Tashay Thrash
Griffin
Summary
Results-oriented IT Business Analyst and Salesforce System Administrator skilled in driving operational efficiency through process improvements and system integrations. Led initiatives that enhanced customer satisfaction and streamlined workflows, demonstrating strong project management and stakeholder collaboration.
Overview
25
25
years of professional experience
1
1
Certification
Work History
IT Business Analyst | Salesforce System Administrator
Rinnai America Corporation
Peachtree City
06.2024 - Current
- Led Salesforce implementation and ongoing administration for Sales Cloud, Service Cloud, and Experience Cloud, supporting 200+ users across sales, customer care, and technical support teams.
- Designed and implemented Salesforce integrations with CSI SyteLine ERP, ServiceNow, Power BI, and EDI infrastructure to streamline data flow and eliminate manual processes.
- Configured and deployed Salesforce Experience Cloud (PRO Portal) for external users, including stakeholder readiness assessments, training materials, and deployment documentation.
- Designed and implemented Case Intake redesign and Case-Unit Junction Object to improve customer service workflows and data integrity.
- Drove technology initiatives to enhance business processes and operational efficiency across the organization.
- Developed business requirements documentation, user stories, and technical specifications for system enhancements and new features.
- Managed full project lifecycle for Quote Approval Handling workflow, including requirements gathering, solution design, UAT planning (92 test scenarios), change request documentation, and deployment coordination.
- Lead UAT planning and execution for system releases, creating detailed test scripts and coordinating with business stakeholders.
- Conduct root cause analysis for system errors and implement permanent solutions, including Flow debugging, validation rule updates, and data quality improvements.
- Led 2026 sales territory reorganization initiative to consolidate 4 regions to 2, managing data migration for thousands of accounts and facilitating global value set updates and workflow modifications.
- Deliver training and create documentation for end users, administrators, and business stakeholders on system functionality and best practices.
- Serve as primary Salesforce System Administrator and IT Business Analyst supporting enterprise systems including Salesforce, ServiceNow, and CloudSuite Industrial ERP.
Manager, Contact Center Process Improvement and Quality
Rinnai America Corporation
Peachtree City
08.2018 - 05.2024
- Led process improvement initiatives across contact center operations, resulting in a 25% increase in first-call resolution and improved customer satisfaction scores.
- Implemented quality assurance programs and performance metrics in Salesforce Service Cloud, enhancing accuracy of reporting and insights.
- Managed Salesforce Service Cloud configuration and customization to optimize customer care workflows and case management processes.
- Collaborated with IT and business stakeholders to gather requirements and implement system enhancements that improved operational efficiency.
- Designed and delivered training programs for 40+ contact center associates on Salesforce, improving knowledge of business processes and customer service practices.
- Developed process documentation, SOPs, and knowledge base articles to ensure consistent service delivery across contact center operations.
Process Improvement and Quality Manager
Rinnai America Corporation
Peachtree City
03.2012 - 05.2024
- Applied Six Sigma methodologies to identify inefficiencies and implement data-driven process improvements, enhancing operational effectiveness across multiple departments.
- Developed business process maps and requirements documentation to support cross-functional process improvement initiatives, enhancing clarity and alignment across teams.
- Designed Salesforce data architecture, custom objects, validation rules, workflows, and automation to support sales and service processes.
- Led Salesforce CRM implementation project, gathering requirements, developing user stories, configuring system, testing functionality, and training users for enterprise-wide rollout.
Customer Care Manager
Rinnai America Corporation
Peachtree City
01.2014 - 08.2018
- Managed team of 15+ customer support associates, enhancing service delivery and achieving high customer satisfaction.
- Implemented Salesforce Service Cloud for case management, streamlining response times and elevating customer experience.
- Developed KPIs and performance dashboards to track team productivity and assess service quality.
Associate Network Control Specialist
AT&T
01.2011 - 01.2012
- Managed control systems to uphold regulatory compliance and operational integrity.
- Analyzed data trends to enhance operational efficiency and performance.
