K IERNAN F LYNN- |-| linkedin.com/in/kiernanflynn
Salesforce Professional
Highly effective 2X Salesforce certified administrator with experience in Client Relationship Manager focused on
removing barriers to client partnerships and team success. Over ten years of financial services experience specializing in team and client support. Experienced in business analysis, project management, Salesforce CRM
experience focused on configuration and end user training. Proven ability to link CRM training to improve the
overall user experience. Track record of success reaching goals and deadlines in dynamic, fast-paced environments while satisfying all critical stakeholders and partnerships.
S UMMARY
•
•
•
•
•
Lightning Rollout
Salesforce Administration
Salesforce Sales Cloud
Process Builder
Database Reports
•
•
•
•
•
OF
Q UALIFICATIONS
Analytical Problem Solving Skills
Client Management
Requirement gathering
Scrum and Kanban Experience
Fostering Stakeholder Relationships
•
•
•
•
•
Project Management
Strategic Team Development
Consensus Building
Salesforce Dashboards
Interpersonal Skills
P ROFESSIONAL E XPERIENCE
FOUNDER, Weather Glass CRM, Burlington, Vermont
An in-house on-call Salesforce CRM administration for small businesses and non profits
•
Salesforce Administrator & Sales Cloud Consultant focused on Improved User Experience, Optimize Business
Process. Take the stress out of Salesforce.
FOUNDER, NaborSav, Burlington, Vermont
Develops solutions to streamline home service needs by neighbors and neighborhoods.
•
2019 – Present
2016 – Present
Develop platform to assist small business organize neighborhood networks as clients seeking household services, including trash pick-up, pool cleaning, lawn care, painting and home cleaning.
CLIENT ADVISOR, Aspenti Health, South Burlington, Vermont
Diagnostic laboratory specializing in toxicology screening substance use and pain management
•
•
2018 – 2019
Lead Salesforce implementation projects for Client Partnership Team
•
Drive adoption of Salesforce for department.
Act as liaison for Client Advisors & Sales team on Salesforce admin requirements and reports
•
Execute a complete strategic client value-added incentive program for Massachusetts
CLIENT OPERATIONS, ClearPath / WageWorks, Williston, Vermont
Leading provider of Consumer-Directed Benefits (CDBs) in the United States
2017 – 2018
•
Reconfigured profile and role object within Salesforce instance, allowing for improved department client operations by streamlining redundant and conflicting permissions
•
Serve as a Client Operations subject matter expert for Client Services to serve as an advocate for both Clients
Partnerships
•
Assist with special projects, as needed, for Client Operations Team
CLIENT RELATIONSHIP MANAGER, National Life Group, Montpelier, Vermont
2015 – 2016
Diversified financial services company founded in 1848 with $1.7B in revenue.
• Developed interdepartmental relationships to facilitate solutions to escalated client issues. Led training and onboarding designed to maximize the client experience for new independent channel partnerships.
• Served as Salesforce Administrator team lead for operations. Designed reports & dashboards designed to improve Salesforce user functionality. Coordinated efforts with in-house and off-shore CRM development team. Designed and managed profiles and customized page layouts for operations team and call center. Trained end users
on Salesforce.
• Developed Salesforce approval workflow process workflow to improve SLAs by 50% for new client build process.
PRESIDENT / FOUNDER, Navigate Global Health, Williston, Vermont
2007 – 2013
Founded website for international travelers to find accredited healthcare options while overseas.
•
•
•
•
•
•
Cultivated a wide client base and marketing services to various hospitals, doctors’ offices, and dental clinics.
Assessed industry developments and adjusted corporate policy based on predicted changes.
Tailored website and information to better meet travelers’ increasing needs.
Managed team to assist with marketing and technical research by collaborating with a partner company regarding
valuable insights and data analysis.
Established relationships with eight hospital and dental groups across five countries, allowing for the coordination
of travel and procedural needs for patients overseas.
Consulted with a Dartmouth College Tuck MBA team on designing and Medical Travel Business as part of their
MBA project.
INDEPENDENT CONTRACTOR, Burlington, Vermont
2013 – Present
Transition Consultant, The Vermont Agency, Colchester, Vermont
Led transition after previous long-time, knowledgeable operations employee left organization.
2016
•
•
Conducted Salesforce reimplementation, customization and training.
Implemented improvements in the policyholder service request process, including identifying and enhancing client
conservation opportunities.
•
Reduced turnaround time for disbursements and beneficiary change requests for multiple product channels.
Operations Consultant, Westwood International, Stowe, Vermont
2015
Implemented efficient model to improve operations for developing tactical managers into strategic leaders.
•
•
Created and implemented financial plan and controls to improve cash flow, allow for long-term planning and create opportunity to optimize strategic decision making.
Generated a new employee/consultant on-boarding program designed to introduce Westwood to new staff.
Website Migration Consultant, Vermont Secretary of State, Montpelier, Vermont
Member of the open sourced Umbraco content management system implementations team.
•
•
Improved customer experience for the Office of Professional Regulation via a database-driven CMS system.
Advanced new site structures to allow for successful transfer of data content from legacy site to new CMS.
E DUCATION , C ERTIFICATIONS & V OLUNTEER
Bachelor of Arts, Political Science
Lynchburg College, Lynchburg, Virginia
CERTIFICATIONS
Certified Salesforce Sales Cloud Consultant, Salesforce.com
Certified Salesforce Administrator, Salesforce.com
HubSpot Sales Software, HubSpot.com
VOLUNTEER
CRM Consultant and Administrator, Nyaka AIDS Orphans Project, East Lansing, MI, 2017
2014
