Janis E. Bell - **** El Solyo Ave, Campbell, Ca **008 408-***-**** acwwwl@r.postjobfree.com

PROFESSIONAL EXPERIENCE

I am a Salesforce Professional with 10+ years over all experience with Salesforce.com. Business Analysis, process improvement, solutioning, documentation and implementation are my passions. While in a lead role, continuing my Salesforce System Administration has kept me well educated and versed on the ever evolving Salesforce.com platform, and the possibilities.

TiVo Inc., Santa Clara, CA – IT Application Lead, Salesforce.com, 1/14 – Present

As a TiVo Salesforce.com Application Lead I have multiple roles. I’m Business Analyst between functional groups, as well as Product Owner for Salesforce. As Business Analyst I work closely with business verticals to understand and document the business requirements, while promoting process and system improvement. Engage other IT applications as necessary. Create and own process from PRD to order completion with vendors and internal customers. As SF.com Product Owner, I work within the IT process and make decisions regarding priority, business value, and functionality for all the work done by the Salesforce.com development team. This requires an in depth knowledge of IT goals and desired business objectives across verticals as well as a broad reaching understanding of Salesforce, IT systems and the possibilities. As the Salesforce lead, I ensure that the salesforce team has complete stories for their release cycles, work with team on scoping, and plan realistic sprints.

Implementations - Acted as Business Analyst and Managed teams and deliverables to completion.

-Migrated two new TiVo subsidiaries to TiVo’s Salesforce instance,

oDigitalSmith – Using Sales Cloud and Marketing Cloud and ZenDesk

oTRAnalytics – Using Sales Cloud

-TiVo Call Center and TiVo Customer Portal replacing RightNow CRM; Including Mule, SAP, Active Directory, Transera CTI, Rollup Helper, DeDupe, eMaps, Echosign, Clicktools Surveys

-Radian6Social Studio and Dashboard Analytics (standalone) for TiVo Call Center and Marketing/PR

-Radian6 Social Integration with Salesforce Call Center

-Rebuilt legacy Tivo Reseller Portal to upgrade user experience using Communities and provided improved sales rep experience, as well as management analytics.

-Marketing Cloud for Marketing, Call Center and Customer Service Operations

System Administration

- Set up and Management of profiles, roles, permission sets, assignment rules, record types, objects[custom], fields[custom], page layouts, applications, workflows, email templates, email and web to case, APIs

- Report and Dashboard creation and management

- Reporting and System process training

- Salesforce contract and license management / Salesforce related vendor license and contract management

Liaison & Communication

-Rebuilt legacy Tivo Reseller Portal to upgrade user experience using Communities and provided improved sales rep experience, as well as management analytics.

-Represent, interface with and engage the business users.

-Act as a fully integrated team member with the various business units and technical stakeholders to gain understanding and document the requirements.

-Hold regular meeting with business units to ensure accuracy and alignment between functional teams.

-Use clear goals to communicate the project vision at the beginning of every release and sprint, so that the business teams understand and are equipped to realize it.

-Make business decisions and clearly communicate scope, requirements including why, how and when.

Development

-Drive technical team discussions to understand impact and intercede any negative impact due to other system integrations, i.e. SAP, Oracle BI, TiVo grown systems including Agent Store and MMA (Manage My Account) and TrackIt.

-Mitigate questions between development and business. Update documentation regularly.

-Create, maintain, prioritize, and sequence the product backlog based on business priority, ROI to business and IT.

-Create user stories and acceptance tests with features granular enough for a single sprint.

-Prioritize user stories by business value and provide rapid feedback.

-Participate in project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other spin-off necessary meetings.

Application Support

-Review deliverable, and have the authority to accept or reject.

-Guide team through maintaining standards for testing and progress visibility, and providing progress reporting.

-Assist as needed with backlog maintenance, internal and external communication, improving transparency, and radiating information.

-Regularly assist with prioritization and resolution of defects / bugs when there are competing priorities.

Management

-Work together with business to prepare PRDs (product requirement document) and SOWs (statement of work). Sometimes a shared task with PMs from business units.

-Meet with vendors, IT and other functional areas to ensure resources for projects are secured.

-Steer projects to ensure delivery of business value is visible, vocal, and objective. Terminate the sprint if a drastic change-in-direction is required, or change the course of the project at the end of the sprint if necessary.

-Provide encouragement, recognition, and support to the team.

Training

-Provide encouragement, recognition, and support to the team

-Work together with business units on documenting process flows for training sales and marketing

-Provide training for new process implementations, or changes as required or requested.

