Amanda Steinspring
New Braunfels
Summary
Results-driven Sr. Salesforce Administrator with extensive experience in optimizing system performance and user engagement. Proven track record in Salesforce CRM and Experience Cloud, leading initiatives that resulted in 100% user adoption and enhanced NPS scores. Committed to implementing innovative solutions that support business objectives and strengthen interdepartmental collaboration.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. Salesforce Administrator
Orion Advisor Solutions, LLC
08.2021 - Current
- Spearhead the strategy and implementation of modern solutions for optimal system utilization & productivity of operations teams. This can include anything from helping leaders select and integrate new tech products with Salesforce to designing & creating workflow automations.
- Lead project to launch new Invoicing Portal experience site for customers to view & pay their Orion Invoice online, achieving 100% adoption at the initial billing cycle.
- Perform system maintenance of multiple Salesforce orgs including onboarding/offboarding of employees, troubleshooting errors, system configuration, system maintenance.
- Develop business reports and dashboards for business leaders and system users.
- Build Salesforce Flows to optimize system performance and employee productivity.
- Work closely with Salesforce developers to QA test & deploy code changes, ensuring system integrity.
Director, Service Technology
Orion Advisor Solutions, LLC
09.2018 - 08.2021
- Provided strategy, administration, and support of workforce systems for 250+ service and sales agents. This tech stack included Glia digital contact center, Salesforce Experience Cloud, DocuSign, and Zoom.
- Identified technology needs and made recommendations for our internal team’s technology stack.
- Analyzed key service metrics including queue volumes, handle times, top issue types and provided recommendations for improvements.
- Built routing chatbot using Google Dialogflow which immediately reduced the # of calls transferred between teams by 30%.
- Implemented Net Promoter Score (NPS) survey process including score analysis, follow-up procedures, and reporting dashboards, which improved our scores by 50%.
- Built relationships with vendor partners and ensured strategic goals were being met.
- Designed & implemented Orion’s help portal, built on Salesforce Experience Cloud.
Director, Service SME Teams
Orion Advisor Solutions, LLC
06.2016 - 09.2018
- Developed newly formed Subject Matter Expert (SME) teams specializing in Orion’s core products: reporting, billing, performance, reconciliation, platform support, and integrations.
- Developed & oversaw KPI and service level standards for SME service teams.
- Created a career step program for entry-level employees.
- Worked closely with product team to plan & execute rollout of new technology including building product testing plans, creating training content, and ongoing support.
- Succeeded in meeting user adoption goals for new reporting & bill generator features, which created further scalability.
- Ensured resolution of escalated or complex service issues.
- Implemented Glia engagement center migration from Nice inContact, driving our digital engagements from 20% to 60% in the first 2 months after launch.
Regional Service Director
Orion Advisor Solutions, LLC
05.2014 - 06.2016
- Oversaw 3 service teams, working with RIA firms ranging in size from start-up firms to large companies with over 80,000 accounts on Orion’s platform. Worked closely with COO to carry out organizational goals including:
- Retirement of legacy system to web-based Orion Connect platform.
- Implemented Nice inContact call center & Salesforce Live Agent Chat.
- Deployment of Walk-Me training technology.
- Responsible for hiring, training, and ongoing enrichment of employees.
- Created & implemented efficient & streamlined business processes across all services teams.
- Negotiated invoice credit requests and contract termination requests.
- Ensured service processes met SSAE16 Type 11 compliance requirements.
- Engaged with advisor firm offices for on-site training and presented new tech at national conferences and advisory board meetings.
Sr. Service Manager – Implementation Teams
Orion Advisor Solutions, LLC
03.2013 - 05.2014
- Managed team of project managers, account managers & accounting analysts whose role is to onboard new advisor firms to Orion.
- Onboarded a record of 90 new advisor firms to Orion in my first year after addressing bottlenecks in the pipeline.
- Re-designed & implemented processes including onboarding of accounts, historical data conversion projects, billing setup, cost basis setup, report creation.
- Conducted account performance analysis of historical data converted to Orion platform; Used results to implement key process improvements which decreased project completion timelines by 20%.
- Monitored conversion queue; tracked status & pushed forward blocked projects to ensure target dates were met and resources were freed up for incoming projects.
Service Team Manager
Orion Advisor Solutions, LLC
05.2010 - 03.2013
Account Manager
Orion Advisor Solutions, LLC
08.2006 - 05.2010
Education
Bachelor of Science - Small Business Management and Entrepreneurship
University of Nebraska At Omaha
01-2005
Skills
- Salesforce CRM expertise
- Salesforce Experience Cloud
- Innovative problem-solving
- Agile change leadership
- Customer journey optimization
- Team engagement and effectiveness
- Zoom, Teams, and Slack collaboration tools
- Smartsheet project management
- Jira and Azure DevOps experience
- Contact Center Solutions: Glia, Nice inContact usage, Salesforce Live Agent
- Chatbots: Google Dialogflow, Amazon Lex
- NPS analytics: CustomerGauge, SurveyMonkey
- DataloaderIO, Workbench, Validity DemandTools data analysis tools
- Docusign administration
Certification
- Certified Salesforce Administrator
- Orion Industry Certification
Timeline
Sr. Salesforce Administrator
Orion Advisor Solutions, LLC
08.2021 - Current
Director, Service Technology
Orion Advisor Solutions, LLC
09.2018 - 08.2021
Director, Service SME Teams
Orion Advisor Solutions, LLC
06.2016 - 09.2018
Regional Service Director
Orion Advisor Solutions, LLC
05.2014 - 06.2016
Sr. Service Manager – Implementation Teams
Orion Advisor Solutions, LLC
03.2013 - 05.2014
Service Team Manager
Orion Advisor Solutions, LLC
05.2010 - 03.2013
Account Manager
Orion Advisor Solutions, LLC
08.2006 - 05.2010
Bachelor of Science - Small Business Management and Entrepreneurship
University of Nebraska At Omaha
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