Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
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Reghan Craig

Summary

Well rounded experienced consultant and results-driven professional with 4 years of Salesforce expertise in customer success. A motivated and innovative problem solver bridging the gap between human experiences and digital automation. Dedicated to driving organizational success and bringing customer's closer to their goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Success Guide

Salesforce
10.2019 - Current
  • Collaborate with 10 – 30 customers at a time (ranging from $1M - $25M AOV) to creatively resolve Salesforce Service Cloud challenges and requests specifically related to automation, workforce management, data architecture and business process; engaging in both 1:1 and 1:many format; maintaining a 5/5 CSAT for Proactive Territory Guide work and 4.7 for Reactive Cloud Guide work.
  • Conduct and lead consultative engagements with C-suite level customers to comprehend their goals and challenges, aligning them with Salesforce capabilities to create actionable success paths focused on value realization, growth potential, and success.
  • Lead 'Ask an Expert' Office Hours to empower customers with Salesforce best practices and demonstrate the value in achieving their goals.
  • Train and Onboard new team members within Service Cloud, Field Service, & Proactive Adoption engagements; creating enablement for customer facing programs.


Electronic Visit Verification Specialist

LTCG
06.2018 - 09.2019
  • Proficiently implemented and led complete lifecycle of piloted application from initial setup to successful go live for independent caregivers and insured policyholders of home care.
  • Successfully managed daily operations of EVV application to ensure proper use of system by clients and stakeholders.
  • Trained and enabled claimants on how to access and properly optimize EVV application to ensure program's success.
  • Executed data-driven strategies, metrics, and innovation solutions to executive leadership for application's future enhancements.

Concierge

ProCare Network
05.2017 - 05.2018
  • Crafted effective deliverables of high priority access to ensure priority accommodations to patients, guests, and employees of Indiana University Health.
  • Demonstrated ability to plan, organize, and effectively maintain client records while ensuring full compliance of HIPPA violations.
  • Successfully resolved issues, marketed services, and oversaw projects that lead to business's growth for serving new organizations throughout Indianapolis.
  • Streamlined communication between hospitals and hotels stakeholders, ensuring efficient service delivery to clients overall experience.

Administrative Assistant

Tecomet Inc
04.2015 - 12.2017
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems for assembling orthopedic instruments.
  • Supported assistance to executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.

Education

Bachelor of Science - Healthcare Administration

Indiana University - Purdue University Indianapolis
Indianapolis, IN
05.2018

Skills

  • Strategic Planning & Execution
  • Problem Solving
  • Team Mentoring & Leadership
  • Customer Experience & Retention
  • C-Suite Presentations

Certification

  • Salesforce Certified Administrator (SCA)
  • Salesforce Certified Advanced Administrator (SCAA)
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified Platform App Builder


Awards

Professional Services FY21 Customer 360

Timeline

Success Guide

Salesforce
10.2019 - Current

Electronic Visit Verification Specialist

LTCG
06.2018 - 09.2019

Concierge

ProCare Network
05.2017 - 05.2018

Administrative Assistant

Tecomet Inc
04.2015 - 12.2017

Bachelor of Science - Healthcare Administration

Indiana University - Purdue University Indianapolis

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Reghan Craig