static fields. Added Einstein bots/analytics.

• Keep up to date on Salesforce seasonal updates. Enjoy learning new technologies.

• Create workflows, processes, validation rules and email templates.

• Worked with API’s to connect Salesforce, VoIP, call center, logistics, survey software. Salesforce Administrator

Sales & Service Clouds

Field Service Lightning

Dashboards/Metrics

Continuous Process Improvement

Field Service Lightning App Builder

Dashboards/Metrics

Effective Presenter

Scheduling

Salesforce Consulting

Community CLoud

Call-Center Management

Excellent Communication Skills

Effective Facilitation Skills

Continuous Process Improvement

Implementation

Influencer

Production Management

Business Analyst

Salesforce App Builder

Non-Profit Consulting

Experienced Trainer

Customer Service Management

Technology Integration

IT Liason

Inventory Management

Kaizen & Kanban

Candidate Information

19

19

FSL

Years in

Workforce

Salesforce

Technology

Field Service

Lightning

Salesforce

Role

SA Administrator

Project Manager/SF Service Cloud Administrator

Reviewed all business processes and created solution plan removing all non-value added steps within those processes. Technology implementation plan included adding a VoIP system, adding call center management software, then implementing service cloud.

• Onsite point of contact for all technology related projects and hardware assignment. Help Desk. Trouble Shooting and research. Managed project using agile/scrum method.

• Implemented online survey system (Trustpilot), VoIP phone system (Nextiva), Call Center Software (Nextiva), and Salesforce

• Trained administrative, customer service and dispatch departments on all software being implemented. Helped management to understand the value and use Einstein.

• Developed reports, created dynamic dashboards and charts, provided weekly updates to executive team. Completed new metrics to properly measure performance. Reviewed and scrubbed all company data. Completed data analysis and maintained data integrity.

• Implemented Community Cloud Including new Communities, Knowledge Database, Themed pages, Community users and permission sets, Live Agent, Personals and Partner applications..

• Facilitated API connections to existing logistics software, call center software, VoIP system and online survey program.

• Saved company over 40% in administrative costs. Managed customer service and inside sales group to a 32% increase in sales year-over-year. Salesforce Business Analyst, Consultant. Administrator for Sales, Service, and Community Cloud.

Served as functional consultant, business analyst, sales consultant, first line support and project manager for high profile LTL clients. Helped clients add value and increase the company ROI. Provided various services depending on the client’s needs, many of which have been noted in above project descriptions. Examples would include Salesforce implementations, liaison with stakeholders or internal IT groups, business analysis, solution development, data management and analysis. Served as developer when required by client.

• Analyzed administrative practices and developed solutions which sold our system. Acted as liaison with their Information Systems team. Implemented System, developed test scripts, worked with users to report any “bugs” or requests for enhancements. Savings calculated at over $300K/year.

• Worked with claims team to develop a databased of information that resulted in an output that looked exactly like their outdated internal processes. Worked with their Salesforce implementation team to create custom objects to house the new data.

• Built out communities connecting client portal to (our) partner community. Created branded and themed pages and apps for partners. Training and User Adoption for Community Cloud.

• Analyzed customer service and claims services teams. Documented processes helped identify areas that could be eliminated to save cost and increase customer satisfaction. Researched and vetted multiple CRM tools and helped client choose the best solution to fit their needs. Worked through implementation and integration.

• Built out Communities, Set up and Trained on Live Agent, Built out Customer Self- Service portals to include an FAQ and Solutions. Worked with Partners and Clients to create portals. Created test scripts

• Worked in Sales and Operations management which included Salesforce administration, set up of pivot tables and macros to provide organization and summation of data. Performed weekly updates to salesforce tool.

12

Candidate Information

Candidate Information

SC

7

BA

Months on

contract

Salesforce

Technology

Service Cloud

Salesforce

Business

Analyst & PM

SA Salesforce

Administrator

Years in Role

Sales and

Service Clouds

Salesforce

Trainer

Tester

Developer

CRM Business

Analyst,

Salesforce

Consultant

SC

C

TD

Additional Applicable Experiences

Includes both client project roles and direct employment experiences related or unrelated to Salesforce.com CRM.

• Over 2 years of non-profit consulting. Exposure to LIMS systems and Salesforce integration and implementation

• Been involved in numerous integrations and migrations.

• APICS Production and Inventory Control

• Use Agile (Scrum) Project Management methodology

• IIBA member, maintain knowledge of PMBOK system

• Expert-Level at Microsoft Office including: Word, Excel, PowerPoint, Outlook and use of Access, One Note, MapInfo, and MS Project

• Other technologies: php, HTML, SQL, TFS, JavaScript, C++, Quip

• Certified Facilitator of Integrity Selling, Service and Coaching systems

• Owner of Tirare Consulting LLC

• Managed teams as small as 2 to as many as 250+ subordinates

• Entrepreneur – owned innovative online field services web platform which was the first and still the only in the industry

• Influencer/Ability to influence not only those with direct, dotted lines, or no line to me in positions from assembly and clerical to CEOs and VPs

• Excellent communicator assisted by vast knowledge of behavior styles and how best to communicate within that contact’s style (Integrity Systems, Briggs Meyers, DCI and more)

• Skilled in Production and Operations Management, Inventory Control, Production Management and Scheduling

• Certifications and references available upon request.

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