Summary
Overview
Work History
Education
Skills
References
Certification
Work Availability
Accomplishments
Software
Timeline
AssistantManager
Robert Edwards

Robert Edwards

Nashville,TN

Summary

  • 14 Years Salesforce.com CRM Administration/CTI/Consultation/Communities/Data Governance/Knowledge/Functional Project Management/Functional Business Analyst/Design/Configuration/Data Migration/3rd Party App Integration/Marketing Automation Experience in Sales/Service/Marketing/Health Cloud in multiple Salesforce instances simultaneously
  • Salesforce ADM201 Certified
  • Celigo Certified: Master Levels 1-4
  • Salesforce Configuration/Maintenance/Support: Sales Cloud, Service Cloud, Marketing Cloud, Health Cloud, Non-Profit Cloud, FSL, Knowledge and Experience Cloud (limited exposure and not recently)
  • Salesforce Migration
  • Data Migration
  • Business Analysis
  • End-User Support/Documentation
  • End-User Training
  • Functional Consultant
  • Computer Telephony Interface Configuration/Maintenance: (Genesys, Five9, and Service Cloud Voice/AWS, RingDNA)
  • Doc Gen: (Conga Composer/CLI, PandaDoc, Form Assembly, S-Docs, Docusign, CongaSign)
  • Marketing Automation: (Hubspot, Marketo, Pardot/Eloqua)
  • ETL Management: (Celigo)
  • CICD Usage: (Copado, GitHub/Jenkins)
  • Additional 3rd Party Applications Configured/Maintained Integrations: (Netsuite, Salesloft, Wrike, ServiceNow, JIRA, Tableau Prep, OneCauseConnect, Apsona, Asana, ConfigWorkbook, OwnBackup, SMS Magic, Elements, LucidChart, MS Office Suite, Accelo, Azure, AWS (Limited), Saba, Teams, Slack, DemandTools, Cloudingo

Overview

14
14
years of professional experience
2
2
Certification

Work History

Business System Analyst

Insight Global(Siemens)
Nashville, TN
02.2024 - 06.2024
  • Solely responsible for installation of D&B Connect to replace D&B Optimizer for the Sales Ops Team in Salesforce
  • Supported the integration of new software applications by liaising between development teams and end users throughout all stages of the project lifecycle.
  • Assisted in the selection of appropriate technology solutions by conducting thorough research and feasibility analysis based on organizational goals.
  • Evaluated vendor proposals to select the most suitable solutions for business needs while maximizing cost efficiency.
  • Maintained system security protocols by implementing stringent access controls, vulnerability assessments, and regular monitoring procedures.
  • Helped to manage Outlook/Salesforce Integration

Corporate Salesforce Administrator Bayforce

Bayforce (New Horizons Learning Centers)
Nashville, TN
02.2023 - 12.2023
  • Worked directly with Enablement Manager to write and perform demos for distribution to all Franchises and Corporate Sales Team
  • Helped to reshape the entire SF instance due to multiple contractors having done excessive and unnecessary configuration
  • Responsible for remote and/or onsite training and documentation upon project completion
  • Responsible for coordination of resource gathering from key stakeholders
  • Responsible for daily resolution and coaching of end-users experiencing system related or order entry issues
  • Responsible for ensuring data dictionary and process documents stay up to date in regard to end user functionality and training
  • Responsible for assisting with Sprint Planning and project ticket grooming
  • Additional application usage: Teams, Zendesk, SABA, NetSuite, Okta, and Celigo, PandaDoc and others
  • Responsible for managing and resolving issues with Celigo Flows.
  • Configured/Maintained MS Outlook/Salesforce integration for team of 300

Sr. Technical Business Analyst

Mindbody Online/Classpass
San Luis Obispo, CA
08.2022 - 11.2022
  • Spearheaded Salesloft Implementation/Integration to replace Outreach Sales Engagement Platform and completed transition prior to release for the Sales Ops team that utilized Salesforce
  • Completed foundational research for integrating China Account Management team for ClassPass into our Salesforce instance
  • Responsible for remote and/or onsite training and documentation upon project completion
  • Responsible for coordination of resource gathering from key stakeholders
  • Responsible for daily resolution and coaching of end-users experiencing system related or order entry issues
  • Responsible for ensuring data dictionary and process documents stay up to date in regard to end user functionality and training
  • Responsible for assisting with Sprint Planning and project ticket grooming
  • Additional application usage: Teams, Asana, Conga, Apsona, Cloudingo, OwnBackup, FormAssembly, Einstein Analytics.

