Open to opportunities

Joan Brothers

@joanbrothers

Salesforce Consultant at Cherokee Federal who modernized workflows, optimized Omni-Channel routing, and built executive dashboards.

United States

Message

At Cherokee Federal, I support Salesforce platform operations and resolve complex tier-2/3 support cases. I modernized workflows by building and optimizing Salesforce Flows and migrating legacy Process Builders.

I also designed executive dashboards tracking case backlogs, SLA performance, resolution velocity, and operational bottlenecks. My work includes enhancing Omni-Channel routing with skill-based logic, queue prioritization, and validation frameworks.

Previously, I delivered Salesforce implementations at The Fury Group and supported enterprise CRM modernization at Slalom. I hold eight Salesforce certifications and have worked across Sales Cloud, Service Cloud, and Pardot.

Experience

Work history, roles, and key accomplishments

Current

Salesforce Consultant / Business Analyst

Current

Cherokee Federal

Jan 2024 - Present (2 years 9 months)

Operational lead supporting system health and resolving 350+ complex tier-2/3 support cases annually. Built and optimized dozens of Salesforce Flows, automated routing rules, and alerts; spearheaded migration of legacy Process Builders.

Salesforce Salesforce Flows Process Builder Omni Channel Routing Executive Dashboards Business Intelligence Agile Scrum QA Testing Federal Standards

Lead Salesforce Administrator

Educational Technology Company

Jan 2022 - Jan 2024 (2 years)

Directed all core configuration, user access governance, data integrity, reporting pipelines, and technical support as the primary Salesforce Administrator. Architected declarative Flow automations and streamlined cross-departmental user journeys.

Salesforce Administration Salesforce Flows Sharing Rules Permission Sets Data Integrity Reporting User Training

Salesforce Functional Consultant / Business Analyst

Slalom

Jan 2021 - Jan 2022 (1 year)

Partnered with Fortune 500 executives and technical architects to elicit business requirements and deliver enterprise-scale CRM modernizations. Supported migration from Salesforce Marketing Cloud to Pardot, ensuring seamless data transformation.

Salesforce Business Analysis Requirements Elicitation Pardot Marketing Cloud ETL Data Migration UAT Release Management

Salesforce Business Analyst & Consultant

The Fury Group

Jan 2019 - Jan 2021 (2 years)

Delivered 20+ full-lifecycle Salesforce implementations across Sales Cloud, Service Cloud, and Pardot for mid-market and enterprise clients. Resolved 530+ client support tickets and logged 1,000+ hours of troubleshooting and system optimization.

Salesforce Sales Cloud Service Cloud Pardot Business Analysis Approval Processes Validation Rules Workflow Management Customer Training

Logistics Manager

Walmart Distribution Center

Jan 2017 - Jan 2018 (1 year)

Led and trained a 30-associate logistics team supporting 108 stores; oversaw distribution of 60,000+ retail units daily, consistently exceeding KPIs.

Logistics Team Leadership Operations Management KPI Tracking

Military Intelligence Officer / Analyst

U.S. Army

Jan 2006 - Jan 2015 (9 years)

Directed intelligence operations, personnel readiness, and rigorous operational training; safeguarded $7M+ in sensitive mission-critical equipment and supported 300+ national security clearance investigations.

Intelligence Analysis Operations Management Personnel Readiness Security Clearance Training