Milton Cruz

Responsibilities:

• Customization: I customized Salesforce Objects, Fields, Layouts, Workflows, Flows, Lightning Pages, Record Types, and Validation Rules among others to align with business requirements and optimize organizational processes, enhancing overall efficiency and productivity.
• End User Training and Support: I provided end-user training and support, resolving user inquiries, issues, and problems related to Salesforce usage, ensuring smooth adoption and optimal utilization of Salesforce platform.
• Data Management: I effectively managed data within Salesforce, including data imports, data cleaning, and data validation, to ensure data accuracy and consistency, and to maintain data integrity.
• Test Planning and Coordination: I created detailed and comprehensive test plans and test cases to thoroughly test Salesforce projects, estimating, prioritizing, and coordinating quality testing activities to meet project deadlines and deliver high-quality products.
• Bug Identification and Resolution: I identified, recorded, and documented bugs using testing tools such as TestRail, and collaborated with development teams to resolve them in a timely manner. I also performed thorough regression testing to validate bug fixes and ensure product stability

Responsibilities:

• Curriculum Development and Leadership: Developing language course curricula, selecting learning materials, and implementing effective teaching methods. Additionally, providing leadership and guidance to a team of professors to ensure cohesive and high-quality instruction.
• Student Support and Progress Monitoring: Supporting students in their language learning journey, monitoring their progress, providing feedback and guidance, and coordinating with professors to ensure consistent support and cohesive learning experiences.
• System Configuration and Customization: Configuring and customizing Salesforce CRM system to align with the organization's business processes and requirements. This includes setting up user profiles, defining data fields and workflows, creating custom objects, and configuring automation features such as workflows, approval processes, and email templates.
• User Training and Support: Providing training and support to users on how to effectively utilize the Salesforce CRM system. This involves conducting user training sessions, creating user guides and documentation, addressing user inquiries and issues, and ensuring users have the necessary knowledge and resources to leverage the CRM system for their sales activities.

Responsibilities:

• Test Planning and Execution: Developing and executing comprehensive test strategies and test cases to ensure quality and accuracy of Salesforce CRM system. This includes creating test scripts, performing functional and regression tests, and documenting test results.
• Defect Management and Troubleshooting: Identifying, logging, and tracking software defects encountered during testing. Collaborating with developers and stakeholders to investigate and resolve issues, ensuring proper defect resolution and retesting.
• Continuous Improvement: Contributing to process improvement and best practices for Salesforce CRM implementation. Sharing feedback, staying updated with Salesforce updates, and incorporating industry best practices to enhance testing methodologies and overall system quality.

Responsibilities:

• Developing and delivering training programs for one of the four largest Canadian national telecommunication companies, Telus Mobility.
• Collaborating with cross-functional teams to improve processes and procedures
• Conducting a thorough assessment of training needs. This involved analyzing user proficiency levels, identifying knowledge gaps, and determining the specific training requirements of different user groups.
• Delivering training sessions to end users through classroom-style sessions, virtual training, or a combination of both. This involved facilitating hands-on exercises, demonstrations, and step-by-step guidance to ensure users develop the necessary skills to utilize the Salesforce org effectively.

Responsibilities:

• Monitoring and Evaluating Customer Interactions: I thoroughly evaluated calls, emails, and Salesforce data entries to assess quality and accuracy of customer interactions. By closely examining communication, adherence to protocols, and information provided, I ensured that customers receive the highest level of service.
• Providing Feedback and Coaching: I provided feedback and coaching to customer service representatives based on evaluations.

Responsibilities:

• Delivering exceptional customer service: I consistently provided outstanding customer service by utilizing extensive product and service knowledge, ensuring customers had positive and welcoming experiences.
• Investigating and resolving inquiries and complaints: I promptly addressed customer inquiries and complaints, investigating and finding resolutions in a timely manner to ensure customer satisfaction.
• Recommending products and explaining details: I actively recommended products to customers, taking time to thoroughly explain features and benefits to help them make informed decisions.