Sr. Salesforce Administrator/Business Analyst

Gary Sinise Foundation
Franklin, TN
01.2022 - 06.2022
  • Responsible for User Creation, License Management, Creation of Custom Objects/Relationships, Custom Field Creation, Custom Formula Fields, Profiles, Role Hierarchies, Page Layouts, Record Types, Workflow Automation, Validation Rules, Process Builders, Flow Creation, Security Models, Donation/Donor Management, Batch Reconciliation, Full System Dedupe after 8 years with 3 admins and 3 different consulting firms
  • Added $350k to annual Bottom Line via Duke Cannon Supply Co
  • Relationship sponsor setup
  • Had foundation added to the Army Navy Halftime Show for 2022-2027 Seasons
  • Worked to implement OneCause Connect, FormAssembly, and reconfigure Salesforce NPSP correctly
  • Responsible for remote and/or onsite training and documentation upon project completion
  • Responsible for coordination of resource gathering from key stakeholders
  • Responsible for logging all new project needs and hours in both Asana
  • Responsible for daily resolution and coaching of end-users experiencing system related or order entry issues
  • Responsible for ensuring data dictionary and process documents stay up to date in regard to end user functionality and training
  • Responsible for assisting with Sprint Planning and project ticket grooming
  • Additional application usage: MS Outlook/Salesforce Integration, Teams, Asana, Conga, Apsona, Cloudingo, OwnBackup, FormAssembly, Einstein Analytics.

Sr. Salesforce Administrator/Business Analyst

Provisions Group
09.2021 - 11.2021
  • Responsible for User Creation, License Management, Creation of Custom Objects/Relationships, Custom Field Creation, Custom Formula Fields, Profiles, Role Hierarchies, Page Layouts, Record Types, Workflow Automation, Validation Rules, Process Builders, Flow Creation, Security Models
  • Work directly with Senior Developer and Project Lead to design/implement/accomplish client goals within their organizations
  • Working to implement Service Cloud Voice with AWS Connect for a mature call center management migration into Omni-Channel
  • Responsible for remote and/or onsite training and documentation upon project completion
  • Responsible for coordination of resource gathering from key stakeholders
  • Responsible for logging all new project needs and hours in both Accelo/Azure DevOps
  • Responsible for daily resolution and coaching of end-users experiencing system related or order entry issues
  • Responsible for ensuring data dictionary and process documents stay up to date in regard to end user functionality and training
  • Responsible for assisting with Sprint Planning and project ticket grooming
  • Additional application usage: Teams, LucidChart, Gearset, Wiki, Genesys CTI.

Sr. Salesforce.com Business Analyst

Rally Health
11.2018 - 09.2021
  • Responsible for User Creation, License Management, Custom Field Creation, Custom Formula Fields, Profiles, Role Hierarchies, Page Layouts, Record Types, Workflow Automation, Validation Rules, Business Processes, Creation of Custom Objects/Relationships, Security Models, Customer Communities and Company Branding along with all other daily administration functions
  • Responsible for delegating/reviewing BA/Admin work to team members
  • Took ownership of the Salesforce Health Cloud instance when originally contracted vendor services were complete
  • Responsible for Salesforce Health Cloud retrofit after initial implementation by contracted vendor
  • Responsible for remote and onsite training documentation upon project completion
  • Responsible for coordination of resource gathering from key stakeholders
  • Responsible for logging all new project needs and flows in both JIRA and Elements
  • Responsible for daily resolution and coaching of end-users experiencing system related or order entry issues
  • Responsible for ensuring data dictionary and process documents stay up to date in regard to end user functionality and training
  • Responsible for assisting with Sprint Planning and project ticket grooming
  • Additional application usage: MS Outlook/Salesforce Integration, Slack, Okta, LucidChart, GitHub, Jenkins, Elements, Genesys telephony, JIRA, Citrix Receiver (Interorganizational System Access)
  • Achievement of Note: Saved the company $567,000 by identifying where duplicate fulfillments of company issued incentives to members were being duplicated and created a cleansing process that prevented future shipments from going out.

