Stephen Pulket

Experience

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  US Army

  Oct 2004 - Oct 2010

  Military Police Officer

  • Trained Military Policeman with secret security clearance• Combat Veteran of Operation Iraqi Freedom • Protective security detail fire team leader with +150 missions• Certified Combat Lifesaver• Honorable discharge as Sergeant (E5)

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  Nichiha USA

  Jan 2013 - Nov 2017

  • Salesforce Administrator for Nichiha USA organization with 100+ active users• Project Manager of ERP and CRM Integrations between Sage100 and Salesforce Enterprise• Manager of Salesforce consultants and third party SFDC applications: Geopointe, Link Point, Zen Kraft (FedEx), Demand Tools• Designed, setup and maintained Salesforce standard objects, custom objects and junction objects, while also structuring user roles, security profiles and workflow rules. • Created and issued standard operating procedures to achieve company objectives through multiple platforms• Identified sales analytics and pursued strategic opportunities to introduce new and enhanced products, further penetrating existing markets• Analyzed sales trends to assist purchasing in forecasting six-month demand Show less • Directed team of nine to achieve service initiative objectives and maximize customer satisfaction while supporting 30+ outside sales representatives.• Oversaw recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks.• Managed weekly customer service and shipping metrics; evaluated error rates, call volumes and customer complaints; established and implemented plans to correct deficiencies in service.• Strengthened relationships with key internal staff across sales, production, warranty, marketing, and quality assurance departments to optimize customer service processes and procedures.• Reviewed and approved return material authorizations (RMA), and relayed product issues to upper management, production managers and quality assurance teams.• Enhanced customer service through processing purchase orders, communicating product availability, and investigating grievances. • Coordinated weekly conference calls with sales managers to discuss and identify possible trends that may impact service levels. Show less

  • Business Development & Salesforce Administrator

    Mar 2015 - Nov 2017

  • Customer Service Supervisor

    Jan 2013 - Mar 2015
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  Elavon, Inc.

  Nov 2017 - Jan 2020

  Director of Salesforce Strategy and Execution

  • Responsible for the Salesforce Administrative team within the Elavon North American Salesforce organization in conjunction with managing 1000+ active Salesforce users • Lead architect and senior administrator during a system wide rollout of Salesforce Lightning including an augmented sales process• Developed and published companywide key performance indicators and metrics on unified sales dashboards to unite a multi-channel sales organization• Bolstered Salesforce adoption of active users to the ninety percentiles from a low to mid-teen baseline• Influenced key systematic changes of multiple platforms by communicating system advantages and disadvantages with the Executive Leadership team• Applied agile methodology to enhance and streamline the digital self-boarding process by being a key member of the Digital Platform Innovation team• Launched Customer Account Management team (80+ individuals) within Salesforce to service and strengthen relationships of new and existing customers • Presented breakout Salesforce training sessions at the annual sales leadership conference Show less

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  Veritiv Corporation

  Jan 2020 - Mar 2022

  Digital Connectivity Manager

  • Leader of the CRM strategy and implementation including eCommerce and eBusiness teams• Manager of CRM and EDI applications, system integrators, and managed service providers• Developed global CRM roadmap that aligns with enterprise level digital transformation• Refined standard operating procedures to adopt agile methodology in the CRM system development lifecycle process• Implemented Salesforce lightning and case management to 3500+ internal users• Responsible for business functions that provide digital integrations and order automation to the global sales organization Show less

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  Equifax

  Mar 2022 - now

  Senior Director, CRM Product Management

  • Led transformation and reorganization of Salesforce support model, establishing developmentteams and shifting development back into responsible business units to increase velocity• Developed long term strategic roadmap focusing on platform scalability, optimization ofintegrations, pricing enhancements with Oracle CPQ, and reduction of UI/UX friction• Conducted analysis of Sales Tools and techstack to benchmark KPIs, drive awareness andadoption of existing platforms, and review ROI• Facilitate monthly CRM steering committee meetings outlining risk, decisions, and key informswith senior leadership• Accountable for vendor management of strategic partners such as Salesforce, EPAM professionalservices, Gartner, Demandbase, Gong, and others• Utilize agile methodology for Software Development Process (SDLC) with leading PI planning,sprint planning, sprint retros, capacity reviews, daily standups, grooming, and other ceremonies Show less