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Salesforce Administrator specialising in customer success
Lee Grant
,
watford, United Kingdom
Experience
Other titles
Skills
I'm offering
A solution orientated and technically minded individual with a genuine interest in both current and evolving technologies with specific focus to Salesforce. A natural problem solver combined with an excellent rapport building ability, Salesforce becomes the natural platform allowing key skills to flourish and develop.
Developed, designed and deployed myTrailhead for CSL Group Ltd, the companies first Learning Management Platform. Worked with fortune 500 company to consult and automate Customer Success Journey through Salesforce.
Developed, designed and deployed myTrailhead for CSL Group Ltd, the companies first Learning Management Platform. Worked with fortune 500 company to consult and automate Customer Success Journey through Salesforce.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
freelance
Salesforce Administrator
LGCC LTD.
Responsibilities
• Specialising in Customer success and developing the customer journey through salesforce
• Salesforce configuration experience (Process builder, validation rules and formulas)
• Dashboard and Report creation
• Specialising in Customer success and developing the customer journey through salesforce
• Salesforce configuration experience (Process builder, validation rules and formulas)
• Dashboard and Report creation
Salesforce, Administrator
2013 - 2019
job
Customer Service Manager
CSL.
CSL is a leading International Critical Connectivity provider specialising in Machine-to-Machine (M2M) communications.
Responsibilities
• Implementation of Salesforce, including the adoption of service cloud. Working alongside a contracted Salesforce consultant to create a MVP (Minimum Viable Product). Trained support team, created workflows, and produced dashboards and reports at both operational and user level.
• Built and managed a 2-tiered technical support team, which has grown from 5 to 17 members of staff across two locations, with the responsibility to aid in the installation and service of over 600,000 M2M systems within the fire, security and health sector.
• Integration and management of support team in new locations post Company acquisitions, training new and existing staff on Salesforce combined with cross training enabling support across multiple product ranges.
• Supported the Sales department in identifying and resolving any customer issues ensuring business retention and increase product sales.
• Creating and implementing KPIs for the technical support staff.
• Headed up end to end recruitment process for all technical support staff, organising and providing training sessions, setting targets and delivering frequent performance-based appraisals.
• Work closely with the Company networks / IT department to compile reports to analyse employee performance and recognise trends and potential issues.
• Travelled to Ireland, Holland and France to set up new Alarm Receiving Centres (ARC's) and provide specialist and specific training for technical departments
• Provide monthly reports to the board of Directors on performance
Key Achievements
• Key contact to over 5,000 security Companies across Europe, providing support and solutions to maintain critical connectivity between the end user and the ARC (Alarm Receiving Centre).
• Led successful initiative to reduce call wait times by 50% from of 120 seconds to 60 seconds per month.
• Hiring, developing and managing the Technical Support Call Centre.
• Co-ordinate and provide out of hours support
Responsibilities
• Implementation of Salesforce, including the adoption of service cloud. Working alongside a contracted Salesforce consultant to create a MVP (Minimum Viable Product). Trained support team, created workflows, and produced dashboards and reports at both operational and user level.
• Built and managed a 2-tiered technical support team, which has grown from 5 to 17 members of staff across two locations, with the responsibility to aid in the installation and service of over 600,000 M2M systems within the fire, security and health sector.
• Integration and management of support team in new locations post Company acquisitions, training new and existing staff on Salesforce combined with cross training enabling support across multiple product ranges.
• Supported the Sales department in identifying and resolving any customer issues ensuring business retention and increase product sales.
• Creating and implementing KPIs for the technical support staff.
• Headed up end to end recruitment process for all technical support staff, organising and providing training sessions, setting targets and delivering frequent performance-based appraisals.
• Work closely with the Company networks / IT department to compile reports to analyse employee performance and recognise trends and potential issues.
• Travelled to Ireland, Holland and France to set up new Alarm Receiving Centres (ARC's) and provide specialist and specific training for technical departments
• Provide monthly reports to the board of Directors on performance
Key Achievements
• Key contact to over 5,000 security Companies across Europe, providing support and solutions to maintain critical connectivity between the end user and the ARC (Alarm Receiving Centre).
• Led successful initiative to reduce call wait times by 50% from of 120 seconds to 60 seconds per month.
• Hiring, developing and managing the Technical Support Call Centre.
• Co-ordinate and provide out of hours support
It, Manager, LED, UP, Service Manager, International, Retention, Health, Support, Implementation, Training, Recruitment, Security, Service, Sales, Integration, Management, Customer service, Salesforce, Cloud
2005 - 2007
job
Sales and Technical Advisor
The Rim Computer Centre.
Responsibilities
• Repaired and upgraded customer PCs and laptops.
• Sold computer software, hardware and computer accessories.
• Managed Internet centre
• Repaired and upgraded customer PCs and laptops.
• Sold computer software, hardware and computer accessories.
• Managed Internet centre
Sales, Hardware, Software, Internet, Accessories
2005 - 2006
job
Fitness Instructor
Vale Farm Sports Centre.
Leisure Connections - Vale Farm Sports Centre
Responsibilities
• Providing existing and new customers with start up programs tailored to their personal fitness goals and monitoring their progress over 3 months
• Planning and delivering group classes and individual sessions
Responsibilities
• Providing existing and new customers with start up programs tailored to their personal fitness goals and monitoring their progress over 3 months
• Planning and delivering group classes and individual sessions
Monitoring, UP
My education
Uxbridge College
BTEC, Leadership and Management
BTEC, Leadership and Management
St Gregorys Catholic School
Secondary, Personal Development
Secondary, Personal Development
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