Sales Customer Service
Resume:
Sandi L. Locke **********@*****.***
Cumming, GA 30041
Software & Application Experience
* ***** ********** ** **********.com Administrator and Business Analyst
Advanced skill level using MS Office: Access, Excel, PowerPoint, Word and
Outlook
Experience with Demand Tools, Data Loader, Conga, Jira, Business Objects-
Crystal Reports, MapPoint, Project, Visio
Various web-based data portals used to collect, import, and store large
amounts of data. (i.e. Salesforce.com, SASI Student Information System, RFP
proprietary to ADP, PartnerSource proprietary to MarketSource)
Professional Experience
Contractor - Salesforce Administrator / Business Analyst
5/13-5/14
Equifax / BizChair / FiberLight
. Salesforce.com System Administrator for over 80 users
. Created list views, reports and dashboards and responded to support
requests and train end users
. Support daily operations of user system including maintaining users,
creating custom fields, formula fields, page layouts, validation rules
and workflows
. Involved in Departmental discussions of SalesForce customizations and
integrations that would improve business processes.
. Evaluated all user roles and profiles for the purpose of "right
sizing" SalesForce licenses according to job responsibilities.
. Trained users on basic SalesForce functionalities.
. Troubleshoot system issues and repair or escalate to outsourced
developers.
. Created reports and dashboards
. Wrote all test scripts and coordinated testing efforts among
stakeholders
. Used Oracle/OBI to create reports and identify opportunities to
improve data (look for and correct inconsistencies so reports are more
accurate and reliable).
MedAssets Alpharetta, GA 7/10-11/12
Business Analyst & SalesForce System Administrator
. Salesforce.com System Administrator for over 500 users
. Assisted with initial implementation as well as subsequent releases
and upgrades.
. Created all executive and management level dashboards, which included
components for closed sales, pipeline and percentage achieved of quota
goal with drill downs to sales rep level.
. Worked with business units to gather requirements and build various
custom objects and define business processes including use cases
around the object functionality. In particular, the nominations and
registration process for the yearly customer convention in Las Vegas.
. Maintained documentation for SalesForce.com training and conducted
user trainings as well as promoted user acceptance.
. Conducted QA testing in Sandbox for each release implemented.
. Mass exported and/or updated records using Data Loader and Demand
Tools.
. Worked closely with Marketing team to create campaigns. This included
compiling potential campaign member lists according to campaign
demographics. Also created reports and dashboards to monitor success
of campaign through the sales cycle (lead conversion to
contact/account and opportunity stages)..
. Managed SalesForce cases and provided Tier 1 and Tier 2 end user
support and issue resolution.
. Generated ad hoc sales reports from SalesForce report types using
formula fields, bucketing, cross filers and joined reports.
. General configuration such as workflows, validation rules and field
creation.
. Created HTML email templates for various campaigns and sales
initiatives.
ADP TotalSource Alpharetta, GA 10/07-06/10
Sr. Business Analyst & SalesForce System Administrator
. Business Application Manager - Salesforce.com.
. Based on feedback from users and upper management, automated sales
processes to improve the user experience with CRM Application,
Salesforce.com, as well as improve data quality and reporting.
. Ran quarterly mass de-dupe and clean up of Leads, Accounts & Contacts
using Demand Tools
. Established myself as Subject Matter Expert for sales cycle and
analytics.
. Worked with upper management to gather requirements for reports and
sales automation initiatives and communicated business needs to
development team for each release of CRM application. Managed
development cycle through frequent communication with off-shore
developers.
. Collected and documented use cases including diagrams with basic and
alternate flows, definitions for use case actors as well as use case
indexes.
. Assisted Corporate SFDC Help Desk to troubleshoot and escalated user
issues as well as documenting entries for Case Solutions.
. Integrated data from various sources into complex reports using SFDC,
Crystal Reports, Access and Excel. Built macros in Access to automate
the reformatting of each imported table so data types of merged tables
were consistent and then output into Excel reports.
. Obtained marketing data from outside vendors and put through quality
assurance for import to salesforce.com as new leads.
. Created Reports using native Salesforce.com report module, Crystal
Reports and Demand Tools. Data from these multiple sources was
processed using Access and Excel.
. Composed training documentation and conducted webinars to show users
the proper way to work through leads, convert leads to accounts and
log events in Salesforce.com.
. Introduced and implemented SFDC Territory Management functionality to
users, which required a complete overhaul of account assignment
processes. Provided necessary documentation for requirements,
execution and training to all levels of users.
Projects/Accomplishments:
. Designed an Access database for administrators to assign territories.
This was a change from a shared Excel spreadsheet to automated choices
leaving no room for errors.
. Customized Telesales console
. Refreshed database by importing lists from outside vendor lists (Judy
Diamond, Sales Genie, DBT).
. Integrated data from various sources such as RFPs and quotas into
weekly activity reports using SFDC, Access and Excel
. Created custom Objects to collect data for other pieces of the
business
. Composed training materials for beginner, intermediate and advanced
user levels
Atlanta Public Schools Atlanta, GA 1/06-10/07
Contract Position, Business Manager, Morningside Elementary
Managed all business functions including budgeting/accounting, data
management, facilities/safety, technology, record keeping and
communication. This required strong organizational and follow up skills in
order to meet deadlines and maintain accurate records.
Dalco, Inc. Alpharetta, GA 3/05-6/05
Contract Position, Business Operations Analyst
Evaluated business needs for processing expenses, invoices and commissions.
Converted sales commissions tracking from Excel format to an Access
database in order to streamline processes for tracking payment of submitted
invoices and sales rep commission distributions.
MarketSource, Inc. Alpharetta, GA 6/99-2/05
Sr. Business Analyst
. Collected and analyzed data from a variety of data sources for ongoing
evaluation; provided analytical support by identifying trends and
suggesting strategies to assist management and the customer with decision
making.
. Utilized Access, Excel, PowerPoint and Word to create ad-hoc reports
using data exported from web-based data portals. This entailed
verification of data integrity and summarizing results.
. Conceptualized and documented processes and procedures for departmental
reporting methods to provide analysis of current state of business
including measurement of contract metrics, commission/bonus distributions,
invoicing, financial reporting, quality assurance and market analysis..
. Used Pivot Tables within Excel and Access to develop various management
reports. Responsible for reviewing and interpreting all queries and
reports to make sure the team is meeting client expectations.
. Became Subject Matter Expert of client's business processes and sales
needs.
. Primary liaison between business unit and IT development team to identify
requirements and communicate business needs for web based reporting
program. Managed release cycle through constant communication with
development team located out of state.
. Used technical writing skills to describe functional requirements for web-
based application. Also composed user manual for application and updated
supporting documents with new each new release.
. Used project management skills to coordinate user acceptance testing for
upgrades on web reporting system and communicated results to development
team and executive management.
. Initially hired as sales fulfillment analyst. Developed access database
to input orders, generate purchase orders, schedule installments and track
payments through commissions. Also provided customer service by following
up on installment schedules and troubleshooting problems - escalating
resolution when necessary.
Education
Georgia State University, B.S. Psychology, 1989
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