Seth Jones Email & Phone Number

Texas, United States

Texas, United States

Hamilton, New Jersey, US

• Established CRM governance processes, meeting and activity cadence, product backlog, platform / release readiness
• Support Sales, Customer Support, Services, Marketing, Finance teams with administration / break fix / enhancements
• Implement strategic initiatives
• Identify / remove technical debt
• Improve CRM security posture
• Provide training and support to business and CRM team

Southlake, Texas, US

• Led development / admin team for global Sales Cloud application.
• Managed stakeholder relationship with 3 business units to balance focus and prioritize deliverables for biweekly releases.
• Drove collaborative requirement and design reviews across team and stakeholders.
• Leveraged dedicated support model per business unit, but combined experience and skill to deploy more standard, high quality solution that were easier to support and modify.
• Orchestrated team to ensure issues resolution given business priority.
• Performed hands on configuration / code as needed: E.g. fields, user interface, APEX code revisions.

Southlake, Texas, US

• Product Owner and lead developer of global Salesforce Sales Cloud rollout for regional sales teams.
• Managed sales data conversion strategy and execution from Siebel to Salesforce.com
• Led collaborative design review and solutioning across internal and system integrator (HCL).
• Facilitated Agile (planning, estimation, ceremonies) improving distributed team collaboration and delivery while raising confidence and trust of stakeholders.

Southlake, Texas, US

• Selected to transition from legacy CRM team to new project to decide if company would move to Salesforce.com platform.Lead administrator launching Salesforce for newly acquired APAC unit. Worked across teams in India.
• Acting Scrum Master, scheduling Agile ceremonies, performing sprint planning and reviews.
• Configured UI, custom objects, fields, approval processes, and duplicate rules to enhance usability, data security, and adoption.Scrum Master / lead developer on prototype global Salesforce project for Airlines.
• As this was first foray into Salesforce from a corporate perspective lead data sharing / security workshops. Resulted in foundational Profiles and Role Hierarchy.
• Configured UI, business rules, and automation supporting sales methodology and forecasting.Analyst, developer, support for Contract to Collection (C2C) Siebel program initiatives. Managed offshore development resource.
• One of the first practitioners of Agile in our department supporting company shift to broader use.

Southlake, Texas, US

• Administration, analysis, design, development, and testing for two Siebel Call Center instances.
• Managed project improving the usability of Siebel for Sabre’s Travel Network Call Center.
• Enhanced CTI capabilities (Avaya CT for Siebel), improving caller data quality and call times by an estimated 20 seconds to 3+ minutes per inbound call.
• Lead Tester across Siebel, Avaya, and internal Web Site project. Planned / executed tests, routing defects to development teams. Wrote scripts for test repository increasing repeatability / standardization.
• Spearheaded support process redesign. Established end user communication and escalation procedures, documentation review and consolidation, and re-architected team knowledge base,

Lewisville, Texas, US

• Led support, administration, analysis, design, and development for Siebel 7.7 Call Center and Authorization/Claims management application.
• Implemented multiple data import processes reducing administrative load on health specialists.
• Established company standard for Contact uniqueness in CRM. Directly improved data quality and accuracy in matching data to inbound callers.
• Partnered with Account Management on account structure redesign. Simplified account reporting and improved visibility to customer satisfaction metrics.
• Restructured processes to minimize duplication of data for direct entry and integration channels.

Richardson, Texas, US

• Administrator / developer on Siebel Order Management proof of concept.
• Managed redesign of corporate Schedule of Charges and Price List on the Siebel platform. Automated Quote creation and enforced approvals.Administrator / analyst / developer for Siebel Call Center and Order Management.

Paris, France, FR

(Joint Venture between TXU and Capgemini)Developer for two Siebel implementations. Responsible for end to end release management. Coordinate code/configuration migration amongst break fix, project, and main environments.

Irving, TX, US

Developer for new Siebel application (supporting deregulation of Texas electricity market). Post launch moved to Production Support team (Siebel and CTI). Coordinate System and User Acceptance testing for Siebel and integrated billing system.

Bachelor Of Business Administration - Bba, Management Information Systems

Associate'S Degree