Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Samara Gaul

Amesbury,MA

Summary

Proven track record of successfully managing and maintaining large-scale systems while delivering high-quality customer service. Life learner, seeking role within a company that values growth and development.

Overview

11
11
years of professional experience
1
1
Certification

Work History

ServiceNow NextGen Extern

ServiceNow NextGen Professionals Program
Amesbury, MA
03.2023 - 05.2023
  • Increased verifiable knowledge of ServiceNow platform fundamentals, including instance management, module customization, access controls, workflows, and reports
  • Performed ITIL processes and workflows such as Incident Management, Problem Management, Change Management, and CMDB
  • Built and created Requested Items, Workflows, Catalog Items, and Service Level Agreements (SLA)
  • Established knowledge of JavaScript, including client-side and server-side scripting, as well as experience with ServiceNow scripting tools, including Glide, and, Angular JS
  • Built over 10 platforms and applications using PDI

SalesForce Administrator Extern

The MOM Project
Amesbury, MA
07.2022 - 03.2023
  • Implemented SalesForce platform fundamentals, including custom object creation, user management, record types, validation rules, workflow, and process builder
  • Performed data cleansing and increased accuracy by 25%.
  • Ability to create, customize, and maintain SalesForce reports and dashboards
  • Increased knowledge of data visualization tools such as Tableau or Power BI
  • Managed multiple projects simultaneously, established timelines, and managed requirements gathering, development, testing, and implementation phases.
  • Implemented BI solution framework for business intelligence projects.

Customer Support Manager

DemandScience
Danvers, MA
09.2021 - 05.2022
  • Optimized reports through SalesForce which increased activity metrics by 15%
  • Streamlined HubSpot to understand Account Executive processes during meetings with prospective customers
  • Conceptualized over 250 personable emails to gain interest of prospective customers
  • Employed comprehensive benchmarks to establish and monitor customer service standards
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance
  • Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities

Housing Application Analyst

AmeriCorps
Pawtucket, RI
10.2019 - 08.2021
  • Lead candidate management including verifying identification, interview preparation, and closing, i.e., compensation negotiation for incoming interns and coordinator staff
  • Spearheaded scheduled activities for team of 5 interns, packed giveaways, and conducted successful community outreach campaign for families facing homelessness.
  • Documented clients' issues and processes of resolution.
  • Collaborated with business owners, vendors, and other team members to evaluate and recommend solutions to complex problems and requests.
  • Performed troubleshooting, maintenance, and optimization of HMIS software application.
  • Re-engineered existing computer systems to promote ease of use and improve system security.

Administrative Services Assistant

Justice Resource Institute
Fall River, MA
05.2018 - 10.2019
  • Produced key logistical reports for quality control department using Excel and increased efficiency by 60% causing a better flow for accounting department.
  • Facilitated and monitored data compliancy within the donor management system and SalesForce CRM
  • Delivered grant and audit reports using analytical assessments and business awareness, and found over 150 inconsistencies that took 2 weeks to fix.
  • Executed tactical plans to minimize disruption, achieve accuracy in administrative processes and support integrity of externally distributed work products.
  • Worked calmly and with patience under pressure to execute tasks under ever-changing circumstances.

Public Health Outreach Assistant

Boston Public Health Commission
Boston, MA
04.2012 - 10.2016
  • Decreased processing errors during weekly employee payroll entry by 80% by sending out reminder emails weekly and sometimes daily
  • Processed invoices with purchase orders in a timely manner, using Oracle database
  • Executed vendor strategies from concept to execution using software applications.
  • Collaborated with local organizations to expand health services and resources.
  • Participated in health promotion campaigns to raise awareness of health issues.
  • Wrote and distributed informational materials on chronic diseases, infant mortality, substance abuse, and other community health concerns.
  • Demonstrated creativity and resourcefulness through development of innovative solutions.

Education

Organizational Management - Master of Business Administration

Eastern University
Wayne, PA
05.2024

Youth Leadership and Development - Bachelor of Science

Springfield College
Springfield, MA
05.2010

Skills

  • Database Maintenance
  • Complex Problem-Solving
  • Database Optimization
  • Test Plan Execution

Certification

  • ServiceNow Micro-Certification: Application Developer User Interface Creator
  • ServiceNow Micro-Certification: Flow Designer
  • ServiceNow Micro-Certification: Automated Test Framework (ATF)
  • ServiceNow Micro-Certification: Service Portals
  • Salesforce: SalesForce Business Administration Specialist in understanding customer requirements and proposing solutions

Timeline

ServiceNow NextGen Extern

ServiceNow NextGen Professionals Program
03.2023 - 05.2023

SalesForce Administrator Extern

The MOM Project
07.2022 - 03.2023

Customer Support Manager

DemandScience
09.2021 - 05.2022

Housing Application Analyst

AmeriCorps
10.2019 - 08.2021

Administrative Services Assistant

Justice Resource Institute
05.2018 - 10.2019

Public Health Outreach Assistant

Boston Public Health Commission
04.2012 - 10.2016

Organizational Management - Master of Business Administration

Eastern University

Youth Leadership and Development - Bachelor of Science

Springfield College

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Samara Gaul