Key Skills

Jessica Ziegler

MALDEN, MA 02148

● Salesforce

● Marketing Automation

● Business Analytics

● Process & Workflow

Management

● Data Integrity Evangelist

● Adoption Developer

● Technical/User Support

● Complaint Resolution

● Reports &

Documentation

● Operational Efficiency

● Strategic Business

Development

● Web Content

Management

Salesforce Apps

● Salesforce.com

● Force.com

● Data.com

● Salesforce Data Loader

● Salesforce Sandbox

● VisualFlow Designer

● Process Builder

● License Management

App

● AppExchange

● Salesforce1

● Salesforce Communities

● Sales Cloud

● InsightSquared

● Lead Distribution Engine

● Tinderbox

● Pardot (a Salesforce

Co.)

● Exact Target

● Marketo

● Jitterbit

● Hoopla Software

● Active Prime De­Duping

● DupeCatcher

● Dupe Eliminator

● DupeBlocker

● Former Positions

● DataTrim Account

Organizer

● HubSpot

Cell: 360­473­3639 downnjersey@gmail.com

Salesforce Admin & Pardot Admin

Sales Cloud Specialist • Success Community Moderator • Force.com Developer

Career Snapshot

● 5+ yrs Salesforce.com Admin.

● 4+ yrs Marketing Automation.

● 1 yr Salesforce Developer

● 2 full Salesforce.com Integrations in Global Software Development Companies

● Multiple Salesforce + Pardot GUI Beta Testing for Customer Success

Community

● Moderator and Group Lead for Salesforce/Pardot Support and User Adoption

Community

PROFESSIONAL EXPERIENCE

IHRDC (INTERNATIONAL HUMAN RESOURCES DEVELOPMENT CORPORATION)

SALESFORCE ADMINISTRATOR

BOSTON, MA 12/15 ­ 7/16

● Leveraging Salesforce, achieve process optimization and increased transparency

between Sales, Marketing and Executives while defining processes and best

practices for managing sales pipelines and successful client relationships.

● Lead / Assist with user requirement sessions and document user requirements to

address changing business needs

● Build & maintain more efficient email campaigns utilizing customized Pardot forms

integrated with current company web platform.

● Drive and increase Salesforce user adoption and ensure front end user

satisfaction, including developing, documenting and delivering training.

● Create a more efficient and easy to use CRM with seamless Salesforce

configuration including: Custom Objects & Fields, Workflows, Validation Rules,

Record Types, Email Alerts, Approval Processes, Reporting & Dashboards.

● Marketing automation super­user

● Develop strategies for inbound and outbound campaigns to build data integrity,

measure and refine email and progressive nurturing campaigns and increase

qualified opportunity creation with Salesforce/Pardot marketing automation

● Research changes in upcoming versions of Salesforce.com and other integrated

applications; provide recommendations for enhancements and modifications to

improve system performance, efficiency, internal business process, and reporting

when necessary.

● Conducted GAP and risk analysis, as well as cost assessment and enhanced

business process

● Extensively engaged in managing the Salesforce.com implementation project

and create a structured and logical project document repository such as Wiki and

JIRA

● Conducted administrative duties which include working with C­ level executives,

and end users to identify various business processes across all business

operations to gathering requirements, communicate and develop objects, triggers,

automation rules and workflows to be translate into Salesforce.com terms

● Diagram and validate UI prototypes utilizing Salesforce.com Sandbox, as proof of

concept (POC), as well as develop screen navigation flows

● Primarily involved in the development of business applications for each team as a

guideline for user adoption

Training & Certifications :

● OFAC Certified

● Data.com for

Salesforce.com Certified

● HTML5 Certified

● Heads Up: Concussion in

Youth Sports

● Level 2 WFTDA

Non­Skating Official

● Certified OSHA

Compliance and Safety,

Renewed 2010

● American Heart

Association CPR Certified

2010

COUNCIL ON INTERNATIONAL EDUCATION EXCHANGE (CIEE)

SALESFORCE SYSTEMS ANALYST

PORTLAND, ME 6/15 ­ 12/15

● Maintain Salesforce operations for an international Non­Profit in:

