Business Analysis and Process Improvement Resume

SUMMARY:

5+ years of hands - on Salesforce.com Administration, Development, and Business Analysis
6 Salesforce implementations from small-scale non-profit to enterprise, in addition to continuous improvement releases
Experience as both Product Owner and developer on Agile teams
Advocate for best practices, communication and collaboration, and prioritization of quick wins

TECHNICAL SKILLS:

SALESFORCE SKILLS

PROFESSIONAL ACCOMPLISHMENTS

Business Analysis and Process Improvement

Defined, measured, documented, and analyzed existing structures and processes, creating existing and proposed process flows in Visio as well as documents and other visual tools for Confidential levels of management.
Realized and provided documented data on areas of opportunity with contact center agents, operations processes (front and back office), and workforce management.
Ensured clear communication through multi-team collaboration sessions, user stories, test cases, ERDs, BRDs, use cases, current and future-state process flows, mock-ups, and any other necessary documentation.
Key player in researching, documenting, and communicating business needs and areas of opportunity, as well as improvements for efficiency and cost-savings, in order to develop major project scope and proposal, and obtain approval.
Added value to the business by understanding high level vision and taking necessary action to successfully carry out vision.
Lead, documented, participated in, and reported on all user testing, ensuring results were clear to business and IT teams.
Created training material and lead train-the-trainer as well as end-user training sessions for up to 150 users.
Engaged with a variety of enterprise and operations projects and initiatives having an impact on the contact center. Gave advice and suggestions on business processes and best practices to deflect call volume and promote customer self-service.