Jenna Amburgey

• Manage organizational finances, budget approvals, and financial oversight for the nonprofit organization.
• Oversee contract management and ensure compliance with organizational policies and operational needs.
• Developed streamlined processes for tracking and reporting purchases to improve financial transparency and efficiency.
• Assist with planning, coordination, and execution of nonprofit events and community initiatives.

• Lead administration and strategic oversight of Salesforce Service Cloud environments and related business initiatives.
• Implemented a new customer chat solution leveraging Einstein Bot to improve customer engagement and support efficiency.
• Manage all Salesforce-related projects, coordinating cross-functional stakeholders, prioritization, delivery timelines, and platform enhancements.
• Administer Commerce Cloud user access and permissions to support operational and security requirements.
• Improved reporting accuracy and usability through reporting cleanup, optimization, and ongoing dashboard management.
• Implemented a data archiving solution using OwnBackup to improve long-term data management, compliance, and system performance.

• Designed and implemented a customized Web-to-Case solution using Visualforce and Apex Classes integrated into an external-facing Salesforce site.
• Partnered with Business Analysts to improve support operations, including enhancements to Email-to-Case processes, support process migrations, and case routing automation.
• Led the planning and execution of a Salesforce education initiative that improved user adoption and centralized system documentation and resources.
• Won the company’s 2024 Hackathon by spearheading the development and implementation of weighted CSAT automation.
• Streamlined enterprise contract approval processes through custom Salesforce automation, improving data accuracy and cross-departmental visibility.

(Imprivata acquired SecureLink in April 2022)

• Administered Salesforce for 1,000+ users while supporting and maintaining 10+ system integrations.
• Completed five Salesforce integrations across Sales and Marketing systems, improving performance and data quality.
• Developed and managed a Salesforce-based internal help ticketing system for end-user support.
• Leveraged project management experience to establish a formal Salesforce project intake and tracking process, improving visibility and stakeholder communication.
• Built a custom Change Management process using Salesforce, Slack integrations, Flow automation, and custom objects.
• Optimized support case management processes through automation, improving KPI reporting accuracy and operational efficiency.
• Collaborated closely with RevOps and Deal Desk teams to ensure opportunities, quotes, and contracts were processed accurately and efficiently.
• Implemented automated case reopening functionality for customer portal responses and auto-close workflows for inactive cases.

• Served as Salesforce Product and Project Manager for a 200-user organization.
• Represented the Support department in Salesforce enhancement initiatives, advocating for business needs and contributing directly to sandbox development and testing.
• Administered Jira, telecommunications systems, and Salesforce integrations.
• Designed and implemented a custom QA process for a 30-user support team using custom objects, validation rules, automation, and reporting, saving approximately four hours of operational work weekly.
• Performed 40% of all Salesforce-related work company-wide and 70% of administrator-specific tasks on a four-person team.
• Led cross-functional Salesforce optimization initiatives for Sales, Marketing, and Customer Experience teams, improving workflows, reporting, and automation efficiency.

• Supervised daily operations to ensure efficient workflow and exceptional customer service.
• Developed and implemented training programs for new staff to enhance skillsets and operational knowledge.
• Managed department operations including budgeting, payroll, sales performance, shrink reduction, and profitability metrics.
• Coordinated and executed corporate promotional events at the store level, contributing to increased sales and brand visibility.