Oni Leach

• Einstein AI enablement: Delivered Service Cloud initiatives including Einstein Classification, AI-driven case routing, forecasting, next-best-action, and Work Summaries, improving case resolution efficiency and user adoption.

• AI Model Effectiveness: Tracked and analysed Einstein Machine Learning performance, feeding insights back into model training to improve accuracy and outcomes.

• Workflow automation: Designed and implemented automation and AI-driven recommendation across Sales Cloud and Service Cloud, enhancing sales and agent efficiency.

• Data Governance: Championed best practices for data quality and scalability, laying the foundation for AI-driven insights.

• Agentforce Preparation: Prepared RS Group for Agentforce rollout, aligning business processes and data governance to ensure readiness for next-gen AI capabilities.

• Leading Salesforce SalesCloud and Service Cloud initiatives: Defined detailed requirements, future-state processes, and prototypes to validate solutions.

• Agile Delivery Leadership: Owned the backlog, prioritised features, and led cross-functional teams to deliver tested, integrated, and scalable Salesforce solutions.

• Consulting & Advisory: Facilitated client workshops, harmonised requirements across 15+ countries, and influenced executive stakeholders with clear, outcome-focused recommendations.

● Facilitated client-facing workshops to capture business needs, pain points, and technical requirements.

● Specified CRM requirements related to mobile app requirements including Client and users management (Sales Cloud), case management (Service Cloud).

● Worked closely with Marketing to enable mobile Product led growth using Marketing Cloud (managing marketing consent, campaign attribution and push notification programs).

● Mapped Service Design blueprint and business processes.

● Collaborated closely with CRM architects, developers, and QA teams

● Managed cross-functional dependencies and documented and tracked risks

● Managing stakeholder expectations and maintaining tight alignment with executive leadership. client: Group

Spearheaded digital process transformation and internal systems in CloudCall:

● Ran workshops and mapped processes, working collaboratively with cross functional teams to deliver scalable platforms.

● Redefined CloudCall Salesforce process, working with the CRO, Head of support, Marketing and a cross-functional team.

● Delivered Sales Cloud, Marketing Cloud, and Service Cloud implementation.

● Oversaw Salesforce administration, and managed a team of administrators and developers.

● Delivered CPQ to manage product catalogue and pricing management

● Delivered an auto-provisioning system powered by Salesforce that reduced client provisioning time by 98%.

● Led cross-departmental analysis and market research to support digital transformation initiatives.

● Oversaw design for internal tools, from concept through to stakeholder sign-off and rollout.