One Year Work Anniversary
April 1st was my first work anniversary at my current employer. It has been an interesting journey this past year. It has been a great Salesforce work experience, but it has been all-encompassing in my life. That is something in the months ahead I need to work on. Here are some key career accomplishments from the past year:
- Key team member on a Salesforce implementation project that implemented a custom Salesforce to Epic EHR bi-directional integration. Project team close to 100 FTE (internal, contractor & vendor).
- Implemented Salesforce integration to Cisco Finesse for telephony screen pops. I installed the B+S Connects telephony plug-in, tested & documented the workflow in job aids/videos.
- Implemented Salesforce Case functionality with custom telephony screen pop-up via Flow. Automated Case escalation process & Case closure process via one-click Flow button.
- Implemented Salesforce Knowledge functionality. Coached the new Content Creator hire on creating articles & consolidating information.
- Supported over 175 end users on the custom scheduling, Cases, Knowledge, Telephony, Referrals, RTE/Insurance, Orders & Reports/Dashboards.
There were many times I wanted to give up, but I am glad I didn't. Some key changes that have really helped these past few months:
- During my first 6 months of employment, I reported to a micromanager who did not understand CRM systems. It was a difficult time. It had gotten to the point I was ready to quit & planning an exit strategy. Thankfully, that manager changed in November to someone with more experience in CRM & more reasonable management style. It has made a huge difference in my work happiness.
- Salesforce ownership shift from the implementation vendor to the internal Salesforce team. This has been a gradual process with 3 Salesforce team members departing at the end of February. The remaining 3 Salesforce team members are planning to depart the first week of May.
- Reducing/eliminating Chicago trips: I have been onsite at the Chicago offices 4 times. Last November, I was going to Chicago every 2 weeks. I am glad to no longer travel to Chicago often. I would much rather stay remote.
I am looking forward to the future. There are several projects on the horizon for Salesforce that I am hopeful & excited about.