Courtney Prior
Summary
Results-driven Salesforce Consultant with a passion for the non-profit sector. Recognized for productivity and efficient task completion, specializing in CRM workflows, data analysis, and user training to optimize business processes. Strength lies in effective communication, problem-solving, and teamwork, consistently enhancing project outcomes and stakeholder satisfaction.
Overview
11
11
years of professional experience
Work History
Salesforce Business Analyst
Passionfruit Partners
07.2022 - 08.2023
- Exceeded customer satisfaction by finding creative solutions to problems
- Evaluated existing company procedures and suggested ways they could be improved utilizing the full potential of Salesforce platform.
- Identified areas where existing business processes can be improved through automation or customization of Salesforce applications.
- Performed Data Migration activities between different environments and used different tools like Dataloader for data import and export operations.
- Delivered reliable solutions, conducting thorough testing and validating system functionality before deployment.
- Increased productivity, configuring and customizing Salesforce to meet specific business needs.
- Facilitated seamless integrations between Salesforce and other critical business systems for a holistic view of customer information.
- Ensured data integrity by enforcing strict validation rules and maintaining clean data practices.
- Enhanced Salesforce efficiency by identifying and implementing process improvements.
- Managed end-to-end project delivery, from requirements gathering to post-deployment support.
- Streamlined data management for better decision-making by optimizing the use of Salesforce reporting tools.
- Strengthened security measures by implementing role-based access controls and robust authentication protocols.
- Developed custom reports and dashboards to provide actionable insights for executive decision-making processes.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Collaborated with stakeholders to identify business needs and data sources.
- Created data models to support decision-making processes.
- Provided technical support for troubleshooting analytics and reporting issues.
- Achieved successful data migration from legacy systems into new Salesforce environments without loss or compromise of vital information assets.
- Leveraged Salesforce automation tools to streamline client workflows, reducing manual efforts and increasing overall efficiency.
- Conducted thorough analysis of client requirements, translating them into actionable plans for successful Salesforce integration.
- Collaborated with cross-functional teams on complex projects, ensuring timely delivery of high-quality Salesforce solutions.
- Implemented robust security measures to safeguard client's sensitive data within the Salesforce platform, ensuring compliance with relevant regulations and industry standards.
Presales Consultant
Lane Four
09.2021 - 07.2022
- Identified opportunities for upsells or additional services related to existing projects.
- Maintained active communication with internal stakeholders throughout the pre-sales process.
- Proactively identified areas where improvements could be made within the pre-sales process.
- Served as a trusted advisor for clients throughout the sales cycle, guiding them towards informed purchasing decisions.
- Increased win rate by developing compelling solution presentations that effectively showcased product capabilities.
- Supported sales team success by delivering technical expertise during client meetings and presentations.
- Developed customized product configurations based on client requirements, ensuring optimal functionality.
- Assisted in closing deals by addressing customer objections and demonstrating the value of proposed solutions.
- Demonstrated exceptional problem-solving skills by recommending suitable alternatives when faced with obstacles during the sales process.
Customer Success Manager
Lane Four
12.2020 - 09.2021
- Assisted sales team by providing technical expertise during the sales process.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
- Optimized customer success workflows by identifying bottlenecks and implementing process improvements accordingly.
- Analyzed customer feedback data to identify trends and opportunities for improvement in service offerings.
- Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
- Introduced new support tools to enhance team productivity and further elevate the level of service provided to clients.
- Assisted in the development of customer success training materials to enhance team performance and expertise.
- Influenced product roadmap by advocating for customer needs and providing valuable feedback from the field to internal stakeholders.
- Streamlined customer onboarding processes for improved efficiency and faster service delivery.
- Played a pivotal role in user adoption efforts by conducting thorough product demonstrations tailored to individual needs and preferences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Product Support Specialist
Lane Four
06.2020 - 12.2020
- Contributed to product development by sharing valuable customer feedback and insights with development teams.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Developed expertise within the company, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
Non Profit Salesforce Consultant
Self
08.2017 - 06.2020
- Developed custom applications and integrations within the Salesforce platform, enhancing overall system functionality for clients.
- Solved complex business problems through effective requirement gathering and gap analysis techniques.
- Created reports and dashboards in Salesforce to track key performance indicators.
- Conducted regular reviews of data quality issues within the system.
- Analyzed user needs and developed specifications accordingly.