○ 3 separate Unlimited Non­Profit Salesforce orgs

○ 362 Sales Cloud users

○ 77 Service Cloud users

○ 220 Partner Community users

○ 500 Customer Community users

● Assist in creation of all Partner and Customer Communities and provide guidance

on configuration as the Business Subject Matter Expert (SME)

● Serve as the Salesforce SME on the “Forefront” Project, an effort to migrate 15

legacy homegrown systems, and 3 Salesforce orgs into 1 unified Salesforce org

for all international Partners, Agents, Community users, and internal business

while maintaining compliance requirements with government entities such as the

Department of State

● Function as Salesforce systems Admin for all international and domestic

businesses not related to the “Forefront” project

● Salesforce development in Marketo­SFDC integration, Data Model Design,

including configuration, process and security.

● Develop, create and maintain all reports and dashboards.

● Collaborate with stakeholders, define business requirements, and perform

business analysis to streamline existing processes, support deployment,

configure and test systems to ensure successful implementation of stakeholder

business requirements.

● Log and track identified system issues through resolution.

● Research solutions as the business requirement expands functionality for current

environment.

● Provide ongoing support and training to new users.

● Create and maintain documentation on processes, policies, application

configuration.

INSIGHTSQUARED

CAMBRIDGE, MA 12/14 – 5/15

SALESFORCE EXPERT

● Maintain Salesforce operations for 137 Sales Cloud users in Enterprise org.

● Application Software Designing, Development, Testing and Implementation. This

involved hands­on design and development using Force.com Platform,

VisualFlow Designer (Flow), Process Builder, Apex Triggers, Apex Classes, and

Apex Test Classes.

● Salesforce customization, security access, creating profiles, roles, users, page

layouts, email services.

● Development of standard Data structures, designing Custom Objects, and build

automation between cross­object field updates through Flow and Process Builder.

● Defined Lookup and master­detail relationships on the objects and

created junction objects to establish connectivity among objects.

● Development, Administration, Configuration, Implementation, and Support of

Salesforce, and applications based on Apex Language and

leveraging Force.com Platform

● Worked with business opps group for requirement gathering,

planning, and implementation.

● Created new User Accounts and assigned Profiles as per their role in role

hierarchy.

● Responsible for enhancing existing UI functionality with customized page

layouts for Standard/Custom objects and assigned Record Types to ensure

proper flow of business processes as needed for each opps groups.

● Diagnose and resolve problems due to defects escalated to support staff and/or

development team.

● Created Data Validation rules and Formulas as per business requirement.

● Created Workflow Rules to automate Tasks, Email Alerts, Field Updates, and

time­dependent actions.

● Per Customer request, designed, and developed Apex Classes, Apex Triggers for

various functional needs in the Salesforce application.

● Governance of data limits, daily API calls, and data manipulation needs of the

application using platform database objects.

● Packaged and Deployed customizations from Sandbox to other Production

environments .

● Involved in Salesforce.com Application Setup activities and customized apps to

match the functional needs of the organization.

● Used the Sandbox for testing to ensure minimum code coverage for the

application to be migrated to production.

● Maintained data cleanliness and accuracy by adding custom validation rules,

custom formulas, reports and dashboards.

● Involved in the defect tracking, fixing and enhancements

INTELLICHIEF, LLC

SALESFORCE.COM ADMIN

TAMPA, FL 10/13 – 12/14

● Conducted GAP and risk analysis, as well as cost assessment and enhanced

business process of Salesforce.com implementation and Pardot integration from

legacy CRM

● Develop test scripts, executed user acceptance testing (UAT), participated in the

QA process, and develop training materials and system documentation

● Extensively engaged in managing the Salesforce.com implementation project

and create a structured and logical project document repository

● Led the successful implementation of Salesforce.com from legacy databases

while consulting the Executive, Sales, Marketing and IT teams to identify key

requirements and launch an enterprise­level CRM.

● Establish and implement best practices with regards to system maintenance,

configuration, development, testing, data integrity, backups, etc.

