Jocelyn Noel

• Led end-to-end implementation and configuration of email marketing automation solutions using Salesforce Marketing Cloud and HubSpot by translating business requirements into scalable workflows that improved engagement and conversion.
• Delivered client onboarding and implementation training, enabling teams to independently manage campaigns, automation, and segmentation while driving successful platform adoption.
• Managed customer-facing implementation projects, gathering requirements, configuring solutions, troubleshooting issues, and coordinating with cross-functional teams to ensure timely delivery.
• Documented implementation processes, best practices, and training materials to support internal knowledge sharing and improve efficiency across future projects.

• Developed comprehensive training curriculum for loan officers nationwide on Total Expert, covering all aspects of platform functionality to enhance user engagement and adoption.
• Successfully executed the nationwide rollout of the Total Expert training program, ensuring consistent and standardized training delivery across all states, resulting in widespread adoption and proficiency among loan officers.
• Conducted daily in-person and online training sessions, equipping over one million loan officers across 50 states with essential skills to leverage Total Expert, driving their business growth.

• Addressed and resolved more than 400 individual support tickets weekly, delivering timely and effective end-user support for various systems and software.
• Conducted software and hardware troubleshooting to identify and resolve root causes of system malfunctions, minimizing downtime and optimizing performance.
• Assisted end-users through various channels, including live chat, web conference, and phone support, resolving issues related to software functionality and system access.

Led employee resource group "Mixed Vegetables" to promote inclusivity and enhance community engagement within the organization.

• Led enterprise software implementation projects, analyzing client requirements and recommending solutions aligned with operational needs and system capabilities to enhance project outcomes.
• Prepared implementations by reviewing project scope, timelines, and technical specifications to ensure installations met client expectations and project deliverables.
• Provided technical troubleshooting and client support for data connectivity and system integration issues, guiding users through diagnostics and hardware reboot procedures to restore system functionality.
• Collaborated with project teams and stakeholders to ensure timely software deployments, contributing to overall project success.

Founded and led Ujima Employee Resource Group to promote diversity and inclusion within the organization.

• Diagnosed and resolved equipment malfunctions, enhancing customer satisfaction through effective service and staff training
• Diagnosed technical issues in Apple products for customer support.
• Collaborated with cross-functional teams to enhance product functionality.
• Provided training sessions for new team members on technical processes.