TIVO Inc., Santa Clara, CA – Sales Operations Analyst and CRM System Administrator, 8/07-12/13

Owner and System Administrator of Salesforce.com for Advertising and Audience Research and Measurement Sales Teams. Responsible for all SF.com functionality including customizations such as set up and management of profiles, roles, permission sets, assignment rules, record types, objects[custom], fields[custom], page layouts, applications, workflows, email templates, integrated AppExchanges, reporting, dashboards, opportunity mgmt. with sales reps, contract mgmt., revenue recognition and campaign mgmt. Responsible for collecting requirements, identifying, building and testing business processes within SF.com and functional areas. Built credit approval business process, using workflows, resulting in 100% compliance with SOX policies. Built application to manage Master Services Agreements and Media Operations Partner deals illuminating search and consolidation time for agents and management. Worked with related functional areas to prepare PRD(product requirement document) for a custom build in opportunities for revenue recognition, illuminating xls spreadsheet tracking of rep splits across products in a deal. Maintained all data including data uploads and data cleansing via data loader. Assisted sales reps with deal generation and obtained all required legal and financial approvals. Responsible for ensuring pipeline, forecasting and actuals were entered and accurate. Provide CEO, VP and director level reporting weekly and ad hock reporting as needed by any user. Created materials and provided training for sales reps on SF.com, related applications and enforced processes. Managed case queues for Media Operations, Reseller Portal and Intl. Business Development. Investigated, configured and/or guided resources for RFEs and bugs. Managed investigation steps, design, resolution and testing, or escalating to Development team members for resolution. Ensured technical documentation was updated accordingly. Produced training documentation where required. *Training – Sf.com Administration (201), Advanced SF.com administration (301), SF.com Implementation Essentials for Consultants (CON-201)

INFOBLOX, Santa Clara, CA - Sales Analyst, System Administrator, 12/06-7/07

Created and managed users, profiles, roles, permission sets, objects, application creation, data loads for product management and pricing changes, App Exchanges, workflows, assignment rules, business processes, and more. Performed needs analysis and drove automation project of evaluation unit tracking between SF.com and Oracle. This project reduced monthly overhead by approx. 120k a month for the last 3 months there. Reporting in the form of Sales Stacked Rankings, Head Count Projections, Historical Pipeline using Visual Smart, Oracle reporting/trending. Generated Compensation Plan docs and Quota Agreements quarterly. Responsible for SF.com Administration and training domestic and international Sales Reps. Created/managed SF.com dashboard reporting and one-off reporting needs. Maintained the sales “Pass Portal” information web pages. Pushed discounts through approvals and trouble shot POs with relevant internal parties. Worked with partners on expediting difficult orders. Tracked follow through.

ULTIMATE CONTROL, San Jose, CA - Process Flow and Contracts Manager 4/06-12/06

Performed needs analysis and produced PRD for implementing Salesforce.com for Sales Cloud. Performed all system administration level configuration and set up including profiles, roles, permission sets, assignment rules, record types, objects[custom], fields[custom], page layouts, applications, workflows, email templates. Created and automated processes for the integration of a contract through four departments. Created dashboards and set up reports for users for easy management. The account visibility to users and to customers via automated notifications reduced outstanding invoices to only 2.0%. Created UCI sales proposals and managed relationship through signing and initial invoicing. This increased proposal acceptance by 30%. Responsible for accuracy, consistency and timeliness of all General Contractors contracts and subcontract agreements including terms amendments, NDAs and the negotiation there of. Ordered and updated insurance requirements for all GC contracts. Verified and approved change orders and PO’s. Provided reports/queries. Worked with Engineering and Project Managers to reconcile accounts for Accounting.

REMAX VALLEY PROPERTIES, San Jose, CA - Independent Real Estate Salesperson & Consultant

(Part Time) 6/01 to 4/06

Market analysis and appraisal. Lead generation and relationship mgmt. through cold calling and communicating with Tier A and Tier B clients on a regular basis via Intelitouch CRM. Price and terms negotiations. Sell/Purchase Approx 20 homes per year with partner and an additional 6 individually.

PLACEWARE, Mountain View, CA - Sr. Project Manager 12/00 to 5/01

Initiated and managed RFP process (Request for Proposal) for Placeware’s major accounts. Selected, and guided RFP team through process to final completion of proposals. Creator and keeper of RFP library. Worked with directors and CFO to obtain final approvals for RFPs. Managed rework process and facilitated negotiations between functional areas when necessary. Tracked process and stakeholder deliverables. Win rate was 70%.

