Sales Operations

From designing how to find and track prospects, through quoting (including CPQ), through executive level sales reporting, and everything revenue-related in between.

Custom Salesforce Builds

Take advantage of the Salesforce standard functionality where possible, but also extend the system’s capabilities to match your business goals and/or mission statement where necessary.

Mobile Golf App

Designed and built custom desktop  app for tracking partnerships, sponsorships, and planning of charity golf  tournaments. Also includes attendee-facing mobile app that drives donations, highlights sponsors and partners, spotlights each hole on the course, and collects scramble golf scores digitally.

Customer Service

Keep it simple and just customize Cases, or design a global Omni-channel strategy that leverages chat, chat bots, field service, call centers, and the like.

Simplifying Salesforce

Combine array of my Salesforce experience, deep technical familiarity with the platform, and creative storytelling prowess to simplify Salesforce’s complex features and avoid over-engineering and overspending.

Global Events Solution

Designed to track the largest global sporting events, power the operations of everything at your event from zoning and licensing, to volunteer management, to facility operations, and competition schedules and results.  Consider this pre-built solution as a starting point to be customized specifically to your event, no matter the size.

Design & Strategy

From deciding the long-term role of Salesforce within an organization, to redesigning how users engage with data, both macro and micro strategy and design are key to a system’s success.

Training & Education

Fast track the skills of your Salesforce resources through context-based Salesforce learning projects that teach both hard and soft skills.

Test Scripts in Salesforce

Streamline the DevOps process with a strategy and tool that simplifies testing efforts and reduces UAT windows from weeks to days, with few to no reported defects.

Karl Storz

As a testing team lead, I overhauled the end-to-end and persona-based testing phases to follow a more narrative approach that not only kept testers engaged in the process, but also allowed for them to test quickly, reducing the projected testing scope by over one week, in total. By anchoring the testers in familiar scenarios, they were able to test without issue or defect.

Meta

Meta is the parent company to Facebook, Instagram, Oculus and Workplace. I was the functional lead on an overhaul for the User Experience Research team, optimizing the process of recruiting for studies, screening participants and compensation. This project included integrations to Qualtrics and AdobeSign along with other homegrown products.

AmazonAir

AmazonAir is the portion of Amazon that handles shipping products to and from airports around the world. I led a work stream for 3-4 months to expand and improve the training process required for employees in charge of loading and unloading planes. Updated underlying architecture to accommodate scale and better mimic LMS structures for upcoming integrations.

TransUnion

TransUnion, one of the three main credit bureaus, converted their call centers in Manila, Guatemala, and Philadelphia onto Salesforce, with several Service Cloud staples and some Service Cloud newcomers like an AmazonConnect integration. I also laid the groundwork for expanding this functionality to the customer support team in the United Kingdom with call centers in Lithuania.

Oregon Beverage Recycling Collective/BottleDrop

OBRC is a non-profit organization with multiple locations throughout the state of Oregon for members to drop off recyclable materials to earn points, redeemable within the collective. Their instance of Salesforce uses the Experience Cloud as a self-service portal for members, live chat, and an Einstein Bot to handle offline visitors.

NEXT Trucking

NEXT Trucking brings together all components of moving containers into a user-friendly app and marketplace for drivers and long-haulers to bid on work. This system involves intricate integrations with Atlas, NetSuite and other platforms critical to operations. The focus of this project is to re-design the underlying data infrastructure to be less code-driven, therefore, better utilizing Salesforce’s core functionality where possible to ensure a higher likelihood of scalability. With goals of expanding to new ports, the efficiency of the underlying system, and data pushed to the marketplace, is critical.

HilcoStreambank/IPv4.Global

HilcoStreambank, a subsidiary of Hilco Global, is a New York based firm that manages the sell of intangible assets like IP Addresses, domain names, patents, copyrights, logos and brands. This instance of Salesforce relies heavily on Sales Cloud along with an integration to NetResults for email marketing, and Outlook Lightning Sync.

Humana

Humana’s internal process for requesting documents, reports, credit cards, etc. all runs through a Salesforce Community. That Community was built with over 200 different VisualForce pages. This project was two fold: first to leverage the standard Salesforce Communities styling functionality to create a more branded, modern looking user interface and then, second, to redesign the underlying structure of the request process to better leverage standard Salesforce functionality, reduce the management of code required by the IT team and reduce the level of expertise required to maintain the system so that the IT team can be more useful.

Los Angeles Area Chamber of Commerce

The LA Chamber of Commerce is the hub of business and entrepreneurship in the second largest city in America. They have decided to move to Salesforce and leverage Communities as a way to manage memberships, events, fundraising, and communication. The focus of this project is to build and design an infrastructure that supports the myriad programs that the LA Chamber offers, each with its own necessary protocols, but also streamlines those processes in as many ways as possible to ensure consistency throughout the organization, in the wake of recent personnel changes. This project includes Salesforce Communities, Sales Cloud, Service Cloud, Blackthorn Events & Payments, a Quickbooks integration and Pardot.

