Jurald Thomas
Atlanta
Summary
Dynamic Salesforce Operations Specialist with 5+ years of experience in process automation, escalation management, and system optimization within highly regulated industries. Adept at streamlining workflows, implementing automation, and enhancing Salesforce functionality to improve efficiency and compliance. Proven ability to liaise with cross-functional teams, drive process enhancements, and support strategic initiatives that align technology with business objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Escalation Manager
Accenture (Vdart)
05.2021 - Current
- Directed high-priority Salesforce escalations, ensuring a 95% SLA compliance rate.
- Identified system inefficiencies and re-engineered workflows, decreasing resolution time by 30%.
- Partnered with IT to refine Salesforce functionality, reducing system-related errors by 35%.
- Developed real-time reporting dashboards, enabling data-driven decision-making for leadership.
- Conducted Salesforce best practice training, increasing adoption rates among support teams by 25%.
Escalation Specialist
Park N Fly
03.2017 - 05.2021
- Orchestrated Salesforce workflow optimizations, reducing backlog and improving resolution times by 30%.
- Automated case reminders, cutting overdue tasks by 40% and ensuring on-time case closures.
- Liaised with IT, Compliance, and Business units to recommend system enhancements, boosting operational efficiency by 25%.
- Designed process documentation and training materials, increasing Salesforce adoption by 40%.
- Acted as a primary escalation point for system issues, swiftly resolving errors to minimize downtime.
Account Manager
I3 Verticals (Randatstad Staffing)
10.2015 - 03.2017
- Enforced regulatory compliance within Salesforce workflows, mitigating compliance risks by 20%.
- Collaborated with risk teams to introduce three strategic process improvements for case tracking.
- Analyzed case data for inconsistencies, proactively correcting 95% of discrepancies before audits.
- Implemented standardized case management workflows, enhancing process efficiency.
- Facilitated risk assessments, strengthening regulatory oversight and procedural integrity.
Education
Bachelor Of Science - Recording Arts
Full Sail University
Winter Park, FL03.2013
Skills
- Salesforce CRM (Case Management, Workflow Automation, Reporting)
- SQL, Python
- Google Suite, Microsoft Office Suite
- Business Intelligence & Data Analytics
Certification
- PMP Certification (In Progress)
- Cybersecurity Fundamentals & Risk Management Certification
Timeline
Escalation Manager
Accenture (Vdart)
05.2021 - Current
Escalation Specialist
Park N Fly
03.2017 - 05.2021
Account Manager
I3 Verticals (Randatstad Staffing)
10.2015 - 03.2017
Bachelor Of Science - Recording Arts
Full Sail University
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