Sam Augustine
Rosemary Beach,FL
Summary
Implementation Specialist & CRM Administrator with 5+ years of experience designing, customizing, and implementing enterprise CRM and mortgage technology solutions across Sales, Service, and Operations. Proven track record leading end-to-end implementations, configuring complex automation, and integrating LOS, CRM, and third-party systems to support compliant, scalable lending workflows. Skilled at translating stakeholder requirements into detailed project plans, data mappings, and system configurations, while driving user adoption through training and documentation. Known for thriving in fast-paced, cross-functional environments and partnering with Product, Engineering, and Compliance teams to deliver technology that aligns with regulatory, operational, and technical requirements.
Results-driven CRM professional prepared for this role. Extensive experience in developing and implementing CRM strategies that improve customer satisfaction and loyalty. Highly collaborative with strong focus on achieving results and adapting to changing needs. Proficient in data analysis and team leadership, with reputation for reliability and flexibility.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
9
9
years of professional experience
Work History
Implementation Specialist & CRM Developer
CrossCountry Mortgage
02.2025 - Current
- Own the end-to-end implementation and enhancement of CRM solutions supporting loan officers, processors, and operations teams.
- Design and configure custom CRM logic, triggers, and UI components to optimize loan processing workflows and sales operations across multiple branches.
- Build and manage automation workflows to streamline pipeline movement, follow-ups, and notifications, reducing manual tasks by ~25% and improving turn times.
- Configure and maintain integrations between the CRM and Encompass, Zapier, and SMS platforms, ensuring reliable data handoffs between LOS, CRM, and vendor systems.
- Develop custom reports and dashboards to track loan pipeline, compliance-related metrics, and team KPIs, enabling leadership to monitor risks and performance.
- Lead recurring training sessions and walkthroughs for loan processors and loan officers, translating technical CRM capabilities into lender-friendly workflows.
- Partner with stakeholders and Compliance to ensure CRM processes and data support RESPA, TIL, HMDA, and Reg. B obligations, and adjust configurations as regulations evolve.
- Provide ongoing production support, triaging issues, prioritizing enhancements, and managing feedback loops across operations, IT, and leadership.
DevOps Salesforce Admin
PricewaterhouseCoopers (PwC)
04.2023 - 01.2025
- Implemented and supported enterprise Salesforce solutions across multiple business units, ensuring configurations aligned with complex operational and compliance requirements.
- Designed and deployed custom Apex classes, triggers, and Lightning components to streamline core business processes and reduce manual work.
- Built and optimized Salesforce Flows and automations to replace legacy workflows, cutting manual entry by ~30% and improving data accuracy across integrated systems.
- Collaborated with Sales, Marketing, and Customer Success teams to gather requirements, translate them into technical designs, and deliver scalable Salesforce configurations.
- Integrated Salesforce with NetSuite, IPaaS connectors, and SMS/voice applications, managing data mappings, field-level transformations, and validation rules.
- Worked with stakeholders to develop a Salesforce roadmap that balanced quick wins with long-term scalability and maintainability.
- Maintained documentation, knowledge articles, and configuration logs to support repeatable implementation processes and efficient onboarding of new admins.
SalesOps Salesforce Admin
Lower LLC
06.2021 - 01.2023
- Served as Salesforce subject matter expert for Sales and Operations, configuring objects, fields, page layouts, and reports/dashboards tailored to lending workflows.
- Supported rollout of Marketing Cloud/Pardot campaigns, ensuring leads, opportunities, and borrower data flowed cleanly between marketing and sales systems.
- Designed and implemented Flow Builder automations and workflow rules to enforce business logic across the mortgage lifecycle, from initial contact to post-close.
- Partnered with operations and customer service leaders to configure Service Cloud features that improved borrower and partner support experiences.
- Worked with internal developers and external vendors to design and test integrations between Salesforce and financial/ERP systems, ensuring accurate funding and accounting data.
- Contributed to the enterprise migration from Salesforce Classic to Lightning, building Lightning Record Pages and training users on new workflows.
- Helped design and deploy two Salesforce AppExchange apps in coordination with third-party vendors, aligning app configuration with internal process requirements.
- Built executive-level dashboards to give leadership visibility into pipeline growth, customer satisfaction, and operational KPIs across the organization.
- Provided Salesforce support and training to 1,500+ users, improving adoption and consistency of data entry across distributed teams.
Lending Coordinator
Lower LLC
01.2021 - 06.2021
- Supported the lending lifecycle from application through post-close, ensuring documentation and compliance accuracy.
- Collaborated with underwriting and processing teams to expedite loan approvals and maintain high-quality service delivery.
- Assisted in data collection, audit preparation, and LOS platform updates for improved client experience.
- Developed insights into the mortgage process that informed later enterprise implementation strategies.
Lead Laser Operator
Rogue Fitness
05.2020 - 01.2021
- Led production operations for laser equipment, maintaining throughput, quality, and safety standards in a fast-paced environment.
- Developed repeatable processes and documentation that reduced setup time and errors on high-volume jobs.
Patient Service Representative
Quantum Health
01.2019 - 07.2019
- Supported patients and members via phone and digital channels, resolving issues related to benefits, claims, and provider coordination.
- Navigated multiple systems and data sources to provide accurate, compliant information and a high-quality member experience.
Executive Team Lead
R&R Business Consultants
07.2016 - 02.2018
- Managed a small team focused on sales and client relations, aligning day-to-day activities with performance targets.
- Trained new team members on CRM usage, pipeline management, and customer engagement best practices.
Education
High School Diploma -
High School Diploma - undefined
Olentangy Orange High School
DevOps Program - undefined
California Institute of Technology
08.2022
Skills
- Enterprise Implementation & Onboarding: Requirements gathering, solution design, configuration, UAT, cutover support, post-go-live optimization
- Mortgage Technology & Operations: Loan pipeline workflows, LOS/CRM integrations (eg, Encompass), disclosures & compliance reporting support
- CRM & Automation: Salesforce Sales/Service/Marketing Clouds, Flows, Process Builder, automation workflows, custom UI components
- Integrations & Data: REST/SOAP APIs, Postman, Soligo, IPaaS, Zapier, SMS/voice platforms, data mapping, data quality & validation
- Reporting & Analytics: Dashboards and reports for pipeline, compliance, and performance KPIs (Tableau, Snowflake, Excel, CRM reporting)
- Collaboration & Project Management: Cross-functional stakeholder management, roadmap alignment, training, documentation, issue resolution
- Customer segmentation
- Customer journey mapping
- Marketing automation
- Teamwork and collaboration
- Attention to detail
- Excellent communication
- Campaign management
- CRM integration
- Lead nurturing
- Salesforce proficiency
Timeline
Implementation Specialist & CRM Developer
CrossCountry Mortgage
02.2025 - Current
DevOps Salesforce Admin
PricewaterhouseCoopers (PwC)
04.2023 - 01.2025
SalesOps Salesforce Admin
Lower LLC
06.2021 - 01.2023
Lending Coordinator
Lower LLC
01.2021 - 06.2021
Lead Laser Operator
Rogue Fitness
05.2020 - 01.2021
Patient Service Representative
Quantum Health
01.2019 - 07.2019
Executive Team Lead
R&R Business Consultants
07.2016 - 02.2018
High School Diploma - undefined
Olentangy Orange High School
DevOps Program - undefined
California Institute of Technology