Samara Gaul

774-***-**** adyftd@r.postjobfree.com

Summary

Natural leader of projects with a knack for developing teams. Analytical thinker with a strategic approach to problem solving. Experienced system administrator with expertise on SalesForce and ServiceNow platforms. Possesses a passion for solving complex technical issues. Proven track record of successfully managing and maintaining large-scale systems while delivering high-quality customer service. Life learner, seeking role within a company that values growth and development.

Skills

Software – SalesForce, JavaScript, ServiceNow Platform, Automated Test Frameworks

Analytical Assessment – Analyzed external client issues through the use of probing questions to discover the root cause, develop a plan of action, and provide prompt resolutions.

Saas Sales – Exemplified first class customer service with each internal and external client interaction, certifying high retention and satisfaction rates.

Business Awareness – Evaluated internal business operations to identify departmental needs and gauge the priority level of each case. Ensured quick resolutions for pressing issues to avoid revenue loss.

Professional Experience

DemandScience

Sales Development Representative (09/2021-05/2022)

Developed strategies to process the sales cycle, while ensuring KPIs were met.

Selected Contributions:

Optimized reports through SalesForce to keep up with activity metrics to maintain my key performance indexes.

Streamlined HubSpot to understand the Account Executive process during meetings with prospective customers.

Conceptualized personable emails to gain the interest of prospective customers.

AmeriCorps

Application Analyst (10/2019 – 8/2021)

Using advanced knowledge of operational processes, managed clients, case workers and incoming new staff.

Selected Contributions:

Rectified data inaccuracies for client chronic homelessness assessments via the Homeless Management Information System.

Lead the candidate management including identification, interview preparation, and closing, i.e., compensation negotiation for incoming interns and coordinator staff.

Spearheaded a team of interns to schedule activities, pack giveaways, and conduct a successful community outreach campaign for families facing homelessness

Justice Resource Institute

Administrative Services Assistant (5/2018 – 10/2019)

Assisted the outreach and education programming staff with training confirmations and refunds, and event preparation, maintained and recorded data with accuracy, prepared reports and supported the client base.

Selected Contributions:

Produced key logistical reports for the quality control department using excel.

Facilitated and monitored data compliancy within the donor management system and SalesForce CRM.

Delivered grant and audit reports using analytical assessments and business awareness, and found over 150 inconsistencies and took 2 weeks to fix.

Boston Public Health Commission

Public Health Outreach Assistant (4/2012 – 10/2016)

Provided administrative and analytical support via research, data and metrics forecasting, meeting coordination, special events organization, and calendar management, and paid invoices via purchase orders.

Decreased processing errors during weekly employee payroll entry.

Processed invoices with purchase orders in a timely manner, using oracle database.

Executed vendor strategies from concept to execution using software applications.

Technical Training

ServiceNow NextGen Professionals Program

ServiceNow NextGen Extern (March 2023 – May 2023)

Knowledge of ServiceNow platform fundamentals, including instance management, module customization, access controls, workflows, and reports.

Understanding of ITIL processes and workflows such as Incident Management, Problem Management, Change Management, and CMDB.

Experience creating and updating Requested Items, Workflows and Fulfillers, Catalog Items, and Service Level Agreements (SLA).

Knowledge of JavaScript, including client-side and server-side scripting, as well as experience with ServiceNow scripting tools, including Glide, Angular JS, and Jelly.

The MOM Project

SalesForce Administrator Extern (July 2022 – March 2023)

Knowledge of SalesForce platform fundamentals, including custom object creation, user management, record types, validation rules, workflow, and process builder.

Experience in data extraction, transformation, and loading (ETL) using tools such as Data Loader or Excel. Familiarity with data cleansing and accuracy maintenance.

Ability to create, customize, and maintain SalesForce reports and dashboards. Skilled with data visualization tools such as Tableau or Power BI.

Ability to manage multiple projects simultaneously, establish timelines and manage requirements gathering, development, testing, and implementation phases.

Education

Bachelor’s Degree of Science

Leadership and Development

Springfield College

Master of Business Administration

Organizational Management

Eastern University – Fall 2024

Certifications

ServiceNow Micro-Certification: Application Developer User Interface Creator

ServiceNow Micro-Certification: Flow Designer

ServiceNow Micro-Certification: Automated Test Framework (ATF)

ServiceNow Micro-Certification: Service Portals

Salesforce: SalesForce Business Administration Specialist

in understanding customer requirements and proposing solutions

Ability to work in a fast-paced, entrepreneurial start-up environment, requiring superior critical thinking, influencing, and mana

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