Jessie Koenig (Horn)

- Certified Salesforce Administrator, primarily focused on Service Cloud
- Administrative experience with Salesforce-integrated systems such as Zapier, Troops, Rattle, Chorus, Delighted, Qualtrics, Sprout Social, Social Studio, SalesLoft, Amazon Connect, CloudTalk, Calendly, LinkedIn Sales Navigator, Solvvy, Assembled.
- Proficient in Salesforce Flow, Workflow Rules, Process Builder, Data Loader, security and sharing settings, SFDC metadata, Lightning Experience pages, page layouts, Salesforce Sales Cloud data maintenance, MQL routing and automation, web-to-case, email-to-case, validation rules, approval processes, skills-based case routing, Omni-channel, macros, formula fields, static resources, territory hierarchy, profile and role management, integrations, mass CRM data storage management using best practices and policy, and more.
- Completed a large automation migration from legacy tools to Salesforce Flow
-Expert on Salesforce reporting and dashboards, including cross-object reporting and dynamic dashboards.
- Owner of Hudl's customer support skills-based routing automation in Salesforce, enabling our customer support team to deliver high-quality support to customers by automatically routing cases to the agent with the skills to handle it.
- Set up a Customer Support CSAT and post-training survey program in Salesforce using Qualtrics.
- Set up a new Sprout Social instance for our Global Support team's Twitter and social media cases, and successfully migrated automation and workflows from the existing tool with no interruptions for agents or customers.
- Experience integrating CRM workflows, data and processes after acquisitions