Project Manager Sales
Resume:
Jerry Chen *****.*******@*****.***
Objective
Salesforce Business Analyst/ Project Manager
Summary of Qualifications
Salesforce Admin 201 certified with comprehensive experience in analyzing and deploying multi-national projects involving marketing, data warehousing, sales, and support organizations. Exceptional communication skills leading cross functional, multi-national teams to achieve major milestones.
Education
University of California, Davis BS in Economics Minor in Sociology Graduated in 2005
Special Classes Taken
Salesforce Admin Certification
HTML Programming
Macro/ Micro Economics
International Economic
Accounting Management
Salesforce Service Cloud
Technical Knowledge
MS Office Suite
ACT 2000
Marketo Marketing Automation
FIAS Financial System
Salesforce Administrator
Oracle
HTML
TightLink Customer Registry
Hyperian (Brio)
Siebel CRM
Apple OS
LiveLink
LiveChat
JIRA
Accomplishments
Migrated over 250 customers from an SAP ERP system to Cisco’s Oracle ERP system
Improved customer lead entry from seven days to three days with a 98% accuracy rate
Increased lead entry system from two sources to eight including leads from workshops and technology conventions
Trained five new employees on the functions and daily operational tasks as an account specialist on Google’s Accounts Receivable Team
Managed the transition from a manual process using MS Excel spread sheet to an automated ERP database to keep track of sales progress in the field
Coordinated full system implementation, including needs assessment, agile project management, risk management, and collaboration with subject matter experts
Coordinated with collections team to audit invoice accuracy of invoices and other report analysis
Coordinated with collections team with payment audits by reconciling all major customer accounts
Facilitated elite customers with payments and applied multimillion dollar payments to invoices
Analyzed weekly lead trends and creating metric reports for executive staff to demonstrate return on investment
Creating flow charts and dashboards to demonstrate the lead management work flow, lead generation, and metrics
Establish base line metrics to drive continuous improvement
Managed the deployment of over 60 projects including integrating AAA club lead emails and improving retention by over 17%
Resolved over 100 marketing analytics data warehouse bugs to improve data quality
Managed the AAA marketing analytics data warehouse vendor to assure proper support
Recognized by corporate management for consistently exceeding all objectives including customer problem resolution, collaboration with cross functional groups, and facilitation of new process workshops
Coordinated with corporate finance and account managers to assure customer pricing is entered correctly into the Oracle ERPs
Automated different manual processes in Salesforce’s LMS system
Resolved over 50 E-Commerce system bugs to assure customer satisfaction while purchasing Salesforce Training in their online store
Improved Salesforce process flow improving case escalation from tier 1 support agents to tier 3 support agents
Successfully deployed updating payment method option in RingCentral’s Interactive Voice Response System
Professional Experience
Senior Business Analyst/ Project Manager–Informatica, Redwood City, CA October 2015 to May 2016 (Contract Position)
Gathered business requirements for support system projects in Salesforce Dot Com improving customer satisfaction
Managed off shore development team to assure timely deployments and releases of support projects
Salesforce Dot Com admin for support organization assuring all access is correct for customer service engineers
Creations of Salesforce Dot Com macros and quick actions for Support organization helping with engineer response
Managed Informatica’s Marketo instance loading and assuring campaigns launched on time
Liaison for cross functional team communicating between business, the development team, and IT assure proper requirement gathering
Data management using Tableau
Senior Project Manager/ Business Analyst –AAA Insurance Group, Walnut Creek, CA October 2014 to October 2015
Gathered business requirements for marketing data warehouse projects
Managed vendor relations with Merkle AAA’s marketing data warehouse vender
Created and provided weekly metrics on project status
Released over 60 marketing data warehouse projects including bug fixes and enhancements
Integrated over 500 customer emails for email internal email campaigns
Managed AAA Marketo instance to assure leads and marketing results were uploaded into the data warehouse
Business System Analyst (Product Manager) – Salesforce Dot Com, San Francisco, CA July 2013 to January 2014 (Contract Position)
Reconciled monthly billing for the training delivery team
