Professional experienceWork with
Work with
operational impact.
Selected contributions in Salesforce automation, reporting, and systems integration. These summaries describe my role and its scope.
Automation↗
Salesforce case routing
Defined language-based assignment criteria and partnered with engineering to automate case routing for an operation of about 20 agents and 100 cases a day.
PROFESSIONAL EXPERIENCE
Data & reporting↗
Operational dashboards
Created Salesforce reports and dashboards that brought case status, ownership, and team activity into a shared view for agents and leadership.
PROFESSIONAL EXPERIENCE
Systems integration↗
8x8 × Salesforce integration
Contributed operational requirements and user acceptance testing for telephony routing, call records, and voicemail-to-case workflows.
PROFESSIONAL EXPERIENCE