Configure and maintain Salesforce using declarative tools including custom objects, fields, page layouts, validation rules, and advanced Flow automation.
Lead root cause analysis for complex business requirements and oversee AI capabilities like Agentforce and Prompt Builder.
Stay current with platform updates and proactively recommend improvements.

Delivery Management and Operational Excellence:

Monitor case queues and team workloads, assigning work for timely resolution and appropriate coverage.
Coordinate Scrum-based backlog management, sprint planning, and work prioritization across the CRM support team.
Improve process documentation, Knowledge articles, and support communications to drive service consistency.

Business Partnership and Team Development:

Build trusted relationships with stakeholders and translate business needs into scalable Salesforce solutions.
Mentor CRM Analysts, reinforcing standards and governance while modeling accountability and professionalism.
Act as escalation point for complex cases and support regional business needs across North America and Latin America.

Experian

Experian is a global data and technology company that powers opportunities for people and businesses worldwide across financial services, healthcare, automotive, and more. With a team of 25,200 people in 32 countries, Experian invests in advanced technologies and people to unlock the power of data.

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