KAREN LEE FEHER acypjy@r.postjobfree.com 646-***-****

CRM STRATEGIC PROJECT MANAGER

SALESFORCE.COM ARCHITECT

Force.com Certified Developer

Salesforce.com Subject Matter Expert with 15 years of SFDC implementation, customization, configuration & phase II experience. Possesses unique blend of Technical Leadership and Practical Sales/Marketing Experience enabling superior solutions. Proven expertise scoping, architecting, specifying, developing and implementing CRM strategies and programs to maximize business results.

Qualifications Overview:

Project Director highly experienced in change management

Business Analyst with insightful ability to continually analyze, recognize and correct areas in need of performance gains

Design and Implementation Expert in support of business practices that sustain growth

Technical Development Specialist experienced in building sophisticated multi-tiered marketing and sales programs drawing on practical business experience

Mobile Integrator for iOS and Android platforms enabling sales forces on the go

Advanced Multimedia Training and Documentation skills with meticulous attention to detail, quality and results

Customer Satisfaction and Results driven

Portal Developer: Customer Service, Partner Portal PRM and creative portal options

Sales Support Specialist developing systems connecting marketing, sales and customer service through shared strategies and relationships with the Business Users

Google Campaigns including development, analytics and salesforce.com integration

Qualifications Detail:

Develop-Present-Promote CRM project to various constituencies

Results Focused End User Training

Custom App Development in support of additional requirements beyond CRM

Business Process Evaluation and Analysis

Business Analytics and Intelligence

Direct Marketing Campaigns

Workflow Development

Customer Loyalty, Retention and Acquisition

Knowledge Base Construction

Bridge Cross Functional Teams

Corporate Brand Building

Multi-Language profiles

Creation of Up-Sell/ Cross Sell Capabilities/Opportunities

Social Networking connectivity

Benefits Realization Reviews

Professional Experience

Managing Director of CRM Services 2002 – Present

CUSTOMER FOR LIFE, LLC – New York, NY

Project Highlight

Project Manager / Business Analyst and salesforce.com Architect 2013 – 2017

ALTICE – New York, NY

*Managed and implemented Lead Generation Department roll-out from analysis through training to result in additional revenue stream

*Built Support Team Request system as a communication platform for Sales Users and Research / Marketing teams, bringing collaborative efficiencies

*Directed Marketing implementation and development of Marketing Committee to run connected CRM efforts to build additional sales avenues

*On-Boarded 7 Support teams and their processes to the salesforce.com platform, resulting in enhanced cross-team communication and sales efficiencies

*Developed Production Team Project Management Tool enabling faster delivery

*Participated in DOMO integration across multiple applications for Data Visualization and Business Intelligence

*Salesforce.com Lead for the new product roll-outs from analysis through training, adding streamlined processes for new revenue streams

*Shifted focus to steer the business user community to salesforce1, building efficiencies for road sales closure

*Established User Adoption Program, promoting continuous system improvement and usage

*Integrated salesforce to Data Warehouse in 2 separate projects providing deep insight data for sales planning

Project Highlight

Business Analyst and salesforce.com Strategist, 2010 – 2012 Project Highlight

CABLEVISION – New York, NY

*Participated in high level meetings and brought forth ideas for stronger integration for multiple systems in the corporate structure

*Strategized on business process improvements for four distinctly different sales divisions resulting in a strong collaborative and cohesive sales platform

*Created Functional Requirements documentation for salesforce.com integration to niche media applications resulting in elimination of redundant user entry

*Contributed solutions for the Technical Requirements specs allowing for successful/simplified integrations

*Developed and Executed Inventory Tracking App to allow phase out of obsolete system and produce collaborative sales abilities

*Executed Mobile Roll-out … Analysis, Planning and Documentation, Build, UAT and Training

*Translated complex system requirements to simple working technical actuality in the system

*Tested, validated and improved system for use cases and user experience

*Delivered data migration to salesforce from obsolete system before and during the phase out

