Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
HEATHER W. HENDRIX
Valley,AL
Work Preference
Summary
Skilled Salesforce Administrator with background in optimizing CRM workflows and improving data quality. Strong skill set includes Salesforce configuration, customization, and report generation. Noteworthy impact in previous roles through successful database management, user training, and system troubleshooting to increase operational efficiency. Known for exceptional problem-solving abilities and commitment to enhancing user experience.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Salesforce Administrator
Mission Veterinary Partners
Southfield, MI
09.2024 - Current
- Managed and maintained Salesforce CRM for 3000 user organization, ensuring system reliability, data integrity, and optimal performance.
- Utilized Salesforce best practices to improve lead qualification processes and enhance user productivity across the organization.
- Configured Salesforce Sales Engagement for sales process optimization, including cadence setup, email templates, and automated task assignments.
- Designed and implemented custom objects, workflows, validation rules, and process automation to streamline business processes and enhance user productivity by 38%.
- Implemented omni-channel routing and optimized sales processes to enhance customer interactions and streamline workflows.
- Implemented Salesforce Digital Engagement to enhance customer communication across chat, SMS, and social channels, integrating Omni-Channel routing for seamless agent assignment and improved customer response times.
- Managed digital engagement and sales engagement for CRM optimization, enhancing user experience and support efficiency.
- Https://missionvetpartners.com/
Senior Salesforce Administrator/Zendesk Administrator
Inflect, Inc.
San Francisco, CA
09.2023 - 06.2024
- Led Salesforce implementation and served as the sole Salesforce Administrator for the CRM.
- Served as sole Salesforce Administrator, leading implementation and data migration to Salesforce, ensuring a seamless transition for users.
- Orchestrated the migration of 500,000 records from Copper CRM to Salesforce utilizing dataloader.io and workbench.
- Managed and integrated key Salesforce APIs utilizing CRM Analytics and Tableau.
- Executed complex SOQL queries to retrieve, manipulate, and analyze Salesforce data for business reporting and decision-making.
- Partnered with cross-functional teams to ensure the CRM system effectively supported all business processes, optimizing efficiency and alignment across the organization.
- Engaged stakeholders at all levels to facilitate successful implementation, aligning system capabilities with organizational needs.
- Conducted post-implementation reviews to evaluate project outcomes and pinpoint areas for future enhancements.
- Https://inflect.com/
Senior Consultant
The Pedowitz Group
Milton, GA
02.2020 - 09.2023
- Led end-to-end Salesforce implementation projects, from requirements gathering to deployment and post-go-live support.
- Led and contributed to projects ranging from Lightning migrations to complex data migrations and process automation, ensuring seamless transitions and optimized business workflows.
- Executed multiple Salesforce roles, including project manager, business analyst, QA, consultant, and senior consultant, driving successful implementations for diverse clients.
- Created project plans and roadmaps, outlining milestones and deliverables for Salesforce implementation and enhancements.
- Managed project risks and issues by developing mitigation strategies to ensure project sustainability.
- Analyzed business requirements from stakeholders to design and deliver tailored Salesforce solutions aligned with organizational goals.
- Https://www.pedowitzgroup.com/
Salesforce Administrator
Synovus Financial
Columbus, GA
06.2017 - 12.2019
- Managed and configured Salesforce platform for 3,000+ users, optimizing user experience across Classic and Lightning interfaces.
- Developed workflow rules, tasks, and email alerts to assist with maintaining approved business service level agreements, improving SLAs from 52% to 85%.
- Developed reports and dashboards to provide stakeholders with immediate access to key metrics.
- Oversaw the administration and development of the BWise application, ensuring effective tracking of financial risks and issues to enhance compliance and operational efficiency.
- Analyzed and mitigated identified bugs during testing efforts reducing defects by over 60%.
- Worked with the development team on customizations and application integration.
- Https://www.synovus.com/
Application Manager - Salesforce
West Unified Communications
West Point, GA
01.2012 - 12.2016
- Configured and developed the Salesforce application.
- Managed application development lifecycle for unified communication solutions.
- Collaborated with cross-functional teams to enhance software performance and usability.
- Oversaw user training programs for new applications and updates.
Technical Business Analyst / Project Manager - Salesforce
West Unified Communications
West Point, GA
01.2011 - 12.2012
- Gathered business requirements and wrote technical specifications to ensure timely delivery of project deliverables for Billing Information Office.
- Analyzed business requirements to develop effective communication solutions.
- Collaborated with cross-functional teams to enhance user experience and efficiency.
- Gathered stakeholder feedback to refine system functionalities and processes.
Information Services Manager - Change Management
West Unified Communications
West Point, GA
01.2009 - 12.2011
- Led team of 5 to ensure adherence to release schedules and budget constraints.
- Led development of information services strategy and policy implementation.
- Managed technology projects to enhance customer communication solutions.
- Oversaw IT infrastructure maintenance and performance evaluation processes.
Information Services Manager - Quality Assurance
West Unified Communications
West Point, GA
01.2009 - 12.2009
- Supported the team that tested applications in the reservations and billing lines of business.
- Led cross-functional teams to enhance service delivery and customer satisfaction.
- Managed information systems to ensure data integrity and security compliance.
- Developed training programs to improve staff knowledge of communication technologies.
Senior Quality Assurance Analyst
West Unified Communications
West Point, GA
01.2005 - 12.2009
- Conducted testing of infrastructure and software for teleconferencing bridge setup, ensuring reliability and performance for user connectivity.
- Developed and executed comprehensive test plans for software applications.
- Collaborated with cross-functional teams to identify quality assurance requirements.
- Analyzed software defects and provided detailed reports for development teams.
Education
Bachelor of Science - Computer Information Systems
Troy University
06-2006
Skills
- Salesforce Administration
- Sales Clouds
- Service Clouds
- Lightning Experience
- Process Automation
- Data Management
- Reports & Dashboards
- SOQL
- Security & Permissions
- Integrations
- Dataloaderio
- Import Wizard
Certification
Certified Salesforce Administrator, 09/01/20
Timeline
Salesforce Administrator
Mission Veterinary Partners
09.2024 - Current
Senior Salesforce Administrator/Zendesk Administrator
Inflect, Inc.
09.2023 - 06.2024
Senior Consultant
The Pedowitz Group
02.2020 - 09.2023
Salesforce Administrator
Synovus Financial
06.2017 - 12.2019
Application Manager - Salesforce
West Unified Communications
01.2012 - 12.2016
Technical Business Analyst / Project Manager - Salesforce
West Unified Communications
01.2011 - 12.2012
Information Services Manager - Change Management
West Unified Communications
01.2009 - 12.2011
Information Services Manager - Quality Assurance
West Unified Communications
01.2009 - 12.2009
Senior Quality Assurance Analyst
West Unified Communications
01.2005 - 12.2009
Bachelor of Science - Computer Information Systems
Troy University