Ashley Flowers
Austin,TX
Summary
Versatile and innovative Salesforce.com expert skilled at project management, sales pipeline management, service cloud solutions and optimization, business process mapping, and translating complex business problems into functional solutions.
Overview
9
9
years of professional experience
Work History
Senior SaaS Engineer: Experience Cloud
Indeed
03.2023 - Current
- Owning design and development of Salesforce Messaging functionality for 8+ channels across 16+ markets, reducing AHT by 22% and increasing chat utilization by 25%.
- Partnering closing with Product Management to gather requirements and develop user stories based on technical analysis.
- Identifying and executing on migration of programmatic development to declarative development, reducing volume of custom code, contractor dependence, and simplifying regression testing.
- Leading Solution Architecture of Experience Cloud migration from old org to new org.
- Performing technical analysis of telephony platform swap and influencing utilization of Omni-Channel best practices.
Senior SaaS Engineer: Service Cloud
Indeed
04.2021 - 03.2023
- Lead Solution Architecture of CS Implementation project to allow Service agents to provision upsell products to clients through Salesforce CPQ, resulting in annual savings of $2.65+M.
- Supported Marketo <> Salesforce integration requirements gathering and provided implementation guidance for team of contractors.
- Owned Skuid implementation to reduce engineering overhead and time to complete UX customizations.
- Supported DevOps migration from Flosum to Copado while mentoring SFDC Admins absorbed from Glassdoor on our DevOps pipeline.
Senior Salesforce Admin, Engineering: Sales Cloud
Indeed
04.2020 - 04.2021
- Lead solution architecture of Glassdoor + Indeed sales team integration for packaged products resulting product bundles on 47% of new deals and 82% renewal rate for Glassdoor clients bundling Indeed products.
- Built improved search features for internal knowledge base to connect users to information faster.
- Supported NextGen CRM & Sub-Account redesign to streamline employer data integrated with SFDC.
- Acted as team release manager utilizing Flosum and iteratively improving CRM Engineering DevOps pipeline.
Salesforce Manager
RigUp
10.2019 - 03.2020
- Acted as business analyst, product manager, trainer, and salesforce admin & dev to move entire company from Copper CRM to Salesforce.com
- Training and implementation for 300+ users
- Mentored Jr. Admins and delegated migration and implementation work.
- Requirement gathering and customization for Sales, Customer Engagement, Onboarding, and Operations teams
- Contributed to implementation of tools for integrating Salesforce to existing platforms and tools; GearSet, Heroku Connect, Cloudingo, Pardot.
Salesforce Specialist, CRM Engineering
Indeed
04.2018 - 10.2019
- Shadowed users to understand departmental workflows and gather business requirements
- Acted as product manager on projects without dedicated resources
- Developed and maintained functionality for users to manage opportunities in their pipeline using Flows and Process Builder
- Created, deployed, and maintained Opportunity Fast Create and Opportunity Transitions features
- Contributed to scoping, gathering requirements, and configuration for CPQ implementation.
CRM Business Analyst
Indeed
12.2017 - 04.2018
- Shadowed users to understand departmental workflows and gather business requirements in 4+ markets
- Designed Account Hierarchy proto-type that was adopted by CRM engineering team
- Grew CRM analyst team from 3 to 6 employees
- Defined methods for measuring business and operations success and adoption KPIs
Team Lead, Salesforce Admin II
Main Street Hub
07.2016 - 11.2017
- Managed business applications and cross-platform integrations
- Planned and managed complex projects to redesign sales and account management lifecycles
- Maintained integrations between Salesforce.com, Marketo, JIRA, GitHub, and proprietary applications
- Implemented SKUID for building custom user experiences.
Analyst/ Salesforce Admin
Jobs2Careers
08.2015 - 05.2016
- Used advanced SQL queries daily for diagnosing problems, running reports, analyzing website data, and adjusting geographic targeting
- Administered and implemented improvements in SFDC Org with 75+ users
- Developed and maintained process automations to improve efficiency and reduce human error.
Education
Interdisciplinary Studies - Business Management Focus, Criminal Justice Minor -
University of Central Florida
05.2015
Skills
- SaaS Solution Architecture
- Salesforce DevOps
- Product Analysis & Requirements
- Salesforce Sales, Service, & Experience Cloud
- Salesforce Einstein Bots
- Salesforce Pardot & Marketo Integrations
Timeline
Senior SaaS Engineer: Experience Cloud
Indeed
03.2023 - Current
Senior SaaS Engineer: Service Cloud
Indeed
04.2021 - 03.2023
Senior Salesforce Admin, Engineering: Sales Cloud
Indeed
04.2020 - 04.2021
Salesforce Manager
RigUp
10.2019 - 03.2020
Salesforce Specialist, CRM Engineering
Indeed
04.2018 - 10.2019
CRM Business Analyst
Indeed
12.2017 - 04.2018
Team Lead, Salesforce Admin II
Main Street Hub
07.2016 - 11.2017
Analyst/ Salesforce Admin
Jobs2Careers
08.2015 - 05.2016
Interdisciplinary Studies - Business Management Focus, Criminal Justice Minor -
University of Central Florida
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