Summary
Overview
Work History
Education
Skills
Websites
Education And Certifications
Certification
Timeline
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Molly Jackson

Summary

As a Success Guide, I help companies utilize Salesforce to work more efficiently and reach their business goals. With a focus on Service Cloud and Field Service, I provide technical expertise guided by best practices to help customers implement improved processes within their organization. This increases customer adoption and leads to increased efficiencies through automation to align with business strategy.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Success Guide

Salesforce
03.2020 - Current
  • Deliver specialized technical engagements with customers for best practices resulting in increased customer adoption
  • Lead webinars for onboarding and continuing enablement for Service Cloud customers
  • Guide customers for best practices within Salesforce to fit their unique use case
  • Mentor new team members with onboarding for our processes
  • Impressive metrics for FY24: Utilization 102.6%, CSAT 4.84/5 with response rate 39.1%, TTR 34.4

Senior Data Manager

Hoosier Cancer Research Network
03.2019 - 03.2020
  • Developed and presented Proof of Concept of utilization of Salesforce NSPS
  • Troubleshoot and resolve customer issues in the database
  • Manage data collection, validation, and analysis to ensure high data quality for analysis
  • Prepare documentation of processes for monitoring data quality and patient safety

OnCore Project Coordinator Database Specialist

Indiana University School of Medicine
10.2017 - 11.2019
  • Earned the Staff Council Development Award to fund SQL training through New Horizons
  • Collaborated with Data Analyst to build queries with PL/SQL for leadership
  • Led development and implementation of new workflows, increasing efficiency and security
  • Presented innovative workflow using OnCore Database at national conference

OnCore Project Specialist

03.2015 - 10.2017
  • Built custom reports using front end of software with Oracle database
  • Managed user accounts, train new users, provide basic user support
  • Troubleshoot and solve software problems

Education

Data Analytics Certificate -

Ivy Tech Community College of Indiana
Indianapolis, IN
05-2023

Bachelor of Arts - Biology

Franklin College
Franklin, IN
05-2004

Skills

  • Service Cloud Expertise in support and Case management, Salesforce Knowledge, Omni-Channel, Digital Engagement, Apex, Flows, Salesforce Field Service Expertise, SQL and DML statements, Database Administration, Validation and Analysis, Project management, User training and documentation creation, Ability to learn and apply new workflows
  • Strong Leadership
  • Customer Service
  • Customer Relationship Building

Websites

Education And Certifications

Trailhead 4 Star Ranger, Platform App Builder since 12/2020, Business Analyst since 10/2023, Service Cloud Consultant since 07/2020, Sales Cloud Consultant since 05/2020, Advanced Administrator since 04/2020, Administrator since 02/2022, Certified Associate since 07/2023, Salesforce Pathfinder Student, Administrator Track (10/2019 to 03/2020), December 2022, Biology, Franklin College

Certification

  • Trailhead 4 Star Ranger
    Platform App Builder since 12/2020
    Business Analyst since 10/2023
    Service Cloud Consultant since 07/2020
    Sales Cloud Consultant since 05/2020
    Advanced Administrator since 04/2020
    Administrator since 02/2022
    Certified Associate since 07/2023

Timeline

Success Guide

Salesforce
03.2020 - Current

Senior Data Manager

Hoosier Cancer Research Network
03.2019 - 03.2020

OnCore Project Coordinator Database Specialist

Indiana University School of Medicine
10.2017 - 11.2019

OnCore Project Specialist

03.2015 - 10.2017

Data Analytics Certificate -

Ivy Tech Community College of Indiana

Bachelor of Arts - Biology

Franklin College

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Molly Jackson