Chosen to map out new internal processes. Created cross-functional flow charts for sales and order operations, which dramatically improved our ability to respond to our customers’ needs, and eliminated an unnecessary position saving 40K.

Used Siebel CRM to create and maintain regular customer and partner history and contract progress. Produced Siebel reports on revenue status and statistics on product usage.

PLACEWARE Sr. Manager Partner Integration 6/00 to 12/00

Acted as central point of contact and facilitated communications with strategic alliance partners and affiliates for business development. Ensured contract accuracy and on time delivery. Led functional groups, through the various stages of successful contract fulfillment and integration. Processed and documented all terms, issues, resolutions, and fulfillment for each partner or affiliate. Utilized MS Excel for tracking/manipulating such data. Provided weekly status reports and monthly matrices for operations review.

Worked daily with Bus Dev. (business development), sales reps, managers, and their clients. This ensured fluidity of the relationship with our partners, accuracy in MS Excel for determining royalties, logging new or additional terms, and contract retention statistics.

Managed Bus Dev. budget via MS Excel. Enforced policy when necessary.

Co-Researched and selected a CRM application, Siebel, for Bus Dev. and relevant functional groups. The Siebel product reduced company risk by an estimated 30%.

Participated in creating Siebel template for the partnership/client module. Responsible for all initial Bus Dev. entry

and maintenance regarding Siebel database for all affiliate inquires (approx.100/wk); Current Contracts, terms, issues and resolutions.

Co-Produced training documentation for Siebel. Led training for internal and field sales representatives.

SYMANTEC CORPORATION, Cupertino, CA Partner Integration Specialist 11/99 to 6/00

Ensured the successful integration of contracts for business alliances, remote device partnerships and Original Equipment Manufacturers (OEM) including, but not limited to Compaq, IBM, HP, Gateway and Toshiba. Acted as a main contact for the business partner/customer, Bus Dev., OEM manger, and Symantec functional groups (Sales, Marketing, Finance, PM’s, and Legal) throughout the integration process. Maintained, fulfilled and monitored contracts to term utilizing as required by audit staff. Insured 100% retention. Trained on and produced quarterly reports for functional groups on OEM client relationships.

Identified, improved and documented the integration process from the terms agreement stage through development and support, product tracking, part number creation and management, royalty procedure roll out for the customer. Ensured communication of new processes to responsible parties.

SYMANTEC Sales Resource Center (SRC) Major Account Assoc. & SRC Sales Support Supervisor 7/99 to 11/99

Selected to assist in customizing the Sales Leads and Account Management (SLAM/ CRM/Aurum) tool critical to supporting Sales, Sales Resource Center (SRC) and Order Services in maximizing productivity, efficiency and quality. Project lead responsible for testing system, central point of system error documentation, submittal for correction and obtaining resolution. Achieved a 85% resolution rate.

Created customized (CLASS/ CRM) reports via Business Objects, for managers to determine revenue per year/quarter per territory for major accounts. Produced reports reflecting upgrades, maintenance, license renewal status and possible cross sell opportunities.

Knowledgeable and professional customer support such as pricing, licensing, upgrade insurance, contract an Request For Proposals Support, tech support, legal inquires, handled irate customers and began resolution process, or escalation. Logged and tracked all interactions via SLAM.

Demonstrated dynamic leadership skills in interviewing, hiring and training top performing new team members. Produced essential desk top procedures for each position in the SRC. Responsible for MBOs (Measurable Business Objectives) quarterly for each member as well as quarter end reviews.

SYMANTEC Sales Resource Center (SRC) Sales Support Specialist, team lead and trainer 4/98 to 7/99

Supporting Latin America, US Federal Sales and Eastern Corporate Sales

Produced statistical data on upgrade insurance, maintenance agreements, product and territory via MS Excel for VP of Sales on a monthly basis.

Selected to be project coordinator and owner of Sales Force Automation (SFA) Tool “fulfillments” design. Researched and developed an efficient process for work exchange between the SRC and Order Services, due to the soon to come implementation of Aurum SFA.

Trained new hires in departmental database quires and manipulation. Oversaw all projects assigned to SRC members. Spearheaded complaints from sales and resolution process

EDUCATION: Bachelor Degree in Economics 1995, San Jose State University

COMPUTER & APPLICATION: MS Office 2010, Outlook, SF.com, SFMC, Radian6, Oracle Business Objects, SAP

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