Angela Schloeder
Black River,NY
Summary
Certified Salesforce Administrator with a robust background in customer service operations, specializing in the configuration and management of Salesforce Sales and Service Cloud. Expertise in automating workflows and enhancing user experience, combined with a proven ability to support end-users and maintain data integrity. Drives efficiency through customized CRM solutions as a Salesforce specialist adept at optimizing systems to elevate business performance, managing integrations, and streamlining processes. Recognized for collaborative efforts that yield results and adaptability to evolving requirements, complemented by strong problem-solving skills and a commitment to continuous improvement.
Overview
20
20
years of professional experience
2
2
Certification
Work History
Salesforce Administrator - Training Services (Sales Cloud, Automation, Metadata Management)
American Red Cross
12.2021 - 09.2025
- Administered and optimized Sales Cloud features for 150+ active users, improving data accuracy and streamlining Lead, Opportunity, and Account management across national training operations.
- Designed and implemented automation solutions using Flow, Process Builder, and Workflow Rules, cutting manual follow-up time by 30% and reducing registration errors by 25%.
- Managed Salesforce metadata and configuration (custom objects, fields, page layouts, and record types) across business units, ensuring scalable, compliant data architecture.
- Created custom reports and 15+ executive dashboards to monitor training performance, pipeline health, and revenue trends, providing leadership with actionable, real-time insights that improved forecasting accuracy by 20%.
- Collaborated with cross-functional teams to gather requirements and implement system enhancements.
- Assisted in troubleshooting technical issues, providing timely resolutions to maintain system functionality.
- Proved successful working within tight deadlines and a fast-paced environment.
Salesforce Admin - Customer Service Specialist
Housing Partnership Network
01.2019 - 12.2021
- Managed and maintained the Salesforce CRM platform, ensuring 99% data accuracy and implementing system customizations that improved customer service workflow efficiency by 25%.
- Provided frontline support to 100+ internal users, resolving Salesforce issues within 1 business day on average and delivering user training sessions to boost platform adoption.
- Collaborated with cross-functional teams to design and implement Service Cloud enhancements, reducing case resolution time by 15% and increasing customer satisfaction.
- Created and maintained 20+ operational reports and dashboards to track KPIs, empowering management with real-time insights for data-driven decisions.
- Acted as a liaison between IT and customer service teams, translating business requirements into scalable Salesforce solutions that streamlined service delivery and reduced manual workload.
Salesforce Administrator
C-Level Partners
01.2014 - 12.2018
- Customized and configured Salesforce to meet evolving business needs by creating 10+ custom objects, workflows, and validation rules, resulting in a 25% improvement in process efficiency and reduced user errors.
- Managed user setup, roles, profiles, and permissions for a team of 10+ users, ensuring secure, role-based access and compliance with company data policies.
- Developed and maintained comprehensive reports and real-time dashboards, enabling leadership to track sales pipeline metrics and service KPIs with 20% faster decision-making.
- Performed routine data maintenance and quality audits, improving CRM data accuracy to 98% through deduplication, import validation, and cross-system reconciliation.
- Collaborated with sales and operations stakeholders to implement scalable Salesforce solutions that streamlined lead-to-opportunity workflows and increased user adoption by 35%.
- Optimized workflows by identifying inefficiencies within existing Salesforce processes and recommending solutions.
Salesforce Support Professional
Stream Global Services
01.2006 - 12.2014
- Provided daily Salesforce support to 100+ end users, resolving issues in data entry, reporting, and navigation with an average 95% same-day resolution rate.
- Acted as the primary Salesforce support contact, troubleshooting and documenting recurring issues to reduce repeat tickets by 20% through improved knowledge base resources.
- Assisted with configuration updates, including user management, permission sets, and workflow changes, improving operational efficiency across multiple business units.
- Partnered with Salesforce Administrators and Developers to diagnose and resolve complex technical issues, maintaining 99.9% platform uptime and minimal disruption to sales and service operations.
- Delivered user training sessions and step-by-step documentation, increasing Salesforce proficiency and adoption rates by 30% among new and existing staff.
Education
Associate of Applied Science - Accounting and Computer Science
Jefferson Community College
NY05.1995
Skills
- Salesforce Service Cloud
- Streamlining case management automation
- Flow management proficiency
- Custom object creation
- Reporting tools and metrics management
- Validation rule development
- Security profile administration
- Data import and export proficiency
- Knowledge sharing practices
- Web-based case handling
- Salesforce Lightning builder proficiency
- Sandbox environment oversight
Accomplishments
- Documented and resolved recurring Salesforce Flow errors, reducing automation failures by 30% and improving user experience.
- Achieved a 40% reduction in metadata research time by building a comprehensive Salesforce Data Dictionary of 1,000+ fields.
Certification
- Salesforce Certified Administrator, ADM 201
- Salesforce Certified Advanced Administrator, ADM 211
- Formerly Salesforce Certified Force.com Developer, 08/01/11, 03/01/18
Timeline
Salesforce Administrator - Training Services (Sales Cloud, Automation, Metadata Management)
American Red Cross
12.2021 - 09.2025
Salesforce Admin - Customer Service Specialist
Housing Partnership Network
01.2019 - 12.2021
Salesforce Administrator
C-Level Partners
01.2014 - 12.2018
Salesforce Support Professional
Stream Global Services
01.2006 - 12.2014
Associate of Applied Science - Accounting and Computer Science
Jefferson Community College
Technical Tools
Salesforce Ecosystem:
Salesforce Lightning & Classic ā¢ Flow Builder ā¢ Process Builder ā¢ Workbench ā¢ Developer Console ā¢ Apex Data Loader ā¢ Schema Builder
Automation & Integration:
SDocs (Conga Composer) ā¢ ComplianceQuest ā¢ CloudCraze (B2B Commerce) ā¢ Flosum ā¢ JIRA
Productivity & Collaboration:
Microsoft Office Suite (Excel, Outlook, Word, PowerPoint) ā¢ SharePoint