Leigh Villahermosa

Results-oriented Business Systems Analyst skilled in analyzing, optimizing, and revolutionizing business systems and processes within Salesforce.

• Trusted collaborator fostering strong rapport with stakeholders and driving transformative impact through collaboration with stakeholders to identify business needs and recommending best practice solutions.
• Skilled in translating requirements into actionable user stories and creating essential documentation, such as process flows, requirements definitions, and data models.
• Proficient in project management, leading Salesforce initiatives, managing timelines, and mitigating risks.
• Resourceful Jira Administrator adept at creating, configuring, and managing new intake and agile processes within Jira to support the application development lifecycle.
• Experienced in Salesforce administration, user acceptance testing, data migration, integration, and providing ongoing support.
• Committed to staying up-to-date with Salesforce updates and industry trends to maximize platform potential.

Salesforce Product Manager with a knack for innovative problem-solving and a focus on maximizing ROI by guiding the development of Salesforce tools. Collaborated closely with the business and cross-functional teams, created strategic roadmaps, and ensured efficient project execution while staying updated on the latest Salesforce advancements.

• Guided the development of Salesforce tools supporting DAT business functions within the Technology Operations Leadership team.
• Collaborated with the Business Applications team and business leaders to drive innovative Salesforce usage for revenue generation and productivity improvements.
• Managed the entire product lifecycle, including needs analysis, product roadmap planning, enhancement development, and successful implementation.
• Serves as a Jira Administrator for Business Applications, creating, configuring, and managing new intake and agile processes within Jira in support of the application development lifecycle.

• Spearheaded engagements for Marketing Cloud, Service Cloud, Getting Started with
• Salesforce, and Salesforce Maturity serving SMB and Canadian customers
• Advised, partnered, and co-created action plans with customers as they streamlined value realization, growth potential, and success
• Oversaw delivery of one-on-one consultative engagements to champion customer onboarding and product adoption
• Liaised internally to evaluate account risk and mediate by mapping client-defined goals to Salesforce capabilities, KPIs, and curating personalized strategies towards objectives
• Optimized SOPs to foster continuous process improvements and ensure transparency
• Tested new Salesforce features/functionalities for Success Guide org to assess pertinence/productivity and launch within daily procedures
• Mentored and coached teams focusing on value discovery and professional development
• Developed supportive enablement materials for onboarding Success Guides
• Key Project #1 Engaged and influenced Closed/Won renewals across MAE (Manufacturing, Automotive, Energy), AMER Small Business, and Canadian segments by leveraging potential opportunities within assigned territories, collaborating cross- functionally as "one Salesforce," and building/delivering roadmap of success engagements
• Influenced $27.2M towards renewals by end of 2022
• Key Project #2: Interacted with new Salesforce clients to drive Customer Success value, nurture relationships, and offer customer strategy to safeguard successful implementation/achievement of starting business goals
• Engaged with account teams and implementation partners as required to gain better understanding of their account needs to further curate delivery and drive retention, impact, and growth
• Achieved 15% higher license activation rates for new customers where Getting
• Started/Onboarding engagements were delivered.
• Built personal relationships with guests to promote positive experiences

• Liaised with business and IT teams under the management of the Associate Director of
• Application and Development
• Conducted business process analysis with clients
• Internally to identify next-gen technology solutions meeting operational demands
• Gathered business and functional requirements through interviews, workshops, questionnaires, team visits, use cases, process modeling, and other documentation tactics
• Analyzed, outlined, and documented requirements for data, workflow, logical processes, hardware/operating system environment, multi-system interfaces, and checks/controls internally and externally
• Defined project requirements by determining and examining requirements, project milestones, stages, and aspects
• Led, presented, and substantiated all tested solutions with users by building test plans and logging/prioritizing all glitches.| Page
• Engaged with business users to develop and deploy solutions to augment business operations internally and manage all administrative tasks for Salesforce platform
• Key Project #1: Inherited Salesforce org riddled with technical debt and inefficient user interface and automations
• Met with key internal stakeholders to map their current business processes in Salesforce and offer solutions on how to optimize
• Configured all changes in Salesforce and interfaced with team power users to confirm functionality operating as intended
• Optimized team business processes in
• Salesforce, increasing adoption by 52%, data integrity by 65%, and daily productivity by 75% in less than year
• Key Project #2: Conducted business interviews to gather requirements and researched/interviewed several SMS third-party providers to assess business needs as
• University Advising team was looking to expand their student advisee reach by including SMS capabilities in their communication options and integrating it with
• Salesforce
• Selected vendor and partnered with third-party team to implement solution and create layouts and automations per business requirements
• Posted individual testing and engaged with departmental power users on UAT prior to go- live deployment
• Results included University advisors being able to increase communication and response from their students by 35% in 6 months, influencing term registrations by 47%.

• Facilitated student-related administration, quality management systems, information services, and academic records maintenance for the University and School of Law
• Led
• Registrar operations and communications, including responding to requests from students, staff, and faculty regarding student records, processes, transcripts, and degree/enrollment confirmation
• Initiated course schedule for each term in collaboration with University Academic
• Administrators
• Replied to all student registration inquires and delivered reporting associated with student enrollment, active programs, course schedules, and other matters
• Forwarded status reporting on student financial aid recipients to National
• Student Clearinghouse
• Expedited UAT post-release of upgrades and new functionalities and managed data integrity within student information system
• Resolved complex issues on student information system (Ellucian Colleague) and interpreted institutional policy to execute registration and deregistration in support of
• Student Accounting Services
• Maintained and released academic records in adherence with privacy guidelines, including FERPA.

• Managed information systems for internal/external end users and led inquiry projects while executing change management efforts for process improvements
• Supported information management services for 600+ customer care team members using robust business acumen to drive retention
• Partnered with IT and business teams to aid Salesforce functionality while administering training processes
• Built dashboard reports per productivity guidelines and implemented project enhancements according to deliverables
• Expedited administrative functions, enabling improved data management for clients
• Created documentation in Jira and Confluence to monitor new business requests
• Trained team members internally and facilitated end user training to enhance customer journey
• Steered UAT for all new functionality and engaged with IT staff on pre- and post- release
• Rolled out Salesforce accounts and Customer360 favorably across care centers and galleries, enabling seamless transition of data migration into new systems
• Key Project: Championed "Salesforce 2.0" launch to create learning paths, virtual content, and in-person training as company was struggling with Salesforce adoption due to users utilizing homegrown or older systems versus complying with new
• Salesforce business processes, placing $1M investment in jeopardy
• Selected/trained team of 10 Salesforce trailblazers to "table touch" and drive new learnings and processes
• Adoption increased by 52% enabling sunset of older systems within 6 months of launch of Salesforce 2.0
• Boosted care center associate productivity and business process efficiency.

• Created pioneering Salesforce documentation leveraged across organizational levels for increased functionality within care centers
• Spearheaded design of transparent documentation to aid Salesforce training processes for call center personnel.