T

Tam Phuong Nguyen

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6x Salesforce Certified | Salesforce Administrator
Quincy, Massachusetts, United States
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Résumé

Jobs verified_user 0% verified
  • LastPass
    Senior Salesforce Service Product Owner
    LastPass
    Apr 2025 - Current (1 year 7 months)
    • Support, enhance, and optimize an SFDC Ecosystem that includes: Service Cloud, Experience Cloud, Sales Cloud
    • Translate complex business needs into actionable product requirements, user stories, process flows, ensuring alignment with company goals.
    • Collaborate with cross functional teams including Customer Experience, Sales Ops, Partners, and Security to prioritize and deliver high-impact secure Salesforce features.
    • Developed and maintained strong relationships with CX stakeholders, influencing and advocating for solutions that enhance business processes and drive customer satisfaction.
    • Earned recognition for successfully leading the Einstein chatbot implementation as TPM, resulting in 30% case deflection and de
  • LastPass
    Salesforce Product Owner(CX)
    LastPass
    Feb 2023 - Mar 2025 (2 years 2 months)
    • Support, enhance, and optimize an SFDC Ecosystem that includes: Service Cloud, Experience Cloud, Sales Cloud
    • Responsible for providing day to day support for 600 Salesforce Users.
    • Maintain and enhance the Partner Portal and Customer Support Portal, flows, validation rules, profiles, permission sets, case assignment rules, omni channel, etc.
    • Work with Stakeholders from Customer Support, Sales Ops, and Partners to enhance existing functionality and build new functionality/processes (ex. SF Chatbot, Lead to Case, Internal Case Enhancements & Routing, Support Case Routing, Case Management, Support Portal and Partner Portal).
    • Integrate and maintain apps within Salesforce (Zoomin, Genesys/OneView, JIRA, Gainsight, Ma
  • Salsify
    Senior Salesforce Administrator
    Salsify
    Apr 2022 - Nov 2022 (8 months)
    • Support, enhance, and optimize an SFDC Ecosystem that includes: Sales Cloud, Service Cloud, CPQ, and Kimble PSA
    • Responsible for providing day to day support for 600 Salesforce Users.
    • Build and enhance flows, process builders, validation rules, page layouts, profiles, permission sets, Conga templates, etc.
    • Lead workflow and process builder migration to flow project. Migrated 40 Workflows and 5 Process Builders to Flows.
    • Lead Documentation Project for Admin specific Salesforce processes, This included best practices for admins, automation, as well as creating a Confluence space and pages.
  • Granite Telecommunications
    Senior Salesforce Administrator
    Granite Telecommunications
    Feb 2020 - Apr 2022 (2 years 3 months)
    • Responsible for onboarding new users into Salesforce and provide technical training on Salesforce and related tools and processes.
    • Create and support Custom objects, processes, flows, validation rules, page layouts, reports, dashboards and help design and develop solutions to meet organization's mission and sales goals.
    • Create and maintain documentation of Salesforce Cloud processes for Sales and Operations Teams.
    • Maintain license assignments for Salesforce and related Apps such as Zoominfo, Discoveryorg, Conga Contracts, etc.
    • Provide day-to-day end user support including, user adoption, system configuration and maintenance, testing, data integrity, backups, etc.
  • Granite Telecommunications
    Salesforce Administrator
    Granite Telecommunications
    Jul 2018 - Feb 2020 (1 year 8 months)
    • Conduct basic Salesforce.com Admin functions, assigning and maintaining licenses, and supporting Users.
    • Customize fields, page layouts, reports, dashboards and help design and develop solutions to meet organization's mission and sales goals.
    • Provide day-to-day end user support including user adoption, system configuration and maintenance, testing, data integrity, backups, etc.
    • Provide technical training to new and existing users on Salesforce compliance as well as new business processes we integrate into Salesforce.
    • Assist Regional Vice Presidents, Sales Directors, and Sales Representatives with lead/company assignmen
  • Babson College
    Jr. Application Administrator
    Babson College
    Jun 2017 - Mar 2018 (10 months)
    • System Administrator for Salesforce for IT Operations providing Tier 2 Level Support.
    • Liaised business issues and solutions between different departments (Business Users) and IT (QA and Developers).
