Skills & Tools

I have extensive experience building custom Flows, validation rules, Visualforce templates, custom fields, page layouts, and reports/dashboards to automate onboarding, case routing, and compliance workflows. Served as the sole Salesforce Administrator, owning end-to-end platform management.

• Flow Builder / Process Builder: Developed logic-based automations to eliminate manual tasks across onboarding, regulatory communications, and internal case escalation.
  
  

• Visualforce: Created reusable, logic-driven email templates for both guided workflows and fully autonomous notifications.
  
  

• Reports & Dashboards: Built customized dashboards to monitor SLAs and track volume. Leveraged SOQL and Salesforce Inspector to perform deep-dive data analysis and surface operational insights for leadership.
  
  

• Omni-Channel Routing: Configured skill-based rules and queue logic to automate case assignments by source, team, and availability.
  
  

• User Management: Handled the full user lifecycle including onboarding, access control, troubleshooting, profile adjustments, and offboarding.

Experience managing Field Service (FSL) operations, focusing on the core configuration of Service Territories, Work Orders, and resource management. I specialize in bridging the gap between back-office administration and real-time field data integrity.

• User Management: Standardized onboarding/offboarding for internal and Community (contractor) users, reducing profile configuration errors by 30% through comprehensive documentation and precise management of skills, roles, and service territory memberships.

• Data Integrity & Tools: Regularly utilize SOQL and Salesforce Inspector to audit field data, perform ad-hoc updates, and resolve reporting discrepancies to maintain a "single source of truth."

• Field Service Configuration: Experienced in managing Service Territory Members, Operating Hours, and Service Resources to align technician skills with customer needs, including capacity management and drive time considerations.

• Territory & Polygon Management: Created and maintained Service Territory Polygons, including the management of KML files to ensure precise geographic representation on the Dispatcher Gantt.

Advanced user with experience building dynamic reports, validating large datasets, and providing performance clarity via Excel. Comfortable with complex formulas, nested logic, pivot tables, and conditional formatting. Skilled in developing Visual Basic macros to streamline workflows and reduce manual effort. Frequently use Excel to stage, reconcile, and clean data before importing into Salesforce (Full ETL lifecycle) or preparing audit-ready summaries.

Skilled in using Visual Basic for Applications (VBA) to automate manual tasks and enhance workbook usability. (See example in Projects / Solutions.)

Designed and implemented a bilingual IVR system integrated with Salesforce, improving call flow and enabling after-hours task creation through voicemail tracking. Included advanced reporting capabilities and custom call dispositioning for better analytics and performance insight.

Used NICE IEX to build and maintain workforce schedules, track agent adherence, and optimize staffing across multi-site contact center operations. Created forecast models to align resources with call volume trends and service level goals. Monitored intraday performance to identify gaps, adjust scheduling in real time, and reduce service disruptions. Worked closely with analysts, team leads, and senior leadership to translate performance metrics into actionable workforce strategies.

Created dashboards and visualizations to support executive decision-making, workforce planning, and operational transparency. Used Power BI to track KPIs, call volume trends, service levels, and staffing metrics across multiple departments. Integrated data from Excel and other sources to create clear, interactive reports that helped leadership understand performance drivers, identify gaps, and take action faster.