Relationship Manager Customer

Lauren Long

Greensboro, NC ***** 336-***-**** ******.******.****@*****.***

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PROFESSIONAL

SUMMARY

Results-driven Customer Relationship Manager and Salesforce Administrator with over 20 years of experience in IT Systems, Sales management, and Payments industries. Dedicated team player excelling at optimizing business processes, implementing risk-governance strategies, and generating revenue through Business & Financial Analytics. Known for attention to detail, exceptional communication, and strong project management skills. Demonstrates ability to handle multiple tasks effectively and efficiently in fast-paced environments.

EDUCATION Bachelor of Science Information Systems Operations Management University of North Carolina At Greensboro, Greensboro, NC Minor in Accounting

CERTIFICATIONS • Certified Salesforce.com Administrator 2017

• MCP-Certified Network Microsoft Professional 2000 (Network-Server and Workstation)

• APICS (Operations Management) Certification

SKILLS Customer Relationship & Client Account

Management, Sales Support, People

Mgt/Inter-department collaboration &

Leadership

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Project Mgt, Requirements gathering &

Product Support Initiatives

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Salesforce Implementation /Automation

/Integration/ Release Upgrades/

Scrubbing/Data Integrity/Training &

Mentoring

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Business Process Improvement &

Streamlining/ KPI Metrics

Implementation & Reporting

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Payments Industry expertise The

Clearing House Payment Products(EPN,

CHIPS, IMAGE, RTP, OFAC, UPIC) &

Federal Reserve Payment

Products(FedNow, FedWire, ACH) &

SWIFT

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Multiple platforms(SAP, Oracle, SF

Classic/Lightning) application & systems

support

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Vendor Assessments/Negotiations &

Third Party Mgt (SOC Compliance)

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Enterprise Risk Mgt/Business Continuity

Planning/ Procedural

documentation/Due diligence

governance/ Auditing/Legal Contract

Administration

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Business Case Analysis/Financial

Forecasting & Sales Proposal Writing

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• Budgeting & Profit Loss reconciliation

APPLICATIONS Salesforce.com (Classic & Lightning) (Sales, Service & Marketing Clouds, API, APEX) ServiceNow, Archer (ERM), MS Dynamics (NAV), Microsoft 365, Synergy Mainframe, SAP & Oracle platforms (Order/Invoicing & TMS Applications) Synergytix (CRM Application), Ariba

(Contracts Administration Application), DocuSign, Microsoft Suite (SQL, SharePoint, Powerpoint, Power-Tables, Access, Word, Excel(Formulas, V-Lookups, Pivot Tables, XREFs, INDIRECT, Dependent fields, Charting, Forms)), Database Mapping, Visio, Photo Editing L L

Apps, CAD/Graphical Engineering Applications, Video/Tutorial Software, Workday, ADP, Concur

WORK HISTORY CRM DATABASE CONSULTANT 02/2024 to 07/2024 Bulldog Investments Randleman, NC

Leveraged strong analytical skills to identify inefficiencies in existing systems, proposing targeted solutions that improved overall performance metrics substantially.

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Developed database architectural strategies at modeling, design, and implementation stages to address business or industry requirements.

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CUSTOMER RELATIONSHIP MANAGER 03/2014 to 10/2022

The Clearing House Winston-Salem, NC

Implementation of a customized Salesforce.com package, encompassing Sales, Service, and Marketing Clouds, involving collaboration with various departments including CRM, Marketing, and Business Analytics. Requiring effective partnerships with external developers to enhance features and ensure data integrity.

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Cross-functional leadership enhancing team collaboration, improving intra-departmental communication, and fostering a deeper understanding of customer requirement gathering. Facilitated project collaboration and swift resolution of client issues while managing direct reports and overseeing the execution of sales and product initiatives.

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Risk & Business Continuity Director for CRM, Sales, and Product Teams, leading teams to successfully navigate numerous regulatory audits, achieve deliverables, and complete regulatory examinations. Established and enforced organization-wide governance, operational procedures, and streamlined business processes.

