This document is a resume for Kathy Horton that summarizes her experience as a CRM Project Manager, Solution Architect and Certified Administrator with over 14 years of experience implementing and managing Salesforce projects across several industries. It highlights her strengths in areas such as strategic planning, project management, marketing automation, and sales management. It also provides details on several Salesforce projects she led including implementations at Millennium Trust Company, Stericycle and Phonak.

1. Kathy Horton
Naperville, IL
Mobile: 630.730.9847
reeses498@hotmail.com
http://www.linkedin.com/in/khorton
SUMMARY
Business Development professional turned CRM Project Manager, Solution Architect and Certified Administrator with
more than fourteen years experience and a demonstrated record of accomplishments in medical device, insurance and
management consulting verticals to drive bottom line results, sales growth and strategic innovation with key strengths in:
*Integrated Marketing *Strategic Planning *Project Management *CRM
*Campaign Management *Sales Management *Process Improvement *BA
*End user training & adoption *Demand generation *Direct Marketing *Email Marketing
SOFTWARE
Salesforce.com, APEX Data Loader, Linkedin, Hoovers, OneSource, Jigsaw (now Data.com), Vertical Response,
ExactTarget, Eloqua, CVent, MS Office Suite 2007, Visio, MS Project, Sharepoint, Siebel On-Demand, Google Adwords,
Google Analytics, Google AdSense, Facebook Ads, Maximizer, ACT, Informatica, Connect for Outlook, Connect for MS
Office, SurveyMonkey, TimbaSurvey, Flow Designer, Echosign, DemandTools, Eclipse, CIMplicity, Genesys, ECAS,
Five9, inContact, Conga Composer, Docusign, Avoka.
SALESFORCE.COM (SFDC) PROJECT PORTFOLIO
Millennium Trust Company (MTC) 2014 – Present
A financial services firm acting as trustee for IRA's, pension plans and personal trusts for individuals and investment
advisors
Project and Product Manager for SFDC
Acting as consultant, PM/BA and senior administrator to fully implement SFDC across all areas of the organization and
build the initial dedicated delivery team. Managed 2 internal developers, SFDC system administrator and various
contractor resources.
• Service Cloud Implementation – initial enterprise-wide implementation of salesforce across customer service and
operations. Solution included standardizing a case management structure within the declarative and integrate key
account data form the trust accounting system using Informatica to enable servicing of accounts via Service Cloud.
• Service Agreement E-Signature - Using Visualforce (VF) pages, sites, custom objects, standard objects and
integration with Docusign, provided an online experience for a channel partner to self-serve the initiation of a service
agreement involving other channel partners an automated process to select the correct agreement template, collect
signatures, and custom convert the leads into accounts, contacts and service agreements records. A custom search
feature also provided a duplicate search tool to ensure data integrity throughout the process. A mass/bulk procedure
was also added in a subsequent phase.
• Channel Partner Relationship Management – A custom application to manage all of the transactions,
correspondences and financial analysis with the various types of channel partners. The application provided a
custom UI using Lightning, enforced business rules using validation rules, approval processes, a complex security
model and APEX triggers.
• InContact Integration – Implemented and customized the organization's first virtual call center with inContact and
integrated SFDC functionality. Integration involved custom ANI matching behavior and mapping of inContact data
into SFDC activities.
• Self-Service Channels – Implemented MTC's first generation of email-to-case, web-to-case and partner portals.
• Act-On Implementation – Installed Act-On (a marketing automation tool) into the SFDC instance with customized
integration to suit the data model at MTC.

