John Dorr

Danville, CA 510-***-**** ad1dbh@r.postjobfree.com

https://www.linkedin.com/in/john-dorr-06769226/

PROFESSIONAL SUMMARY

A highly experienced support professional with nearly four years experience collaborating cross-functionally as a Salesforce Administrator/low code engineer, business analyst, implementation specialist, and project manager. Highly adept at understanding system complexities, resolving issues, and driving new solutions and greater scale on the Salesforce platform. Proven ability to clarify, analyze, design, and optimize business processes with hands-on experience implementing system changes, onboarding/training new users, and driving improvements and business growth. EXPERIENCE

IEQ Capital, Product Manager/Senior Salesforce Administrator/Associate Director December 2022 - Present

Salesforce Financial Service Cloud owner for national Registered Investment Advisor with users and offices spread across the US.

Led discovery, design, testing, deployment, and training for formal user feedback process for various teams across IEQ that has led to improvements in first response, resolution times, and adoption.

Refined project planning process by establishing development template that included phases for gathering requirements from stakeholders, defining user stories, establishing acceptance criteria, and preparing for User Acceptance Testing.

Assisted in the design and build of a scalable segmentation around access and security of the Salesforce environment to meet growth and privacy needs of the firm.

Implemented operations wide development process that led to improvements in speed and accuracy of deployments to production org.

Designed and built a formal review process for quarterly client contracts including automations, custom objects, layouts, and approval processes.

Led project to find and replace marketing tool, Pardot. Integrated Outreach.io as our marketing tool for our business development team which allows for improved lead communication metrics and outgoing communication functionality Coursera, Senior System Specialist (Service Cloud Lead/Business Analyst) November 2019 - December 2022

Enterprise Support System lead for a global business with offices across the US, Europe, and Asia, supporting 500+ users on Service and Marketing Cloud.

Migrated 4 business lines, 500+ users, 400+ Knowledge articles in 4 languages, and million case records in order to help support over 110 million community/experience portal users on a new global Salesforce platform from another enterprise support tool, Zendesk

Research, Negotiated, designed, and implemented enterprise support tool that lead to an increase in CSAT for all support channels

(chat, email, and self-serve portal) by 5%year over year, as well as improved case/ticket resolution time by 5%

Established Salesforce sprint planning guidelines which included capturing of requirements and scope, prioritization of requests, proper allocation of resources, thorough acceptance testing, and proper documentation of components for launch

Led projects to establish integrations between third party tools and Salesforce in order to improve both agent and end user experiences in order to help make improvements in key metrics

Scoped level of effort and skills needed from requirement gathering sessions to help advise leadership on key resources needed to ensure proper functionality and health of Salesforce org for agents, end users, and admins

Identified, designed, and implemented workflow processes that saw improvements in case resolution time by 10%, first response time of 10%, and in customer satisfaction of 5%

Drove collaboration between Coursera and degree partners in order to establish our service tool which allowed for an easy onboarding of 30+ degrees

Envoy, Engagement Manager

October 2018 - November 2019

Engagement Manager, helped implement and optimize Zendesk for over 20+ different businesses

Managed projects for over 20 customers from kickoff to closure for both new Zendesk customers and existing.

Consulted with numerous stakeholders gathering requirements and analyzed current business workflows to find areas of improvement and greater efficiency with Zendesk tools

Defined project timelines, resources, deliverables, integration needs, key metrics, user stories, QA plan, documentation, training, and project launch requirements

Responsible as Zendesk Explore subject matter expert in order to offer reporting solutions to existing client base and newly launching customers

Merrill Lynch, Financial Advisor

November 2013 - October 2018

Financial Advisor, acted as fiduciary of assets for both individuals, trusts, and conservatorships

Provided exemplary customer service which lead to one of our regions highest client retention rates

Partnered with customers to design financial strategies that helped me short, medium, and long term financial goals through varius banking, lending, and investment tools

Guide clients to help prioritize their financial needs and beginconversationonhowtoachievegoals

Implemented CRM, Salesforce, as part of our team’s contact management software to allow visibility and convenience when managing client relationships

Wells Fargo Advisors, RegisteredClient Associate

January 2011 - November 2013

Client Associate, worked with team of advisors to ensure precise execution of trades and proper fit with risk profile of client

Team expert relating to investment research, reporting, and trading

Assisted in matching client requirements to financial offerings

Attained California Insurance Licensed as a Life, Accident, and Health Agent as well as Series 7, 63, 65, and 9 FINRA certifications CERTIFICATIONS

Salesforce Certified Administrator

Salesforce Service Cloud Consultant

Zendesk Support Administrator

SKILLS

Project Management (Scope, Planning, Prioritizing, Requirements Gathering)

Cross Functional Collaboration

Acceptance Testing

Process Automation

Experience Sites

Process Documentation

Tools: Dataloader, Workbench, Jira, AutoRabit

User Management

Security Management

Change Management

Data Management

Agile/Scrum

Sprint Planning

Communication

EDUCATION

St Mary’s College — Master of Business Administration — May 2017 University of California Berkeley — Bachelor of Arts in Interdisciplinary Studies Field (Business, Economics, Political Science) — May 2005 HOBBIES AND INTERESTS

Active outdoorsmen

Guided rivers in California and Idaho (Class IV)

Active skier and snowboarder (skied in 5 different states and 3 different countries)

Ocean Lifeguard for LA County Fire Department (Malibu to Manhattan Beach)

SUP across Lake Tahoe (18miles)

Swam across Lake Tahoe (12miles)

Semi-professional swimmer

USA Swimming Olympic Trial Semi-finalist (2008); trained and competed internationally for Trojan Swim Club; also competed in 2012, 2004 and 2000 United States Olympic Team Trials

UC Berkeley Men’s Swim Team

Twice elected team captain of Cal Berkeley Men’s Swim Team (Dual Meet National Champions – 2005)

Four time NCAA Finalist and seven time NCAA All-American as a member of Cal’s 4th place NCAA Championship team

(2003 and 2005)

2002 Cal-Berkeley Men’s Swim Team Coach’s Award recipient recognizing leadership and dedication

Five time USA Swimming National Medalist; 14 time PAC-10 Swimming Championship Finalist

UC Berkeley Student Athlete Advisory Committee, Athlete Representative

Represented Cal-Berkeley Men’s Swim Team to UC Committee concerning university and athletic department issues

(ex. community support, media training, sports events, and monetary team issues)

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