Sr. Salesforce.com System Administrator/Integration Manager

edgenet
01.2018 - 08.2018
  • Responsible for User Creation, License Management, Custom Field Creation, Custom Formula Fields, Profiles, Role Hierarchies, Page Layouts, Record Types, Workflow Automation, Validation Rules, Business Processes, Creation of Custom Objects/Relationships, Security Models, Customer Communities and Company Branding along with all other daily administration functions
  • Completed object restructuring/redesign in the first 6 months to fit business model needs due to numerous consultants and interim administrators having been only Salesforce resources previously
  • Responsible for data integrity, quality, cleansing, and migration through utilization of Jitterbit Data Loader, Ringlead DMS, and Salesforce Data Loader
  • Assisted in maintaining daily process to move orders from SFDC into order fulfillment system (TRACT) and troubleshooting when needs arose
  • Began Netsuite and Avatax integration process internally
  • Implemented data governance model to capture and quantify amount of Salesforce requests submitted and configuration changes within the system to allow quantification of all efforts for reporting to upper management and allow for granular review of resource needs
  • Administrator for integration/management of Pardot Marketing Automation, DocuSign, Conga Composer, Surveyforce, Calendly, LinkPoint360, Milestones PM+/Rollup Helper/Lookup Helper/Storage Helper, SFDC Toolbox and GeoPointe
  • Replaced TalkDesk with RingDNA and designed Call IVR, Call Queues, Case Creation Automation, and all necessary Visual Flows for current business model after organizational restructuring
  • Redesigned 2 Customer Communities to meet current GoToMarket initiatives regarding new product rollout
  • Responsible for remote and onsite training documentation upon project completion
  • Responsible for coordination of resource gathering from key stakeholders
  • Responsible for logging all project milestones in Milestones PM+
  • Responsible for daily resolution and coaching of end-users experiencing system related or order entry issues
  • Responsible for ensuring data dictionary and process documents stay up to date in regard to end user functionality and training
  • Responsible for assisting with Sprint Planning and project ticket grooming
  • Additional application usage: Teams, LucidChart, Gearset, Wiki, Genesys CTI.

Sr. Salesforce.com Administrator/Integration Manager

Simplify Compliance
01.2016 - 12.2017
  • Responsible for User Creation, License Management, Custom Field Creation, Custom Formula Fields, Profiles, Role Hierarchies, Page Layouts, Record Types, Workflow Automation, Validation Rules, Business Processes, Creation of Custom Objects/Relationships, Security Models, Customer Communities and Company Branding along with all other daily administration functions for 7 business units in 4 separate Salesforce orgs simultaneously
  • Completed 7 separate system migrations/reconstructions from raw data and various CRM’s including ACT, NetSuite, and unfamiliar SFDC environments for acquisitions made in 2017 increasing from 100 Salesforce End Users to 200 End Users while annual revenue increased from $40M to $100M
  • Responsible for data integrity, quality, cleansing, and migration through utilization of Jitterbit Data Loader, DemandTools, and Salesforce Data Loader
  • Assisted in maintaining daily process to move orders from SFDC into unconnected order fulfillment system (Quickfill) and created the systematic update and process verification model to resolve 12-year old order entry issues
  • Primary responsible party for integration/management of Watson Campaign Management (formerly IBM Marketing Cloud), HubSpot, DocuSign, Octiv Proposal/Contract Life Cycle Management, LeadForensics, KeySurvey, Chargent Payment Solutions, ScheduleOnce, LinkPoint360, Cirrus Insight (Prior to LinkPoint360)
  • Responsible for remote and onsite training documentation upon project completion
  • Responsible for coordination of resource gathering from key stakeholders
  • Responsible for logging all project milestones in the JIRA Project Management System
  • Responsible for daily resolution and coaching of end-users experiencing system related or order entry issues
  • Responsible for managing/updating Product data within SFDC to align with Quickfill.

Senior Salesforce Consultant

Cloudone+ CRM Consultants
09.2013 - 12.2015
  • Manage Custom Field Creation, Custom Formula Fields, Licensing, Profiles, Role Hierarchies, Page Layouts, Record Types, Workflow Automation, Validation Rules, Business Processes, Creation of Custom Objects/Relationships, Security Models, Record Types, Customer Communities and Company Branding along with all other daily administration functions for multiple orgs simultaneously
  • Implementation of Outlook/GMAIL Integration for Salesforce for multiple clients
  • Data Integrity through utilization of Jitterbit Data Loader
  • Design and Implement Salesforce.com architecture from Initial Scope of Work calls to full on design and implementation
  • Utilization of both Waterfall and Agile Methodology Approaches
  • Design and Manage processes ranging from RMA processes, Sales Quote Generation, SMS Messaging, Pardot Marketing Campaigns, Vertical Response Campaigns, and DocuSign implementation as well as training all pertinent End Users in the utilization of the Salesforce CRM Tool and all other 3rd Party AppExchange Products
  • Create and Manage Customer Communities for Client’s customers as well as partners for multiple orgs
  • Maintain Custom Dashboards and Customizable Forecasts for Management of all clients
  • Manage numerous Salesforce.com implementation projects in industries such as automotive, manufacturing, aerospace, legal firms
  • Implemented/managed applications such as Conga Composer, Pardot, SMS Magic, Vertical Response and DocuSign
  • Responsible for remote and onsite training documentation upon project completion through utilization of web meeting programs and all Microsoft Office Products
  • Responsible for Project Management/Status Reporting and coordination of resource gathering from all necessary parties within the organizations worked with
  • Responsible for Company Website Design and Maintenance
  • Continuously Maintain a 9.5+/10.0 rating on all Customer Satisfaction Surveys.