2. • Workflow Automation – Utilizing APEX triggers and ETL (Informatica/SQL procedures), removed manual steps
within several operational processes by automating data flow and record generation.
• Conga Composer Implementation – Implemented MTC's first generation of document and delivery automation and
mail merge functionality thru Conga's Composer, Mail Merge and Conductor solutions.
• Sales Pipeline Management & Forecasting – Using SFDC's standard Opportunity object, worked with the 2 sales
divisions to create a standardized sales process and reports/dashboards that are used to report sales strategy
execution to the Board every month.
Stericycle, Inc 2012 – 2014
A service organization specializing in collecting and disposing of regulated medical waste, patient communications,
compliance education and recalled goods.
Manager of SaaS Architecture, Delivery and Support
On all projects, acted as project manager/business analyst, managed local development team, designed and executed
testing, managed transition to support post go-live and liason to all levels of the business across every stage of the
lifecycle.
• Managed process design, functional design, technical design, development, testing and deployment of over 100
implementation projects across Sales, Marketing, Customer Service and Financial Shared Services
• Pricing Tool & Contract Generation – leveraged APEX, VF, custom objects, custom settings and integration with
Echosign to seamlessly and consistently price a new or revised contract with over 30 possible combinations of
services, regulations and loyalty levels. Improved rep efficiency and data integrity by 33% for a high-volume short-
sales-cycle sales division
• Data Integration - automated bi-directional ETL between SFDC,
• ERP (Solomon Edwards and various 3rd party databases using SQL, Informatica and custom webservices
• Whitespace and Segmentation Modeling - implemented automated data segmentation using SQL procedures and
Informatica for strategic selling initiatives
• Service Cloud Implementation - migrated 1000 users to new SFDC interface. Included customizations using VF
pages.
• SFDC HelpDesk & Change Request system - customized case management, email to case and custom objects for
managing production support to end users, for executive sponsor to prioritize and approve change requests and for
resource utilization on development.
• Telephony Integration - integrated CIMplicity's CTI tool, Genesys Intelligent Workflow Distribution (IWD) and Service
Cloud to automate call routing, workforce management and outbound sales activity. Included customizations with
CTI provider and SFDC VF pages to further customize the integration.
• Sales Pipeline and Commission - designed and automated a pipeline penetration process that could then be fed into
the outbound auto-dialer via the CTI package, CIMplicity/IWD. Integrated the billing system with the closed/won
pipeline along with custom tables to automate the calculation of commissions using SQL procedures and Informatica
• Eloqua Implementation – installed and customized the integration with the marketing automation tool and SFDC.
Also, incorporate the whitespace/segmentation model into Eloqua to customize the 1:1 customer journeys
• Automated Service Survey and Results - built a custom application using Sites, VF pages, email templates and
workflow rules to automate surveys after the completion of on-site service visits. Removed manual data entry of
200+ records per month while enhancing the reporting
• Online Self-Service Integration - integrated company website and customer portal to route sales inquiries, service
issues and service requests to the corresponding team members. The solution involved full integration between the
web pages, SFDC, call center, workflow distribution and the ERP systems
Phonak LLC, a Sonova Group Company
An organization specialized in manufacturing and distributing consumer hearing solutions to hearing healthcare providers.
CRM Project Manager May 2010 – Dec. 2011
Managed US CRM administration for a global organization. Utilized global and local development resources.
.
• CAPA Defect Management - Customized SFDC's case management declarative solution-set to log reportable defects
and route to the correct engineering team to document the corrective action or the preventable action that the
business implemented. Reports were provided to the FDA as part of regulatory requirements for the industry.

3. • Customer Segmentation Model - An automated modeling system in SFDC to categorize partners' loyalty and 12
month purchasing trend on a matrix grid. The segmentation score was used to automate the territory assignments
among the outside and internal sales teams. The functional and technical requirement artifacts were used to expand
the model into several other subsidiaries including, France, UK, Switzerland, Canada and Germany
• Co-Op Marketing Program - Transitioned the Co-Op marketing program into SFDC. The solution included the intake,
design, execution, delivery and reporting elements within the lifecycle of of creating cooperative marketing campaigns
with audiology partners. This was accomplished using SFDC custom objects/fields, validation rules, integration with
CallSource for call tracking and TimbaSurvey and other web applications for delivery solutions.
• Event Management Solution - Integrated CVent with SFDC with customized templates and configurations to better
manage the emailed invitations, landing pages, invite lists and attendee lists for courses offering CPE credits to
audiologists.
Adams Harris
A professional services firm offering solutions for corporate finance, accounting, tax, audit and IT.
Salesforce.com Administrator Aug. 2007 – Aug. 2009
• Worked with senior management to design processes, conduct analysis, develop project plan and coordinate
resources when needed to implement and deploy new standards in Salesforce.com
• Utilized data quality and ETL tools to acquire data for new market development and conducted
maintenance/governance on existing markets resulting in the addition of 10,000+ B2B accounts within 4 new
metropolitan markets to a prospect database
• Implemented email and online marketing campaigns for the enterprise resulting in more effective delivery and
execution while reducing spend by more than 50% and developing real-time campaign management/reporting utilized
by management and sales
• Customized Security, Page Layouts, Console, Connect for Outlook, mobile configuration and additional Company
Profile settings to suit the needs of the business and its users
• Trained new users and management for on-boarding and new features, customizations and functionality. Developed
user manual and other training documents
• Integrated Knowledge Center, Marketing, Resource Profiles and other Sharepoint documents with Salesforce.com
resulting in increased usage and standardization
• Customized Pipeline and Forecasting using Salesforce.com to enforce processes and standards and improve
management reports used for Board of Directors meetings
• Created, standardized and deployed KPI’s and Sales Management Dashboards that improved overall team
performance while increasing the effectiveness and efficiency of the sales organization
EDUCATION
Bachelor of Arts in Communications, 1999, 3.51 GPA - Loyola University of Chicago, Division I Track & Cross-Country
Relationship Selling Skills – Parson/Proudfoot Consulting
Negotiation Tactics – Parson/Proudfoot Consulting
Project Management – TSI Consulting
Financial Decision-Making – Game Solutions
CERTIFICATIONS
Certified Developer 401: Salesforce.com
Certified Administrator 201: Salesforce.com
Certified Advanced Administrator 211: Salesforce.com
Sales Cloud Consultant: Salesforce.com
Service Cloud Consultant: Salesforce.com
Essential Facilitation: Interactive Associates