CITGO

•Orchestrated Light Oils Sales' CRM software optimization, enhancing remarkable ROI.
•Pioneered scalable solutions, setting industry best practices and steering the product roadmap.
•Collaborated with IT and stakeholders for seamless integration with existing CITGO software.
•Leveraged programming skills (Apex) for tailored Salesforce customization, ensuring system alignment.
•Managed operational data, swiftly troubleshooting errors for impeccable data accuracy.
•Fostered vendor relations, driving continuous Salesforce platform improvements.

Key Responsibilities:

•Spearheaded Salesforce (CRM) utilization for operational success in Light Oils Sales Organization.
•Aligned with stakeholders, enhancing business processes through Salesforce tool utilization.
•Crafted comprehensive reports, providing valuable insights for effective management.
•Led strategic execution, training, and CRM integration across Light Oils Marketing.
•Headed Salesforce Power User group, serving as an expert in Salesforce Administration.
•Developed training materials and facilitated regular CITGO salesforce training sessions.
•Enhanced technical capabilities, ensuring seamless software integration.
•Innovated existing Salesforce processes, proposing expansion strategies.
•Collaborated with CITGO's Salesforce Administrators, optimizing cost efficiency and strategy.
•Ensured data integrity through Salesforce backups within CITGO's subscription.

Salesforce Administrator

BrandSafway

•Manage, prioritize, and engage in strategic planning for system enhancements and support of system enhancement 
•Performed Dashboard and Report creation and Maintenance
•Created/Deleted user accounts, managed security, and maintained roles, profiles, and hierarchies
•Managed internal user support tickets
•Performed new user and ongoing user training

Salesforce Analyst

Sherwin-Williams Automotive Finishes

Branch Manager

Management Trainee

I am a Certified Salesforce Professional with a strong data management and systems background. I can analyze and interpret complex data sets effectively. I am skilled in using this information to identify trends and make data-driven decisions, which has been essential in my role as a Salesforce Administrator. My data management and systems expertise also enables me to develop and implement effective data management processes and systems that support business objectives and goals. This experience has been particularly useful as a Branch Manager, where I managed and analyzed large data sets to identify sales trends and implement effective sales strategies.

My experience in technical training and administration has allowed me to develop excellent communication and interpersonal skills. I possess the ability to effectively train and mentor my team on the use of various systems, including Salesforce. Additionally, my technical background and experience in sales have enabled me to bridge the gap between technical and non-technical team members, facilitating seamless communication and effective collaboration. This experience has been invaluable as a Branch Manager, where I had to communicate and train my team on new sales strategies and systems to increase sales and improve operations. My ability to communicate and train effectively has led to the successful implementation of new processes and systems, resulting in increased revenue and growth for the company.

Certifications:

Certified Salesforce Administrator
Salesforce Platform App Builder

Phillip Patterson

Oregon Humane Society

Salesforce Solution Architect

- Managing then entirety of the Salesforce Platform as the sole Admin at OHS while working remotely. 
- Collaborating with every department to create solutions that exceed the expectations of their team, can reduce their overall workload, and to help reduce burnout/turnover.  

Salesforce Automation:  
- Converted 95% Workflows and Process Builders to Flows, while also retiring unnecessary functionality.  
- Partnering with Sumo Scheduling and building a Salesforce Flow to reduce Adoption Scheduling time by 75%. 

MuleSoft Automation: 
- Reducing Admission intake processing by 60% using MuleSoft Composer. 
- Connecting with Legacy systems API’s using MuleSoft Anypoint platform. 
- Importing data from external third-party platforms, increasing our potential donor base. This includes records from ShelterBuddy (Adoption/Shelter software), ezyVet (Hospital/Veterinary Services), and Digital Cheetah (Volunteer Services). 
- Automating Email Opt In/Out for newly imported contacts with our Marketing Team using Salesforce Flows, MuleSoft Composer, and Pardot. 

Data Management: 
- Documentation of all Process and Flow creation and changes using Monday.com, Salesforce Knowledge, and Chatter 
- Handling and updating third-party vendor data being brought into our system to match our internal standards using Salesforce Flows.  

User Administration: 
- Creation/Retiring of users, permission sets, permission set groups, and profiles.

Shanks Consulting

Volunteering with select Nonprofit organizations that are using Salesforce NPSP: 
- Building automation with Flows to reduce repetitive task time to completion.  
- Assisting with Implementing and Updating Salesforce Integrations, such as MailChimp and Salsa Engage. Along with building automation to trigger from these integrations to update records as desired by the Nonprofit.

Founder

Smarsh

Partnering with Operation Manager(s) and stakeholders to implement a roadmap based on business needs and priorities, which includes the following:  
- Automation:  
-- Utilizing Salesforce Flows to reduce time to completion of task by 75-95% 
-- Transitioning Workflows and Process Builders to Flows and updating to best practices. 
- User Administration:  
-- Reduced the weekly user creation task time by 92% by creating a flow that can create a user, assigning role/profile, and permission set groups. 
-- Proactively identify user issues and pain points then develop solutions to eliminate those. 
- Data Management:  
-- Using Change Sets to move fields, flows, permissions, reports, etc, between four different Salesforce Orgs.  
-- Designing Salesforce Flows to reassigning Opportunities, Accounts, Cases, etc, resulting in more accurate quotas and territory assignments.  
-- Implemented State and Country Picklist, cleaning over 900k records, and ensuring accurate sales data moving forward. 
- Third-Party Administration:  
-- User Administration on the following platforms: Zuora, New Voice Media, Adobe Sign.   
-- Confluence: Creating, updating, and organizing internal technical documentation. 
-- Jira:  Managing and distributing internal support tickets made in Jira, significantly reducing time to resolution. Primary Admin for the Jira to Salesforce integration.  
-- AppExchange: Discovering and Implementing useful tools for better efficiency.  
-- DemandTools: Data modification, creation, and deletion in bulk.

