employment...



bigge crane and rigging co.    

www.bigge.com
10700 Bigge Avenue
San Leandro, CA 94577
(510) 638-8100
Bigge Crane and Rigging is the leading expert in the operated and maintained crane rental, crane sales, heavy rigging, and specialized transportation industry at coming up with elegant solutions to difficult engineering problems.

SENIOR APPLICATIONS ANALYST | SYSTEMS ADMINISTRATOR
Infrastructure and Operations Team

Current SME for:
  • RingCentral's High Volume SMS Portal
  • RingCentral - UCaaS with 1,000+ phone #'s and 500 user extensions
  • SAP Concur Expense - Professional Edition (with CBS)
  • SAP Concur Travel - Professional Edition
  • SFDC - Salesforce.com
  • SAGE - Timberline 300 CRE
  • Cirrus Insight
  • BlueBuilder WorkPro (Proprietary)
  • 3D LiftPlan
  • ADManager Plus
  • FAVR by Motus
  • JitBit
  • FastField - with 15 sub-accounts
  • EasyClocking
  • Smartsheet
  • Conferma
  • PNC (BBVA) SpendNet MC
  • Amazon Business
  • DocuSign
Previously implemented and administered:
  • Coupa
  • AlertMedia
  • Telogis
  • TSheets
  • Vendnovation
  • Brivo
  • Microsoft D365 F&O
  • Duo MFA

APPLICATIONS TRAINER
Applications Support Group | End User Support 

Initially contracted through Robert Half Technology, Inc to implement, administer, and train users in various business roles.
  • Provided training to all business roles for each release on an extensively customized Unlimited Edition of SFDC used for sending customer quotes, DocuSign contracts, managing inventory, and the life-cycle of projects.
  • Conducted User Acceptance Testing (UAT) and Quality Assurance (QA) testing of new on-demand features and functionality.
  • Assisted the Architect and off-shore team of Developers with requirements gathering and release management tasks required to promote tested functionality from sandbox environments into a production environment.
reply! inc

www.reply.com
12667 Alcosta Blvd, Suite 200
San Ramon, CA 94583
(925) 983-3400
Reply! is a lead generation and performance-based online marketing company with a national network of 17,000+ service providers who receive inquiries relating to real estate services or an upcoming car purchase under the independently sold and managed brands of OpenAuto.com, RealtyNow.com, AgentConnect.com, CarClub.com, and iMotors.com.  IPO: 2010

MANAGER OF DATA QUALITY
Call Center Manager | Workforce Analyst

Created, developed, and managed the Quality Control Team tasked with processing the company's products before being delivered to subscribing customers.
  • Hired, supervised, and scheduled 15 non-exempt full-time employees to maintain 365 day, 24x7 coverage in screening requests, verifying contact information, and confirming interest for follow-up information. 
  • Reported on performance metrics and all aspects of forecasting, and KPI analysis, including preparation for predictions of volume and staffing.
  • Instituted bonus plans and incentive schemes to motivate team members.
  • Multiplied revenues, achieving major improvements in speed and accuracy, by implementing new department validation procedures and scripts used for screening referral requests and verifying consumer contact information. 
  • Recruited, trained, and managed a nationwide team of 20+ long-term independent contractors to work remotely as business needs dictated. Reduced operating expenses, automating the lead review process, by integrating a 3rd party data verification provider TARGUSInfo. 
  • Implemented an inspection process to track discovered XML data issues from outsourced lead providers and evaluated issues related to product quality.

SENIOR ACCOUNT MANAGER
Client Services | Customer Relations Manager

Coordinated customer support activities and served as   the primary client contact and escalation point for the company’s automotive web services programs. 
  • Processed monthly billings and oversaw retention efforts; reviewed and approved suspensions of delinquent accounts. 
  • Created action plans to improve service delivery based on metrics, data analysis, and customer feedback.
  • Defined the processes for contact handling and service requests, drafted all customer communication templates (web copy, emails, and debt collection letters) and created a customer service reference book. 
  • Independently identified a 3-year-old database issue that was failing to report over $870,000 in generated revenue; successfully collected over 60% of those past due balances that had not been properly invoiced. 
  • Increased ROI by reducing losses caused by wasteful practices by implementing an improved protocol for managing member accounts. 
  • Developed strategies to drive efficient operations by creating and implementing an audit process to determine and resolve service standard compliance issues.

additional work experience...



the pasha group    

www.pashanet.com
5725 Paradise Dr, Suite 1000
Corte Madera, CA 94925
(415) 927-6400
telesoft partners     

www.telesoftvc.com
950 Tower Lane, Suite 1600
Foster City, CA 94404
(650) 358-2500
marin software

www.marinsoftware.com
123 Mission Street - 25th Floor
San Francisco, CA 94105
(415) 399-2580
technicolor   

www.izonmedia.com
600 Harrison Street, 6th Floor
San Francisco, CA 94107
(415) 808-3500
The Pasha Group provides innovative global transportation and logistics solutions for a broad range of corporate, private, and government clients in the Automotive, Maritime, Relocation, Transportation, and Logistics industries.

