Challenge: Weekly uploads of large external client datasets can be manual, time-consuming, and carry a high risk of data integrity issues; including potential duplicates, mismatches, or upload errors when importing into Salesforce.

Action: I created a validation process to compare incoming datasets against existing Salesforce records, automatically flagging inconsistencies for review, merge, or deletion. This became the foundation for our API readiness effort. Where discrepancies or inefficiencies were identified, I updated internal processes, created new Salesforce fields, or adjusted reporting logic to improve downstream data mapping and consistency.

Result: Reduced Salesforce upload errors by 90% and significantly improved data quality. These improvements enabled us to move forward with API testing, eliminating the need for weekly manual uploads and paving the way for scalable automation.

Challenge: All cases created from emails, voicemails, and automated sources were being dumped into a single “All Urgent Pending Cases” queue in Salesforce. This created a daily bottleneck, requiring manual triage by the Client Support Manager and delaying case resolution.

Action: I partnered with department leads to identify common case types, sources, and keywords across teams (Client Support, Notices, and 5500). I then created unique email addresses and email-to-case routing rules for each department. Once routing logic was in place, I implemented Salesforce Omni-Channel to automatically distribute cases based on agent availability and working hours.

Result: Eliminated the need for manual case reassignment, saving hours of daily admin time. Omni-Channel routing improved response speed, reduced client wait times, and ensured each case was delivered to the right agent at the right time.

Challenge: Callers (including clients, participants, and general inquiries) weren’t being meaningfully tracked in the IVR system. The COO requested better insight into caller behavior, call reasons, and after-hours response needs.

Action: I designed a skill-based IVR tree using Vonage VCC, integrating it with Salesforce for automated call dispositioning, voicemail handling, and task creation. The IVR included bilingual scripting (English/Spanish) and guided callers to identify their reason for calling, whether as a plan participant, client, or general inquiry. I then built custom Salesforce fields and disposition options so agents could track call reasons and follow-up actions directly within the CRM.

Result: The new system improved routing accuracy, reduced caller wait times, and ensured voicemails were directed to the correct representative instead of a general inbox. It also provided meaningful data on call origins, handling times, and call types, enhancing visibility into agent performance and operational trends.

Challenge: Reporting revealed that some agents were transferring cases to other users or queues without approval — often due to lack of familiarity or unwillingness to work certain case types. Senior leadership needed a way to restrict ownership changes while still allowing agents to fully manage their cases.

Action: Recognizing that standard permission sets and access controls didn’t provide the necessary granularity, I implemented a custom validation rule in Salesforce to prevent users with the "Agent" profile from changing case ownership while preserving full access to edit, update, or close the case.

Result: Agents could no longer reassign cases without approval, ensuring proper accountability. All other functionality remained intact, minimizing disruption while meeting leadership's governance request.

Challenge: At 401k Generation, regulatory outreach (such as annual notices) was time-consuming and prone to error. With tens of thousands of notices needing to be sent via both email and physical mail, we had to ensure every client received communication within strict regulatory timelines.

Action: I designed and implemented a scalable automation framework in Salesforce using Process Builder, Flows, and Visualforce templates. I began by compiling a verified list of impacted clients, cross-referencing it against Paychex Flex data. After creating the templates and target client list, I drafted new or updated existing email templates, then uploaded the client list to Salesforce to generate individual cases. Each case triggered a flow that sent the required email, updated the record for compliance, and stored an audit-ready copy of the communication.

Result: The process eliminated hours of manual work per cycle, ensured 100% audit compliance, and gave us complete traceability,including date/time sent and full record retention for review or regulatory confirmation.

Challenge: The client onboarding process at 401k Generation relied heavily on manual case creation, email outreach, and internal data updates, leading to inefficiencies, delays, and inconsistent follow-through across teams.

Action: I designed a Salesforce Flow to automate the onboarding process from end to end. Uploading client information into Salesforce as an inserted Account triggered a series of automated actions:

• Generated a new onboarding Case and linked it to the Account

• Evaluated client type: 3(16), 3(21), or bundled services

• Assigned the Case to the appropriate onboarding specialist based on service type

• Sent a templated welcome email using Visualforce (for eligible accounts)

• Auto-assigned tasks to the Manual Onboarding Specialist or Notices team as needed

• Updated key status fields and either triggered appropiate internal alerts or closed the Case if no further action was required
  
  

Result: Reduced manual workload by over 6 hours per day and standardized the onboarding process across the organization. The automation improved data accuracy, turnaround time, and interdepartmental coordination, while providing a clear audit trail for compliance.