Salesforce Certified Advanced Administrators

• Spearheaded the development and deployment of a Generative AI solution tailored for the automotive industry focusing on improving customer experience through AI-driven innovations.

• Conducted in-depth market research to understand unique challenges and opportunities within the automotive sector by analyzing industry trends, customer pain points, and competitive offerings to inform the product strategy.

• Formulated a strategic vision for the Generative AI solution targeting personalized customer experiences, aligned product vision with the company’s long-term goals and automotive market demands.

• Enhanced customer satisfaction by introducing personalized AI-driven features, achieving a 15% increase in customer engagement and loyalty.

• Attended and represented Audi AG on a group-wide level in workshops for AI strategy for customer experience.

• Leveraged knowledge of recurrent neural networks and transformer architecture.

• Utilized GPT-3 generative AI frameworks.

• Employed TensorFlow and PyTorch for machine learning.

• Used Tableau from Salesforce for data analysis and visualization.

• Served as solution manager for the Business Architecture team.

• Collaborated with business stakeholders within Audi OEM to gather requirements for CRM strategy including marketing department, CRM heads across countries, VW group brands and CARIAD SE.

• Represented Audi AG in CRM strategy workshops held in different countries.

• Discussed CRM strategy with head of CRM and Data based on workshop outcomes.

• Conducted business analysis on gathered market data to improve customer experience.

• Planned and launched marketing campaigns such as welcome mailing, license renewal reminders, Audi Progress Circle and Black Friday campaigns.

• Managed project budget.

• Acted as solution manager for the ONE.CRM team at CARIAD SE on loan from Audi AG.

• Collaborated with business owners of VW group brands to develop a central solution.

• Represented CARIAD SE in CRM strategy workshops in Spain, France and Italy.

• Discussed CRM strategy with head of CRM at CARIAD SE based on workshop outcomes.

• Conducted business analysis on market and brand data to improve customer experience.

• Planned and delivered campaign capabilities from template to brands such as welcome mailing for Audi AG, SEAT and SKODA.

• Managed project budget together with head of CRM.

• Implemented Service Tickets functionality for the HOLAWAL Partner Portal, taking full ownership of the epic from architectural design to delivery
• Conducted stakeholder meetings, defined solution approach, and developed a reusable dynamic LWC component that enables configurable flow creation through JavaScript file settings
• Implemented the IP-VPN workflow as a new business product and managed its end-to-end delivery using Salesforce Communication Cloud
• Designed and developed a customer-facing quoting mechanism enabling external customers to view and accept quotes seamlessly
• Localized and enhanced the customer portal by implementing Dutch translations, improving usability and engagement for a major Dutch client
• Designed a quote request submission flow for the customer portal using Balsamiq wireframing tool, ensuring all required details were captured upfront
• Developed an order form flow using Lightning Web Components to capture products, linked services, and service locations
• Configured Salesforce Industries CPQ by modifying existing products, adding new attributes, and implementing validations to enhance product customization and accuracy
• Implemented Apex mocking using the FFLIB library to build efficient, maintainable, and high-coverage test classes

• Created product roadmaps from conception to launch
• Led the successful delivery of a cross-functional program valued at €3.5 million per year
• Managed and prioritized the product backlog
• Specified requirements from different stakeholders and led design discussions
• Led the exploration, refinement, design, development, and operation of the product using agile methods and drove the overall vision and direction
• Worked closely with delivery teams and cross-functional partners (Business units, Software Engineering, UX, Domain Management)
• Developed and executed risk assessment, prevention, and mitigation plans; identified, tracked, and resolved issues
• Established program governance to manage requirements in line with scope, time, schedule, cost, and business objectives
• Acted as single point of contact for internal organization, customer, and partner to foster collaboration and decision-making

Achievements:

• Increased online reach of knowledge and efficiency in CIC
• Rolled out Salesforce Central Knowledge Mgmt. in 30 BMW markets for Selfcare and Assisted Care
• Improved performance and individuality of knowledge through GenAI integration in self-care and assisted care
• Reduced call costs, shortened call durations, and decreased follow-ups, lowering operational costs
• Rolled out GenAI solution in 20 BMW markets for Selfcare and Assisted Care

Technology/Tooling: Salesforce Service Cloud, Experience Cloud, Knowledge Base, Einstein GPT, Mulesoft, Adobe Analytics, BMW GenAI Platform, Jira, Confluence, GitHub, Jenkins, AWS, CI/CD

• Supporting several clients as full project member or tactical projects including consulting, solutioning, customizations and general administration.