Summary
Overview
Work History
Education
Skills
Community Leadership
Timeline
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Micah Mosley

Indianapolis,IN

Summary

I am a results-oriented professional with a passion for designing and implementing scalable technical solutions that drive organizational success. With experience in digital transformation and process optimization, I specialize in creating
innovative systems that enhance operational efficiency, streamline workflows, and deliver measurable business outcomes.


My ability to translate complex technical requirements into actionable solutions allows me to align system design with
organizational priorities while ensuring adaptability and sustainability. By leveraging data-driven insights and optimizing
communication channels, I develop robust frameworks that empower organizations to achieve long-term success.

Overview

11
11
years of professional experience

Work History

Senior Service Cloud Success Guide

Salesforce
Indianapolis, IN
04.2020 - Current
  • Design custom Salesforce solutions and support their go-live for over 50 large enterprise customers across all industries.
  • Collaborate with 400+ customers across all verticals to define strategic goals and translate those into detailed technical requirements and proof of concepts aligned with Salesforce best practices.
  • Conduct wholistic Service Cloud architecture reviews and provide guidance to optimize instances for increased efficiency and scalability.
  • Certifications: Admin, Admin Advanced, Service Cloud Consultant, Platform App Builder, AI Specialist.

Senior Support Analyst

OneCause
Indianapolis, IN
01.2017 - 04.2020
  • .3 Silver & Bronze Stevie Awards, team member in Customer Services & Call Center Awards Team Categories in 2019.
  • Completed over 10,000 support cases (8,000 in 2019) while maintaining a satisfaction rating of over 95%.
  • Knowledge article contributor responsible for creating and updating effective tutorials and product resources.
  • Associate Salesforce administrator responsibilities for Einstein Bot deployment, migration from Zendesk to Service Cloud, and migration of knowledge base.

Sales Executive

Rivet Press
Indianapolis, IN
01.2016 - 01.2017
  • Rivet Press is our custom screen-printing service located in the heart of Fountain Square in Indianapolis
  • Our specialty is unique and original designs on quality apparel.

Hospitality Liaison/Human Resource

Gusto Group LLC
Indianapolis, IN
01.2014 - 01.2016
  • Hire new staff members and oversee their professional growth
  • Maximize employee potential through effective team building, coaching and training
  • Increase sales capacity by instilling company values, customer service skills and sales talents
  • Promote workplace efficiency and optimize task delegation.

Education

Bachelor of Arts - History

Indiana University
Bloomington, IN
05.2014

Skills

  • Technical Analysis
  • Business Management
  • Data Visualization and Presentations
  • Digital Engagement Specialist
  • Machine Learning
  • Customer Service
  • AI Specialist

Community Leadership

I am the Founder of 55 Project, where I raise $50,000 annually to support the education, food, and maintenance of 55 Haitian orphans at Wayom Timoun Orphanage, building awareness for their needs. As an Ambassador for Keep Indianapolis Beautiful, I lead volunteer initiatives to enhance community reinvestment efforts across the city. My leadership extends internationally through my work with the Haitian International Alliance, where I organized teams to rebuild earthquake-affected areas in Port-au-Prince, and as a Refugee Caregiver in Sichuan, China, providing support to survivors of the earthquake. Additionally, I served as an Assistant Teacher for the Adacar CarePoint Entrepreneurship Program in Uganda, empowering students with practical skills to improve their futures.

Timeline

Senior Service Cloud Success Guide

Salesforce
04.2020 - Current

Senior Support Analyst

OneCause
01.2017 - 04.2020

Sales Executive

Rivet Press
01.2016 - 01.2017

Hospitality Liaison/Human Resource

Gusto Group LLC
01.2014 - 01.2016

Bachelor of Arts - History

Indiana University
Micah Mosley