Purchase College, SUNY

San Francisco State University

Salesforce Administrator at Ambry Genetics

Mission Viejo, California, United States

- Develop customized solutions within the Salesforce platform to support critical business functions and meet project objectives and company goals• Manage daily support and maintenance of internal Salesforce initiatives, and conduct long-term improvement operations to ensure compatibility with evolving mission requirements• Provide system administration support of internal and customer-facing Salesforce environment, especially related to customized applications, user permissions, security settings, custom objects and workflow• Collaborate with various internal departments, including marketing, product development, IT and operations to ensure Salesforce environment supports internal needs relating to functionality and performance• Maintain a flexible and proactive work environment to facilitate a quick response to changing project requirements and customer objectives, and innovate ways to meet mission goals successfully• Understand requirements outlined by Sales Operations and lead technical development, QA, and deployment of custom objects, workflow rules, automatic triggers, relationships and mappings, etc.• Own release management process by documenting development, compiling and deploying change sets, and facilitating data backfills when necessary• Own and modify existing system integrations with applications and 3rd party apps, such as Marketo, and evaluate and implement additional system integrations as requested• Stay up-to-date on new Salesforce features and functionality to ensure compatibility with existing development and provide recommendations for process improvements

Ambry Genetics

Salesforce Administrator

Developed KPI Community for Physicians to be able to track procedure times. Project involved Lightning Communities, Apex, and custom Lightning pages, and Javascript charting library.Developed Opportunity Planning module for tracking monthly Sales forecasting activity within the Acclarent business.Fixed critical custom Apex REST webservices that provide data to an iPad Customer Order & Inventory app that allows field reps to sell trunk and emergency stock to customers.Fixed data sync webservices for iOS Training application used to track field and surgeon training.Worked with Release Management team to be the first to implement CI/CD for Salesforce at JNJ Medical Devices division using Bitbucket & Jenkins.Responsible for 2 onsite junior Salesforce developers and multiple offshore devsAdvise and provide solutions on the Salesforce Platform for Fortune 500 Healthcare companySales, Service, and Community CloudsLead Agile project teams of various size and scope to deliver quality end-to-end solutionsEnsure projects meet established coding and documentation standards and follow best practices

Sogeti

Salesforce Technical Lead

Supported 300 Service Cloud, 200,000 Community and Community Plus users for UCPath, a project to replace 40+ year old payroll and benefits system. Developed UC Premier Access Portal on Lightning Communities which provided campus-wide access to select user’s employees cases and analytics/reporting.Developed application to support a Quality initiative within the UCPath Center to help streamline benefits, payroll, and customer service processes.Updated batch apex classes to handle automation of Community User license provisioning coming in from a nightly feed from PeopleSoft supporting up to 200,00 active employees.Conducted code reviews and release management for all UCPath Salesforce projectsAdhered to strict SDLC and change management in ServiceNowManage integration between Salesforce and Peoplesoft and ServiceNow utilizing Demand Tools and Jitterbit software. Supported transition to Mulesoft.Responsible for release management, documentation, and educating UCPath Center leaders on latest updates to the Salesforce platform.Implement Knowledge Management and Search across the UC portal to increase case deflection and reduce incoming inquiries to the UCPath Center. Assist Payroll and Benefits w/ directing cases more efficiently within Service Cloud, reducing turnaround time and improving SLAs.AppExchange Products utilized: Genesys PureCloud CTI, Coveo, Vertical Response, Activity Eagle, Mass Email & Marketing

University of California Office of the President

Salesforce Developer

Supported 800 Service Cloud, 200 Sales Cloud users with multiple call centers and 75+ branch locations nationally. Developed custom visualforce pages to display Cases queues, time in queue, and average wait time for 6 Call Centers nationallyDeveloped custom page displaying Specialty referrals and related physicians for the NCC teamDeveloped visualforce Insurance Verification Form to increase referral turnaround time utilizing custom Apex controllers and AJAX for partial page updates.Developed visualforce pages, process builder and flows to save the company development hours for automating simple tasks.Enhanced centralized patient intake across 4 call centers to more efficiently register and verify patient benefit by reducing turnaround time to verify benefits from hours to minutes and increasing patient acceptance rate and overall referral partner satisfaction.Oversee functional and later technical designs and features; including proactively exploring new system functionality to implement into the business. Achieved 8-10 releases per year.Project Managing new development and deployment with offshore vendor.Managed integrations between Salesforce and on-premise Enterprise Content Management system, MySQL database, third-party insurance verification providers, and fax servers utilizing IBM Websphere CastIron middleware.Set up Adobe Sign and Docusign integrationsAppExchange Products utilized: Adobe Sign, Conga, Mass Update, Draggin RoleEstablishing and managing user community on the system; setting up profiles, security roles & views.Provide help desk support to all users; escalate to <a href="http://SalesForce.com">SalesForce.com</a> if needed.Created multiple dashboards and custom reports to drive agent productivity.Assisting user community in training/learning of functionality through creation of materials and conducting of training sessions.Optimized business processes through Kaizen approach, working with business leaders, managers, and front-line employees.

Coram Healthcare

Salesforce Administrator & Developer

Supported 200 Sales Cloud globally, designed and delivered Sales reporting and dashboards to aid management coaching in areas of opportunity by vertical. Overhauled global forecasting process. Implemented more efficient way to place and track orders for ad space.Create monthly and quarterly dashboards for sales and executive managementAdminister reporting of daily booked revenue and new account creation for accounting and financeLead major database cleanup project involving re-categorization of existing accounts to enable reporting by verticalDaily ad-hoc requests from sales and sales management

Specific Media

Salesforce.com Technician

Manage customer base of 100 business and public sector wireless accounts totaling 8,800 lines and monthly revenue base of > $250k/month. Deliver customer satisfaction and customer loyalty by establishing strong working relationships.

Sprint Nextel

Business Account Manager

Managed team of 11 Business Sales Associates in B2B channel and account support. Liaison between field sales, finance, legal, and operations in resolving escalated customer issues. Conduct proactive retention campaigns and deliver first-class customer deployments and implementation.Provided daily reports and updates on channel KPI’s using Verizon’s sales reporting system PEAK, Hyperion for Strategic Accounts, and granular data from the data warehouse utilizing Cognos. Created custom templates for account reviews and trained support staff on their use.Participated in strategic planning meetings and prepped managers for quarterly operations review with reporting on their attainment of sales metrics; % to goal, rank, trend, and breakdown of sales by productPull 30-60-90 day funnel and activity reporting for management from SFA for coaching reviews

JP Villanueva