Karen Spence

SkySpecs (Remote) October 2022 - Present
Senior Salesforce Administrator

• Currently leading a new implementation of a field service managed package (alongside the vendor) designed for the energy industry, which will add 100 users to Salesforce as platform user.


• Review backlog and support requests with Salesforce steering committee weekly, and divide up the projects as part of an overall cleanup and standardization of the Salesforce platform to improve data quality and streamline automation and integrations.


• Currently upgrading Ironclad from a legacy version, while taking the opportunity to build out more datapoints in Salesforce to enable us to manage contractual terms, implement more automation, and improve reporting data.

Stord, February 2022 to August 2022 (Remote)(Company-wide layoff)
Senior Salesforce Administrator

• Configure, implement, and manage Salesforce and all managed apps/integrations installed or integrated with Salesforce, including DealHub CPQ, Zendesk, Zoominfo, Chorus, Groove, LinkedIn Sales Navigator, HubSpot.

Cofense, April 2020 to February 2022 (Remote)

Sr. Salesforce Automation Systems Administrator

• Configure, implement, and manage Salesforce and all managed apps/integrations installed or integrated with Salesforce, including DealHub CPQ, Zendesk, Archiver, Ironclad, Outreach, LinkedIn Sales Navigator, ZoomInfo, Marketo, HubSpot, Outpost, Loopio, etc.
• Currently building out and implementing DealHub CPQ; piloting an AI pipeline management system and reviewing an ABM app to improve revenue operations and lead quality respectively
• Completed full-scale data cleanup and restructuring of the Salesforce org to simplify user experience for Sales and Customer Success, and continue to do so on a quarterly basis
• Migrated the company’s Salesforce org to Lightning shortly after starting, which involved redesigning the new UI, and user training
• Developed a deep understanding of Zoominfo and Buyer Intent to train Sales as a regular part of their prospecting plan to improve lead capture and prevent lost business
• Regularly analyze data integrity issues and make suggestions for improvements to ensure data is clean and deduplicated
• Govern over change and automation requests twice weekly with Sales Ops team members and stakeholders to assure consistency and overall integrity of the entire org
• Review(ed) and resolve(ed) Salesforce governor limit violations, minimizing to near 0% since starting the company

Total Administrative Services Corporation, May 2019 to April 2020 (Remote)
Sales System Administrator (Salesforce, HubSpot, Pardot)
Salesforce Administrator for this mid-sized company with around 130 users focused on Sales Cloud

• Manage all Sales Systems including Salesforce, HubSpot, Pardot, Formstack
• Rearchitected existing customization including account and opportunity hierarchy
• Configured Lightning Sync for Outlook mainly for Events, but also Email
• Implemented Cases (including email to case) for internal support and enhancement management
• Built out and implemented HubSpot for new product launch for large market
• Manage and update complex purchaser details application built in Formstack
• Identify, implement, and manage integration opportunities with Salesforce, such as GovWin IQ Connector, to streamline the company's government contract/RFP opportunities process

Independent Salesforce Consultant, March 2017 - May 2019
Salesforce consulting services for nonprofits, small, medium, and large businesses

City Year, Inc. Boston, MA, October 2015 – February 2017
Business Systems Manager

Standard Salesforce Administrator responsibilities for 2 Salesforce orgs for Development, Corps Recruitment, Finance & Marcom:

• Setup Users; assign profiles/roles; setup SSO through Okta.com; create/manage queues, maintain/enhance sharing rules, maintain lead and case assignment rules; create/manage workflows, processes, visual flows; develop validation rules to enforce data integrity; create complex reports; train/assist users; create/build out new objects, record types, layouts, sales and lead processes, custom fields
• Manage large installed nonprofit package (NGO Connect) in support of gift processing (opportunity object), custom settings, and additional custom objects
• Troubleshoot technical issues for ~550 users, assist ~3,000 portal/communities users with access issues when needed Identify and build solutions for enhanced functionality
• Elicit and document enhancement requirements from businesses/stakeholders
• Write UAT plans and conduct testing
• Deploy development from sandboxes to production via change sets
• Troubleshoot and resolve integration issues
• ETL tools: Demandtools and Dataloader

Houghton Mifflin Harcourt Publishers, Boston, MA, April 2015 – October 2015
Senior Technical Analyst – Salesforce (Unlimited edition, Sales and Service Cloud)

• Managed backlog of salesforce technical enhancements and defects from various business units
• Ran standing meetings with the business unit liaisons to track requests and ongoing issues
• Documented detailed requirements to capture business unit requests, or, at times, oversee the documentation of same by Business Analysts
• Performed SFDC configuration changes, including field maintenance, workflows, sharing rules, validation rules, and approval processes, reports and dashboards, ETL, Web-to-Lead, Email-to-Case, Web-to-Case setup, assignments and queues, etc.
• Troubleshot and resolve production errors and failures
• Represented business units in the daily scrum, including drafting Agile Stories
• Coordinated the logistics of UAT

John Hancock Financial Services, Boston, MA July 2014 - April 2015
Senior Business Analyst

Analyzed, built and implemented enhancement requests from two business units using an Agile process, as well as troubleshot and resolved production issues for new multiphase company-wide implementation of Salesforce.

