Yessica Ayala
Vancouver
Summary
Results-driven Salesforce professional with over 5 years of experience in Salesforce Administration, CRM data modeling, and technical project management. Skilled at leading teams and mentoring staff to develop scalable Salesforce solutions that optimize philanthropy, sales, and constituent success operations. Strong background in declarative development, automation, and integrations, with a proven ability to align technology with business objectives. Passionate about leveraging technology to drive impact in the nonprofit sector.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Director of CRM & Systems Administration
National Eczema Association
01.2024 - Current
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Oversee data architecture, governance, and integrations across multiple departments, including philanthropy, marketing, corporate memberships, and research.
Associate Director, CRM & Systems Administration
National Eczema Association
01.2023 - 01.2024
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
- Acted as the primary point of contact for Salesforce-related needs, including troubleshooting, enhancements, and reporting.
- Led process automation and optimization initiatives to streamline CRM workflows and improve efficiency
Senior Salesforce and Systems Administrator
National Eczema Association
01.2021 - 01.2023
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Implemented backup solutions, ensuring data integrity and availability in the event of a disaster or system failure.
- Maintained detailed documentation of network configurations, protocols, and procedures for efficient troubleshooting and information sharing among colleagues.
- Developed internal training materials aimed at improving department''s overall knowledge base and reducing the learning curve for new hires.
- Maintained strong working relationships with cross-functional teams, collaborating on joint initiatives that supported organizational goals.
- Increased team productivity by automating routine tasks, allowing more focus on strategic projects.
Salesforce and Systems Administrator
National Eczema Association
02.2019 - 01.2021
- Migrated organization from Salesforce Classic to Salesforce Lightning
- Provided technical support and system maintenance for Salesforce users across multiple departments.
- Assisted in the development and execution of automation strategies to reduce manual processes.
- Maintained data quality through regular audits, deduplication, and governance practices.
- Implemented data validation rules to ensure accuracy
Operations Manager - Client Fulfillment
Ameritech Financial
07.2016 - 11.2018
- Managed back end Departments: Processing, Rehabilitation, Billing, and Collections.
- Helped improve Salesforce (Company CRM) functionality by working closely with the IT Department to create new fields, validation rules, and workflow rules.
- Updated Daily KPI's for each department
- Ran monthly billing reconciliations and forecasting reports using excel.
- Created reports and dashboards for all departments to follow team performance using CRM.
- Reviewed processes and suggested strategies for streamlining operations.
- Coordinated with other internal departments to keep operations running smoothly and solve both routine and complex problems.
- Responsible for the hiring or firing for the client fulfillment departments.
- Reduced inaccuracies by training team members on best practices, policies and procedures.
- Helped in the development of training material for all departments
- Produced ad hoc reports and documents for executive team members.
Billing Supervisor
Ameritech Financial
04.2016 - 07.2016
- Developed and implemented improvements to billing system to maximize efficiency.
- Created a billing team/department by training and developing new billing specialists. Helped them understand the billing systems, payment plans, processes and procedures.
- Created training material.
- Created reports and dashboards to keep track of team progress.
Billing Specialist
Ameritech Financial
01.2016 - 04.2016
- Pulled daily return reports and created reach out cases for payment collection.
- Processed Payment Pushes, Draft Date Changes, Payment Schedule Restructures, and Refunds.
- Assisted Customer Service Department with any billing inquiries from clients.
- Helped establish dedicated account providers (escrow account type of accounts).
- Communicated with third party vendors to understand the functionality of the their system.
Processing Specialist
Ameritech Financial
01.2015 - 02.2016
- Received, Processed, and filed client documents i.e. Tax Returns, Paystubs, Federal Forms.
- Filled out forms using information from the client's agreement and submitted to the client's loan servicer.
- Updated client file status within CRM
- Sent client reach out requests to customer service when additional information was needed on the client file.
- Helped with data Migration into new CRM: Salesforce.
