Jose Antonio Arroyo Pacas

Salesforce Solution Architect

WorkSpan

Oct 2025 - Current (11 months)

Primary platform resource for a co-sell and ecosystem management platform serving Fortune 500 customers — owning discovery, solution design, integration, UAT, and adoption across the largest enterprise engagements. • Architect and deliver 10 concurrent enterprise Salesforce engagements as primary platform resource — 6 builds spanning discovery, design, integration, UAT, and sign-off, plus 4 advisory engagements including SOW scoping and architecture review. • Lead technical recovery on escalated engagements for key accounts — running executive working sessions, partnering with CS and Product to resolve blockers, and rebuilding customer confidence through documented post-mortems. • Design scalable, secure architectures across Salesforce and

Senior Salesforce Consultant

WorkSpan

Nov 2023 - Oct 2025 (2 years)

Sole Salesforce resource after my senior peer departed — owning technical troubleshooting, declarative configuration, and customization end-to-end for 20+ enterprise clients, and turning tickets into structured mini-projects with discovery, solution design, change management, and post-deploy verification. • Delivered an estimated 30% reduction in recurring case volume by transforming routine support tickets into structured mini-projects with explicit requirements, solution design, UAT, and delivery milestones — addressing root causes. • Led WorkSpan's Salesforce platform end-to-end after my senior peer departed — absorbing troubleshooting, declarative configuration, and ad-hoc customization for 20+ enterprise clients without backup. • Led e

Salesforce Engagement Manager

Strategy Technology Group

Mar 2023 - Nov 2023 (9 months)

Early-stage managed-services boutique — owning solution-design oversight, PMO standup, and Agile delivery readiness for a 10-developer team (3 seniors) from pre-revenue stage. • Established the 55-employee organization's PMO and program management foundation — drafting initial SOPs, project templates, risk management framework, and a RASCI matrix that set the structural baseline. • Anchored pre-sales and hiring for the pre-revenue ramp — authoring SOWs that priced the consultancy's first paid Salesforce engagements and running technical interviews that built out the 10-developer team. • Directed delivery readiness for a 10-developer team (3 seniors) — overseeing solution design, translating functional requirements into user stories, and run

Senior Salesforce Functional Consultant

fusionSpan

Feb 2022 - Mar 2023 (1 year 2 months)

Salesforce consultancy on the Fonteva platform for association and nonprofit clients — owning capacity planning, workforce analytics, and stakeholder-facing solution delivery for a 100+ employee professional services firm. • Increased timecard submission compliance from ~60% to 95% across 100+ employees — tuning Certinia PSA configuration, Slack reminder workflows, and governance reporting for cleaner costing and faster invoicing. • Optimized resource utilization by 25% by establishing capacity planning and utilization KPIs, correcting overallocations, and enabling project continuity through reports, dashboards, and weekly governance. • Improved workforce planning accuracy by developing a skills matrix covering 255 skills and 302 certificat

Salesforce Functional Consultant

fusionSpan

Apr 2021 - Feb 2022 (11 months)

Managed-services portfolio of 4–5 simultaneous clients across a 10-month tenure — covering troubleshooting, declarative customization, end-user training, and discovery-to-design across Sales Cloud, Service Cloud, Experience Cloud, and Fonteva. • Delivered continuous platform improvements for 4–5 simultaneous managed-services clients across a 10-month tenure — covering configuration, customization, and end-user training across Fonteva, Sales Cloud, Service Cloud, and Experience Cloud. • Streamlined client request delivery through tight cross-functional collaboration with development, integrations, and data delivery teams — closing the loop between functional requirements and technical execution across recurring sprint cadences. • Translated

Salesforce Functional Consultant

Total Insurance Solutions LLC

Jul 2019 - Apr 2021 (1 year 10 months)

Sole technical resource owning the full Sales & Service Cloud migration, integrations to policy management and comparative-rating platforms, and two years of continuous platform iteration. • Owned the migration to Salesforce Sales & Service Cloud for a 5-user boutique agency — integrating policy management and comparative-rating platforms as sole technical resource across nearly two years of iteration. • Automated business operations across multiple release cycles — designing Flows, approval processes, escalation rules, and assignment rules and progressively replacing manual processes with declarative automation. • Configured 2 dynamic, multi-path Formstack webforms for lead capture and service requests — customized to customer preferences

