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Customer Service Sales

Location:
Ashburn, Virginia, United States
Posted:
January 21, 2017

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Daniel J. Reyes

M 703.***.****

***** ************ *****

Aldie, VA 20105

acyehe@r.postjobfree.com

Summary of Qualifications & Skills

Experienced SalesForce.com Administrator with demonstrated ability to achieve organizational efficiency, cost reductions and competitive advantage through process improvements and business technology solutions.

Strong leadership, management, team-building, and inter-personal skills; adept at working with and managing employees, peers, managers, clients, and business partners.

Worked on multiple implementation teams with successful CRM and related integration projects.

Hands-on administrative Salesforce.com experience, and other enterprise business productivity systems.

Strong organizational skills, written and verbal communications, combined with presentation and financial analytical skills.

Business Experience & Accomplishments

CSC/CSRA

Falls Church, VA

April 2013

July 2016

CSC Senior Professional: Salesforce.com Management Analyst, CSRA Salesforce Administrator

Performed business analysis for implementation of numerous enhancements to Salesforce.com system, providing Business Requirements Documentation (BRDs.) Documents included improvement of SalesForce.com, Eloqua integration and Informatica integration improvements.

Collaborated with technical team members to ensure the solution design satisfies project objectives and business requirements

Responsible for carrying out business, testing and training requirements gathering.

Improved data quality and integrity through importing hundreds of thousands of lines of data to creating and/or updating records, while insuring data was backed up and could be restored.

Automated and case submission process and provided end-user support 2,000 users.

Created case enhancement process, which included an APP with related objects for; release plans, user stories, test scripts, and defect tracking.

Created change sets to move meta-data between sandboxes, and into production.

Provided process flows, flows, and workflow modifications, to automate processes in Salesforce.com.

Produced documentation to support project delivery and define information architecture, which included technical requirements, functional specifications, data flow diagrams, test cases, and requirements traceability matrices, detailed specifications requiring swim lanes, and flow charts.

GTSI

Herndon, VA

May 2005 –

Dec 2012

May 2003 –

May 2005

May 1994 –

May 2003

Manager Sales Operations, Business Functional Analyst

Team responsible for supporting up to 400-person, $1B+ sales organization.

Part of team responsible for successful Salesforce.com implementation, supporting Sales, Customer Service, Professional Services, Proposals and other departments.

Collaborated with technical team members to ensure the solution design satisfies project objectives and business requirement.

Implemented numerous enhancements to Salesforce.com system, including workflows, process automation, data validation, mobile clients, content management, and integrations with PeopleSoft systems.

Developed sales tools, reports and analysis that allowed Sales Managers to manage their business effectively and proactively.

Responsible for both classroom and online training of Salesforce.com implementation.

Leader and/or member of several cross-departmental committees tasked with improving business processes and communications.

Marketing Operations Analyst, Marketing Operations Manager

Worked cross functionally to develop account profitability analysis allowing for marketing plans to be developed to accounts which were profitable.

Developed ability to classify customers on basis of how recent they purchased and age of customer. Worked to ascertain customer life time value. Combined capabilities allowed for identification of customers which were valuable and/or potentially at risk, tailoring the segmentation for development of appropriate marketing plans.

Standardized methodology for vendor reporting of ROI for shows and events, and for reporting of sales numbers based on manufacturer. Automated the capture of date for use in Vendor Report Card.

Integrated SilverPop marketing application with SalesForce.com.

Part of team responsible for Siebel to CRM On-Demand implementations, supporting Sales, Customer Service.

Special Projects Manager, Finance Department

Led the development of Hyperion OLAP technology team.

Responsible for projects requiring analysis of large amounts of data, and complexity. Provided for reconciliation of every asset account.

Authored quarterly industry competitive financial ratio analysis for executives.

Served in a Financial Analyst capacity assisting department heads and executives on development of departmental budgets.

Collaborated with stakeholders to elicit, prioritize, validate, and document developer-ready business requirements

Nov 1992 –

May 1994

Falcon Microsystems – Purchased by GTSI

Capitol Heights, MD

Financial Analyst

Responsible for Coop billings to vendors and tracking of Marketing Development Funds.

Worked with a billing system originally created by the controller using Microsoft Access. I learned and improved system’s form and reporting capabilities.

Developed control systems to insure all billings were accurate and approved in timely manner.

Expedited billings such that bills were sent as soon as processed. Improving the company’s cash flow.

Education

University of College, University of Maryland

Bachelor of Science, Concentration in Management and Finance

Northern Virginia Community College

Associates in Applied Science, Accounting

Additional

Volunteer

Feb 2014 - Present

Board Member – Treasurer Western Fairfax Christian Ministries – Food pantry and assistance for people who are struggling to meet basic living expenses.

Implemented SalesForce.com donor database, migrating data from Microsoft Access database into new Org. Created Client App, to track Client Household data, and Members of household, Dates Certified, Food Pantry Visits, and Family Income.

April 2012

Rebuilding Together assisted with several projects.

Jan 2011-

Dec 2012

GTSI – Corporate Giving Committee

Jan 2006 –

Jun 2007

Shelter House – Katherine K. Hanley shelter, assisted clients with Computer skills, Resumes, Job searches, etc…

Certifications

January 2017

Salesforce.com App Builder Certification

January 2016

Salesforce.com 201 Administrator Certification



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