Dynamic professional specializing in CRM administration and process improvement. Expertise in developing automated workflows and managing data integrity, driving productivity and accuracy. Strong commitment to continuous improvement and effective cross-departmental collaboration, ensuring seamless operations and enhanced customer experiences.
Overview
9
9
years of professional experience
Work History
Salesforce Administrator/Process Improvement
Penn Stainless Products, Inc.
Quakertown, PA
05.2022 - Current
Develop and maintain automated workflows to streamline and optimize routine business processes, reducing manual workload.
Identify workflow inefficiencies and recommend process improvements, leading to increased productivity and improved accuracy in operations.
Configure and manage custom objects, fields, page layouts, user roles, and permission sets to support daily business operations.
Create reports and dashboards to directly provide management with visibility into business operations and support decision-making.
Manage data imports and exports using dataloader.io and SQL Server Reporting Services, ensuring seamless integration with Salesforce CRM for enhanced data accuracy.
Collaborate cross-functionally with multiple departments to streamline processes and resolve operational issues efficiently.
Support continuous improvement initiatives in a fast-paced environment while maintaining high attention to detail.
Monitor processes for quality and compliance, ensuring consistent and accurate results.
Lead Medical Assistant
Tohickon Internal Medicine
Doylestown, PA
05.2021 - 05.2022
Managed patient scheduling, referrals, prior authorizations, and documentation, ensuring accuracy and professionalism.
Assisted patients in sensitive situations, coordinated with providers and insurance companies, and maintained smooth office workflow.
Trained staff and organized supplies to streamline daily operations in a fast-paced setting.
Medical Assistant
GVMP Family Medicine & LVHN Family/Internal Medicine
Quakertown, PA
10.2018 - 05.2021
Maintained accurate patient records, supported documentation, and managed triage, referrals, specimen handling, and insurance-related tasks.
Provided patient-focused service while managing multiple priorities and assisting physicians in high-volume clinical settings.
Assisted physicians with patient examinations and procedures.
Maintained accurate patient records in electronic health systems.
Scheduled patient appointments and managed office flow efficiently.
Customer Service Associate
American Eagle Outfitters / Style Encore
Center Valley, PA
12.2017 - 08.2018
Delivered front-line customer service, processed transactions accurately, addressed customer inquiries, and resolved concerns effectively in fast-paced retail environments.
Assisted customers with product inquiries and recommended suitable styles.
Processed sales transactions accurately and efficiently at the point of sale.
Maintained store appearance by organizing merchandise and ensuring cleanliness.
Education
Diploma - Medical Assistant
Lincoln Technical Institute
Allentown, PA
01-2018
Diploma -
Quakertown Community Senior High School
Quakertown, PA
01-2015
Skills
CRM administration
Process improvement
Workflow optimization
Process automation
Data management and entry
Data privacy compliance
Microsoft Office Suite
Problem solving
Task prioritization
User support management
Cross-functional collaboration
Relationship management
Documentation accuracy
Effective communication
Timeline
Salesforce Administrator/Process Improvement
Penn Stainless Products, Inc.
05.2022 - Current
Lead Medical Assistant
Tohickon Internal Medicine
05.2021 - 05.2022
Medical Assistant
GVMP Family Medicine & LVHN Family/Internal Medicine
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA