Salesforce.com Consultant

** ******* **. ***. * • LODI, NJ *****

PHONE 973-***-**** • E-MAIL *********@*****.***

CASSANDRA BRYANT

QUALIFICATIONS

A proven leader with exceptional capabilities in managing teams, strategizing, training employees and presenting to all levels of management. Excellent communicator, able to easily interact with all levels of management, peers, and staff internally and with customers. An accomplished professional with seven years of experience working for the leader in the supply-chain industry with Fortune 500 Clients, such as Dell, Nordstrom’s, Coach and Nike

ACCOMPLISHMENTS

• Successfully implemented Salesforce.com to 200+ users.

• Received utilization award for three months for exceeding the departmental average

• Supported 900+ users across two platforms

• Second CRM implementation, assisted in move from Saleslogic to Firstwave.

(Firstwave is a CRM that runs on Sql database).

• Certified Salesforce.com Administrator

PROFESSIONAL EXPERIENCE

Current eChalk New York, NY

Sr. Business Systems Analyst

• Responsible for all internal Business systems including Salesforce, Quick Books and any new implementations

• Responsible for any configuration changes, enhancement requests or mass data updates

• Responsible for all mass data loads and pre-deployment testing

• Manage support and deployment of add-on products such as Demand tools, Mobile app and integration to Outlook

• Created training manuals to aid in the development of new and less experienced staff

• Responsible for the internal technical road map

2000-2007 Manhattan Associates, Inc. Atlanta, GA

Salesforce.com System Administrator

• Maintain security profiles and access rights for all users as employees are hired, transferred or leave the company.

• Responsible for any configuration changes, enhancement requests or mass data updates

• Responsible for the overall delivery of support across the global organization with offices in Bracknell, Australia, Asia, and India

• Manage support and deployment of add-on products such as Demand tools, The Complex Sale, Mobile app and integration to Outlook

• Created training manuals to aid in the development of new and less experienced staff

• Attend transition meetings after clients go-live to ensure smooth transitions to customer support

Fall 2006 Salesforce.com Project Manager

• Managed resources and project timeline using MS project based on Statement of Work

• Evaluated Add-On software and administered the deployment of The Complex Sale, Appexchange Mobile, Demand tools and Outlook Sync

• Distributed global communication on deployment status of the project

• Communicated progress with Executive Sponsorship and engaged multi-levels of management

• Performed Data load testing

• Facilitated testing by creating and deploying test scripts.

• Developed global post Go-live Support plan

2003-2006 CRM Specialist

• Supported 900+ users on a sql based product called Firstwave

• Created a data cleansing schedule and used a tool called Datawave to purge duplicate records

• Administered Training for new users to the system

• Support to the PSO group by being an on-call resource for F.E.M.A.

• Lead Auditor for our ISO certification process

• Assisted in our ERP evaluation process by acting as a point of contact for vendors and internal management

2001- 2003 Sr. Call Center Consultant

• Manage high profile clients by providing advanced technical support and customer service

• Assist clients with base functionality for UNIX and iSeries platforms

• Created training manuals to aid in the development of new and less experienced staff

• Key member of the project team to upgrade CRM from Saleslogic to Firstwave

2000 – 2001 Call Center Consultant

• Developing and executing system test plans according to client needs.

• Assist with the creation of Media for all products; Generate License keys for new purchases, upgrades and system changes

• Provide base technical support to domestic and international clients

1999 – 2000 Peachtree Software Norcross, GA

Client Support Team Mentor

• Supervised a team of 7-9 technicians

• Solved unresolved issues from level one technicians

• Trained, scheduled, and conducted performance reviews for up to 9 employees

Client Support Technician

• Provided swift, accurate, and efficient technical support for an array of products

• Researched and resolved level one software related problems

• Update knowledge base with software enhancements

1997 – 1999 Pomeroy Computer Resources Marietta, GA

Service Business Manager

• Managed all hardware, service and implementation related tickets

• Expedited administrative and sales issues for active accounts

• Provide customer service to existing and potential customers

EDUCATION

Clark Atlanta University, Atlanta, GA

Bachelor of Arts in Business Administration, Minor in Finance, 1997

Certified Salesforce.com Administrator

Project Management fundamentals

Management Training Classes

Change Management Classes

Contact this candidate