Intern (Gender and Information Sharing)
WOMEN OF UGANDA NETWORK (WOUGNET)
08.2019 - 02.2020
- Analysing government policies based on gender and producing review documentation
- Policy reviews included ICT for Disabilities and all Ugandan laws relating to child marriage
- Researching proposal opportunities, formulating ideas on how we can use technology to boost women's equality in Uganda, creation of proposal plans, budgeting and submission
- Planned and executed our contribution to the global 16 Days of Activism campaign
- Creation and maintenance of social media accounts (Instagram, Facebook) through various campaigns such as promoting the African Declaration of Internet Rights and Freedoms, our partnership with Girls Not Brides and updates on our organization's events and activities
- Use of canva to create branded and professional document designs, social media posts and other promotional material
Client Engagement Coordinator
ACKAH BUSINESS IMMIGRATION LAW
07.2018 - 07.2019
- Implementation and management of the client intake process through the review of current processes, maximizing the potential of company CRMs and integrations, report creation and intensive tracking
- Daily discovery calls with all prospective clients, validating leads, tracking and follow ups
- Maintenance and analytics of a series of intake reports to analyze and improve our marketing strategies and company processes
- Met firm's aggressive financial goals for the year despite continuous staff turnover
- Ability to effectively communicate globally with clients and prospects ranging from CEOs in Canada and the USA looking to expand their businesses, to those all over the world looking to start a new life in Canada
- Streamlined communication channels, resulting in improved collaboration between teams and clients.
- Spearheaded process improvements that led to increased efficiency in sales support functions while simultaneously boosting team morale.
- Championed strategic initiatives that drove consistent growth in both new business acquisition and existing account expansions.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
Project Manager
PURPLE VISION
10.2015 - 07.2017
- Production of project plans and maintaining project momentum with both existing clients and new business
- Managing a multitude of projects ranging from one day to nine months in tandem
- Provide end to end support which includes requirement gathering, proposal writing, specification document creation and subsequent maintenance and continuous communication with our development teams abroad and in house
- Developing effective training programs for non profit organisations using the Causeview application
- Collaboration in bringing new products (Causeview, Sugati) into the UK Market
Customer Care Representative
IATS Payments
08.2014 - 08.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
Project Manager
My Yoga Online
09.2013 - 08.2014
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
Customer Service Representative/ Quality Assurance
My Yoga Online
11.2012 - 08.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Education
Bachelor Of Arts - Interdisciplinary Studies
UNIVERSITY OF BRITISH COLUMBIA
Vancouver BC 05.2010
Skills
- Requirements Gathering
- Agile Methodology
- Data Migration
- User Training
- Security management
- Process Automation
- Strategic Planning
- Data Mapping
- Relationship Building
- Problem-Solving
- Stakeholder Communication
- Salesforce Configuration
- Custom Object Development
- Business Analysis
- Problem-solving abilities
- Multitasking
- Critical Thinking
- Team Collaboration
- Adaptability and Flexibility
- Self Motivation
- Task Prioritization
- Interpersonal Skills
Languages
English
Native Speaker
Timeline
Salesforce Business Analyst
Passionfruit Partners
07.2022 - 08.2023
Presales Consultant
Lane Four
09.2021 - 07.2022
Customer Success Manager
Lane Four
12.2020 - 09.2021
Product Support Specialist
Lane Four
06.2020 - 12.2020
Intern (Gender and Information Sharing)
WOMEN OF UGANDA NETWORK (WOUGNET)
08.2019 - 02.2020
Client Engagement Coordinator
ACKAH BUSINESS IMMIGRATION LAW
07.2018 - 07.2019
Non Profit Salesforce Consultant
Self
08.2017 - 06.2020
Project Manager
PURPLE VISION
10.2015 - 07.2017
Customer Care Representative
IATS Payments
08.2014 - 08.2015
Project Manager
My Yoga Online
09.2013 - 08.2014
Customer Service Representative/ Quality Assurance
My Yoga Online
11.2012 - 08.2013
Bachelor Of Arts - Interdisciplinary Studies
UNIVERSITY OF BRITISH COLUMBIA
Similar Profiles
Sarthak ShahSarthak Shah
Tax Associate at Apple Growth Partners (Burton Partners)Tax Associate at Apple Growth Partners (Burton Partners)
Samer SerhalSamer Serhal
Civil Engineer at Nesma and PartnersCivil Engineer at Nesma and Partners
Shane LivelyShane Lively
Regional Service Director at Hawthorne Residential PartnersRegional Service Director at Hawthorne Residential Partners