• Led the Business Systems team, developed training materials, and mentored new hires

• Administered Salesforce for 50+ users, ensuring seamless operations for sales, marketing, business development, operations, and servicing teams.

• Worked cross-functionally with several teams, including sales, marketing, business development, operations, and servicing teams, to translate business needs into technology requirements to optimize lead and opportunity management

• Established and maintained reporting for sales leadership, providing visibility into pipeline performance and key metrics

• Partnered with marketing team to create marketing journeys, campaign tracking solutions, and lead nurturing workflows within Marketing Cloud

• Designed and developed automated workflows and screen flows to guide users through complex sales and servicing processes, an example of which includes creation of a screen flow to intake a loan application that validates the inputs and propagates data to records across 12 objects.

• Collaborated with business development to refine opportunity tracking and optimize sales forecasting

• Enhanced efficiency of user processes through the use of Flow, Process Builder, Workflow Rule, and Apex.

• Integrated with external systems, both homegrown and third party applications

• Configured and maintained Salesforce Sales Cloud and Service Cloud for 50+ users.

• Supported users by troubleshooting issues, resolving bugs, and completing feature requests.

• Refined existing automations and built new ones based on user feedback provided to business systems team management

• Assisted with data integrity efforts through cleansing initiatives.

• Strengthened security protocols through role-based access controls and permission sets to ensure compliance and data protection

• Increased data integrity through validation rules, duplicate management, and structured data governance

• Designed and deployed custom UI overlays (Nintex Apps for Salesforce) to improve user efficiency

• Built and led the team, established expectations for the role, created processes, procedures, and new hire material

• Created reporting standards to ensure that performance was accurately measured

• Handled escalations, assured quality, and handled inquiries

• Identified process gaps, worked cross-functionally, and built procedures. Examples of which are the establishment of the title search package review and a new QC system

• Provided support to transaction specialists and handled overflow processing and closing responsibilities