Christopher Lee

User Training and Adoption Conducted weekly office hours as well as occasional training sessions for Salesforce basics, CareRev features, common processes, as well as quick efficiency tips Owned and triaged a Slack channel for internal tickets Adoption rates increased from less than 60% in 2022 to over 90% of the support, compliance, operations, and growth team users regularly in Salesforce Automations Schedulable Batch Apex to clean account records, populate account records with desired org metrics, adjust account hierarchy, mass input data on custom object records, and delete spam cases Flows Case routing and field value automation for 20+ org inboxes Automatic case assignment to specific queues/users based on record type, field values, and last assigned Date/Time to Flows that post records to a webhook Apex classes Send case records to webhook Triggers for main standard and custom objects Lightning web components to show datatables on lightning pages Case Routing Custom Object that assigned owners based on field values, last assignment date/time, and user availability without omni-channel CSAT Used flow to customize the HTML body to upsert attributes to Sprig user profiles to track survey takers and Salesforce record data to return values to case records Data Management and Reporting Validation rules for key fields to bolster data integrity Various fields required to move opportunities between stages Rules conditional to related field values, profiles, and record types Dynamic pages with conditional field visibility and section visibility Scheduled automation to remove spam cases and emails, as well as old tasks/emails to reduce storage usage Created reports and dashboards to give the executive team insight on opportunities, accounts, cases, leads, and contacts Created/maintained analytic dashboards including object sync, recipes, scheduled updates/syncs for opportunities, accounts, and cases Slack alerts Triggered from record updates/inserts depending on field values and record types Chatter mentions and feed items sent to slack channel Slack messages provided key data and a link to to the record

User Management Created, maintained, and managed 50+ users Met 1 on 1 to understand how the platform was used to improve user process efficiency Increased adoption rate to near 100% Conducted annual user audits Data Management CRM data management including exports, imports, duplication management, record merging, reporting, and dashboard development Created knowledge articles and support documentation and processes for improved client engagements Weekly data and metadata backups Communicated regularly with internal departments on various requests and projects impacting the database Security Ran quarterly security health checks and security audits (roles, sharing rules, field level security, app and tab visibility) Managed new releases of SFDC and efficiently rolled out new features Actionable Analytics Collaborated with internal and external partners for the definition, planning, modeling, governance, and implementation of Salesforce CRM capabilities Created and maintained reports and dashboards to illustrate organizational data insights Business Process Automation Created guided flows and paths for streamlined, easy process execution Proactively sought opportunities to automate and improve processes Analyzed underlying business processes to generate dashboards for insight, proposed improvements, and trend projection