Owned Salesforce Dot Com Learning Management System Ecommerce site assuring customers have no issues with researching and purchasing seats for training classes
Developed customer online survey regarding their experience with Salesforce's LMS system
Created usable metrics to sales from customer survey
Strategic quality analysis test creation for the learning management system
Updated external and internal automated email using HTML code
Introduced projects to IT to improve customer retention and satisfaction
Active member of IT scrum team focusing on e-commerce IT projects with constant recognition of changing requirements
Analyzed customer ecommerce system issues improving customer satisfaction
Create and manipulating reports to provide sales more insight on their customers
Create and updated metrics for senior management displaying discount levels to better understand sales process
Managed E-Commerce bug projects to help IT identify and resolve system bugs
Quality testing Salesforce’s online store and E-Commerce system assuring customers will not have any issues while registering for Salesforce training
Worked with SOX auditors to assure business controls are in place to pass SOX audit
Gathered and refined business requirements for each project
Created presentations using MS PowerPoint to present project status to senior management
Lead Pricing Integration Business Analyst (Project Manager) – Cisco Systems, Milpitas, CA, February 2010 to October 2012 (Contract Position)
Lead project teams in integrating all customers’ pricing and discounting and loading customer pricing into the system in order to push multimillion dollar orders through to booking.
Lead analysis for customer quote to cash to assure multimillion dollar orders are booked successfully
Audited customer pricing to assure correct pricing is in place for integration into Cisco’s Oracle system
Reviewed legal sales contract for pricing and discounting
Leaded member of the Merger and Acquisition’s finance team integrating pricing and discounting from the original financing system to Cisco’s finance system
Worked with cross functional teams to assure both fixed and percentage prices are ready for joint orderbility
Created metrics to display contract review status for service along with helping decide deadlines for team milestones
Worked with supply chain to assure customer price can be met for multi-million dollar deals
Created business process to maximize efficiency
Worked on Salesforce Dot Com Software to enable product pricing
Data Analyst – Cypress Semiconductor, San Jose, CA – February 2008 – February 2009 (Contract Position)
Acted as lead management manager assuring newly generated leads get entered into the customer relationship management system on weekly bases
Reviewed department budget to ensure finance are used effectively
Coordinated with sales team and providing qualified leads in order for the leads to attend workshops and training
Creating, updating, and analyzing lead metrics to present to the executive staff including the CEO and other senior officers
Created charts, graphs, and pivot tables in Hyperion and Excel to represent lead management data to show return on investment for the vice president and senior vice president
Managed IT Team in India to assure timely entry of leads in the Customer Relationship Management System
Generated customer surveys to identify possible ways in improve quality lead generation
Improved number of hot leads from one hundred to over three hundred by increasing lead sources from two sources to eight including leads from workshops and technology conventions
Reviewed Marketing Communications annual budget
Created marketing status presentations for the vice president to present to the executive team
Salesforce administrator for their transition from the Livelink CRM to Salesforce CRM
Billing Specialist – Google Inc., Mt. View, CA – November 2006 to September 2007 (Contract Position)
Audited and reconciled intra-group payments and accounts
Researched multi-million dollar transactions to assure correct invoice is linked
Applied payments to correct invoices
Supported collections with customer problem resolutions and payment errors
Collaborated with financial institution to resolve payment issues
Trained new employee on using Fias and Oracle Financial Systems
Reconciled and audited customer accounts to assure payments were applied correctly
Other Companies: ITrenders (Intern), Seagate Technologies Inc. (Intern), RingCentral Inc, Avago Technologies and Telenav
Affiliations
Board member of the Nuero-Net Advisory Board
Member of Alumni Association at the University of California, Davis
Member of the Archbishop Mitty Alumni Association
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