    • Created and maintained reports and dashboards to help business users in their reporting and analysis.
    • Responsible for HEAT (Support Ticketing System) tickets related to Salesforce Orgs (Babson Connector, CRM).
    • Responsible for knowledge related to Apps installed in Salesforce Orgs (FormAssembly, Conga, Dupeblocker, Demandtools, Data.com Clean, Da
  • Babson College
    Quality Assurance Analyst
    Babson College
    Aug 2015 - May 2017 (1 year 10 months)
    • Practice the Babson Testing Software Life Cycle (hybrid waterfall, agile methodology).
    • Record and code automated tests (using Selenium IDE) for thorough test coverage.
    • Maintain configuration and test builds in Jenkins Continuous Integration Server.
    • Create, maintain, and execute test plan, scripts, and test cases for testing application builds to ensure that quality software is provided for release to production.
    • Responsible for documenting bugs and issues by priority and severity with clear and unambiguous steps to reproduce.
    • Responsible for testing the Babson portals (Bell, student portal, faculty portal, admit portal, and Babson Connector - Salesforce Community).
    • Performed functional testing, re
  • Dyn
    Hackademy Participant 2015
    Dyn
    May 2015
    During my senior year in college, I was nominated to participate in this event. During this 4 day program, we attended workshops related to coding (HTML, CSS, Javascript), as well sessions related to quality assurance, software developing, and we also had networking opportunities with local startups. On the last two days, we participated in a mini hackathon, we were divided into groups and each team had to create a website or app that was related to education. We chose to create a Math website which would take users through modules that included addtion, subtraction, division, multiplication, and modulo division. Our main theme was encryption and from completing each module, users would be able to learn basic cryptography. Ultimately, we wo
  • Babson College
    Quality Assurance Analyst Co-op/Part Time
    Babson College
    Jun 2014 - Aug 2015 (1 year 3 months)
    -Conduct exploratory testing on software applications during development. -Practice the Babson Testing Software Life Cycle. -Record and code automated tests (using Selenium IDE) for thorough test coverage. -Maintain configuration and test builds in Jenkins Continuous Integration Server. -Create, maintain, and execute test plans and scripts for testing application builds to ensure that quality software is provided for release to production. -Responsible for documenting bugs and issues by priority and severity with clear and unambiguous steps to reproduce.
  • Wentworth Institute of Technology
    SAT PREP Tutor
    Wentworth Institute of Technology
    Jan 2014 - Apr 2014 (4 months)
    - Tutored high school students in math to better prepare them for the SATs. - Worked within a team of peers and coworkers. - Researched and attained addition skills to better assist students. - Assisted students in completing practice SAT math questions.
  • B
    Customer Service Representative
    Buckley Insurance Agency, Inc.
    May 2013 - Aug 2013 (4 months)
    - Assisted customers with auto and homeowner quotes. - Filed auto claims and took insurance payments from customers. - Settled issues and/or concerns customers had with their policies.
  • Wentworth Institute of Technology
    Engineering Calculus Undergraduate Teaching Assistant
    Wentworth Institute of Technology
    Sep 2012 - Dec 2014 (2 years 4 months)
    - Attended lectures to follow course curriculum to assist students. - Held 2 recitation sessions per week to complement lectures. - Worked closely with students in order to help them succeed in the class. - Assisted students by practicing problems to strengthen skills in differentiation and integration.
  • Wentworth Institute of Technology
    Mail Clerk/Switchboard Operator
    Wentworth Institute of Technology
    Sep 2011 - Jul 2015 (3 years 11 months)
    -Answered incoming calls the college gets and redirects them if needed. -Distributed mail to different departments/dormitories. -Responsible for giving students packages or mail when they came to pick it up. -Faxed paperwork for students, staff, and faculty when needed.
Education verified_user 0% verified
  • Wentworth Institute of Technology
    bachelor, Bachelor’s Degree Applied Mathematics
    Wentworth Institute of Technology
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