SALESFORCE ADMINISTRATOR
IT Services | Database Management

Contracted through Robert Half Technology, Inc to provide system administration on a customized Salesforce CRM platform with 70 end-users and 10,000+ contacts.  
  • Performed mass imports, record updates, and data manipulations. Developed customized list views, reports, and dashboards; set-up account hierarchies. 
  • Supported corporate marketing activities including campaign creation and mailing list generation; worked directly with print and postal vendor.
  • Successfully uncovered major data integrity issues; resolved undeliverable bulk-mail rate address issues causing unnecessary expense.
  • Identified, evaluated, and integrated additional cost effective procedures to maximize efficiencies between global departments with their long standing established off-line methods of operation. 
  • Managed global projects that improved data quality, consistency, and reduced the cost of data operations. Utilized macros, the Apex Data-Loader, and Data Utilities to manage and complete a thorough system cleanup.
Telesoft Partners is a venture capital firm that has built a high quality portfolio of communication and information technology companies and is currently focused primarily on helping entrepreneurs benefit from the knowledge, contacts, and expertise from within the firm's network of industry executives and corporate partners in the US, Europe, Israel, and India.

DATABASE MANAGER
Salesforce Administrator | Database Analyst 

Contracted through Robert Half Technology, Inc to complete the final phase of migrating 26,000+ business contacts from multiple data sources into a Professional Edition of SFDC.
  • Successfully uncovered major data loss and integrity issues. 
  • Researched, recommended, and implemented process improvements; established protocols and took the steps necessary to ensure completeness and conformity of the records. 
  • Proved the flexibility of the platform by quickly creating solutions to standardize, de-duplicate, and cleanse the database to prevent compromising the data integrity.
  • Offered and delivered alternative and effective solutions to facilitate improvements to the company's existing process to ensure stability and cost effective maintainability.
  • Managed all aspects from start-to-finish of a web-based validation process (including the design, creation, coding, piping, and testing involved to query existing record data and capture confirmation or changes to field values.
Marin Software manages over $650 million in paid search advertising annually and the bidding for 100+ million keywords through their enterprise-class SaaS application the "Marin Search Marketer" - used to analyze, manage, and optimize large-scale SEM campaigns by companies with a minimum online marketing spend of $100k per month on PPC.

TEAM LEAD, RESEARCH
Lead Generation | Sales Support

Coordinated sales development efforts of 5 Research Associates responsible for conducting strategic investigation of prospective customers for the Inside Sales Team.
  • Utilized online resources, including KeywordSpy, Nielsen, Internet Retailer, iSpionage, TheSearchMonitor, and iPerceptions:WASP, to identify appropriate contacts responsible for managing potential clients’ keyword bidding.
  • Determined best practices to resolve dashboard and data reporting issues after researching and identifying application solutions, enhancements, and system integrations in a Salesforce.com Administrator capacity.
  • Introduced new resources and methods of investigation for analyzing existing paid search advertising of prospects; protocol became instrumental in qualifying leads.
Premier Retail Networks, a division of Technicolor, enables retailers and manufacturers to reach consumers by creating digital place-based media by supplying, installing, and maintaining in-venue televisions in over 10,000 leading retail and restaurant locations including Costco, Walmart, Sam's Club, Albertsons, Arby's, Taco Bell, and McDonald's using IndoorDirect technology.

FIELD SOLUTIONS ADMINISTRATOR
Operations | Vendor Relations

Completed administrative needs related to the Premier Retail Networks' Field Solutions division in preparation for transition of Accounts Payable to be moved and managed by the corporate offices. 
  • Generated various operations reports by analyzing data in two CRM systems (Remedy and Salesforce) used to manage complaints and technical evaluations with hardware and field issues at the retail sites. 
  • Processed vendor invoices and uncovered multiple over-charging and double charging issues. 
  • Provided feedback to upper-management to support the communication and oversight of 40 in-store representatives and 2 divisional coordinators.