Customer Service Salesforce Administrator

ALEXANDRA BROWN (SHANDRA)

Salesforce Administrator Problem Resolution Relationship Management

****************@*****.*** 214-***-**** Irving, TX https://www.linkedin.com/in/shandra-brown-361b7a142/

PROFESSIONAL SUMMARY

Sr. Salesforce Administrator with over 20 years of progressive experience within IT Customer Service, Salesforce and HEAT administration. I am passionate about problem resolutions, creative thinking and providing the best possible customer experience at all levels. I pride myself in knowing how to take a no-technical request and turn it into a viable product. Additional highlights include.

●Experienced within design, architecture, configuration, and administration of Salesforce

●Exceptional written and verbal communication skills with users, management and customers

●Analytical “Outside the Box” and “Big Picture” thinker

●Lead trainer experienced with 1:1 or group training

●Project Management: Consistent communication and ownership from start to finish product

●Foster the approach of improving the wellbeing of the teams and their work environment in all interactions

PROFESSIONAL EXPERIENCE

Salesforce Administrator Hilltop Holdings Inc Irving, TX 03/2017-02/2025

●Salesforce Subject Matter Expert: maintained the integrity of data and workflows across Service Cloud, Experience Clouds and Sales Cloud

●Supported use of Salesforce Service Cloud for over 4K employees and customers nationwide

●Primary point of contact for creation of workflows and processes for 20+ departments within Service Cloud

●Build, maintain, and enhance reports and dashboards to provide actionable insights for business teams and upper management

●Collaborate with stakeholders to gather requirements, design solutions, and implement improvements in Salesforce to align with business needs

●Designed workflows, SLAs and processes that allowed cross collaboration among multiple departments throughout the company saving time and reducing mistakes

●Reconstructed Salesforce Knowledge to remove irrelevant documents and keep the company compliant

●Used various security processes to keep PII secure

●Perform Salesforce user administrative tasks including but not limited to user management, role hierarchy, profiles, permissions, roles, sharing and data security

●Performed additional declarative functions such as flows, creation/customization of objects/apps, fields, record types, page layouts, custom settings, sharing settings and validation rules

●Managed separation of Experience Cloud knowledge and data between three customer types to meet compliance requirements using Data Categories

●Assess team needs and pain points and deliver solutions to drive long-term efficiency gains

●Management of integrated applications and third-party suppliers (i.e., DocuSign)

●Used process automations (Flows, Entitlement Process, Milestones, Service Levels, etc.) to correctly route cases to increase resolution times

●Pioneered implementation and test plans for change management meetings used as standard reference for all changes

●Project Management: Drove multiple projects simultaneously from concept to delivery; ensured status/challenges were communicated in a timely manner to all parties involved

●Relocated the broker recruiting department from a custom application to the original Salesforce sales process

Pertinent components consisted of the following: DocuSign button sending forms through approval processes inside and outside of Salesforce, saving signed documents with recruiter record and approval history, moving fields from a physical document into its own object allowing for clearer reporting, increasing visibility of pipeline revenue streams to directors and managers.

●Designed workflows that allow cross collaboration with multiple departments throughout the company

●Configured Opportunities which enabled the Insurance department to track customers and sales in a reportable format instead of spreadsheets

●Experience with Marketing Cloud including connections to Salesforce, creating Journey’s, email templates and user lists

Service Center Support/Head Admin Hilltop Securities Irving, TX 04/2002-03/2017

●Provided software and hardware technical support to over 10K external customers and internal employees

●HEAT (Helpdesk Expert Automation Tool) administrator creating processes, designing screens, managing users and creating workflows for multiple internal departments

●Created training documentation and led multiple training sessions for HEAT in over twenty departments

●Provided metrics that allowed streamlining of departmental processes and procedures

●Administered multiple market data products used in trading departments

●Increased revenue by approximately 30K a month over a two-year period by reworking contract termination processes with Bloomberg

●Promoted to Salesforce Administrator

EDUCATION & CERTIFICATIONS

Salesforce.com Certified Administrator 04/2018

Salesforce Certified Platform App Builder 09/2022

Founder of Young Women’s Support Group 10/2023

HEAT Certified Administrator 03/2020

C-MHC Foundations of Mental Health Coaching 101 03/2025

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