1. STEPHEN DONNELLY
sd.sobe@gmail.com | 305.962.4840
ENTERPRISE SALESFORCE MANAGER | BUSINESS PROCESS OUTSOURCING
Solution-focused, Salesforce Certified, IT executive leveraging over 19 years’ expertise in process
improvement, systems management, vendor relations, program management and requirements analysis
to manage information technology solution implementations including Salesforce - Omni-Channel,
CRM, and Data Center, Call Center, and System Launches and Migrations; provide oversight on
proactive service monitoring and reactive customer service management and operations support in
Business Process Outsourcing for Fortune 500 clients in the retail, finance, telecom and automotive
industries. Able to define process requirements and seamlessly manage IT systems in multiuser
environments. Possess strong problem solving and technical skills coupled with confident decision
making for effective solutions leading to high client satisfaction and low operation costs.
Core Competencies
Multi-Channel Salesforce Implementations | Team Building & Leadership | CRM | Case Management |
Stakeholder Management | Process Improvement & Automation | Project / Lifecycle Management |
Requirements Analysis | Vendor Relations | Scrum Methodology | Root Cause Analysis | Strategic
Account Management | Resource / Demand Management | Post Launch Support | Telecommunications
ACCOMPLISHMENTS
 Migrated 4 programs off legacy systems to Salesforce in 8 months resulting in annual salary
reductions over $264K with a team of 4 resources while supporting existing clients and
launching 3 new client programs. B2B & B2C | Inbound & Outbound | Services & Sales
 On site Program Management of the migration of two Philippine data center and agent sites
into one larger site. Sole liaison with Verizon executives for daily status updates. March 2011
 Managed API Integration of in house CRM solution with DIRECTV’s Order Management
System; decreasing AHT by more than 90 seconds, increasing close rates, and improving data
accuracy for more than 650 sales agents.
 Migrated Citibank, N.A. to a new CRM solution; improving agent call flow, decreasing AHT
and increasing system stability. (Heavy / Complex feed and report requirements.)
TECHNICAL PROFICIENCIES
 Salesforce: Service Cloud, Omni-Channel: Inbound with CTI, Outbound, Email / Web / Fax to
Case, Case Management, SMS (Text), Live Agent (Chat), Social Media, Knowledge (Base),
Communities. Reports & Dashboards, Best Practices, Security, Multi-Org License
Management, Data Limits, Trail Head, CSAT, FCR
 Telecom: TCPA, VoIP, Soft Phone, CMS, Vector Routing, BSR, Transfer Connect (TnT)
 Network: Basic NW Data Connectivity, Circuits, Bandwidths, VPNs, VLANs, LAN/WAN
 Business: Cloud Services, SaaS, SDLC, Standardization and Automation, RFP Support,
Vendor Management, Budget & Capitalization Tracking, Fulfillment, Client Presentations and
Demos, Business Continuity/Disaster Recovery
 Miscellaneous: Jira, Service Now, SharePoint, Autosys, UNIX, light SQL, Remedy, Skype for
Business
PROFESSIONAL EXPERIENCE
Alorica (formerly PRC) | Plantation, FL Apr. 1997 – Present
Manager – Salesforce Enterprise Services Mar. 2015 – Present
 Established the Salesforce team at Alorica. Implemented best practices and enforced
implementation methodologies within a team of 2 Salesforce Administrators, 1 Sr. Developer
and 1 Developer / Data Engineer to launch / migrate / support 20 programs in under two years.
 Managed Off-Shore vendor resources for build and post launch support where required and
budgeted.

2.  Utilize a hybrid of SCRUM and Waterfall methodologies to maximize resource unitization and
minimize time to launch while tracking multiple cascading project timelines.
 Research and Compare technology solutions for best fit and value. Leveraged Salesforce’s
App Exchange and other sources for valuable, cost effective tools to continually add value and
improve efficiency.
 Created On-Boarding document for new team members including a training path toward
Salesforce certification.
 Provide On-Site and Virtual Omni-Channel Demonstrations.
 License Management / Procurement
Manager – Lifecycle Management Services Sept. 2014 – Mar. 2015
 Increased operational efficiencies with emphasis on standardization and client satisfaction.
 Conducted process and systems analysis to initiate improvements.
 Established standard lifecycle flows with timelines for standard client requests.
 Managed development and support teams for process and delivery adherence.
 Created IT Handbook: Best Practices and Procedures for IT and Client Services’ new hires.
 Provided forecast of team demand and weekly accomplishments, goals and risks.
Client Solutions Analyst | Project Manager Mar. 2004 – Sept. 2014
 Provided application analysis and support/problem resolution: from requirements gathering and
documentation to managing software development lifecycle through production release.
 Post-launch support- Liaison between internal and external clients with multiple IT support
teams: NW Data, Telecom, Server, Database, Dev, QA, IT Security, Call Recording, Reporting.
Support Analyst II Dec. 2000 – Mar. 2004
 Established company standards and best practices, and developed supporting forms in Remedy
for the following ITIL methodologies: Change Management, Problem Management, Release
Management & Service Desk.
 Project Manager and Primary support (user and administrative) for IT wide Changepoint
implementation.
Production Support Analyst Aug. 1998 – Dec. 2000
 Defined, documented, implemented and enforced corporate standards and requirements for
batch processing in the production, development, QA and UAT environments.
 Provided Autosys and basic UNIX training to NOC Analysts.
 Established relationships with multiple support teams.
NOC Analyst Apr. 1997 – Aug. 1998
 Used DOS and UNIX to support Autosys batch jobs running in production.
 Analyzed and resolved or escalated issues to IT support teams for resolution.
EDUCATION & CERTIFICATIONS
The Florida State University – Bachelor of Science, International Business & Marketing
Salesforce Certified Administrator – 8021665 (July 6, 2016)
Scrum Master Accredited Certification – 23121464663185 (March 15, 2016)
Scrum Team Member Accredited Certification – 19813245552126 (March 15, 2016)
NOTABLE CLIENTS
Retail: DIRECTV (Consumer & Commercial), Guthy Renker, BJs Warehouse, De’Longhi
Finance: Citibank, American Express, Frost Bank, Principal Back, SEI Bank, H&R Block
Telecom: AT&T, Verizon, Samsung
Automotive: Toyota / Lexus
Education: The College Board, Houghton Mifflin Harcourt
Sports: MLB, PGA, NHL, USTA, MLS