Sophie Viller

In my role at Hoover, I led a predominantly greenfield Salesforce implementation for both Sales and Marketing in 2025, and continue to manage and expand the platform. This includes managing the end-to-end process; project management, solution design, manage timeline, facilitate build, and change management to support a successful rollout. - Delivered core platform functionality including Accounts, Contacts, Cases, Activities - Launched campaigns to facilitate email campaigns and track open rates - Set up My Domain - Improved Email Deliverability, including working with IT to setup DKIM & SPF - Einstein Activity Capture & Outlook Integration - Cases - Leads & Web-to-Lead - Opportunities - Campaigns - Custom objects to capture and centralize data previously lacking a structured tracking solution

Oversaw a centralized Salesforce (SFDC) team of administrators managing strategic initiatives for 7+ departments, 600+ internal users, 3,000+ external users, and 4 Experience sites for different customer bases. - Acted as solution architect of our SFDC org, overseeing design and build to ensure they meet business needs while adhering to SFDC best practices - Gained project management experience including requirements gathering, scoping, status report-outs, change management, storyboarding, and sprint planning - Established process for quarterly SFDC major release preparation - Executed significant projects to implement, grow, and maintain CPQ, Field Service, Experience sites, Email-to-Case, Case Management, migrating Process Builders and Workflow Rules to Flow, and migrating from Classic to Lightning.

Selected to be part of TSV’s first integrated Salesforce team, my responsibilities include the following: - Executed business stakeholder requests for the creation/modification of Salesforce functionalities including custom fields, page layouts, email alerts, validation rules, process builders, approval processes, custom report types, user access, and more - Implemented our first Lightning Service Console to increase efficiency of our call center and first migration from Classic to Lightning - Built a new Experience site, including a Knowledge implementation - Migrated a business unit into Salesforce, including Case Management and another Experience site for their customer base - Launched multiple Email-to-Cases - Executing various cross-functional projects with multiple departments (sales, service, compliance, credit) to enhance and create tools and resources supporting business processes - Collaborating with IT on system integrations between Salesforce and two SAP systems

- Managed key processes for developing our dealer channel including new dealer activation, onboarding, product line changes, and terminations - Conducted training for new dealers on our Salesforce-based dealer portal - Coordinated with cross-functional teams including Legal, Compliance, Accounting, Sales, Marketing, and 3rd-party finance company - Integrated processes and resources following acquisition of another company - Leveraged ESRI geospatial analysis tool to map internal and competitive data to identify trends, channel gaps, and evaluate dealer performance - Created and managed reports and dashboards

• Coordinated and assisted in projects related to enhancing the client experience and enrolling employees in benefits • Enhanced time management and prioritization skills by working on multiple projects simultaneously • Attended team-building meetings which taught how to handle various situations with clients • Presented job description and accomplishments via Prezi to company management, executives, and coworkers • Enhanced data mining skills in Excel

-Aided in audit projects, including updating the audit self-assessment book for the GRU enterprise and researching financial discrepancies Student Ambassador of the Augusta Chapter for the Institute of Internal Auditors (IIA) -Created a budget spanning approximately five months -Organized and planned chapter meetings

• Evaluated four grants for the Institute of Public and Preventative Health • Developed CDC frameworks, evaluation toolkits, logic model templates, workshop training, and outcome measures • Identified issues involving cost-effectiveness, project scalability, implementation, and sustainability • Attended an American Evaluation Association workshop and a Healthy Augusta conference • Awarded Intern of the Month by the Hull College of Business for work performed in this position

• Led workshops aimed to teach customers how to better understand and utilize the products • Built customer relationships with spirited interactions designed to ensure they purchase the product that will provide the most value for their needs

• Administered accounting for daily sales upwards of $10,000 and change fund of approximately $1,600 • Lead a 40-person team motivating and encouraging team members • Participated in a five-month leadership program • Resolved escalating conflicts with customers and team members • Opened and closed office as key holder

Bachelors in Business Administration (BBA) -Accounting Minor in Spanish