QLess

QLess is a cloud-software company with a product that keeps people from waiting in lines. By queueing customers and calling or texting them back when an agent is ready, this product is already revolutionizing historically inefficient processes like those at the DMV. This instance of Salesforce used a traditional Sales Cloud model, along with integrations into outbound dialing platforms Connect & Sell and SalesLoft. By combining the functionality of all systems, this project encouraged sales managers to build customized lists and add them to reps queues and allowed the sales team to reach their monthly pipeline goal just four days after roll-out.

Human Capital Institute

HCI is an industry leader in human resources training and certification. Based in my hometown of Cincinnati, HCI hosts hundreds of virtual and in-person events each year, and uses Pardot and Sales Cloud to keep track of everything. This project is designed to improve the efficiency of existing processes, streamline integrations and internal processes to simplify development and prevent CPU timeouts, and also to build an infrastructure to handle their upcoming website launch.

Institute for Nonprofit News

The Institute for Nonprofit News is a nonprofit organization that supports the maintenance of journalistic standards amongst various media outlets. This project actually wasn’t Salesforce, but rather NeonCRM, a simpler database but with worthwhile membership features included. Throughout this process, I helped INN with the initial system selection, requirements gathering, implementation of the system and end-user training.

My Grads Get Jobs/KP Connect

Krista Parkinson is an adjunct professor at the University of Southern California, and former talent agency executive with a consulting company, My Grads Get Jobs, designed to help young professionals break into Hollywood. Her Salesforce instance leverages standard Sales Cloud along with a few custom integrations to allow her to track her clients, their resumes and the various talent agencies, production companies and TV shows that she recruits for.

Renovation Facility Services

Renovation Facility Services is a construction and project management company that does renovations and upgrades of all of your favorite national chain restaurants. Their instance of Salesforce supports the ability to track new prospects, plan construction projects, schedule resources and track billing. Integration with a photo sharing app allow crews to capture and share photos of progress and a custom integration to Quickbooks makes the reconciliation of accounts payable and receivable take minutes instead of hours. They even have processes around their profit margins, ensuring that no projects are quoted that don’t make them money.

ZRS Management

ZRS Management is a property management company that owns and oversees over 100 apartment complexes across six states. Their instance of Salesforce leverages Service Cloud as a help desk for employees to ask questions of, and submit maintenance requests to, headquarters through a Salesforce Community. They also used custom code to automate their regular maintenance schedule. The Community also serves as a place for employees to complete trainings through an LMS integration and access some company documents, as well. Accessible only by headquarters employees, the system also integrates with a project management product from the AppExchange to automate the steps and tasks required for acquiring or selling those properties.

Manufacturing Repair & Overstock

Manufacturing Repair & Overstock is a repair company that fixes large machinery. Their instance leverages Sales Cloud to manage inbound Leads, price repairs and generate quotes. It uses Service Cloud to receive machinery and track it through the finding and ordering parts, completing the repair and shipping it back. They also have a custom pricing mechanism and process that uses repair cost data to influence sales amounts, maintaining their margins.

Sunnyland Farms

Sunnyland Farms grows all types of nuts, packages them and then sells them in tins and in baked goods. Their instance uses Sales Cloud to process phone orders at the call center in Ohio and mail orders to the farm in Georgia; the integration with their website feeds in web orders as well. Using APEX code, the ordering process mimics their sales call scripts and even alerts agents when products are out of season or cheaper bought in bulk. Their Salesforce system essentially filters all orders and sends vetted data to external shipping system.

First Class Real Estate

First Class is a residential real estate company in Virginia with multiple branch offices to manage. Their instance of Salesforce integrates with Zillow, Apartments.com and RedFin to capture leads at their properties. Some custom APEX routes the leads to the appropriate branch based on the proximity of the property they were interested in. A Salesforce Community allows employees to view their leads, send questions to headquarters and clock-in after hours. The rules and integrations made it so that agents could call Leads much more quickly, sometimes while they’re still on the website.

Forte Group

Forte Group is a buying group comprised of other companies interested in either buying or selling bathroom hardware. Their modified Sales Cloud instance tracks and reports out sales and rebates. Their Salesforce Community allows buyers to track their sales within the group and gain access to vendor information.

Goodwill Southern California

Gone are the days of trying to keep that Goodwill receipt from spring cleaning through the next year's tax season. Now, at Goodwill locations in Southern California, attendants are collecting donations on tablets that feed Salesforce. I built custom reports, conducted training and updated the security model so that this technology can be utilized and managed at the over 100 Goodwill stores and donation centers in Southern California.  

