Call Center Data Migration

Rick Enriquez

Walnut Creek, California ***** 925-***-**** **********@*****.***

LinkedInhttps://www.linkedin.com/in/rdenriquez/ SFDChttps://www.salesforce.com/trailblazer/rickenriquez Salesforce Certifications: AI Specialist, App Builder, Service Cloud Consultant, Administrator Professional Summary

Highly accomplishedSalesforce Certified AdministratorandBusiness Analystwith over 20 years of experience in optimizing, streamlining, and automating business processes. Expertise in delivering complex Salesforce implementations, data migrations, integrations, and enhancing user experiences. Professional Experience

Exponent Partners San Francisco, CA

Consultant October 2023 – August 2024

● Salesforce Administration: Provided comprehensiveSalesforce support for ECM projects, ensuring seamless implementation across multiple clients.

● Automation Design: Developed declarative flows andconfigurations to meet specific project requirements, enhancing operational efficiency.

● Data Migration: Executed data migration strategiesfrom legacy systems to Salesforce orgs, ensuring data integrity

Sunrun San Francisco, CA

CRM Delivery Manager September 2015 – March 2023

● Team Leadership: Led the SFDC Development Team inestablishing software delivery and deployment processes using Jira, Salesforce Change Sets, Apex, and custom Flows.

● User Provisioning: Implemented automated user provisioningprocesses, streamlining access management for new hires and current user promotions and role changes.

● DevOps Implementation: Managed the deployment of CopadoDevOps tools, enhancing the Salesforce development lifecycle and deployment efficiency.

● SOX Compliance: Established and monitored Change Management,User Access, and SOX controls for Salesforce, Oracle EBS, and Workday systems, and SOD controls for Salesforce and Oracle.

● Integration Projects: Collected business requirementsfor the integration of InContact call center and Litmos LMSr with Salesforce, ensuring process and data consistency.

● Partner Provisioning: Worked on partner onboarding,training, certification, and order validation processes using Salesforce Community (now known as Experience Cloud), Litmos LMS, DocuSign.

● Flow & Apex Development: Developed, tested, and deployedFlows, Business Rules, and Validation Rules, and Apex classes to support various internal projects.

● Automation & Scripting: Designed and implemented Pythonscripts and API integrations to automate monitoring of SOX controls using data from Salesforce, Jira, Oracle EBS, Workday and Snowflake DemandForce San Francisco, CA

Senior CRM Systems Analyst December 2012 – August2015

● Solution Design: Defined, designed, configured, anddeveloped Salesforce solutions to support Sales, Service, Finance, and Accounting processes.

● Tax Integration: Developed Flows to integrate Avalarasales tax application within Salesforce.

● Contract Management: Supported implementation of Zuorafor contract cancellation and renewal processes, enhancing financial operations.

● Flexible Contracts: Designed a Flexible Contract solution,reducing time to market for new products from months to days.

● Case Management: Implemented an Internal Case ProcessTracking system, improving service delivery monitoring and metrics.

● Requirements Gathering: Conducted business requirementsanalysis and gap analysis to inform CRM customizations and enhancements.

Demand Solutions Group Los Gatos, CA

Senior Solutions Architect September 2011 – December2012

● Project Management: Managed Salesforce.com implementation,enhancement, and support projects, ensuring timely delivery and client satisfaction.

● Field Service Solutions: Designed and delivered aSalesforce-based Field Service Ticketing and Dispatch system for Sunrun.

● Integration Development: Developed Dell Boomi integrationsbetween Salesforce and NetSuite, enhancing system interoperability.

Aravo Solutions, Inc San Francisco, CA

Implementation Consultant June 2011 – August 2011

● Solution Configuration: Configured Aravo vendor risk management applications

● SQL Tool Development: Created SQL tools using TOAD,reducing metadata configuration data entry time by 25-50%.

Teledata Technology Solutions Walnut Creek, CA

Principal Consultant & Project Manager May 2007 –March 2011

● CRM Implementation: Participated in various CRM/FieldService implementations using Amdocs/Clarify for clients like Vodafone.

● Project Leadership: Managed assessment and implementationprojects, ensuring successful deployment of CRM solutions in international environments.

BearingPoint Mountain View, CA

Field Service and Logistics Consultant April 2004– May 2007

● Service Management SME: Served as Subject Matter Expertin CRM/Service implementation projects using Amdocs/Clarify.

● Cost Savings Initiatives: Conducted call center assessmentsfor Orange Communications, identifying and implementing cost-saving opportunities.

● CRM Design & Implementation: Led the design and implementationof Gold CRM and Clarify for Rollins’ field service enhancements.

Transworld Information Services Santa Clara, CA

Vice President, Business Solutions April 2001 – May2004

● Salesforce Implementation: Implemented Salesforceto support Transworld’s sales team, enhancing visibility of the sales funnel.

● Solution Architecture: Served as Solution Architectand Service Management SME for ADP call center implementations using Amdocs/Clarify.

Eloyalty Santa Clara, CA

Principal Consultant February 1998 – February 2001

● Business Development: Led business process designand mapping for Hewlett Packard’s CRM system implementations across Europe and the Americas.

● Project Management: Managed project teams for Motorola’sRepair Center CRM implementation, contributing to the Clipper Card system development. Bio-Rad Laboratories,Hercules, CA

Technical Services Manager August 1992 – August 1997

● Department Leadership: Organized and managed US FieldService, Factory Service Center, and global service support functions.

● Inventory & Budget Management: Managed a $5M globalservice inventory and a $3M annual budget, optimizing resource allocation.

● Division Integration: Led the acquisition and integrationof a Microscopy Instrument service division, achieving 45% gross margin on $4.5M/year service sales. Humphrey Instruments San Leandro, CA

Technical Support Manager June 1988 – August 1992

● Training Program Development: Designed and deliveredtraining programs for Field Service technicians, enhancing installation and maintenance capabilities.

● Global Support Management: Managed worldwide technicalsupport operations, supporting field service, repair depots, and international dealers.

● Business Conservation: Secured a $3M business by establishingtechnician training and certification programs in Russia.

Education and Certifications

Don Bosco Technical College, Philippines

● Associate Degree in Electronics and Communications Engineering

Contact this candidate