Project Analysis and Support

• Managed the build-out/customization for new business group’s migration from Smart Office to Salesforce, complete with creating over 70 new text, lookup; formula; and pick list fields for Lead and Account/Contact objects (and mapping); creating new workflows and other automation including identifying and implementing solutions requiring Apex trigger development
  • Created Profiles, Permission Sets, Sharing Rules and Workflows to manage access to sensitive information such as Personally Identifiable Information (PII)
  • Employed field level security against fields and page layouts to limit user access to or visibility of certain fields
  • Created new record types to limit shared pick list values and notes/attachments access to current profile only
    
• Troubleshot and resolved production issues, including those involving multiple integrations from legacy systems
  • Stepped in and resolved integration issues for one business unit after weeks of daily delta failures from inception
  • Became the go-to person for both businesses to resolve any integration breakdown

General Business Analysis and Support

• Interacted with business unit members to gather and document enhancement requirements for quarterly sprints
• Analyzed and identified solutions for declarative and/or development customization for business unit requests taking into consideration existing customization to avoid conflicts
• Conducted preliminary testing prior to User Acceptance Testing (UAT)
• Managed UAT with Business users and provide feedback to the Development team (when solution is development) for adjustments when necessary
• Designed and deployed Workflows, Validation rules, Queues, Web-to-Lead, and Auto-Response Rules for automating business processes
• Administered/troubleshot installed AppExchange packages like DocuSign, as well as research other apps to improve business processes
• Assisted with Avaya CTI salesforce application implementation, which provides agents with click-to-dial and screen pop capabilities

Tekscan, Inc., South Boston, MA, May 2012 – July 2014
Salesforce Administrator & Project Manager

• Managed day-to-day operations of Salesforce CRM and Marketo Marketing Automation systems for the sales and marketing teams, product managers, billing/order entry, and senior managers by:
• Creating and customizing fields, building formulas; building and scheduling reports; designing dashboards; editing/updating VisualForce pages; creating automated workflows that include tasks,  email alerts, and field updates
• Developing and implementing plans and procedures to increase operational efficiency
• Perform ad hoc requests, issues, and training on a daily basis
• Managed company's Phase III implementation of Marketo Marketing Automation system, complete with auto task creation, workflows, scoring and lead nurture programs, Sales Insight interesting moments, and web form/landing page creation
  • Built and oversaw over 600 programs to accommodate the company's four divisions
  • Oversaw all marketing department’s creation of programs, forms, and landing pages
  • Provided weekly training and information sharing on Marketo best practices
  • Implemented combined Salesforce sharing rules, workflow and Marketo Smart Campaigns to limit Marketo’s access to certain records
  • Collaborated regularly with Web Specialist to ensure optimum lead handling and process flow of form fills for organic and CPC (pay per click) lead capture
• Managed company’s Phase II implementation of Salesforce, which involved complex customization of Opportunities including Custom Work Order, Discounts, and Shipping record Objects. In addition:
• Elicited multi-departmental requirements
• Architected layouts and workflow processes
• Performed substantial data cleansing (ongoing)
• Communicated regularly with development consultant
• Conducted weekly status meetings, facilitating multilevel approval processes, and developing formal training materials in preparation for rollout
• Implemented new Record Types for managing Distributor, Manufacturer’s Rep and Standard Account types to provide appropriate layouts and data for each, including:
• Creating rollup summary fields and formulas to provide current and previous year total sales figures, current contractual discount structure, distributor and rep annual plans, exclusive and nonexclusive territories, and contractual terms for each Distributor/Rep Account record type
• Analytics: built over 100 complex sales and marketing management reports and associated dashboards for senior management (President, VPs), marketing and sales teams
• Created profiles and roles based on organizational role hierarchy and implemented record-level and field-level security and sharing settings for 55 users
• Regularly updated and maintained data integrity using DemandTools and SFDC Data Loader

Independent Consultant
Web & graphic design, salesforce.com customization, e-communication, and event production services for non-profits, 2000 – May 2012 |San Diego, CA/Boston, MA

Community Design Resource Center of Boston, 2008 – 2011 | Boston
Project Director/Interim Executive Director

Boston Museum of Science, 2005 – 2007 | Boston, MA
Web Content Developer/Graphic Designer – 2 year NASA Grant-funded education initiative

San Diego Commission for Arts and Culture, 2002 – 2003 | San Diego, CA
Web Redesign Consultant–Commission for Arts & Culture- 9 month contract

ScanLogic Corporation/Cypress Semiconductor, 1999 –2002 | Burlington, MA/San Diego CA
Marketing Manager/Product Manager

Cypress Semiconductor – Product Manager

• Accepted relocation assignment after the acquisition of ScanLogic Corporation to maximize corporate sales of all Personal Communications Division (PCD) products through implementation of innovative marketing techniques for semiconductor manufacturer
• Scope included managing ScanLogic USB Host Controller product line, along with company website content for the PCD division, developing all visual materials used at various trade shows and coordinating and directing online product training and educational seminars

ScanLogic – Marketing Manager

• Selected to help magnify corporate sales through development of worldwide manufacturer’s representative channel for small startup company that created first USB host/slave controller used in embedded devices such as PDAs, MP3 players, cellular phones, flash drives, and similar devices
• Forged profitable alliances with world-wide manufacturer’s representatives developing ongoing partnerships that increased sales substantially
• Ensured optimum systems functionality for corporate website, designing, uploading and maintaining vital content
  

GTE Internetworking 1997 – 1999 | Cambridge/Burlington, MA
Project Manager and Business Analyst, Web Hosting Division, 1997 - 1999

EDUCATION AND CERTIFICATION
SALESFORCE.COM – Salesforce Admin 201 Certification
UNIVERSITY OF MASSACHUSETTS, Lowell, MA, BLA in English and Legal Studies (Graduated Cum Laude)