Lucie Coates
Harrogate
Summary
Dynamic team leader with extensive experience in Salesforce administration and product management. Recognized for fostering collaboration, enhancing team performance, and cultivating strong client relationships to exceed business objectives.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Salesforce Senior Product Manager
Fortrea Inc
HARROGATE, North Yorkshire
07.2023 - Current
- Collaborated with cross-functional teams to deliver projects on time and under budget.
- Facilitated regular team meetings and stakeholder updates, fostering open communication and collaborative problem-solving.
- Coordinated with clients to define project objectives and requirements, ensuring alignment with business goals.
- Implemented user feedback mechanisms to gather insights, driving continuous product improvement and innovation.
Salesforce Team Lead
Fortrea Inc
HARROGATE, North Yorkshire
07.2023 - 07.2025
- Delivered quality service with friendly and professional demeanour.
- Facilitated open communication within the team, encouraging feedback and collaborative problem-solving.
- Managed project timelines and delegated tasks effectively, ensuring timely completion of objectives.
- Cultivated strong relationships with clients, understanding their needs and aligning projects to exceed expectations.
- Integrated process improvements to optimise overall workflow and efficiency.
- Conducted performance reviews, providing constructive feedback and personal development plans.
- Promoted a culture of innovation within the team, encouraging the exploration of new ideas and techniques.
- Coordinated with other departments to ensure seamless collaboration on cross-functional projects.
Team Lead Salesforce Administration
Labcorp
HARROGATE, North Yorkshire
10.2021 - 07.2023
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency
- Delivered quality service with friendly and professional demeanour.
- Managed project timelines and delegated tasks effectively, ensuring timely completion of objectives.
- Cultivated strong relationships with clients, understanding their needs and aligning projects to exceed expectations.
- Integrated process improvements to optimise overall workflow and efficiency.
Senior Salesforce Administrator
Labcorp
HARROGATE, North Yorkshire
08.2019 - 10.2021
- Monitored Salesforce system performance, troubleshooting issues and implementing fixes to maintain optimal operation.
- Gathered and defined user requirements for system updates.
- Provided technical support for Salesforce users, resolving queries and ensuring smooth system operation.
- Prepared and updated system specifications to support developers.
- Managed Salesforce integration with third-party applications, enhancing functionality and user experience.
Salesforce System Administrator
Labcorp
HARROGATE, North Yorkshire
12.2016 - 08.2019
- Customised Salesforce environments, including layouts, workflows, and dashboards, to meet specific business requirements.
- Developed custom reports and dashboards for management, providing critical insights into sales and customer data.
- Managed Salesforce database, overseeing user accounts, profiles, and security settings for enhanced data integrity.
- Gathered and defined user requirements for system updates.
- Implemented automation processes using Salesforce tools, reducing manual tasks and increasing team productivity.
Applications Manager
Labcorp
Harrogate
01.2015 - 12.2016
- Coordinated the Application Service Requests and gathered requirements and business case detail.
- Created an 'Introduction to CMS' (Covance Management System, in-house developed application) training course and published into iLearn, to be taken by new CMS users.
- Leads the development and on-going maturity of the CMS (Covance Management System) application, focusing on the "Day to Day" technology needs of the CMS development team.
- Manages project & enhancement demand for the Covance Management System through established Covance governance methodology.
- Establishes standards, policies & guidelines for Release Scheduling & Release Management within the Covance Management System.
- Continually assesses technology solutions and operational efficiency to improve service and lower cost.
- Act as a technical coordinator for projects, as required.
- Supports/leads both internal and external system audits.
Certified Salesforce.com Administrator
Covance Laboratories Ltd
Harrogate
01.2015 - 12.2016
- Certified Administrator in the Covance CRM system - Salesforce.com, which includes possessing full knowledge of the system and associated tools and business process to provide administrative support to all GCO and CS users.
- Establish and maintain relationships with all functional areas using Salesforce.com.
- Serve as a key member of the Automation Project Management team.
- Provide primary support to the Salesforce.com users on related issues/processes with the CMS interface.
- Facilitate and support the Salesforce.com Governance Process for Covance.
- Coordinate Salesforce.com training programs, including working with the Business Application Manager to identify new features.
- Assist with the development and documentation of business and functional requirements and all implementations related to stand alone functionality and system integration needs, including testing of new enhancements and documentation / functionality training needs and providing administrative support for Automation training needs.
