Cass Papadopoulos

Experience

• 

  Wesley College

  Feb 2015 - Aug 2018

  Sports Coach
• 

  Optus

  Sept 2016 - Nov 2018

  Retail Assistant
• 

  Institute for Physical Activity and Nutrition (IPAN)

  Jul 2018 - Oct 2018

  User Interface Designer
• 

  Australian Taxation Office

  Sept 2018 - Feb 2019

  University Partnership Program
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  Accenture

  Apr 2019 - Mar 2024

  𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗣𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝗗𝗲𝘀𝗶𝗴𝗻𝗲𝗿Salesforce Functional Consultant and Designer for a large-scale technology transformation project. Led requirement gathering workshops, developed prototypes and designed Salesforce solutions that were implemented through agile delivery across 8 different countries. Optimised the process and user experience design across Sales Cloud, CPQ, Experience Cloud and Service Cloud for over 500 end users.𝗟𝗲𝗮𝗱 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗣𝗿𝗲𝘀𝗮𝗹𝗲𝘀 𝗗𝗲𝗺𝗼 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿 · 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱Founded and led the development of the internal ANZ Salesforce Demo Engineering Team within the Presales domain, specialising in presenting product functionality during Request-for-Proposals (RFPs). Innovatively crafted comprehensive playbooks and conducted training sessions, empowering team members with the knowledge and skillsets to project manage and execute product demonstrations. Achieved notable success in securing large-scale technology implementation projects across diverse industries including government, insurance, retail, and aviation. Show less 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝘀𝗶𝗴𝗻 𝗟𝗲𝗮𝗱As the Service platform design lead for a leading Utilities retailer client, I led the discovery workshops using Design Thinking methodologies to identify key pain points in the client's processes when servicing their customers. During the workshops, I pinpointed crucial business requirements and processes, where I optimised them for seamless integration into the Salesforce platform. Using Figma and Salesforce Sandboxes, I developed prototypes to thoroughly test the newly designed processes with the client. Using my expertise in User Experience Design and my technical knowledge of Salesforce, I directed a team of 10 to optimise the utilisation of the low-code Salesforce platform, while still ensuring that the end product still delivered the best possible end-user experience. I conducted impactful training sessions, providing deep insights into Salesforce capabilities and insights on effective service design. 𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗣𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝗖𝗼𝗻𝘀𝘂𝗹𝘁𝗮𝗻𝘁Digital Platform Consultant, for a Digital & CRM Implementation project with a major insurance company. Collaborated with UX designers to ensure practical Salesforce designs for Experience Cloud, avoiding excessive customisation and adhering to project timelines. Created technical designs to enhance the customer experience during insurance purchases, reducing drop-offs, and increasing conversion rates.Led documentation for all functionality and collaborated with product and business owners to identify the requirements, fostering a comprehensive understanding of stakeholder needs. Managed and coordinated across multiple project streams, maintaining effective communication with various teams to ensure timely delivery and alignment with project goals.Established agile project methodologies, developing effective ways of working, promoting streamlined processes, and fostering a collaborative environment to enhance project efficiency and delivery. Show less 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗙𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗗𝗲𝘀𝗶𝗴𝗻𝗲𝗿As the Salesforce Platform Designer for a leading Utilities retailer client, I played a crucial role in a Technology and Call Centre transformation that had a total of five releases. I facilitated four weeks of design thinking workshops for each release to collaboratively identify business requirements and user pain-points.Owned the end-to-end capabilities for Service, Customer 360, Marketing, Collections, and Refunds, where I led the requirements gathering, UI designs and platform solution, process and UX improvements, and functional documentation for these capabilities. Achieved and surpassed the set goal of reducing handling time by 14% through the design and process improvements. Utilised technologies including Salesforce CRM, AWS, Genesys Pure Cloud, and Salesforce Quip to deliver a multifaceted solution. Managed a dedicated development and testing team of 10 through the delivery of capabilities using Agile Methodologies.𝗣𝗿𝗼𝗷𝗲𝗰𝘁 & 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 𝗟𝗲𝗮𝗱As the Project and Technology Lead for an Australian LGBTIQ+ Non-Profit organisation, I led the implementation a CRM, Marketing, and Donation technology solution. The technology transformation consisted of consolidating Excel spreadsheets into a cohesive Salesforce solution, leveraging technologies such as Salesforce Non-Profit Success Cloud, Raisely, Zapier, and Engaging Networks.I facilitated design thinking workshops to thoroughly research and identify business requirements for the comprehensive solution. I managed the low-code integration solution with the marketing and donations platforms, optimising data flow and overall operational efficiency.Cultivated and maintained robust relationships with the CEO and senior executives, ensuring alignment with organisational goals and stakeholder expectations. Directed a dedicated team of 6, fostering seamless collaboration with the client's team. Show less

  • Business Architecture Associate Manager

    Nov 2022 - Mar 2024

  • Business & Integration Specialist

    Nov 2021 - Nov 2022

  • Application Development Senior Analyst

    Dec 2020 - Nov 2021

  • Application Development Analyst

    Jul 2020 - Dec 2020

  • Application Development Associate

    Apr 2019 - Jul 2020
• 

  J4RVIS

  Mar 2024 - now

  Salesforce Solutions Engineer