Business Analyst

Total Insurance Solutions LLC

Nov 2018 - Jul 2019 (9 months)

CRM evaluation initiative comparing Salesforce, Dynamics 365, and HubSpot — building the internal business case that funded the Salesforce migration. • Negotiated licensing and integration terms with Salesforce, Applied Epic, EZLynx, and RingCentral — locking in the commercial envelope that funded the executive business case for platform migration. • Recommended Salesforce as the optimal CRM by comparing Salesforce, Microsoft Dynamics 365, and HubSpot across licensing, implementation time, and total cost of ownership — winning executive buy-in. • Translated CRM-evaluation findings into a board-ready replacement plan — scoping migration risks, integration touchpoints across Applied Epic, EZLynx, and RingCentral, and operational impact on pol

Business Development Analyst

Delote

Nov 2017 - Oct 2018 (1 year)

El Salvador food brand — owning B2B partnership development, market analysis, and the standardization of branded event execution across all customer touchpoints. • Identified market expansion opportunities by cultivating B2B partnerships with 19+ companies — including 12 with 100+ employees and 7 with 500+ employees — for corporate-events pipeline expansion. • Analyzed market and customer-segment data on event bookings and corporate-account spend — informing pricing, positioning, and partner-targeting decisions and turning anecdotal sales feedback into a data-backed GTM strategy. • Streamlined brand consistency across all touchpoints by leading the standardization of corporate event planning, logistics, and a cohesive visual identity — turn

Legal Operations Analyst

The Office Gurus

Nov 2016 - Oct 2017 (1 year)

US-headquartered BPO supporting law-firm clients across 8 lawsuit types — owning standardized intake procedures and providing the operational input that shaped the company's intake web application. • Supported US law-firm clients across 8 lawsuit categories — including personal liability and mass-tort matters — owning standardized intake and following guided-prompt evaluation playbooks aligned to each firm's compliance requirements. • Standardized litigation intake by establishing procedures and contributing the operational requirements that shaped the company's internal web application — replacing ad-hoc paper trails with a structured digital flow.

E-commerce Business Analyst

Uassistme

Nov 2015 - Oct 2016 (1 year)

US-focused virtual-assistance firm — managing 10 brands' Amazon Seller and Vendor Central operations as part of a small team subcontracted by a US e-commerce aggregator, including SEO optimization, advertising, and supply-chain coordination with US and China-based manufacturers. • Lifted visibility and sales conversions across 10 brands' Amazon Seller and Vendor Central operations — optimizing SEO, running ad campaigns, and refining targeting through ongoing metric analysis for a US e-commerce aggregator. • Mapped 15+ manufacturer touchpoints across consumer-goods suppliers in the US and China — coordinating Amazon FBA shipments and minimizing fulfillment errors across 10 brands.

Technical Support Analyst

Concentrix

Nov 2014 - Oct 2015 (1 year)

Microsoft consumer-support program at a global BPO — handling inbound English-language cases for US customers across Windows 7–10 system, network, security, software, and hardware issues. • Achieved ~70% first-call resolution across the Windows case mix — escalating only when root cause sat outside Microsoft's supported scope. • Cut average handle time ~10% against program baseline and held post-call CSAT in the mid-80s — leveraging Microsoft's internal knowledge base and reusing validated troubleshooting flows. • Configured Windows security troubleshooting on consumer endpoints — walking customers through Microsoft Defender configuration, malware-removal tooling, account-lockout recovery, and account-takeover hardening on a cybersecurity-s

Customer Experience Team Lead

The Office Gurus

Nov 2013 - Oct 2014 (1 year)

US-headquartered BPO operating from El Salvador — led daily service delivery, coaching, and workflow improvement for a 20-agent customer experience team supporting financial-services clients. • Reduced average hold time by 35% and handle time by 15% by redesigning customer service workflows and authoring work aids, quick-reference guides, and call-flow resources adopted across the 20-agent team. • Owned daily service delivery, coaching, and workflow improvement for a 20-agent customer experience team supporting financial-services clients. • Flagged suspicious account activity in real time on loan-approval calls — applying judgment-based verification beyond standard procedure to surface potential fraud and route at-risk cases to senior revie

Jose Antonio Arroyo Pacas

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