JENNIFER FROGGE
Houston, TX • 281-***-**** • ****@*********.***
Professional Summary
Salesforce Administrator with expertise in case creation, management, and resolving technical problems. Proficient understanding of configuration including: profiles, permission sets, roles and case management. Driven to troubleshoot and problem solve while focusing on customer service both internally and externally.
Work Experience
Sr. Salesforce Support Analyst Nalco Champion Sugar Land, Texas April 2014 – October 2015
Managed level I and II cases via support portal to create and configure accounts.
Managed daily tasks such as: account creation, data uploads via Jitterbit, create reports and dashboards, and supplement data into assets.
Maintained data credibility by performing quality and assurance tests.
Main point of contact between developers and customers.
Created and maintained training materials for external and internal users.
Billing Administrator Hostgator.com Houston Texas April 2011 – March 2014
Provided direct customer service and technical support to internal and external users.
Identified knowledge gaps to develop technical articles.
Focus on customer satisfaction through escalations.
Performed account audits to correct data errors through GatorBill.
Web Coordinator APO Offshore Houston, Texas January 2010 November 2011
Created cohesive branding elements for product to customer relations.
Delegated site hierarchy and infrastructure permissions to staffing for content flow.
Migrated content to end user sites via internal systems.
Design Consultant Houston, Texas December 2009 – April 2011
Designed elements for projects from website layouts, digital art and logos.
Updated old coding projects for easier readability and flow.
Web Coordinator SEO Technologies, LLC Houston, Texas July 2009 – November 2009
Cross functional and client communication for content distribution.
Social media market profiles.
Website traffic analytics using Google Adwords.
Delivered client strategy expectations.
Web Coordinator The Anime Network Houston, Texas January 2009 – July 2009
Maintained landing pages to usher traffic to areas of interest.
Revised and upheld content quota to procure advancement strategies.
Collaborated with departments to ensure innovative design.
Used HTML, CSS and PHP to maintain content flow.
Specialties
Salesforce.com Administration
Configuration
Ticket/Case Management
Agile Development
Waterfall Development
Testing / Quality Assurance
Training
Troubleshooting
Billing Systems
Customer Service
Microsoft Office Suite
Lotus Notes
CRM
Knowledge Base
Service Cloud
SPRINT
Academia and Affiliations
The Art Institute of Houston, Bachelor of Fine Arts in Web Design and Interactive Media, 2009.
Studying for SFDC Administration Certification
Languages: German and Latin
Software competencies: Microsoft Office Suite, Adobe Creative Suite, Salesforce.com platform and service cloud