Summary

Sasha Madfes has a reputation for easily identifying opportunities to drive efficiencies through the evaluation of operational procedures and optimization of department processes -- while continuing to maintain an emphasis on customer satisfaction. She has developed this ability with over 10 years of proven successes, with her most recent achievements having made significant impacts on B2B focused Web 2.0 technology and New Media companies.

Perhaps the greatest asset Madfes has to offer is her unique effectiveness in working with many personalities. Carefully assessing individuals' abilities and knowledge, she is able to successfully maximize on their potential. She also brings an admirable work ethic and an incredible drive that makes her a pleasure to have on the team.

In addition, she has a twinkle in her eye, a spring in her step, and a commitment to exceed expectations!

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RESUME PDF: docs.com/@sasha.madfes

This resume details Sasha Madfes' increasing levels of responsibility and professional highlights.Also included are details and accomplishments from her recent positions,

providing leadership within a sales division, as well as while working at a lead generation and performance-based online marketing company with supervisory management responsibilities.

STRENGTHS

CRM: SFDC

Enterprise Salesforce Administrator level access for managing 70+ users, creating and maintaining custom objects and fields, handling bulk data migration, maintaining page layouts, and installing applications from the App-Exchange. Imported, de-duplicated/merged, converted, and cleaned-up leads, contacts, accounts, and campaigns. Configured dashboards, created custom reports of performance metrics, and customized profile specific view screens.DESKTOP SUPPORT Experienced with performing extensive technical support, general trouble shooting of software and hardware failures, and identifying network problems when related to work station configurations including hardware installations, registry repairs, software configuration changes, and regular maintenance in Microsoft Windows environments.MICROSOFT OFFICE Expert level, advanced knowledge of efficient methods for using functions of Microsoft Word, Excel, Outlook, and PowerPoint applications, including the writing, utilization, and testing of macros to increase productivity; arranging data using pivot tables, advanced complex formulas for cell reference, vlookup, concatenate functionality, and if/then statements.CREATIVE DESIGN Skilled with Adobe design applications including Photoshop, Illustrator, and Acrobat. Created personal websites and has active membership with various graphic, font, and photography services used for project inspirations and mastering design skills.BUSINESS / CLIENT DEVELOPMENT Knowledgeable in the principles and processes for providing customer service, including needs assessment, meeting quality standards, and evaluation of customer satisfaction; adept at developing and deploying effective service delivery, call center, and quality control strategies. Experienced in supporting sales efforts by performing competitive research, lead generation, lead nurturing, and management of the revenue cycle, and sales pipeline.ONLINE MARKETING Maintains active independent relationships with affiliate marketing services as a publisher. Familiar with current web technologies, web services, and enterprise software as well as interactive dashboards used by online publishers, advertisers, and in e-commerce to analyze key metrics, optimize campaigns, and develop solutions to reduce barriers and increase conversion rates.

Work History

Work History
Aug 2010 - Dec 2010

Salesforce Administrator

The Pasha Group

IT SERVICES + DATABASE MANAGEMENT

Contracted through Robert Half Technology, Inc to provide system administration on a customized Salesforce CRM platform with 70 end-users and 10,000+ contacts.

Performed mass imports, record updates, and data manipulations. Developed customized list views, reports, and dashboards; set-up account hierarchies. Supported corporate marketing activities including campaign creation and mailing list generation; worked directly with print and postal vendor.

ACCOMPLISHMENTS:

  • Successfully uncovered major data integrity issues; resolved undeliverable bulk-mail rate address issues causing unnecessary expense.
  • Utilized macros, the Apex Data-Loader, and Data Utilities to manage and complete a thorough system cleanup.
  • Identified, evaluated, and integrated additional cost effective procedures to maximize efficiencies between global departments with their long standing established off-line methods of operation.
  • Managed global projects that improved data quality, consistency, and reduced the cost of data operations.

The Pasha Group is a provider of innovative global transportation and logistics solutions for a broad range of corporate, private, and government clients in the Automotive, Maritime, Relocation, Transportation, and Logistics industries.

Aug 2008 - Sep 2009

Team Lead, Strategic Research

Marin Software

LEAD GENERATION + SALES SUPPORT + B2B MARKETING

Coordinated a team of 5 Research Associates responsible for conducting strategic investigation of prospective customers for the Inside Sales Team.

Identified and validated appropriate contacts responsible for managing each potential client's keyword bidding. Trained new employees in the standard operating procedures of the department and use of the CRM SFDC. Served as liaison to the Marketing Department.

ACCOMPLISHMENTS:

  • Determined best practices to resolve dashboard and data reporting issues after researching and identifying application solutions, enhancements, and system integrations in a Salesforce.com Administrator capacity.
  • Introduced new resources and methods of investigation for analyzing existing paid search advertising of prospects; protocol became instrumental in qualifying leads generated for the inside sales team.

