At OpusVi, formerly DHGE, I lead a remote support team and own the Salesforce Service Cloud support queue, setting ticket priorities and tracking response and resolution times. I helped reduce average ticket time to close from four days to two.
I built form capture to route support requests into Salesforce Service Cloud alongside forwarded inbox email. I also fully automated certificate enrolment validation with a Google Apps Script tool and Zapier webhook integration.
I create and facilitate staff training and measure its effectiveness through completion rates, skills assessments, and course sentiment. I also vet learning modules for degree and certificate programs.
Across my OpusVi roles, I’ve improved CRM workflows, supported Salesforce Marketing Cloud assets, and contributed to systems integrations and reporting. I developed a 13-page Power BI sales dashboard connected to Salesforce for leadership quarterly reviews.
