Summary
Overview
Work History
Education
Skills
Certification
Websites
Additional Information
Timeline
Generic

Lindsey Hieber

Salem,MA

Summary

Seasoned Salesforce Administrator with 4+ years of extensive experience designing, building and testing database solutions in Salesforce production and sandbox environments. Proficient in working with diverse technologies such as Jira, Autorabit and Salesforce. Motivated to stay informed of latest industry innovations to provide users with most up-to-date solutions.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Salesforce System Administrator

Toast, Inc
Boston, MA
07.2020 - Current
  • Manage configuration in Salesforce, such as flows, triggers, approval process, custom objects, metadata types, process builders, workflows and validation rules.
  • Increased the efficiency of the Customer Success process by 15% every year by optimizing flows and triggers.
  • Assisted in acquiring and migrating two separate companies into the Toast Salesforce Ecosystem.
  • Participate in agile ceremonies, such as user story grooming, sprint planning, sprint retrospective etc.
  • Strong Salesforce product knowledge with hands-on experience in Service Cloud, Field Service Lightning, Lightning Experience, Salesforce Communities, etc.
  • Spend up to 30% of my time resolving end-user issues in Servicenw and assisting with training on tools like Jira, Marketo, Pendo, Conga, and Docusign.

Strategy & Operations Program Manager

Toast, Inc
Boston, MA
01.2018 - 07.2020
  • Led implementation of Salesforce Lightning, which reduced Customer Success support cases time to close by 35%
  • Led overall implementation of Field Service Lighting to help drive better utilization in the field which in return reduced customer implementation costs by 5%
  • Conceived and launched the Customer Success team Operations Help Desk, a set of tools and processes that prioritize the most impactful projects to our organization
  • Evaluated and identify all tools for Customer Success prior to purchase to increase contract value while minimizing risk to the company
  • Integral relationship builder between Customer Success and other key stakeholders to ensure that all participants are driving towards project targets.

Project Enablement Manager

Toast, Inc
01.2017 - 01.2018
  • Revamped customer on-boarding workflow, and retrained 40 internal team members and 3,000 customers on the new process. Resulting in increased customer value and time to live.

Facilitated the growth of the enablement team to hire two people to take on additional responsibilities.

  • One enablement manager to handle on-boarding and training over 10 new hires each month in a variety of positions
  • One enablement specialist to leverage technology such as Litmos and Salesforce.com to develop programs to support the team in driving growth and future learning and development.

Project Manager

Toast, Inc
09.2015 - 01.2017
  • Responsible for overall success of 100+ customers while supporting each of them in transitioning to the Toast system.
  • Excelled within a fast-paced, customer centric role that involved constant communication as well as understanding how to prioritize customer needs.

Education

Bachelor of Science - Food Service Management

Johnson & Wales University
Providence, RI
05.2012

Associate of Arts - Baking & Pastry Arts

Johnson & Wales University
Providence, RI
05.2010

Skills

  • Certified Salesforce Systems Administration
  • Certified in Agile Fundamentals
  • Expert in process improvement
  • JIRA software
  • Highly effective communicator
  • Project Management
  • Risk Identification
  • Documentation Management
  • Analytical and Critical Thinking

Certification

  • Salesforce Certified Administrator, May 2020
  • Agile Boot Camp: ICP Fundamentals Certification, February 2019

Additional Information

Additional work experience and referrals provided upon request.

Timeline

Salesforce System Administrator

Toast, Inc
07.2020 - Current

Strategy & Operations Program Manager

Toast, Inc
01.2018 - 07.2020

Project Enablement Manager

Toast, Inc
01.2017 - 01.2018

Project Manager

Toast, Inc
09.2015 - 01.2017

Bachelor of Science - Food Service Management

Johnson & Wales University

Associate of Arts - Baking & Pastry Arts

Johnson & Wales University