Marin Software's SaaS offering is the "Marin Search Marketer", an enterprise-class paid search management application that analyzes, manages, and optimizes large-scale SEM/PPC campaigns of companies with a minimum online marketing spend of $100k per month on paid search across Google, Yahoo, and MSN's Bing

Jun 2005 - Jun 2007

Manager of Data Quality

Reply! Inc.

CALL CENTER MANAGER + WORKFORCE ANALYST + STAFF SUPERVISOR

Created, developed, and managed the Quality Control Team tasked with processing the company's products before they are delivered to subscribing customers.

Hired, supervised, and scheduled 15 non-exempt full-time call center employees to maintain 365 day, 24x7 coverage in screening requests, verifying contact information, and confirming interest for follow-up information. Instituted and coordinated bonus plans and incentive schemes to motivate staff and reward team members who excelled. Reported on performance metrics and all aspects of forecasting, planning, and KPI analysis, including preparation for predictions of volume and staffing.

ACCOMPLISHMENTS:

  • Multiplied revenues, achieving major improvements in speed and accuracy, by implementing new department validation procedures and scripts used for screening referral requests and verifying consumer contact information.
  • Implemented an inspection process to track discovered XML data issues from outsourced lead providers and evaluate issues related to product quality.
  • Recruited, assembled, trained, and managed a nationwide team of 20+ long-term independent contractors to work remotely as business needs dictated.
  • Reduced operating expenses, automating the lead review process, by integrating a 3rd party data verification provider TARGUSInfo.

Reply's primary service at the time was lead generation and performance-based online marketing with a national network of 17,000+ service providers receiving inquiries from OpenAuto, RealtyNow, AgentConnect, iMotors, and CarClub brands

Jun 2003 - Jun 2005

Sr. Account Manager

Reply! Inc.

CLIENT SERVICES + OPERATIONS + CUSTOMER SUCCESS + CUSTOMER SERVICE

Coordinated customer support activities and served as the primary client contact and escalation point for the company's automotive web services programs.

Processed monthly billings and oversaw retention efforts; reviewed and approved suspensions of delinquent accounts prior to the expiration their service contracts. Created action plans to improve service delivery based on metrics, data analysis, and customer feedback. Developed strategies to drive efficient operations by creating and implementing an audit process to determine and resolve service standard compliance issues.

ACCOMPLISHMENTS:

  • Defined the processes for contact handling and service requests, drafted all customer communication templates (web copy, emails, and debt collection letters) and created a customer service reference book.
  • Independently identified a 3-year-old database issue that was failing to report over $870,000 in generated revenue; successfully collected over 60% of those past due balances that had not been properly invoiced.
  • Increased ROI by reducing losses caused by wasteful practices by implementing an improved protocol for managing member accounts.

Reply's primary service at the time was lead generation and performance-based online marketing with a national network of 17,000+ service providers receiving inquiries from OpenAuto, RealtyNow, AgentConnect, iMotors, and CarClub brands

Oct 1997 - Nov 1999

Research Analyst, Interactive Banking

Bank Of America
Sep 1996 - Jul 1997

Market Research Analyst

Midwest Broadcasting (CBS/KFMB)
Jun 1996 - Apr 1997

Assistant to the Food & Beverage Director

San Diego Princess Resort

Education

Education
1991 - 1996

San Diego State University-California State University

BACHELOR OF ARTS + SCHOOL OF COMMUNICATION

MAJOR: COMMUNICATION

Theory and research of leadership communication. Organizational communication systems and strategies, including problems in organizational communication structures. Quantitative research methods in communication, including construction and analysis of surveys and experiments. Communication principles in professional settings, including interviewing, meeting management, and technical and non-technical oral presentations.

1995 - 1996

SAN DIEGO STATE UNIVERSITY

ASSOCIATED STUDENTS EXECUTIVE VICE PRESIDENT

Elected in a campus wide general election during the Spring 1995 semester with enrollment officially reported at 26,800 FTE students.

Oversaw all leased and operated facilities; including the student union, recreation center, arena, and childcare centers. Managed and revised the recruitment and selection of student government boards and committees. Participated in the selection, supervision, and performance review of paid staff. Reviewed and approved Associated Students $14 million operating budget. Coordinated and facilitated retreats, events, and weekly committee meetings.

1992 - 1995

SAN DIEGO STATE UNIVERSITY

AZTEC SPEECH AND DEBATE TEAM

Competed as a member of the school's nationally recognized forensic program. Received individualized training in competitive intercollegiate debate and individual speaking event category of persuasive speaking. Used specific argumentation models to comprehensively analyze relevant political and social issues. Traveled to competitive tournaments representing San Diego State University, competing on both State and National levels.