Todd Dowdy

Experience

• 

  Best Buy

  Nov 2015 - Oct 2019

  Sales Consultant

  My responsibilities as a Sales Consultant at Best Buy consisted with communicating well with management, providing the best customer service as possible. and worked with my team to beat our daily, weekly, monthly, and quarterly goals.

• 

  Gusto

  Sept 2017 - Nov 2023

  Design and develop custom applications using Apex, Visualforce, and Lightning Components to meet business needs and enhance Salesforce functionality. Collaborate cross-functionally to integrate Salesforce with external systems. Review and optimize existing Apex code to improve performance and maintain scalability. Diagnose and resolve technical issues related to configuration and customization. Create unit tests and automate test scripts to ensure quality of custom code. Configure and customize Salesforce Service Cloud to enable omni-channel support, integrating Salesforce Chat to provide seamless customer interactions across multiple channels. Integrate Purecloud Telephony and CXONE NICE telephony systems with Salesforce Service Cloud, streamlining call center operations and improving agent productivity. - Played a key role in growing the company from 500 to 2000+ employees by delivering quality solutions that optimize processes and elevate customer experiences.- Implemented upsell process achieving nearly a million dollars in Annual Recurring Revenue through strategic customer tier placements.- Saving approximately $500K in service costs by architecting and developing a Case solve tool automating over 30% of the tax team's outstanding cases.- Enhanced customer authentication inaccuracies via IVR from 17% to below 0.1% by improving the authentication process.- Spearheaded our telephony transition from Purecloud to NICE CXone, mitigating provider outages and enhancing customer experience. - Customized Salesforce Service Cloud for omni-channel support, integrating Chat to enhance customer interactions across multiple channels, resulting in significant annual cost savings of around $200,000.- Moderated the collaborative effort to integrate Salesforce with external systems, ensuring smooth data flow and automating critical processes.- Orchestrated DevOps processes, ensuring 100% on-time weekly deployments as Deployment Lead for several months. Show less Supported end-users in answering questions and conducted personalized coaching sessions to enhance proficiency with platform features. Tailored platform in alignment with business requirements. Ensured data quality and security via audits and data management. Produced reports and interactive dashboards to enable data-driven decision-making for key stakeholders. Collaborated with development teams to connect platform to other applications. Implemented security measures to safeguard sensitive information and control user permissions. Contributed to project planning and execution, adhering to tight timelines and delivering on project outcomes. Designed and implemented intelligent call routing and IVR solutions to optimize call handling and improve customer experience.- Streamlined end-user support by addressing inquiries, facilitating personalized coaching sessions, and enhancing user proficiency.- Enforced robust security protocols to ensure the protection of sensitive data, successfully managing the onboarding of nearly a thousand Vendor users and maintaining precise control over user permissions.- Conducted seamless driving the transition from Salesforce Classic to Salesforce Lightning, resulting in an enhanced user interface, an improved overall user experience, and 40% increase in user productivity..- Amplified customer experience by creating an integration between Purecloud and Amazon LexBot, enabling accurate routing of customer requests based on our internal support tier structure.- Boosted NPS response rate by 10% through the implementation of an enhanced NPS survey process, leading to improved accuracy in NPS scoring.- Heightened internal and external documentation for clear communication and knowledge sharing.- Corresponded Bettercloud integration for automatic user creation and role-based access assignment in Salesforce, reducing Admin workload by 35%.- Crafted clear project user stories enhancing project velocity by 7 hours. Show less

  • Salesforce Developer

    May 2022 - Nov 2023

  • Business Technology Systems Admin

    Oct 2019 - May 2022

  • Account Manager

    Jan 2018 - Oct 2019

  • Customer Advocate

    Sept 2017 - Oct 2019
• 

  Envoy

  Nov 2023 - now

  Salesforce Administrator/ Developer