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Guide for CRM/Sales teams through the “Stages of the Sales Lifecycle” (ie..Initial Account Procurement, Leads, Opportunities, Client Interactions, Quotes, Pricing, Price Books, CPQ's, Sales Portal End of Term Contract Objects, Revenue Projections, Volume uploads, Forecasting, Invoicing (Cloud Sense), Documentation & Reporting, Dashboards, Workflows, Triggers, Email notifications, Customer Lists, Committees, etc.)

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Liaison between Technical Operations Teams, Clients, 3rd Party Vendors, Application Engineers, Salesforce.com & all associated teams/stakeholders within organization, to ensure functionality optimization & best practice protocol methodology

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Develop Salesforce User Guides and instructional tutorials covering application functionality, management of new releases, and training for end-users on new or evolving methodologies within Salesforce.

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Provide internal and external client relationship support and account management for over 2,000 financial institutions and Puerto Rican cooperatives. Expertise includes handling tasks such as onboarding and offboarding, demonstrating technical proficiency, promptly diagnosing and resolving issues, and delivering effective product training for clients.

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Perform a variety of analyses and reporting, encompassing sales, revenue, volume, and risk assessments. Oversee KPI metrics, KPMG audits, as well as revenue and volume reports. Prepare for audits and develop procedural guidelines and documentation frameworks for teams in sales, product development, legal, auditing, operations, risk management, client services, and executive management.

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Create compelling Sales Decks, develop forecasting models, and perform data analysis to captivate Banking stakeholders, Legal Committees, the Federal Reserve Board, and the Global Bank Board of Directors.

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Honed strategic collaboration skills over nearly nine years, working with Payment Product Managers and Executive Sales Teams. Expertise in developing Business Case Analyses, Sales Proposals, and Executive Summary documents for top Financial Institutions globally generating over three million dollars in revenue for The Clearing House and saved clients millions in costs.

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Oversee team budgeting, profit and loss accounting, and reconciliation. Act as Salesforce product owner, manage contract negotiations, and oversee billing administration.

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SYSTEMS AUTOMATION LEAD CRM 11/2010 to 11/2011

Merz Pharmaceuticals Greensboro, NC

Contributed to business growth with successful execution & delivery of multiple large-scale projects & Managing CRM Sales efforts for all 8 North American Regional Merz Pharmaceutical Sales Teams

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Designed, Developed, Implemented, Tested & Supported Synergistix, a unique CRM Sales Tool for Pharma Sector, leading CRM Sales initiative through requirements analysis & Agile methodology

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Managed all aspects of System Usage, System Training, Technical Maintenance, Sales Analytics, Business Requirements, Engagement Statistics, Management Presentations, Verification of Medical Licenses, Auditing of procedures & Executive Reporting

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IT SYSTEMS & PRODUCT SUPPORT SPECIALIST- INTERMEDIATE 04/2003 to 10/2010 Volvo Group North America Greensboro, NC

Ensuring all System Product Technical Specifications were correct and followed CAD

(Computer Aided Design) graphical drawings for Engineering teams

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Provided Customer & Technical Support for all US X12 and European ETSI Standards for Volvo North America EDI (Electronic Data Interchange) Transactional System Network

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Implementation/Testing/Training/Customer & System Support for new Volvo Logistics TMS

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System IT/ Client Support for all SAP/Oracle Systems, SaaS End User Application Interfaces & Internal Product /Billing Systems for Internal & External Clients of Volvo Group North America

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GLOBAL SUPPORT SPECIALIST/PROGRAMMER TEAM LEAD 05/1997 to 07/2002 IBM Global Services McLeansville, NC

Collaboration of cross systems support & upgrades between EDI, Software Engineering, Database Engineering, Programming, and Software teams, including 24/7 mainframe support monitoring

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Program Y2K initiative; integration of new millennium coding structures; Led migration to Graphical User Interface Application while decommissioning the Mainframe Billing System

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Developed comprehensive training materials, ensuring consistent delivery of global support services

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