OLIVIATORRES

acycm3@r.postjobfree.com

757-***-****

WWW.LINKEDIN.COM/IN.OLIVIA

LOCATIONS: VIRGINIA, District of Columbia (DC), Virginia, Georgia

OBJECTIVE

To Serve as a CRM Expert, Collaborator, and Administrator of Salesforce CRM System Platform building key relationships promoting SaaS and implementing efficient cloud base solutions.

EDUCATION

Bachelor of Science Business Management

ST. Augustine’s University

Raleigh, NC.

SKILLS

Salesforce Certified Administrator

SCRUM Master Certified, Agile Methodology

CRM, Salesforce Applications and Integrations

Process Creation and Improvements

Strategic Problem-Solving

Reporting and Analytics

Lead and Demand Generation

Service Cloud Help Desk

Customer Portal

PROFESSIONAL PROFILE

Strategic CRM Business Analyst, Project Manager, and System Trainer with over 20+ years of demonstrated problem solving, decision making, and client tailored solutions. Specialize in Salesforce CRM Platforms. Highly motivated, analytical, detail oriented and results driven. Proven ability to quickly grasp client needs and drive results. Prove cross-functional experience creating best practices to evolve the customer journey to maximize ROI. Consistently exceed expectations with exceptional client service. Possess persuasive oral and written communication skills with the ability to analyze, understand and convey complex information. Adept at handling multiple tasks while working independently and in a team based environment. Independently drove Business to Business sales with Salesforce Cloud CRM Software that drove numbers to millions for client Business.

CAREER PROGRESSION

PM, BUSINESS ANALYST & SYSTEM TRAINER / FIRST CHOICE MARKETING BUSINESS CONSULTANT

Feb 2003 - Present

Salesforce CRM Consultant working aggressively using Agile methodology on project-based private industry projects. Collaborate with clients & system developers to map out existing business processes and provide cloud, social, and mobile system-based CRM solutions that increase efficiency. Manage assignments Responsibilities consist of Project Management, Requirements Gathering Sessions, Test Case Scripts, Training Manual Deliverables, and Live Training Sessions. Achievements include, Salesforce Systems Implementation Sprint Deployments, O&M System Maintenance Management, Independent Migration, Salesforce for Outlook Integrations, System Enhancements & Change Request Administration. Business to Business sales that drove Business in the Millions for clients and company. Results driven in driving Business for the company.

CRM SALESFORCE BUSINESS ANALYST / HOLIDAY

INN CLUB VACATIONS

Feb 2001 - Feb 2003

Salesforce.com Analyst granted System Administrator Access & System Privileges for North America & Canada CRM System. Serviced over 250+ Sales Professionals, collaborating with Leadership and IT Systems Management Team to manage & implement Salesforce.com enhancements. Managed Help Desk resolutions Researched & gathered Business Use Cases and System Requirements to improve Salesforce processes & implemented mobile Apps for maximum ROI with Salesforce. Conducted Salesforce.com training for the North America Sales, Finance, & Marketing Teams providing insights to systems enhancements, upgrades, & processes. Performed data quality testing, enhancement testing & check & adjust data clean initiatives to ensure data accuracy. Established and maintained sound business relationships with key internal customers including Sales, Marketing, Communications and Finance as well as senior leaders and peers maintaining daily Point of Sale reporting, growth trends, and forecast analysis. Worked with companies to address key challenges maximizing revenue operating effectively and optimizing scarce by leveraging cloud based solutions.

FIELD SALES SUPPORT SPECIALIST / HOLIDAY INN CLUB VACATIONS-PROMOTED

June 1994- Feb 2001

Challenged internal customers & examined process flows to determine best practices that promote operational efficiency. Assisted in troubleshooting and improving user-interface processes with Salesforce.com and Customer Portal. Created, organized, and maintained sales account portfolios empowering them to effectively manage their personal book of businesses quarterly. Corresponded with South Atlantic Sales Team and Regional Managers, utilizing Salesforce.com, SAP-BI, Customer Portal & various other tools creating and updating Distributor and End User Purchase Agreement Contracts, Forecasting, and Portfolio Management. Contributed to building talent by mentoring and training new Field Sales Support hires. Managed Distribution request, product sample orders, order management, product specifications, GPM pricing guidelines, bid competitive product cross referencing, loyalty agreements and quality assurance.

MARKETING MANAGEMENT AND SALES MANAGEMENT

July 1990- June 1994

Initiated a reorganization of documentation process. Resolved customer complaints. Promoted to dispatcher managing global freight forwarding. Operated multiple computer data systems for Air & Ocean Imports. Processed shipments, calculated rates, created air way bills, delivery orders, documentation for custom clearance. Collaborated with Air & Ocean Agents for client resolution, logistics support, & document cont

INSURANCE & FINANCIAL ADVISOR / CORNERSTONE AMERICA

1989 - 1990

Weekly average of $4,200.00 submitted business vs. expected $2,500.00 weekly goal. 82% closing ratio vs. expected 70% closing ratio. Recruited, trained & managed sales staff of 3. Exceeded expectations for customer satisfaction & revenue generation. Offered insurance programs and financial securities throughout Georgia Region. Provided consultation, selling advantages and options of health & life insurance plans to small business owners persuading clients to protect their assets. Conducted quality risk assessments, financial analysis, developed suitable health programs, plans-of-action.

FINANCIAL ANALYST

Securities Exchange & Commissions (SEC) OIEA Investor Response Information CRM System (IRIS) O&M Project

System Administrator managing systems maintenance, upgrades, change request, administrator tasks, releases & users

Successfully implemented FEDRAMP Migration transitioning to heighten government security cloud.

Securities Exchange & Commissions (SEC) Office of Minority and Women Inclusion (OMWI) CRM SDBMS O&M Project

System Administrator managing systems maintenance, upgrades, change request, administrator tasks, releases & users.

Effectively implemented multiple releases with upgrades & improvements including Records Management requirements & regulations.

Led system discovery sessions & created 508 Compliant Training Manuals

The Community Development Fund Institution (CDFI) Management Information System (AMIS) CRM Project

Assist in Salesforce CRM Applications, Customer and Partner Portal agile phase implementations creating a complete application submittal and award management system.

Work as a System Trainer creating 508 compliant training manuals for internal staff and external partners and customers in a time efficient manner.

Assist with testing, deliverables documentation and client acceptance based on scope of work (SOW).

National Institutes of Health Information Technology Acquisition and Assessment Center (NITAAC) Case Management project

Acted as a Case Management consultant and Trainer responsible for providing Administrator and Staff Training to its custom built CRM help desk, knowledge, and case management system.

Morahvia Inc. salesforce cloud CRM project

Worked as a Business Analyst successfully implementing Salesforce CRM Case Solutions, Campaigns, Performance Management, WalkMe, and other applications with an agile adoption methodology.

Key personnel in daily client sessions, gathering requirements, action items and decisions to complete each sprint & release in a time efficient manner.

Analyzed the scope of the requirements and managed requirements to avoid scope creep.

Work closely with development and testing teams to ensure requirements and deliverables were clear and completed within strict deadlines.

Responsible for gathering field level requirements and documentation to meet contractual agreement.

Responsible for gathering Knowledge Article requirements that meet ITA Business needs.

Contact this candidate