401k Generation Inc.

• Spearheaded the design and implementation of a scalable automation framework leveraging Salesforce Flows, workflows, and validation rules to streamline regulatory communications for over 20,000 clients, encompassing data model definition, integration points, and robust security considerations. This initiative significantly improved efficiency and ensured compliance.

• Architected and deployed a bilingual IVR system integrated with Salesforce via Vonage VCC, featuring skill-based routing, automated task creation, and voicemail notifications, ensuring seamless data flow between platforms.

• Designed and implemented automated actions and Visualforce email templates to optimize the client onboarding process, resulting in a reduction of over 6 hours of manual effort per day by automating case creation, client communication, and user provisioning.

• Leveraged integration tools such as Office 365, Citrix ShareFile, and AWS S3 to enhance Salesforce-integrated business processes, enabling seamless document management for automated regulatory email notifications.

• Improved audit efficiency by 25% and achieved 100% compliance during internal and external (SOC II) audits by enhancing data management processes and implementing robust data governance policies and security best practices, including system-wide data integrity and access controls.

• Developed and maintained Salesforce reports, dashboards, and data visualizations, providing executive leadership with enhanced visibility into key performance indicators for data-driven decision-making.

• Automated critical business processes using Salesforce Flow, Process Builder, Email-to-Case, Approval Processes, and Validation Rules, leading to a 50% reduction in ticket resolution times and significant efficiency gains.

• Optimized customer support response times by managing Omni-Channel case routing and implementing mass case creation strategies.

• Managed data integrity and SOC compliance by performing data imports, exports, and cleansing using Data Loader and Excel, and by implementing improved validation rules that reduced data errors by 75%.

• Led a data validation project comparing Paychex Flex records with internal Salesforce data, for development of JSON mapping specifications to eliminate manual data uploads and improve data accuracy.