- Troubleshot network issues to maintain uninterrupted operations.
- Developed training materials to enhance new team members' understanding of control procedures.
Associate Director
Ryla Teleservices
01.2008 - 01.2010
- Led cross-functional teams to enhance customer service strategies and operational efficiencies.
- Developed training programs for staff to improve performance and service delivery.
- Managed vendor relationships to ensure quality service and contract compliance.
- Led 113+ agents across diverse programs, ensuring alignment with operational goals.
Senior Account Executive
AT&T
01.2001 - 01.2008
- Developed strategic account plans for key clients to drive business growth.
- Managed enterprise sales accounts, addressed client needs, and fostered long-term relationships.
- Managed client relationships to ensure customer satisfaction and retention.
- Collaborated with cross-functional teams to deliver customized solutions.
Education
Bachelor of Science - Computer Science
Thomas Edison State University
Trenton, NJ01-2024
Coursework - Business Administration
Georgia State University
Atlanta, GA01-2002
Skills
- Salesforce Administration
- Salesforce
- ServiceNow Support
- ServiceNow
- Business Process Analysis
- Requirements Gathering
- UAT Planning
- Project Management
- Project Management Tools
- Agile/Scrum Methodologies
- Stakeholder Management
- Change Management
- ITIL Process Management
- System Integration
- Data Analysis
- SQL
- Power BI
- Process Mapping Tools
- Technical Writing
- Microsoft Office Suite
- Training
- JIRA
- Data analysis
- JIRA
Websites
Certification
- Salesforce Certified Administrator
- ITIL Foundations v4
- Six Sigma Green Belt (In Progress)
- Six Sigma Yellow Belt
- Academy Accreditation - AI Agent Fundamentals (Databricks)
- Enabling Business Process Improvement (Skillsoft)
- Lean Six Sigma Foundations and Principles
Personal Information
Title: IT Business Analyst | Salesforce Administrator | Process Improvement Specialist
Key Technology Projects
- Salesforce CRM Implementation, Led enterprise-wide Salesforce deployment including Sales Cloud, Service Cloud, and custom applications. Managed requirements gathering, data migration, integration design, UAT, and training for 200+ users.
- PRO Experience Cloud Portal, Designed and deployed external portal for professional contractors, including user provisioning, content management, and integration with backend systems.
- Sales Territory Reorganization, Managed complex territory realignment project consolidating 4 regions to 2, including account reassignment for 10,000+ records, workflow updates, and list view configurations.
- Quote Approval Workflow Enhancement, Developed comprehensive requirements and 92-scenario UAT test suite for quote approval automation, including business case development and risk analysis.
- Case Intake Redesign, Re-engineered customer service case creation process with improved data capture, validation rules, and junction object implementation for unit tracking.
- ERP-Salesforce Integration, Designed and documented integration requirements between Salesforce and CSI SyteLine ERP for real-time data synchronization.
- ServiceNow Service Catalog Development, Created catalog items, workflows, and approval processes for IT service management and business process automation.
Activities
- Author & Speaker - Christian women's ministry materials and leadership topics
- Toastmasters Member - Public speaking and communication development
- Realtor - Keller Williams Realty (Part-time, 2022-Present)
- Community Service - Sunday School teacher, workshops, and mentoring programs
Timeline
IT Business Analyst | Salesforce System Administrator
Rinnai America Corporation
06.2024 - Current
Manager, Contact Center Process Improvement and Quality
Rinnai America Corporation
08.2018 - 05.2024
Customer Care Manager
Rinnai America Corporation
01.2014 - 08.2018
Process Improvement and Quality Manager
Rinnai America Corporation
03.2012 - 05.2024
Associate Network Control Specialist
AT&T
01.2011 - 01.2012
Associate Director
Ryla Teleservices
01.2008 - 01.2010
Senior Account Executive
AT&T
01.2001 - 01.2008
Bachelor of Science - Computer Science
Thomas Edison State University
Coursework - Business Administration
Georgia State University