Sam Dorrance
Montreal,QC
Summary
Dynamic Salesforce Administrator with a proven track record at Openlane, enhancing system efficiency and user satisfaction. Excelled in Agile environments, mastering report building and fostering team leadership. Notably led bi-weekly deployments and streamlined Salesforce components, significantly improving data accuracy and operational workflows. Demonstrated exceptional critical thinking and technical documentation skills, contributing to cross-functional team success.
Overview
7
7
years of professional experience
Work History
Salesforce Administrator
Openlane
09.2021 - 08.2024
- Worked on a Scrum-Agile environment with bi-weekly sprints, integration with Azure DevOps, Jira.
- Led bi-weekly deployments for three different Salesforce environments and updated release notes/pre-post deployment steps for each environment.
- Utilized VSCode and Azure DevOps to complete pull requests to testing environments and production environments.
- Maintained daily user management tasks (permissions, user creation, user updates).
- Applied effective time management techniques to meet tight deadlines.
- Customized Salesforce components like buttons, actions, page layouts, fields, validation rules, record pages, queues, list views, reports, and dashboards.
- Performed data management using tools like Data Loader, Workbench, and Salesforce Inspector to ensure data accuracy.
- Maintained Salesforce Analytics connections with Snowflake and integrations with other environments to conserve correct data.
- Worked closely with users/product owners on support tickets on issues with bugs and disruptions.
- Contributed to multiple teams tickets during sprint when needed.
Tech Ops Analyst
OPENLANE
08.2019 - 09.2021
- Working closely with operations and product team to report incoming bugs/data fixes with application.
- Raised bug/date fix tickets to development team using Jira, Azure DevOps.
- Met with stakeholders daily to provide updates on fixes to reported issues.
- Joined war room meetings for P0 or P1 bugs or outages and relay updates to stakeholders.
- Assisted developers and operations teams in troubleshooting application issues on web and mobile.
Customer Support Team Lead
TradeRev
05.2017 - 08.2019
- Led a team of twelve agents in a fast paced call centre environment.
- Created customer support strategies to increase customer retention.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Created dashboards to track call logs and user issue.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
Bachelor of Arts - Marketing
Seneca College of Applied Arts And Technology
North York, ONSkills
- Report building
- Dashboard creation
- Team leadership
- Agile methodology
- Systems administration
- Team building
- Technical documentation
- Critical thinking
Languages
English
Native or Bilingual
Timeline
Salesforce Administrator
Openlane
09.2021 - 08.2024
Tech Ops Analyst
OPENLANE
08.2019 - 09.2021
Customer Support Team Lead
TradeRev
05.2017 - 08.2019
Bachelor of Arts - Marketing
Seneca College of Applied Arts And Technology
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