CRM System Administrator
| | | | | | Industry Focus: | Information Technology, Sales & Sales Management, Education, Training, & Library | | Job Title: | CRM System Administrator | | Experience: | 10 – 15 Years | | Looking For: | Permanent Full-Time, Work at Home, 1099 Contractor | | Visa Status: | U.S. Citizen | | Salary: | $90000 - $100000 | | Education Level: | 4-Year College Degree | | Security Clearance: | None | | Relocation: | Within Entire U.S. | | Travel Preference: | No Preference | |
ROBERT MELLON
6 Saverys Pond Road, Plymouth MA 02360 | PH: 508-833-0873 | Cell: 781-361-2799
Email: crmpro99@yahoo.com | Web Profile: http://linkedin.com/in/robmellon
CRM Focus Expert Group - www.focus.com/profiles/rob-mellon-1/public/
CAREER PROFILE
Five-plus years of experience as a Salesforce.com Administrator coupled with strong technical aptitude, exceptional business analysis skills and demonstrated project leadership experience.
CORE COMPETENCIES
End-User Training and Support | Case Management | Technical Writing | Documentation | Application Integration | Quality Assurance Testing
WORK EXPERIENCE
Salesforce.com Administrator - Telesales, January 2008 - April 2009
The Hilsinger Companies | Plainville, MA
Optical Supplies & Equipment
ROLE: Develop, implement and administer new Salesforce.com CRM application for 20 inside sales users in the US and UK. RESPONSIBILITIES: Documented requirements and specifications for system implementation, enhancements, develops consensus for those enhancements; Drove adoption of approved and implemented enhancements throughout the organization and ensured compliance with the system; Worked with sales and marketing management to design and implement forecasts, reports and various performance dashboards; Resolved technical and functional issues with the technical administrator; Managed data loads and data quality; Created reports and dashboards for the management team and customers; Maintained user roles, security, profiles, workflow rules, and other system configuration options; Trained new end users on the application and trained existing users on new features; Stayed abreast of CRM and Salesforce.com best practices; Conducted workflow analysis and application review sessions; Participated in cross-functional teams to address strategic issues involving CRM operations. ACCOMPLISHMENTS: Completed ADM-202 Salesforce.com Administrator Workshop and received Certificate; Collaborated with Marketing Team to integrate new price lists and monthly promotional calendar within SFDC environment, resulting in 10% annual sales growth in a highly resistant market; Extended functionality by integrating custom workflows and approval processes and enhanced email and web analytics applications.
Sales Supervisor, September 2004 - August 2007
Invacare Supply Group | Holliston, MA
Medical Supplies and Equipment
ROLE: Administer and support Sage SalesLogix CRM application for 30 users in marketing, customer service and sales. RESPONSIBILITIES: Maintained, deployed and/or supported application solutions; Consulted with end-users and provided end-user instruction and support; Assumed responsibility for escalation procedures and problem resolution; Managed Service Requests with Sage support personnel; Provided training to new users and maintained/updated end-user training documentation and materials; Supervised inside sales activities, defined and documented new sales processes, and participated actively in new business development initiatives. ACCOMPLISHMENTS: Enhanced system functionality by integrating new email and fax marketing applications, resulting in 20% increase in new business versus prior year; Developed new workflows and approval processes leading to increased agent productivity and accountability; Participated in cross-functional meetings to improve organizational processes.
Marketing Manager, March 2003 – August 2004
Eagle Equipment Corp. | Norton, MA
Automotive Heavy Equipment
ROLE: Administer and support Salesforce.com CRM application for 12 users in marketing, sales and sales support. Develop and implement new Web Marketing Plan and e-Commerce solutions to increase direct-to-consumer channel sales. RESPONSIBILITIES: Managed the support and deployment of SFDC application; Maintained, deployed and/or supported SFDC solutions; Advised on new solutions for enterprise business applications integration and functionality activation; Assessed impact of process changes on the system and guided process definitions accordingly; Consulted with end-users to analyze and understand user needs, objectives, desired features, and input and output requirements; Provided end-user instruction and support to resolve application issues; Provided resolution to issues and assumed responsibility for escalation procedures; Managed Service Requests with Salesforce.com Support; Wrote user documentation for new applications; Developed training materials and provided training to new users; Guided users in the implementation of business processes; Provided detailed business requirements and process definition outlines and flows for developers; Maintained and updated application specific documentation for business processes and end-user training. ACCOMPLISHMENTS: Achieved 100% user adoption within 90 days by providing a comprehensive user training curriculum and ongoing end-user consultation and support; Integrated E-Bay online auction application with Salesforce.com, resulting in more than $300k in new business revenue within twelve months.
Telesales Manager, November 1999 – March 2003
HP Hood | Chelsea, MA
Consumer Dairy Products
ROLE: Establish a fast-growth, results-oriented inbound/outbound sales call center to drive sales for new product programs and support various marketing and field sales initiatives. RESPONSIBILITIES: Collaborated with VAR partners to integrate ERP sales and order entry applications with legacy CRM system; Performed staff recruiting, interviewing, hiring, orientation and training functions; Conducted weekly staff meetings; Attended company sales and marketing conferences; Participated in customer visits with field sales reps and managers; Represented company at various trade shows and seminars. ACCOMPLISHMENTS: Created a successful team-selling environment where inside and field sales reps partnered to identify and close sales opportunities; Consistently met or exceeded target quotas for assigned product lines; Coached and mentored two hires for successful advancement within organization; Developed and sustained relationships with student placement coordinators at local universities.
EDUCATION
Bachelor of Science, Business Administration
SUNY - Buffalo State College | Buffalo, NY
GPA 3.6/4.0
APPLICATION SKILLS
MS Office Suite | Salesforce.com | Seibel | SalesLogix | NetSuite | Oracle eBusiness | SAP | Certificate of Completion - Salesforce.com Administrator Workshop ADM-202, July 2008
AFFILIATIONS
Salesforce.com Discussion Group (Facebook.com)
American Society of Journalists and Authors (ASJA)
Buzzards Bay Habitat for Humanity
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Robert Mellon6 Saverys Pond Rd
Plymouth, MA 02360 US
508-833-0873 (Day)
781-361-2799 (Evening)
rkmellon@yahoo.com
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