Ann Tolchard
Salesforce Admin, B.A. Trainer
Knutsford,Cheshire East
Summary
Senior system administrator and B.A. with 25 years of experience in CRM system optimization, enhancing business processes, and driving revenue growth. Qualified Salesforce admin since 2010, specializing in business analysis and transformation. Proven ability to bridge gaps between technical teams and business stakeholders, focusing on process simplification and stakeholder management. Expertise in troubleshooting, end-user support, process documentation, report development, and training delivery.
Overview
28
28
years of professional experience
1
1
Certification
Work history
Salesforce Administrator, B.A, Trainer
Civica
London
2023.02 - Current
- Working as a key interface between the business and IT to define and document business requirements working within a two week agile sprint framework for both sales and services squads simultaneously.
- Provide administrative and end user support for Salesforce EE, CRM, CE orgs and tools including Clari, Demandbase, SPIFF and Slack.
- Stakeholder management requirements gathering and process simplification, show and tells, workshop facilitation remotely and in person.
- Played a key role in new implementations of Salesforce CRM, Service Cloud and Experience Cloud Orgs including integrations with Eloqua, Clari, Slack, Outlook integration,
- Collected and analysed data, providing recommendations to help improve performance and simplify process.
- Maintain data integrity via Salesforce Data loader
- Designed, created and delivered sales and services comprehensive training programs.
- Supported comprehensive business acceptance testing, training, and documentation.
Senior Salesforce Administrator / Business Analyst
Avaya
Cathedral hill, Guildford, Surrey
1998.09 - 2023.02
- Business Analyst - Salesforce B.A. working on multi-application global projects liaising with business stakeholders and I.T. development to document and co-ordinate requirements with a primary focus on driving sales effectiveness.
- Salesforce Channel, Customer and Associate End User Support - Case resolution for both Sales Cloud and Experience users.
- Channel Partner Deal Registration - Global Process effectiveness, simplification and standardization. Designed, tested, communicated and trained both Avaya Partners and Associates to register product specific incentive deals requiring approval, ensuring process standardization cross all theatres. Driving channel sales to realize Lead Funnel Generation of 6M in FY21/22
- Sales & Channel Lead Generation and Distribution - Focused on sales revenue generation and user adoption. Implemented "Round
Robin" lead distribution process with agreed Channel SLA's, utilizing OOB process automation and reporting. FY21/22 Channel 3 million lead funnel generation. - Experience Cloud Lightning Implementation - Elicited feedback from the channel which in turn drove the requirements to revamp the community, personalizing the Partner experience based on their needs, driving sales revenue, adoption, and end user satisfaction.
- Salesforce Administration – Creation and maintenance of custom objects, custom flows, record types, page layouts, validation rules, approval processes, users, Field Trip, Reports & Dashboards. Data Quality Management using SFDC Data loader.
- Salesforce Scheduler - Sales, Services Cloud. - Driving sales lead generation enabled Anonymous Users to schedule a virtual Product Demo with an Avaya Field Engineer real-time USA, Canada, Nordics, EMEA Created. FY22 Q3/4 Generated 650K Opportunity
Pipeline from 18 Opportunities. - Managed vendor integration Implementation – Sales Cloud - Eloqua Marketing automation , MSoft Marketplace, Kompyte competitor analysis, ServiceSource Connector, Google Maps, MS Outlook, Einstein Activity Capture .
- Salesforce Channel, Customer and Associate Trainer - Design, document and deliver ongoing monthly virtual/classroom training.
Education
Bachelor of Arts - English Literature, Drama.
Surrey University
London06.1992
Skills
- Senior system administrator - End user support, troubleshooting, provisioning, data maintenance
- Stakeholder management - Communication skills, relationship building, SCRUM Agile framework project delivery
- Qualified BA - Process simplification, requirements gathering, documentation, facilitate sprint review show and tell, user acceptance testing, liaising between the business and IT
- End user support - Defect resolution, backlog mgmt and GTM & SOS Sprint Work
- Maintaining Data Integrity - Salesforce data loader, report and dashboard creation, data migrations, PID mgmt
- Qualified Agile project manager
- Training development, creation and delivery (online or classroom)
- Key Applications - Azure DevOps, Visio, Nimbus, Jira, Articulate, Sharepoint, Teams, Slack
Affiliations
- Endurance Swimmer
- Walking
Certification
- Business Analyst (Salesforce Certified)
- Senior Salesforce Administrator (AD201)
- Salesforce Trailhead Expeditioner / Ranger
- Agile Project Manager
- IS09001 Auditor
References
References available upon request.
Timeline
Salesforce Administrator, B.A, Trainer
Civica
2023.02 - Current
Senior Salesforce Administrator / Business Analyst
Avaya
1998.09 - 2023.02
Bachelor of Arts - English Literature, Drama.
Surrey University