*Provided Training at UAT, Go-Live and post Go-Live presentations resulting in strong user understanding

for Sales, Managers and Senior Executives

*Re-engineered Business Process at documentation and user trained levels

*Delivered extensive research documentation for corporate reports resulting in integrated reports on the SAP BI-OnDemand platform

*Planned out unique Forecasting and Budget Tool to allow phase out of disconnected manual system

Project Highlight

salesforce.com Architect, Project Manager, 2008 – 2009 Project Highlight

THE NEW YORK TIMES – New York, NY

*Designed and Implemented Call Center and Customer Service functionality to support new Call Center while phasing out existing off-shore group

*Developed cross platform systems for creating, tracking and analyzing customer communications

*Implemented Campaign functionality resulting in measurable results for Sales/Marketing allowing for stronger focus on successful initiatives

*Invented unique management tracking systems for Training and Project Management

*Executed User Advocacy Programs to drive higher SFDC Adoption resulting in higher quality data

*Created automated data interfaces with legacy systems providing faster, cleaner delivery of data to users

*Instituted On-Demand Training Module driving adoption to higher levels

*Aligned Processes for different user teams to allow improved teamwork resulting in more sales

*Produced separate Training program outside of production environment

*Initialized Process Automation saving time spent on details for the User Community

*Implemented Mobile Processes through hands-on involvement with Sales Team

Other clients

Toyota Motor Corporation, SAP USA, Northrop Grumman, Oce Business Services

Additional Companies focusing on Media, Medical, Financial, Advertising, Legal, Manufacturing,

Nonprofit Organizations

Designed, Directed and Implemented CRM projects

*Designed, Installed, Trained and Mentored Business Development Departments

*Gathered Business Requirements and created Functional/Technical Specs

*Built and developed industry specific Verticals in support of OEM initiatives

*Developed cross platform systems for creating, tracking and analyzing customer communications

*Invented unique management tracking systems for sales, surveys and accountability

*Created automated data interfaces with legacy systems

*Increased Sales utilizing automated Follow-Up and Up-Sell Programs developed for the platform

*Produced multi-level portals across B-B and B-C needs

*Initialized sales processes with accountability that resulted in doubling sales profit in the first six months

*Designed Automated Marketing and Sales Initiatives directly in the SFDC Platform

*Developed specific Demand Generation and Retention Programs through segmentation

*Simplified SFDC User interface through visualforce development and multiple custom objects

*Merged 2 live instances for total re-implementation without user disruption

*Published various apps via AppExchange extending CRM for ease-of-use and stronger closure numbers

*Implemented automated call processes and tools for Sales Teams resulting in time saving follow-ups

*Automated invoicing and GAAP solutions supporting multiple currencies aligned to Opportunities/Products

*Established Call Center and Sales Team collaboration points resulting in higher sales closure

*Created simplified platforms for internal and external users to build sales opportunities together

*Introduced custom built tools/apps/objects into SFDC environment enabling business users to automate routine tasks around their daily needs

Director of Sales, The Americas

POALO ROSSINI LTD. – New York, NY

Director of Marketing 3 Divisions - Southeast Zone

Merchandising Executive ESCADA Couture

SRB FASHION INTERNATIONAL - New York, NY

Education & Training

Marketing Management, State University of New York

Fashion Institute of Technology

Certification - Licensing

SALESFORCE.COM - Certified: Partner and Implementation Certification

SERVICE CLOUD Certification

FORCE.COM- Certified Developer

ADMIN Certification

Proficiency – Transferability

ETL TOOLS

CHATTER & SOCIAL NETWORK

GOOGLE ADWORDS

VISUALFORCE

VERTICAL RESPONSE

VoIP CONTACT CENTERS

PRM & CHANNEL MANAGEMENT

SEARCH ENGINE OPTIMIZATION

SEARCH ENGINE MARKETING

Community Service

Chairperson All Fundraising Activities – 1998 – Present

Lackawaxen Township Volunteer Fire Dept.

Member – 2002 – Present

Lackawaxen River Conservancy

Contact this candidate