SASHA KATE MADFES

sasha @sashamadfes.com

[ 415 . 335 . 6444 ]

[ 415 . 595 . 3767 ]

[ summary ]
Over 10 years of proven success in identifying opportunities to drive efficiencies through the optimization of department processes
while coordinating work assignments and territories, motivating team members, and supervising staff at B2B focused services o f Web
2.0 and New Media companies.

Quickly identifies meaningful relevant patterns by manipulating, analyzing, and validating spreadsheet or CRM system data to
uncover and resolve integrity issues. Considers issues strategically from a business perspective in an effort to achieve targeted and
measurable results. Creates KPI and tactical metrics management reports so informed business decisions are possible.

Examines complex situations and develops innovative, effective, and repeatable processes to simplify them. Successfully maint ains
an emphasis on both internal and external customer satisfaction while establishing and evaluating department policies and
operational procedures in workforce analyst and performance management capacities.

[ salesforce.com CRM ]
[ strengths ]
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 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.

[ education ]
BA - COMMUNICATION SAN DIEGO STATE UNIVERSITY 1991 – 1996
Associated Students Executive Vice President
 [ highlights ]
THE PASHA GROUP Contracted through Robert Half Technology, Inc to provide system
SALESFORCE ADMINISTRATOR administration on a customized Salesforce CRM platform with 70 end-users and
10,000+ contacts. Performed mass imports, record updates, and data manipulations.
08.2010 – 12.2010 Developed customized list views, reports, and dashboards; set -up account
hierarchies. Supported corporate marketing activities including campaign creation and
[ IT services ] mailing list generation; worked directly with print and postal vendor.
[ database management ]
· 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.

MARIN SOFTWARE Coordinated sales development efforts of 5 Research Associates responsible for
TEAM LEAD, RESEARCH conducting strategic investigation of prospective customers for the Inside Sales
Team Utilized online resources, including KeywordSpy, Nielsen, Internet Retailer,
08.2008 – 09.2009 iSpionage, TheSearchMonitor, and iPerceptions:WASP, to identify appropriate
contacts responsible for managing potential clients’ keyword bidding.
[ lead generation ]
[ sales support ] · Determined best practices to resolve dashboard and data reporting
issues after researching and identifying application solu tions,
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.

REPLY! INC
MANAGER OF DATA QUALITY
06.2005 – 06.2007
[ call center manager ]
[ workforce analyst ]
Created, developed, and managed the Quality Control Team tasked with
processing the company's products before being delivered to subscribing
customers. Hired, supervised, and scheduled 15 non-exempt full-time employees to
maintain 365 day, 24x7 coverage in screening requests, verifying contact information,
and confirming interest for follow-up information. Reported on performance metrics
and all aspects of forecasting, and KPI analysis, including preparation for predictions
of volume and staffing.
· 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.
· Recruited, 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.
· Implemented an inspection process to track discovered XML data issues
from outsourced lead providers and evaluated issues related to product
quality.
· Instituted bonus plans and incentive schemes to motivate team
members.

REPLY! INC Coordinated customer support activities and served as the primary client
SENIOR ACCOUNT MANAGER contact and escalation point for the company’s automotive web services
programs. Processed monthly billings and oversaw retention efforts; reviewed and
06.2003 – 06.2005 approved suspensions of delinquent accounts. Created action plans to improve
service delivery based on metrics, data analysis, and customer feedback.
[ client services ]
[ customer service ] · 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.
· Developed strategies to drive efficient operations by creating and
implementing an audit process to determine and resolve service
standard compliance issues.
http://www.linkedin.com/in/sashamadfes