Ryan Gross
Certified Salesforce Administrator | CRM & Marketing Automation Expert | Driving Customer Engagement & Retention
- Role
- Operations and Crm Platform Supervisor at Grifols
- Location
- Las Vegas, NV, US
- LinkedIn followers
- 500 followers
About Ryan Gross
As a certified Salesforce Administrator, I improve CRM systems to support business…
Experience
Operations and Crm Platform Supervisor
Mar 2015 — Present · Las Vegas, NV, US
Key Responsibilities:• Spearheaded a customer communication process using Salesforce Flows and custom objects within the Sales Cloud, enhancing engagement strategies and conducting User Acceptance Testing (UAT) and QA, resulting in a 50% growth in user engagement.• Conducted in-depth Data Analysis and Report Generation using Salesforce, uncovering key trends in customer interactions, which led to a 371% increase in customer service efficiency.• Managed and trained 100+ end users and stakeholders on Salesforce best practices, including user management and permission sets, promoting effective system use and data security through detailed project reports and technical manuals.• Addressed and resolved end-user issues within 24 hours of case initiation, ensuring Salesforce environments maintained system stability and reliability, and contributed to Report/Dashboard Creation.• Regularly collaborated with IT to conduct maintenance, troubleshoot, and resolve complex technical issues and outages, minimizing disruption for end users and optimizing system performance through seamless integration.• Streamlined the data aggregation process by automating Salesforce report and dashboard generation, including Data imports/exports; reduced manual reporting time by 20 hours per month, enabling customer service representatives to focus on high-priority tasks.• Designed and implemented a standardized process for Salesforce data management, improving data accessibility and accuracy through metadata management; the initiative enabled 20+ reports generated in real-time, enhancing decision-making.Achievements- Spearheaded a CRM optimization project, reducing operational expenses by 1.8% while improving service quality and increasing revenue by 7.5%- Enhanced customer loyalty by 9.5% by implementing personalized engagement strategies- Guided a team to become one of the top 5 most improved in delivering best-in-class customer experiences.
Education
Brigham Young University - Idaho
Bachelor of Science - BS, Biochemistry
2013 — 2019
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