- Design and manage workflows, new screens, fields and reports in accordance with the automation strategy.
Support Analyst III
Covance Laboratories Ltd
Harrogate
01.2013 - 01.2014
- Develop, execute and document plans to enhance the supported application providing a key role in the change management process within planned projects or problem resolution activities.
- Coordinate and manage the application service request process lifecycle.
- Conduct thorough system analysis to work through user requirements and troubleshooting support issues.
- Provide Business Analysis support within projects assigned, through development of project documentation following Covance methodology and coordination of testing within IT and the business.
- Coordinating the Change Management process through to deployment.
- Managed and resolve problem tickets for the assigned critical application, Covance Management System, within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines.
Support Analyst II
Covance Laboratories Ltd
Harrogate
01.2009 - 01.2012
- Managing the validation process for the Covance Management System (CMS).
- Providing support during a variety of projects within business units such as Client Services and Finance which involves meeting project tasks and timelines, writing queries to extract data, modifying reports, writing requirements traceability, managing and developing test strategies and presentations to stakeholders.
- Developing skills within applications such as Rational RequisitePro, to look at implementing within team projects and further support within the business.
Support Analyst I
Covance Laboratories Ltd
Harrogate
01.2006 - 01.2009
- Developing required documentation within projects including generating Development Cases, Requirement Specifications, Test Plans, Test Suites, Traceability Matrix and Test Summary Reports.
- Strengthened communication channels between the CMS team, Quality Assurance and Systems Validation to streamline the validation process within CMS projects.
- Supported business units, globally, in generating ASR's for reports required to meet business objectives such as, increase task efficiency, reduce costs, improve process and reduce labour hours.
- Assisted in implementing a more efficient reporting/database objects review process to increase team quality, thus creating a peer review checklist and generating a standard e-mail template for submitting reports/objects to be released into production.
- Developed an 'Introduction to CMS' training course in MS PowerPoint and published into a global training tool, iLearn.
- Created advanced Stored Procedures to generate complex reports requested by the business.
- Managed and coordinated submitted CMS ASRs by generating a schedule available to the CMS team and communicated to ASR requestors.
CMS Administrator & Report Writer
Covance Laboratories Ltd
Harrogate
01.2000 - 01.2006
- Generated CMS reports within Crystal Reports to support the business reporting requirements.
- Writing queries in Transact-SQL to extract data from CMS when requested by the business.
- Provided day to day support to CMS user, such as creating user accounts, trouble shooting application errors & general application queries.
- Supported migration projects to CMS from legacy systems through facilitating project meetings, creating required values in CMS for mapping systems, generating work processes and providing training.
Education
BA HONS - Business Studies
Liverpool John Moores University
05.1999
BTEC Diploma - Business Studies
King James School
05.1995
Skills
- Product Strategy & Roadmap Ownership
- Stakeholder & Executive Management
- Salesforce Platform & Ecosystem Expertise
- Data‑Driven Decision Making & Value Measurement
- Delivery, Governance & Change Management
- Team leadership
Custom Section
- Employee of the Year, CODA Financials Ltd, Harrogate, England, 1998
- Microsoft Application Trainer, 1999-2000
Hobbies and Interests
- Running / Walking
- Pilates
- Cycling
- Listening to Music
Certification
- Salesforce Certified Platform App Builder
- Salesforce Certified Administrator
- Salesforce Certified Advanced Administrator
- 2024 Global Commercial Support Excellence Award
Timeline
Salesforce Senior Product Manager
Fortrea Inc
07.2023 - Current
Salesforce Team Lead
Fortrea Inc
07.2023 - 07.2025
Team Lead Salesforce Administration
Labcorp
10.2021 - 07.2023
Senior Salesforce Administrator
Labcorp
08.2019 - 10.2021
Salesforce System Administrator
Labcorp
12.2016 - 08.2019
Applications Manager
Labcorp
01.2015 - 12.2016
Certified Salesforce.com Administrator
Covance Laboratories Ltd
01.2015 - 12.2016
Support Analyst III
Covance Laboratories Ltd
01.2013 - 01.2014
Support Analyst II
Covance Laboratories Ltd
01.2009 - 01.2012
Support Analyst I
Covance Laboratories Ltd
01.2006 - 01.2009
CMS Administrator & Report Writer
Covance Laboratories Ltd
01.2000 - 01.2006
BA HONS - Business Studies
Liverpool John Moores University
BTEC Diploma - Business Studies
King James School