Eleanor Westwood
Salesforce Administrator
Summary
I am a hardworking, motivated and conscientious individual looking for a new challenge. I have excellent communication and presentation skills. I have the ability to work well on my own initiative or as a team player and enjoy new challenges, whereby I strive to do my best to complete them to a high standard. I possess a flexible and adaptable work ethic, with a can-do attitude.
· Full clean UK driving licence
· Willing to travel
· Successful remote/ hybrid working
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Salesforce Administrator
Coop
10.2020 - Current
- Present
- One of my key responsibilities is to work with stakeholders to define requirements and to customise the platform to ensure that this meets my companies needs
- This is a very fast paced environment where the customer journey along with the agents and business needs are at the front of every decision and development
- Training out our contact center and other business teams using Salesforce and logging of calls and cases.This included giving insight into the best way of working for the customer care and sales teams
- Leading projects to meet deadlines and business needs
- Ensuring that solutions meet criteria along with keeping cost saving in mind
- Implementing a change from the classic platform to the lightening platform ensuring that all items have lightening capability
- Building area specific apps to ensure that all details and business requirements can be actioned
- Liaising with senior stakeholders
- Ensuring up to date knowledge on products to be used by Coop via Salesforce
- Management of the Org/ Dev systems
- Ensuring budget is followed
- Building CRM system from start to end point, ensuring that stakeholders are aware of potential
- Configuring the system for required needs
- Basic understanding of code
- Developing team members and ensuring that training is carried out
- Quality checks on team members work
- Pulling together business cost saving and further development plans
- Developing user stories and user guides
- Consulting across Coop for solutions and potential new business within Salesforce platform
- All references are available upon request
- Conducted tests to identify issues and make necessary modifications.
- Developed and updated databases to handle customer data.
- Resolved problems, improved operations and provided exceptional service.
- Modified databases to meet needs and goals determined during planning process.
- Experience with Flow, Process Builder, Workflow rules and Automation.
- Using knowledge of Salesforce to take on a more consultancy role.
- Currently studying for Salesforce Administrator Cert.
Team Manager
01.2019 - 01.2020
- Managing, engaging and developing Advisors, with a large variety of skill sets
- Holding interviews and sourcing new team members
- Actively develop CRM systems to ensure business optimisation
- Leading and Facilitating various meetings, 121, disciplinary investigations and documented discussions
- Supporting staff development and progress plans
- Building 121 review forms and process’s
- Including return to work forms and criteria
- Implementing change to training programmes
- Managing resources and SLA, for multiple teams at one time.Ensuring forecasting is accurate and FTE increased where necessary
- Managing and improving KPI performance, both team and business performance
- Managing strategy and delivering change within the business services teams
- Maintaining relationship between business services and outsourced partners
- Meeting and liaising with senior stakeholders, providing KPI’s and regular optimisation updates
- Representing CBS as SME in work steams such as core systems development and change
- Implementing, engaging and managing new business, and extending current office working hours to support 24/7 need
- Managing projects launching in my area
- Ensuring that launches are achievable and transparent with business needs
- Analysing MI and providing insight to Senior Leadership Team and key stake holders
- Leading, creating and presenting engagement sessions for mid-year and end of year reviews
- Hosting performance reviews
- Involvement in High level complaints including compensation and repayment plans
- Support the migration to be FCA compliant , ensure that plans and process guides are accurate
- Motivating and coaching my team to achieve SLA and team/business objectives
- SME for various systems ensuring that any issues are resolved as a priority
- Working closely with yearly proposition changes and any areas for development
- Focus and ensure team wellbeing, creating a safe space for issues to be raised.
Customer Service Advisor
Findel Education Ltd
01.2015 - 01.2017
- Findel Education are the UK’s leading independent educational resources supplier
- My job role was within the contact center that was mainly dominated by inbound calls and emails
- My job role was to ensure that I dealt with any customer enquiries and calls efficiently and effectively both for the customer and the company
- My duties included;
- Dealing with customer complaints with a fast response and solution
- Working directly with supplier to ensure that our customer’s needs were met
- Dealing with and taking payments from customers
- Ensuring that all invoicing and pricing are correct for customers and suppliers
- Working with the SAP computer system, along with Microsoft Office
- Having a good knowledge of legal requirements of products
- Advertising current promotions within the company, and helping support other members of staff with catalogue design and print
- Actively taking part of on going training and customer care programs
- Working efficiently with targets and ensuring that I was working to the best of my ability independently and also with my team.
Education
Drama BA(hons) -
Huddersfield University
01.2010 - 01.2013
Level 2 Dipolma , Retail Skills - undefined
UK Training - undefined
Age
A Level - undefined
Ashton Sixth Form College
01.2008 - 01.2010
Timeline
Salesforce Administrator
Coop
10.2020 - Current
Team Manager
01.2019 - 01.2020
Customer Service Advisor
Findel Education Ltd
01.2015 - 01.2017
Drama BA(hons) -
Huddersfield University
01.2010 - 01.2013
A Level - undefined
Ashton Sixth Form College
01.2008 - 01.2010
Level 2 Dipolma , Retail Skills - undefined
UK Training - undefined
Age
Similar Profiles
Claire QuinnClaire Quinn
Store Manager at CoopStore Manager at Coop
Danial Mohammed RezaDanial Mohammed Reza
Warehouse Worker at CoopWarehouse Worker at Coop
Lukas IrvineLukas Irvine
Lumber Yard Worker at CoopLumber Yard Worker at Coop
Harry LawsonHarry Lawson
Customer assistant at COOPCustomer assistant at COOP
Benedict GarciaBenedict Garcia
Salesforce Administrator at Group Homes Australia (now Videri Australia)Salesforce Administrator at Group Homes Australia (now Videri Australia)