Skill set
Industry fields of expertise
Natalia in a few words
Salesforce Consultant with 5+ years in implementation projects, customer care, and support. Certified as Salesforce Administrator, Sales Cloud Consultant, and Education Cloud Consultant with hands-on expertise in analytics, process automation, user documentation, and training.
Experience
- Nubessom ConsultingProject manager, business analyst, salesforce administratorSOFTWARE PUBLISHINGDecember 2019 - Today (5 years and 5 months)Czechia
- Customer Communication Management: Led 18 Salesforce projects, acting as a business analyst, administrator, and project manager, with a focus on optimizing CRM processes and enhancing system adoption.
- Process Optimization: Reduced custom Salesforce app (Travelite) deployment time by 50% and introduced streamlined documentation formats, cutting user manual creation time from 4 hours to under 1 hour.
- Client LTV Growth: Earned exceptional client reviews (Groundbreaker, XSight Labs, Pasha Travel, Saudi Motorsport Company, AzPromo), increasing client LTV by demonstrating expertise in Sales Cloud, Service Cloud, and Education Cloud implementations, delivering user training, technical documentation, and advanced process automation.
- Enhancement Support: Gathered and translated business requirements into actionable solutions, managed technical analysis for application issues and change requests, and boosted operational efficiency, contributing to improved user satisfaction and project success.
- Cross-functionality: Spearheaded a DevOps team of 3–5, effectively managing up to 7 concurrent projects and ensuring efficient cross-functional collaboration among team members and stakeholders.
- West ConceptProject manager, business analystSOFTWARE PUBLISHINGAugust 2019 - October 2020 (1 year and 2 months)Russia
- Stakeholder Communication: Managed 5+ implementations of Microsoft Project, SharePoint, and MS SQL Reporting Services for top companies in a multi-functional team, achieving high user adoption (NDA) and seamless project rollouts for up to 1 year.
- User Training and Documentation: Gathered and documented requirements from C-level stakeholders and delivered impactful user training sessions for 80+ participants.
- FilbertHead of Business Analytics and Process Automation DepartmentBANKING & INSURANCENovember 2016 - August 2019 (2 years and 9 months)System improvement, change request and implementation management:
- T-SQL Process Automation: Reduced financial risks of call center downtime (3k euros per hour) and ad-hoc development time from 8 hours to 30 minutes by redesigning the business process, and switching to automated call list creation.
- Cost Optimization: Lowered SMS mailing costs by 3X (~2,5k euros per month), while maintaining the response rate, by creating and implementing a prioritization algorithm based on current business process analysis.
- Operational Efficiency Enhancement: Decreased the time for implementing improvements from 6 months to 1 month by refining the backlog.
Recommendations
Education
- Bachelor of Science in PsychologySaint Petersburg State University2012Bachelor's Degree in Psychology