Associate Salesforce Administrator

Associate Salesforce Admin

AskNicely

Building out the Salesforce Service Cloud platform from scratch resulting in faster resolution times and greater customer self-service
- Working cross functionally with our Engineering, Marketing, Sales, Support, and our Senior Leadership Team (SLT) to build a system that meets our needs 
- Implementing automation with Einstein Chat Bot, quick actions, macros, workflows and process builder
- Structure, organize, and customize our new public help site 

Streamline operations and implement processes to increase automation and team productivity, while also providing increased visibility to the SLT on key metrics
- Restructured Customer Success and Support OKR’s, including building out new fields and reporting, giving the SLT metrics with actionable insights into the team’s progress 
- Manage users, roles, and permissions in Salesforce to enhance overall company security 
- Designed a tool that shows a snapshot of the customer’s usage and if it’s trending up or down and placed it atop the Account page layout for visibility 
- Overhauled our NPS program and manage the day to day operations to ensure that we’re closing the feedback loop and using the feedback effectively for future growth 
- Created a tiered ticketing system that helped AskNicely meet Service Level Agreement requirements, reduce support response time from 4+ hours to under 90 minutes while increasing customer base by 50%. 

Grow and streamline a global support team 
- On-board and train new hires along with writing internal/external help documentation 
- First point of contact for our Enterprise customer’s technical needs 
- Establish SLAs and track weekly metrics for individuals and the team
- Manage bug tickets and customer feature request prioritization for the Engineering team 
- Establish a monthly customer newsletter with product updates, feature write ups, and marketing materials 
- Directly walk customers through integrations in Salesforce, Zendesk, HubSpot, and Intercom

Support Engineer

Customer Success Manager

Shanks Coaching

Founder and Head Coach of Shanks Coaching. I owe most everything I know to Dynamo Multisport and we continue to be very close. 

*Created an LLC including; bank accounts, tax ID, filing government papers, purchasing insurance, healthcare, and website design 
*Utilized Adobe Creative Cloud to create apparel and team kits
*Designing custom training plans for all my athletes and providing valuable feedback on their workout uploads. 
*Qualified over 15 athletes for USAT Championships and 8 athletes for World Championships
*Utilize web-based tools such as TrainingPeaks to track athlete progression, prescribe workouts, and provide feedback.

Founder and Head Coach

Concordia University Wisconsin

I have the amazing opportunity to build a brand new NCAA DIII team from the ground up in beautiful Mequon, WI, Located just North of Milwaukee. 

*Built an inaugural NCAA Division 3 triathlon program, recruiting eight members on year one, making it the largest 1st year triathlon program.
*Developed program budget of $70,000 including purchasing all equipment, vendor payments, and travel. 
*Controlled all travel logistics to six team races; rental vans, air travel, trailers, hotels, meals, and daily schedule
*Created and scheduled recruiting materials; utilizing adobe for letterhead and marking handouts, word and excel to mail merge, and social media (Twitter and Instagram) to boost interest in the team and lead to future success.
*Utilized Adobe Creative Cloud; Illustrator for logo creation/manipulation and letterhead, Photoshop/Lightroom for photo edits/branding, Premier Pro/After Effects for video creation, effects, and editing

Head Women's Triathlon Coach and Athletics Media Production

Dynamo Multisport

Individual and Group coaching for Endurance Sports

*Conducted 5-10 monthly video analysis for swimming, cycling, and running using Hudl software.
*Quadrupled the number of team orders within 18 months, requiring quarterly orders to meet demand.
*Increased annual apparel sales by 600% in 18 months.
*Utilized online platforms such as QuickBooks, Google Docs, and Constant Contact for team organization of 100+ members and accounting of $22,000 monthly.
*Organized quarterly team camps that included creating daily schedule (hour by hour for 3-5 days at a time), reserving hotels, securing training locations (swimming pools/lane rentals, creating routes for training, and places for neutral support), meal planning/prep, and team activities.
*Leveraged Facebook and Twitter to convey the Dynamo Mission and quickly respond to any inquires.

Coach and Social Media Specialist 

Dynamo Swim Club

*Lead the restructuring and rebuilding of the Morning Masters swim program for the Dynamo Alpharetta Location. 
*Tripled athlete membership and attendance within first two months on deck as Masters Swim Coach.
*Instruct Dryland (strength and conditioning) workouts for 40-50 high level age group swimmers with focus on proper form while lifting, injury prevention, and rehabilitation for previously injured athletes. 
*On deck coach for the 5:30-7am Alpharetta Masters group. 
*Dry Land (strength and conditioning for swimmers) Coach for AG1 and SR2 in Chamblee.

Masters & Dry Land Coach

Philadelphia Flyers

*Managed 800+ season ticket holder accounts for the most passionate hockey fans in the country.
*Renewed over 90% of accounts by listening and focusing on individuals core needs and providing them premium customer service to help resolve any issues that arose.

Customer Service Manager

Echappe Equipment

I am the Triathlon Expert in the group that travels around the U.S. representing Echappe and giving insight to trend in the Triathlon market.

Triathlon Representitive

MuleSoft Mentor | 2x Dreamforce Speaker | Salesforce Administrator | Architect Curious

Driven individual looking to expand expertise in technology industry. Focused worker who is able to follow detailed and complex instructions. Experienced in taking complex information and presenting it in simple terms. 
3x Salesforce Certified

taplio

The Battle

Phillip Patterson

Andrew Shanks

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