Independent Operator/Southwestern Regional Sales Manager

Child’s Play Educational Rugs
Pooler, GA
08.2010 - 08.2013
  • Increased regional sales from $300k to $700k in three quarters
  • Increased sales 200% on average per territory manager
  • Identified and negotiated additional product lines increasing earnings by 23% across the region
  • Implemented Salesforce CRM to bring industry customer relationship management up to current standards
  • Managed a team of seven within the region – 3 Pre-Sales and 4 Territory Managers
  • Administered Salesforce.com CRM, mass email marketing and intelligent prospect analytics exponentially increasing prospect communications 800%
  • Responsible for overall operations and strategic management regionally.

Assistant Office Manager/Senior Credit Manager

Wells Fargo Financial
08.2006 - 07.2010
  • Co-managed 6 credit managers within Dalton, GA branch
  • Implemented and lead training courses for entry-level credit managers ensuring rapid acclimation, product knowledge, and instilling best practice SOPs
  • Maintained regional analytics to monitor new auto/home loan production as well as credit cards issued by employee/branch/district including pipeline product mix, retention/attrition trends, and cross-sell profiling
  • District Auto and Credit Card Production Captain for 6 quarters while managing credit manager team
  • Responsible for maintaining continued education for insurance commissioner as well as mortgage lending guideline certifications
  • Excelled as Salesperson of the Month 10 times throughout tenure with Wells Fargo Financial
  • Administrative Support in ancillary products division by way of cross-selling training for branch employees.

Education

Associate of Applied Science - Business Management

Dalton State College
Dalton, GA
05.2005

Skills

  • Business process modeling
  • Use Case Development
  • Functional specifications
  • User Acceptance Testing
  • Workflow Design
  • Software development life cycle
  • Data Migration
  • Gap analysis
  • Requirements Gathering
  • Stakeholder Management
  • Business Case Development
  • Agile expertise
  • Technology Implementation
  • Documentation abilities
  • Process Documentation
  • Research and analysis
  • Solution Implementation
  • Root Cause Analysis
  • Workflow Analysis
  • Data Mapping
  • Stakeholder Relations
  • Production Support
  • Cross-Functional Collaboration
  • Report Preparation
  • Personnel Training
  • Technologically-savvy
  • Requirements Definition
  • Client Relations
  • System Maintenance
  • Systems Analysis

References

  • Michele Hudson, (240)426-8227, hudson.michele@gmail.com, Associate Director, UnitedHealthCare (Formerly Rally Health)
  • Corry Osborne, (651)207-7874, corry.j.osborne@gmail.com, RVO Health (Formerly Senior Business Analyst @ Rally Health), Product Manager
  • Amanda Radakovich, (661)246-7366, Mindbody Online/ClassPass, Director, GoToMarket Business Analyst Team
  • Bill Jones, (248)447-5305, wjones05@lear.com, Lear Corporation (Formerly CTO of New Horizons Learning Centers), Director of Cyber Security Operations
  • Rick Crowley, (650)464-6660, rickcrowley666@gmail.com, New Horizons Learning Centers, Director of Learning & Sales Enablement

Certification

  • Certified Salesforce ADM201, Salesforce - October 2015
  • Celigo Master Levels 1-4

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Achieved a realization of $500K+ through effectively helping with eliminating redundant Success Kits for legacy members while at Rally Health.
  • Achieved a growth of $500k annual donations and secured a spot for Gary Sinise at the Army-Navy half time show through effectively discussing foundation needs with head of Duke Cannon Supply Co. Marketing Manager.

Software

Salesforce

Copado

Conga

Docusign

D&B Connect

Tableau Prep

MS Office

GitHub/Jenkins

ServiceNow

Wiki

Genesys CTI

FiveNine CTI

DemandTools

Jitterbit

Timeline

Business System Analyst

Insight Global(Siemens)
02.2024 - 06.2024

Corporate Salesforce Administrator Bayforce

Bayforce (New Horizons Learning Centers)
02.2023 - 12.2023

Sr. Technical Business Analyst

Mindbody Online/Classpass
08.2022 - 11.2022

Sr. Salesforce Administrator/Business Analyst

Gary Sinise Foundation
01.2022 - 06.2022

Sr. Salesforce Administrator/Business Analyst

Provisions Group
09.2021 - 11.2021

Sr. Salesforce.com Business Analyst

Rally Health
11.2018 - 09.2021

Sr. Salesforce.com System Administrator/Integration Manager

edgenet
01.2018 - 08.2018

Sr. Salesforce.com Administrator/Integration Manager

Simplify Compliance
01.2016 - 12.2017

Senior Salesforce Consultant

Cloudone+ CRM Consultants
09.2013 - 12.2015

Independent Operator/Southwestern Regional Sales Manager

Child’s Play Educational Rugs
08.2010 - 08.2013

Assistant Office Manager/Senior Credit Manager

Wells Fargo Financial
08.2006 - 07.2010

Associate of Applied Science - Business Management

Dalton State College

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