Verification Specialist
Ameritech Financial
11.2014 - 01.2015
- Read Script and verified agreement information with clients.
- Sent call back to Sales rep if client did not agree or understand the terms of the agreement
Sales Associate
Bed Bath & Beyond Inc
07.2013 - 11.2014
- Educated customers on different products and product care.
- Stocked shelves and supplies and organized displays.
- Worked collaboratively in team environment.
- Directed individuals to merchandise locations.
- Helped customers with questions, problems and complaints in person and via telephone.
- Managed customer cash and credit card transactions using company point of sale system.
- Accepted and processed returns.
- Prepared merchandise for sales floor by pricing or tagging.
SCYEC Crew Supervisor
Petaluma People Svc Ctr
06.2014 - 08.2014
- Worked with youth and coached them on proper workplace demeanor while working outdoors planting and harvesting organic fruits and vegetables for local community.
- Supervised their work and instructed them on what projects needed to be completed next.
- Conflict Resolution at times
- Evaluated the youth at different stages of the program on their progress.
Front Desk Receptionist
Sonoma State University
10.2010 - 06.2013
- Answered and directed all incoming calls from two different phone lines; Sonoma State University General Information line, and the Sonoma State Administration and Finance line.
- Received, sorted, and distributed employee notices and mail around the different departments within the Administration and Finance office.
- Greeted all visitors, directed them to the correct employee or office.
- Maintained a clean reception area.
- Carefully wrote down all phone messages and relayed them to the appropriate personnel.
- Any special projects given by any department within the office.
Education
High School Diploma - undefined
Upper Lake High Scool
Upper Lake, CA2010
undefined
Sonoma State University
Rohnert Park, CASkills
- Salesforce Expertise: Data Architecture & Management, Sales & Service clouds, Nonprofit Success Pack (NPSP), Flow automation
- CRM & Data Management: Data modeling, governance, duplicate management, and optimization
- Cross-functional collaboration, training, process improvement, stakeholder engagement
- Technical Project Management: Agile, Scrum methodologies, Jira, Confluence
- Productivity Tools: Google Workspace, Excel, Power BI, Microsoft 365
- Goal-Driven
- Systematic Organizer
- Meticulous Attention to Detail
- Fluent in English and Spanish
- Quick Learner
- Team-Oriented Approach
- Calm under pressure
- Friendly, positive attitude
- Flexible and adaptable
Certification
- Salesforce Certified Data Architect
- Salesforce Certified Advanced Administrator
- Salesforce Certified Administrator
- Salesforce Certified Marketing Cloud Account Engagement
References
- Jose Torres (Technology Director, NEA): 503.791.7694
- Jessica Bartolini (Sr Associate Director, Corporate Engagement, NEA): 415.577.1309
- Susy Valle (Associate Director, Community Engagement, NEA) 541.490.3458
- Scott Sanford (Former and retired COO, NEA): 415.846.9867
Timeline
Director of CRM & Systems Administration
National Eczema Association
01.2024 - Current
Associate Director, CRM & Systems Administration
National Eczema Association
01.2023 - 01.2024
Senior Salesforce and Systems Administrator
National Eczema Association
01.2021 - 01.2023
Salesforce and Systems Administrator
National Eczema Association
02.2019 - 01.2021
Operations Manager - Client Fulfillment
Ameritech Financial
07.2016 - 11.2018
Billing Supervisor
Ameritech Financial
04.2016 - 07.2016
Billing Specialist
Ameritech Financial
01.2016 - 04.2016
Processing Specialist
Ameritech Financial
01.2015 - 02.2016
Verification Specialist
Ameritech Financial
11.2014 - 01.2015
SCYEC Crew Supervisor
Petaluma People Svc Ctr
06.2014 - 08.2014
Sales Associate
Bed Bath & Beyond Inc
07.2013 - 11.2014
Front Desk Receptionist
Sonoma State University
10.2010 - 06.2013
High School Diploma - undefined
Upper Lake High Scool
undefined
Sonoma State University
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