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Avalon Swain, PMP

Avalon Swain, PMP

Concord, NC, United States
Member since April 21, 2017
Avalon is a certified project manager and Salesforce consultant with 7 years of experience planning and delivering Salesforce Sales Cloud, Service Cloud, Marketing Cloud, and Lightning Experience solutions enabling organizations to achieve higher performance and meet their goals. He is consistently chosen as a trusted adviser and driven to surpass organizational goals while creatively influencing and motivating others to do the same.
Avalon is now available for hire
  • Intentional Signs
    Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Marketing Cloud...
  • TCA
    Salesforce Sales Cloud, Salesforce Service Cloud, Microsoft Dynamics CRM...
  • IBM
    Oracle PeopleSoft CRM, Siebel & Kana
  • Agile Software Development, 10 years
  • Salesforce, 7 years
  • Certified Salesforce Administrator, 4 years
  • Tableau, 4 years
  • Apex, 3 years
  • Salesforce Marketing Cloud, 3 years
  • Visualforce, 3 years
  • Salesforce Lightning, 2 years
Concord, NC, United States
Preferred Environment
Salesforce Sales, Service, Marketing Cloud
The most amazing...
...project I've worked on is a Salesforce implementation for a local nonprofit organization that helps them raise money to feed the poor.
  • Salesforce Program Manager
    Intentional Signs
    2012 - PRESENT
    • Managed the technology investment and operations of a marketing and sales technology consultancy.
    • Aligned and partnered with client stakeholders to lead several agile, waterfall, and hybrid projects in the delivery of personalized marketing automation, customer relationship management and business intelligence digital and print media solutions.
    • Increased the web visibility 200% and marketing leads 70% annually through the deployment of email, social, digital, mobile, and web automated marketing campaign solutions via Salesforce Marketing Cloud.
    • Improved the sales conversion rates 65% annually through the integration of optimized customer relationship management and customer service solutions via Salesforce Sales Cloud and Salesforce Service Cloud.
    • Led successfully 2 Marketing Cloud, 4 Sales Cloud, 2 Service Cloud and 1 Community Cloud client implementations.
    • Supported several key clients including Hertz Corporation, TIAA, Discovery Education, VF Corp, and Pacific Pond.
    • Implemented marketing automation and digital transformation.
    • Managed customer relationships and provided service.
    • Conducted project management, ERP, EPM, and financial reporting.
    • Worked on business intelligence and predictive analytics.
    Technologies: Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Marketing Cloud, Salesforce Lightning Experience, Adobe Creative Cloud, Adobe Marketing Cloud, Google Analytics
  • CRM Program Manager
    2003 - 2012
    • Established the technical vision and direction of a B2C residential services franchise.
    • Led a team of 25+ service engineers to meet customer service levels.
    • Managed all the technical hardware solution implementation projects including servers, storage, network, data/voice, VoIP, Wi-Fi, and mobility.
    • Managed also all the software solution implementation and defect resolution projects including Linux and Windows infrastructures and customer relationship management, audio/video surveillance monitoring, access control, case management, project management and financial reporting application systems.
    • Managed enterprise productivity and business intelligence deployment; using MS Windows Server and MS SQL Server.
    • Handled office productivity and the project management system implementation; using MS Office, MS Visio, and MS Project.
    • Managed customer relationships, financials, and collaboration productivity; using MS Dynamics CRM and MS SharePoint.
    • Provided customer support concerning Salesforce Sales Cloud and Salesforce Support Cloud.
    Technologies: Salesforce Sales Cloud, Salesforce Service Cloud, Microsoft Dynamics CRM, MS SQL Sever, MS Windows Server
  • Manager
    2001 - 2003
    • Managed $8 million to $15 million in global services customer relationship management consulting practice revenue and 20 functional and technical consultants to support Oracle/PeopleSoft CRM system implementations.
    • Provided career development support for consultants, and project managers and increased team productivity billable hours, driving revenue increase across the consulting practice.
    • Developed CRM operations maturity, knowledge capital, best practices and SDLC, and waterfall & agile project and risk management plans customized for the energy, financial services, investment banking, capital markets, wholesale banking, retail banking and insurance industries.
    • Partnered also with strategy consultants to architect, build, and implement PPM and PMO knowledge capital and project management best practices for investment banking clients.
    • Supported several key clients including JP Morgan, Sprint, CBS, NewPower, and age Philadelphia Housing Authority.
    • Managed customer service, contact center, and call center deployments; using PeopleSoft CRM.
    • Integrated the customer relationship management with ERP and financial systems; using Oracle and SAP.
    • Delivered a CRM consulting practice marketing campaign and project plans; using MS Project and MS Office.
    Technologies: Oracle PeopleSoft CRM, Siebel & Kana
  • Manager
    1997 - 2001
    • Aligned with the strategy and process consulting practice management to plan and deliver enterprise architecture, customer relationship management, eCommerce, and enterprise performance management consulting engagements at Fortune 100 financial services, investment banking, capital markets, retail banking, and insurance clients.
    • Planned and managed several large, complex application and infrastructure projects simultaneously and led the global implementation project teams of 12 - 18 technical consulting and client architects.
    • Handled and was responsible for partnering with executive level project stakeholders to ensure that all the project charter, scope, quality, risk, cost, resource, and time constraints were managed and that the communication plans were accurately and efficiently executed.
    • Supported the application development best practice and knowledge capital delivery at investment banking, retirement, fixed income, capital markets and insurance clients.
    • Supported several key clients including USAA, Aetna, Empire, Atlantic Bank, Bank of America, and the Carolinas Healthcare System.
    • Developed and customized a CRM, eCommerce, and EPM systems; using Adobe Dreamweaver and MS Visual Studio.
    • Worked on enterprise architecture, BI, IT operations maturity model, and IT service delivery assessment; using KX.
    • Delivered project plans, ROI, and TCO reporting; using MS Office, MS Project, Open Workbench, and Lotus Notes.
    Technologies: MS Visual Studio, MS Project, MS Office
  • Coca Cola Bottling Company Salesforce Lightning Migration (Development)

    Applied critical updates, security health check updates, Salesforce optimization best practices, and completed a Lightning migration assistant.

  • Hertz Corporation Salesforce Implementation (Development)

    Provided the program management and system administration of a Salesforce Marketing Cloud, Salesforce Sales Cloud, and Salesforce Service Cloud implementation.

  • TIAA Institutional Investment Revenue Scorecard Implementation (Development)

    Provided program management and system administration of a Salesforce Sales Cloud and Tableau implementation.

  • Discovery Salesforce Implementation (Development)

    Provided program management and system administration of a Salesforce Sales Cloud, Salesforce CPQ, Salesforce Service Cloud, Salesforce Community Cloud (partner portal), and Salesforce Marketing Cloud implementation.

  • VF Corporation Salesforce Implementation (Development)

    Provided program management and system administration for a Salesforce Service Cloud, Workday HRIS, and IBM MQ Series ESB implementation.

  • Platforms
    Salesforce, Salesforce 1
  • Misc
    Salesforce System Administration, Salesforce Lightning, Certified Salesforce Administrator, Apex Triggers, Apex Classes
  • Tools
    Salesforce Marketing Cloud, Tableau, JIRA, Data Loader
  • Paradigms
    Agile Software Development
  • Languages
    Apex, HTML, AMPScript, CSS, JavaScript
  • Frameworks
  • Bachelor of Science in Business Administration (BSBA) in Management Information Systems
    East Carolina University - Greenville, NC, USA
    1981 - 1985
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