Salesforce Administrator / Analyst

Evan MacDonald

********@****.*** • 321-***-****

Cocoa Beach, FL

Areas of Expertise

Automation & Process Improvement

Data Analysis & Reporting

Salesforce Sales & Service Cloud

Relational Databases

Salesforce Marketing Cloud

Client/Stakeholder Relations

Career Experience

Who We Play For, Cocoa Beach, FL

Salesforce Consultant, Volunteer, 12/23 – Current 2023 – 2024

Designed and implemented a custom Donations object to streamline donation data integration.

Collaborated with the board of directors to develop a multi-year CRM roadmap, detailing the timing and implementation strategy for key program initiatives.

Conducted weekly administrative tasks, including license management, system troubleshooting, end-user support, and development activities.

Migrated five years of donation data from differently formatted excel files to Salesforce.

SCI Direct, Plantation, FL (Hybrid) 2020 – 2024

Marketing Cloud Administrator, 6/22 – 1/24

Collaborated with sales and marketing leadership to design and implement effective marketing strategies, aligning initiatives with organizational goals.

Worked with vendor InboxMonster to resolve ISP blocklistings, enhancing email deliverability and improving campaign performance.

Partnered with marketing and compliance leadership to ensure adherence to state legal requirements for deathcare marketing, maintaining regulatory compliance.

Coordinated with legal and compliance teams to acquire a shortcode for MMS marketing.

Implemented a data model that enabled near real-time data flow between Salesforce CRM and Marketing Cloud, ensuring seamless integration and data synchronization.

Utilized Automation Studio to streamline various email marketing operations and generated daily reports for stakeholders, optimizing campaign effectiveness and performance tracking.

Increased average yearly outbound emails from 200,000 to over 1,000,000 and improved deliverability rates from 80% to 99%, significantly enhancing email marketing performance.

Managed email flow for six brands within a single Marketing Cloud business unit, ensuring distinct branding for each and preventing cross-branding conflicts.

Senior Salesforce CRM Administrator, 4/21 – 6/22

Led weekly Agile ceremonies, including retrospectives, sprint planning, story refinement, backlog grooming, daily stand-ups, and sprint reviews, ensuring effective team collaboration and project progression.

Created and outlined quarterly and yearly roadmaps with senior sales, marketing, and operations leaders, ensuring alignment of Salesforce projects with organizational objectives.

Launched two new user groups in Salesforce—Customer Service and Customer Engagement (Social Media)—enabling the organization to transition away from its ServiceNow contract.

Collaborated daily with an offshore development team, providing detailed requirements through wireframes and documentation, receiving regular updates and demos, and overseeing testing and sign-off for successful deployment.

Launched Salesforce Lightning Dialer for 100 sales users, resulting in a 20% increase in daily outbound calls.

Managed license allocation to optimize usage and prevent wasted spend, ensuring cost-effective Salesforce operations.

Salesforce CRM Administrator, 4/20 – 4/21

Served as the sole Salesforce admin providing end-user support for 300 Sales Cloud users, 200 Service Cloud users, and 50 corporate employees, efficiently resolving issues and enhancing the overall user experience across multiple platforms.

Developed and implemented reporting and dashboard suites for over a dozen business units, including Sales, Marketing, Service, Operations, and Corporate groups, delivering tailored insights and data visualizations to support diverse business needs.

Led monthly webinars for end-user groups, delivering targeted Salesforce training and documentation, and facilitated feedback sessions that enhanced user trust and drove a 50% increase in adoption.

Sourcepoint, Remote 2019-2020

Salesforce Consultant, 7/19 – 5/20

Onboarded and provided Salesforce Training for Regional Sales Managers.

Created a comprehensive knowledge repository documenting the current Salesforce state, including detailed information on all process builders, flows, reports, dashboards, and queue/list models, facilitating easier maintenance and knowledge transfer.

Partnered with Senior Sales Leadership to develop a robust process for tracking Full-Time Equivalents (FTE) assigned to Closed Won contracts, including automated reminders for sales managers at each sales stage, tracking of FTE allocation by site and on-shore/off-shore status, and automated alerts for corporate and sales ops leadership when critical information was missing, ensuring complete data before contract approval.

Overhauled the existing report and dashboard suite to include automated daily reminders for high-priority overdue items, summarized data for the previous day, week, and month-to-date, and flagged Opportunities requiring review by Corporate Leadership.

Radial, Inc, Melbourne, FL (Hybrid) 2013 – 2019

Salesforce Administrator 6/17 – 8/19

Provided Level 3 (L3) support for Salesforce in an organization with over 50 clients, 5 communities, and 2,000 users, troubleshooting and resolving complex issues, delivering personalized support, and ensuring optimal user satisfaction and system performance.

Collaborated with operations leadership to design and implement a comprehensive company-wide reporting and dashboard suite in Salesforce, delivering real-time insights into key metrics such as handle time, volume spikes, and call dispositions, which enhanced decision-making and operational efficiency.

Developed and implemented custom CRM solutions for over 30 clients migrating from legacy systems, including features such as Email-to-Case, Live Chat, Communities, Approval Processes, and Text-to-Chat, streamlining operations and improving client engagement.

Business Analyst, 1/16 – 6/17

Oversaw the transition of 30+ clients from diverse legacy CRM systems to Salesforce, including capturing detailed business requirements for Call Center Operations and Client Services, testing CRM solutions, and delivering 24/7 support during go-live phases.

Created Functional Design Documentation to capture client automation requirements for Robotic Desktop Automation development and tested the resulting solutions for performance and accuracy.

Designed and developed a comprehensive Excel report integrating data from over a dozen source systems, consolidating call center agent metrics such as hours worked, call volume, handle time, and system utilization, to create a weekly, one-stop report used by vertical managers and directors for performance tracking and decision-making.

Supervisor; Operations, 8/13 – 1/16

Trained and managed a team of 25 Tier 2 Customer Service Specialists across multiple channels, including email, live chat, social media, loyalty programs, and escalations, ensuring high standards of service and efficiency.

Developed Daily, Weekly, and Monthly Agent Metrics Reports for Operations Management, which, alongside staffing reports, facilitated real-time adjustments to optimize spending and enhance service levels.

Interviewed over 1,000 candidates annually to meet the seasonal workforce demand of a major sporting goods retailer, including filling tier 1 phone, back office, and seasonal leadership positions, decreasing peak season attrition rate from 30% to 18%.

Education

Bachelor of Arts, Philosophy

University of Florida, Gainesville, FL

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