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 routing.

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

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

Advanced user with deep experience in building dynamic reports, validating large datasets, and driving automation through 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 or preparing audit-ready summaries.

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.

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.

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.

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