Sales Operations Analyst Sample Resume Format in Word Free Download -->

Sales Operations Analyst Sample Resume Format in Word Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
                                                           Dahlia  Meta                          
309 Gunther Loop
Somerset, NJ 08001
732-873-9876 (Home)
908-420-1230 (Cell)
dahlia.meta@hotmail.com

SUMMARY OF QUALIFICATIONS

Corporate Trainer and manager with a strong background in Salesforce.com administration, sales process analysis, and data management. Well-versed in Microsoft Office 2003 and 2007 applications. Passionate about technology and its role in education and customer relations.

COMPUTER SKILLS
Advanced knowledge in MS Office Suite (Word, Excel, PowerPoint, Access, Outlook), MS Publisher, Salesforce.com (SFDC), SAP R/3, QuickBooks, Adobe Acrobat Professional, SumTotal LMS, SnagIt, EpiServer CMS, GSPN Knowledge Portal, Zoomerang Pro Survey, SurveyMonkey, Remedy, Nice Evaluator, Click 2 Coach, MS Live Meeting, and WebEx

EXPERIENCE

1/2011 – Present
Easylink Services
Piscataway, NJ 08854
Sales Operations Analyst/SalesForce.com Administrator
  • Responsible for the global administration and configuration of Salesforce.com (150 Users across 4 continents) system that will be used by all levels of user hierarchies
  • Prepare analytical reports to support the Sales Operations and Sales team including Sales Metrics, Forecast Reports, Contests/SPIFs, Close ratio monthly reporting
  • Manage security, users, roles, profiles, groups, queues, sharing rules and other setup options in multiple instances of Salesforce.com
  • Implement new enhancements including creation of custom objects, custom formulas, scalable triggers, and workflows
  • Prepare data files and upload the data in to Salesforce.com using data loader and other 3rd party tools
  • Manage a process to deploy updates, enhancements, and new system functionality
  • Train/support all end users with the use of the SFDC application via web conferencing and instructor-led

1/2010 – 1/2011 
Central Career School
South Plainfield, NJ 07080
Microsoft Office Instructor (Part-time)
  • Plan and teach course lesson plans based on approved curriculum to ensure learning objectives are met
  • Provide quality delivery of assigned courses using a variety of teaching techniques to accommodate different learning styles
  • Provide students with timely information and feedback on academic progress
  • Actively work to retain a high level of enrollment in classes by maintaining attendance records and working closely with school administration
  • Maintain expertise in subject area and recommend improvements in curriculum design

10/2007 – 4/2009 
ORC Software
New York, NY 10170

Knowledge Manager/Salesforce.com Administrator

  • Responsible for management and maintenance of the Support Services Knowledge Portal for a global financial services software company
  • Administered Content Management System (CMS) for Support Services website involving user set-up, directory structure, permissions, workflows and tutorials
  • Global Salesforce.com Administrator and Trainer for the Sales and Services division involving system configuration and customization, reporting, troubleshooting and end-user training
  • Worked on all phases of content development, from information gathering to writing, editing, and reviewing content for internal/external end-user support
  • Compiled weekly Help Desk Key Performance Index (KPI) metrics and provided quarterly reports to senior management
  • Managed all logistics, speakers, and content for educational webinars presented to customers

7/2002 – 10/2007
Samsung Electronics America Customer Care Center
Mount Arlington, NJ 07856

Training /Knowledge & Quality Manager

  • Directed training operations and quality management across three call centers, two outsourced with 250 reps and one internal with 80 reps, achieving high performance-management ratings
  • Developed training modules for New Hire Orientation, Product Training, SAP R/3 and Customer Service Skills
  • Managed and developed content for a self-service FAQ website for www.samsungsupport.com from startup phase, consolidating customer and agent support information into a common knowledge portal
  • Managed electronic servicing channels (web portal, e-mail, chat) for a global consumer electronics division that consistently exceeded operational and customer-satisfaction targets
  • Performed performance analysis to identify performance gaps, appropriate training interventions and other variables required to improve business performance
  • Responsible for achieving quality standards through service call audits ensuring call performance standards and customer service best-practices were achieved
    • 2004 Samsung’s Presidents Award for Outstanding Achievement and Performance

4/2002 – 7/2002
Computer Horizon – Dendrite
Morristown, NJ 07046

Web-Based Technical Trainer/Contract

  • Developed, and implemented eLearning solutions for end-user groups requiring training on CRM software applications for major pharmaceutical company in virtual classroom training sessions
  • Interfaced with subject matter experts to validate course content and revise training content to suit learning needs
12/1999 – 3/2002          
IHS Helpdesk Service
Woodbridge, NJ 07095
Training Specialist
  • Analyzed organizational needs and conducted skills assessments to identify measurable learning objectives for the creation of training curriculum and modules
  • Assisted in the research, design, and facilitation of training materials involving call center and helpdesk related-training programs in customer service and technical training
  • Responsible for developing and organizing train-the-trainer classes and evaluating the participants’ strategies for the successful implementation of training programs and delivery

1/1998 – 12/1999
DeVry University
North Brunswick, NJ 08902
Test Center Administrator
  • Managed all institutional testing activities and functioned as the primary contact for all departmental issues
  • Supervised the administration of national, state, and institutional paper/pencil, computer-based, and web-based testing
  • Advised students on academic opportunities corresponding to their career goals and college entrance examination scores
  • Generated statistical outcome assessments and reports for program review

ADDITIONAL EXPERIENCE
1/96 - 9/97 Monmouth University Library West Long Branch, NJ: Library Assistant 
1/97 - 6/97 Township of Ocean Human Services Ocean, NJ: Mental Health Counselor/Intern
9/95 - 5/96 New Jersey School Based Youth Services Program (SBYSP): Volunteer Counselor
1996 Received Long Branch Community Volunteer Award
9/91 - 6/93 Hillel Yeshiva Deal, NJ: Science and Social Studies Teacher

EDUCATION
5/1997 Master of Arts in Psychological Counseling, Monmouth University, W Long Branch, NJ 07764
1/1991 Bachelor of Arts in Psychology, Monmouth University, W Long Branch, NJ 07764
1/1991 Bachelor of Arts in Education, Monmouth University, W Long Branch, NJ 07764

CERTIFICATIONS
8/2009 Web Production and Design, Middlesex County College, NJ
2006 -2007 Green Belt Six Sigma Certification, Samsung Electronics America, Ridgefield Park, NJ
1999 Help Desk Analyst Certification, Help Desk Institute, Colorado
1991 New Jersey Teaching Certificate Grade K - 8, New Jersey



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