Caroline Guyard
Salesforce Community Administrator @Vonage
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WORK HISTORY
Salesforce Community Administrator @Vonage
Basingstoke, GB
Salesforce Administration & Automation – Build workflows (e.g. auto-deactivating churned users) and develop Flows to optimise the Community Hub.Content Strategy & Knowledge Management – Audit, refresh and publish knowledge articles; design record types and custom page layouts.Analytics & Reporting – Analyse Community engagement using GA4; define key performance metrics for data-driven improvements.AI & Innovation – Pilot implementation of Einstein AI Chatbot, earned Salesforce Certified AI Associate certification.Mentoring & Collaboration – Mentor team members in Salesforce AI certification and Flows; contribute via internal Mentoring Hub.Community Engagement & Networking – Led multimedia content integrations; attend industry events like London Calling to bring best practices in.
EDUCATION
Cambridge institute
Cambridge English Proficiency
Trailhead by Salesforce
System Administrator, Salesforce System Administration
Laval University, France
Bachelor of Laws - LLB
British Airways Global academy
Airline safety, Advanced customers care, Advanced medical training,
ABOUT CAROLINE GUYARD
Salesforce Community Administrator | Enhancing Support Journeys with Content Strategy, Automation, and AIAs a Salesforce Community Administrator, I manage and enhance the Vonage Community Hub, our digital support and engagement platform, ensuring it delivers exceptional value to customers, partners, and internal teams. I focus on optimising content, streamlining processes, and driving user engagement through strategic improvements and technical innovation.Key Highlights: Content Strategy & Enhancement– Audited and refreshed articles to ensure accuracy and relevance– Partnered with subject matter experts to integrate video content and update outdated visuals– Authored new knowledge articles based on emerging customer needs Process Optimisation– Designed a new Knowledge record type and implemented custom article page layouts– Built an automated workflow to deactivate users from churned accounts, saving over 6.5 hours since launch Data & Analytics– Defined Community Hub metrics using GA4 to drive performance insights and guide content decisions– Earned both Google Analytics GA4 and Salesforce Certified AI Associate credentials Mentoring & Collaboration– Mentored colleagues through the Salesforce AI Associate exam– Supported a new team member in learning and applying Salesforce Flow– Contributed to peer development through the internal Mentoring Hub Innovation & Professional Development– Gained hands-on experience implementing an Einstein AI Chatbot.– Participated in the “London Calling” Salesforce event to stay ahead of best practices and industry trendsI’m passionate about creating a seamless and accessible user experience, leveraging automation to enhance operational efficiency, and continually developing my Salesforce and AI skill set.
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