Robert Graham

Design and deploy complex process automation such as Flows, Process Builder, and Workflow.

• Tier 2 tickets related to Salesforce.
• Case Management, custom objects, fields, validation rules, record pages, chat, email-to-case, web to case, chat, user management/creation, reports and dashboards.
• Write and maintain technical documentation including solution and test documents.
• Maintain knowledgebase for future admins.
• Installation of Managed Packages from AppExchange.
• Driver of process of improvements to ensure quality sprint deployments.
• Capable at writing ETL jobs with IICS as well as handling Dataloader, Data Import Wizard data.
• Proven ability to learn quickly and adapt to new situations.
• Demonstrate a high level of initiative and creativity while tackling difficult tasks.

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Followed through with client requests to resolve problems.
• Nourish relationship with Wyndham Vacation Ownership, our largest client with 400,000+ RCI members.

• Designed customer retention strategies to reduce customer attrition.
• Crafted persuasive sales pitches to communicate value of company products and services.
• Used data analytics to identify and track sales trends and develop actionable insights.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Winner of The Presidents Award, Wyndham World Wide's top honor for creating and delivering global Count On Me! training.

• Achieved top performance by strategically adapting to rapidly changing, competitive environment.
• Assessed training program effectiveness on regular basis and improved upon deficient areas.
• Managed recruitment, training and development for highly effective sales team.
• Developed and led group training courses to align with corporate sales and service goals.