Trailhead by Salesforce

•	Designed and developed dashboards and reports to meet business needs based on the business scenario provided to complete
•	Maintaining knowledge and staying up date with Salesforce by completing projects, modules, trails, and superbadges in trailhead
•	Customize and setup different areas of Salesforce platform including objects, layouts, fields, reporting, security, flows, and validation rules
•	Worked on various custom and standard objects like accounts, contacts, leads, campaigns, reports, and opportunities 
•	Setup and configure different functions in Salesforce but not limited to custom objects, page layouts, workflows, process builder, permission sets, email alerts, and assignment rules

Salesforce Administrator

Amazon

•	Processing new shipment coming in and performing checks for item to be able to be received and delivered 
•	Trained to perform a variety of duties and roles including picking, packing, inbound receiving, inbound dock, inbound problem solve, transhipment, stowing, and cubiscan
•	Receive orders to determine the type and quantity to successfully receive orders in the system to be processed
•	Trained new hires in inbound receive how to prepare totes and sort them for processing and shipping to other amazon locations
•	Join daily team meetings with management to provide and exchange quality and safety tips to increase productivity for the team
•	Worked closely with team members and management staff to complete daily objectives efficiently and effectively

Fulfillment Associate

Hudson's Bay Company

•	First point of contact to facilitate the online store fulfillment processes that focuses on achieving all production and quality metrics 
•	Provided training to new associates that joined the team to ensure they follow the fulfillment procedures as required by marketing manager
•	Utilized supply chain and ecommerce software to successfully initiate all outbound shipping products to be sent to customers all over Canada
•	Key contact in the distribution process to ensure our products reach our customers accurately and on time

•	Supported and provided technical support to TD corporate, TD wealth, TD securities clients, and contractors for all technology incidents and service requests
•	Answered over 800 calls monthly while maintaining a high level of customer service and been evaluated many times for having good ticket quality
•	Supported different applications and software/hardware but not limited to PC’s, mainframe, Active Directory, Microsoft Office 2013,2016,365, VPN, and Citrix environments
•	Provided shadowing and reverse shadowing for new agents joining the Wealth line of business
•	Joined weekly meetings to provide trends and opportunities for improvement to increase productivity to solve day to day client issues

Service Desk Analyst

•	Provided technical support to over 29,000 employees supporting multiple companies by handling requests over the phone, web requests, email, and instant messaging
•	Analyzed day to day issues not limited to hardware, software, mainframe, and network issues and provided resolutions or transferred requests to next level support team when needed
•	Resolved and defused client escalations due to mishandling or misrouting of incidents by taking ownership of problem and engaging the appropriate teams to resolve issue in timely matter
•	Trained over 25+ new agents and mentoring them to follow account policies and procedures based on service level agreements
•	Provided weekly reports to team members and management on customer satisfaction surveys to highlight areas that need improvement and develop procedures to meet customer needs
•	Created and implemented action plans to improve customer satisfaction from which were applied on other accounts
•	Contributed to weekly meetings to ensure concerns from the team are addressed.  Identified process gaps in the environment and drive discussions to establish solutions for end users

Senior Technical Support Analyst

I have over 6 years experience working as technical support analyst in different industries including gas, dairy, and financial. I’m able to adapt to change and work in different roles to improve processes, increase team quality, and customer service. I’m positive team player often selected by management to train new employees or assigned extra roles and responsibilities.


Please feel free to reach out to me if you would like to find out more.

Taplio

Randy Marchan's Linkedin Analytics

Randy Marchan

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