● Marketing automation administrator, from implementation to go­live with

Salesforce Marketing Automation; Pardot

● Translate business requirements into software requirements specifications (SRS)

and creating High Level Design documents through wireframes using MS Visio

prior to Salesforce.com implementation

● Conducted administrative duties which include working with C­ level executives,

and end users to identify various business processes across all business

operations to gathering requirements, communicate and develop objects, triggers,

automation rules and workflows to be translate into Salesforce.com terms

● Diagram and validate UI prototypes utilizing Salesforce.com Sandbox, as proof of

concept (POC), as well as develop screen navigation flows

● Using Force.com, designed and deploy custom tabs, validation rules and

workflow, define related tasks, email alerts, field updates, and completion actions

for automating business logic.

● Primarily involved in the development of business applications for each team as a

guideline for user adoption

● Deployed, configured and supported Salesforce.com applications for demo /UAT

for various line of business, prepared deck for UAT, gathered feedback and

followed up with further updates on the prototype and related documents.

● Moderate monthly scrum meetings for Salesforce.com custom app

implementation.

● Post Salesforce and Pardot deployment, liaison between business clients and

technology team­developers, system architecture, and QA Testers to ensure

adequate workflow

● Using Salesforce Marketing Automation (Pardot): creating email marketing

campaigns to drive lead generation, track, measure and analyze ROI of marketing

campaign, identify marketplace trends and areas for growth opportunities

● Data management: Perform data integrity and manipulation tasks such as

merging duplicate records and establishing proper ownership of existing accounts

and contacts in accordance with sales territories

NEWSCYCLE SOLUTIONS (Formerly SAXOTECH, INC.)

SALESFORCE.COM ADMIN

TAMPA, FL 5/10­10/13

● Leveraging Salesforce, achieve process optimization and increased transparency

between Sales, Marketing and Executives while defining processes and best

practices for managing sales pipelines and successful client relationships.

● Maintained and supported standard & custom Salesforce functionality for over

200 users worldwide in 9 language settings (Danish, Finish, German, Swedish,

Spanish, French, Russian, Italian, and English)

● Maintain continued support during Corporate merger increasing users from 200 to

500 users and independent contractors

● Lead / Assist with user requirement sessions and document user requirements to

address changing business needs including integration of new Salesforce

platform to incorporate full departmental integration with 3 rd

party systems;

systems to include OpenAir, JIRA, Baseview, Marketo, DocuSign, Box.com

● Build & maintain more efficient web lead assignment rules and email drip

campaigns utilizing customized Pardot forms integrated with current company

web platform.

● Drive and increase Salesforce user adoption and ensure front end user

satisfaction, including developing, documenting and delivering training.

● Create a more efficient and easy to use CRM with seamless Salesforce

configuration including: Custom Objects & Fields, Workflows, Validation Rules,

Record Types, Email Alerts, Approval Processes, Reporting & Dashboards.

● Marketing automation super­user, from implementation to go­live; with vendors

including Pardot, Hubspot, Marketo and Vertical Response

● Define all call, email, social media and trade show campaign parameters,

deadlines and specific targeted message or call to action using Salesforce

campaigns.

● Develop strategies for inbound and outbound campaigns to build lead database,

measure and refine email and progressive nurturing campaigns and increase

qualified opportunity creation with Salesforce/Pardot marketing automation

● Utilize lead generation outlets, such as Data.com, to build larger reach in targeted

industry. While reviewing and outlining qualified contacts and leads through lead

scoring.

● Research changes in upcoming versions of Salesforce.com and other integrated

applications; provide recommendations for enhancements and modifications to

improve system performance, efficiency, internal business process, and reporting

when necessary.

NON­SALESFORCE PROFESSIONAL EXPERIENCE

MARKETING & SALES MANAGEMENT

BUSINESS DEVELOPMENT & OPERATIONS

4/06­5/13

2/05­4/08

Education

2004 ­ 2005 Rockwell Institute (Bellevue, WA) ­ Real Estate Fundamentals

2001 ­ 2003 Everett Community College (Everett, WA) ­ Psychology, Sociology,

Mathematics, Advanced English & Creative Writing