Collin Pannell

Salesforce Work:

• Heavily involved in our Salesforce implementation for the Support team with all encompassing knowledge of the instance, top to bottom.
• Familiar with building of flows within Salesforce and have led in an architectural role for the Support team.
• Successfully provided business requirements to external companies providing work to our Salesforce implementation.
• Successfully led UAT for our Management, Lead, and Tier 1/2 teams.

Team Lead Work:

• Assist in leading a large technical support team of Tier 1 & Tier 2 agents to solve technical customer issues within the product.
• Meet with other Team Leads and Escalation to share details of discovered issues and recurrent customer issues.
• Perform root cause analysis of reported issues to enact corrections.
• Offered assistance in implementing and developing training programs.

• Began as a contractor in an associate-level position eventually making my way onto the Enterprise team as a TSE.
• Explained technical information and issues in clear terms to promote better understanding for non-technical users.
• Performed root cause analysis of reported issues to enact corrections.
• Documented cases with technical info within the CRM enabling anyone on the team to pick up where I left off.

• Oversaw employee performance/KPIs, corrected problems, and increased efficiency to maintain productivity targets.
• Controlled store inventory and reviewed cash handling and operations reports.
• Upheld company customer service standards to provide customers with outstanding service and a friendly environment.
• Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.

• LifeChange Action is a nonprofit organization I began working with to get experience in managing a group of computers on a network. I setup this office with new computers on a brand new network with a more stable network to operate on.