Special Olympics New Jersey

Taking the macro lessons learned from Special Olympics World Games, I helped identify and optimize the processes occurring daily on the micro, or local program, level. Replaced disjointed spreadsheet processes with streamlined and automated processes to support sports registrations, young athlete registration, local training program registration, Unified Partner registration and Play Unified grant request tracking.

Clinical Care

The goal of this project was to increase efficiency in the neuroscience clinic. By creating a digital way for patients to indicate their symptoms, doctors can enter the exam room equipped with more of what they need to diagnose more quickly. 

Concussion Baselines

The Steve Tisch UCLA BrainSPORT program is the nation's leader in baseline concussion research. They have devised baseline testing protocol already and this project is to, first, automate the alerts that go to coaches, trainers, parents, etc. when the results of an On-the-field exam after a potential head injury stray too far from that athlete's baseline scores and then, secondly, to package that all up and make it available to other schools, universities or sports teams to use and contribute to. 

Operation Mend

Operation Mend is a charity created between the US Military and UCLA to provide unlimited medical treatment to qualifying veterans with a traumatic brain injury or post traumatic stress disorder. 

They fly their patients to UCLA periodically for a three-week treatment on-site. 

While in Los Angeles, they match the patient and their family up with a volunteer family of similar structure or interests to make their stay as enjoyable as possible. They use Salesforce to house the data on both the client and volunteer side. 

This project is to streamline how patients give their volunteer preferences and how volunteer families share information about themselves, and then optimizing the process of matching patients to volunteer families. 

Lionsgate Motion Pictures

Previously, all of Lionsgate motion pictures were tracked in a series of spreadsheets: actors over here; scripts over here; contracts in this spreadsheet; submissions in that database; expenses in that one document that only Accounting can edit, etc. This transformational project, which only took 9 days to architect and configure, combined all of these components into one system complete with automated alerts for all team members making a streamlined process from concept through post-production.

Heal the Bay

The project with Heal the Bay began with an outdated version of the Nonprofit Starter Pack (NPSP) and several years of disjointed custom development that made it impossible to see data the desired way in Salesforce. First we updated the data model for the current version of the NPSP and then we implemented their membership cultivation strategy as automated emails, alerts or reports. We also integrated Salesforce with Emma email software and Eventbrite and built a custom way to account for direct mail donations. 

Foster Nation

Foster Nation is a nonprofit aimed at creating opportunities for foster youth that age-out of the system without any support. Through career development programs, entry-level employment opportunities, and a garage full of donated clothes that are free for foster youth to take for interviews, Foster Nation is making a real impact in a forgotten space that leaves 26,000 kids at risk for homeless each year. For this project, we used Salesforce as a storytelling platform to collect stories from the community, and then work them into the marketing and communication strategy.

Asset Avenue

Asset Avenue was a startup FinTech company building a commercial lending platform, comparable to LendingTree. The company has since dissolved, but Salesforce was used along with a custom algorithm to determine mortgage rates for an applicant in just a few seconds, to collect offers and manage the almost yearlong sales cycle.

Special Olympics World Games Los Angeles 2015

With venues spanning over 200 miles of the Southern California coast, participants from 163 countries, over 30,000 volunteer applications and a 400 car motor pool for 12 days, the world’s largest sport-and-humanitarian event of 2015, Special Olympics World Games Los Angeles 2015 utilized Salesforce as the primary database for internal operations. I served as Director of CRM and Digital Products where I architected a design that supported 18 different internal business processes that populated a dashboard that drove executive decision-making during the Games.

How your Anchor Experience Can Help with First Impressions

While trying to gain footing in the Salesforce ecosystem, it may be difficult to see how the exercises in The Salesforce Anchor actually help on the job. A lot of the program benefits are for those still searching for their first job but there are also transferable skills that can be applied in the first thirty days of that job to really make a splash.

How The Salesforce Anchor Aligns with Pre-Sales Roles

One of the early decisions that a new Salesforce professional has to make is which track is best for them: admin, developer, consultant, architect, business analyst, etc. There’s a version of each of those tracks that I’ve noticed often gets overlooked so I wanted to take some time to dive into that for those who haven’t yet been exposed to it.

Quick Actions and Related Records

When designing lightning record pages for scenarios where users have to refer back to parent records often, consider using quick actions, displaying them through the “Related Record” lightning component and updating the lookup filter to a record “upstream.”

Introducing: The Salesforce Anchor Program

I never studied business in college. I never studied computer science or anything tech in college. I was a creative writing major, writing poems and short stories to earn the grade, which I ultimately did. After my plans to work in the NFL fell through, I was introduced to Salesforce…