SUMMARY

• Over 15 years experience as an Analyst in Sales, Service, Operations and Marketing environments.
• Over 7 years experience as SalesForce.com Administrator with a concentration on reports and dashboards
• Strong process improvement and reporting skills. Concentration on automation to prevent human error
• Extensive customer service skills for both internal stakeholders and client facing initiatives
• Conceptualized, compiled and analyzed various types of reports (i.e. route schedules, service levels, metrics, exception, pipeline, commission and marketing reports)
• High attention to detail and ability to identify and document trends and process improvements
• Proficient with various web based applications used to collect, import, export and analyze large amounts of data. (i.e. Salesforce.com, PestPac, SASI Student Information System, RFP proprietary to Confidential, PartnerSource proprietary to Confidential )

TECHNICAL SKILLS

• Excel: Pivot Tables, VLookups, IF Statements, Macros, Charts & Graphs
• Access: Queries, Record De - Duping, Data Merging, Custom Reports, Macros, Switchboards
• PowerPoint, Word and Outlook - Intermediate
• Additional experience with SmartSheet, Demand Tools, Data Loader, Conga, Jira, Business Objects­ Crystal Reports, MapPoint, Project, Visio, Jira, SharePoint. Paint, Publisher, Eclipse and DbVisualizer.

PROFESSIONAL EXPERIENCE

Confidential - Sandy Springs, GA

Business Analyst

Responsibilities:

• Composed business requirements and detailed implementation for the features and functionality needed for a web based electronic loan management application.
• Prepared illustrations of UI screen shots using Microsoft Paint and Publisher.
• Wrote testing considerations and used Eclipse to conduct QA testing
• Attended daily stand up and design meetings.

Confidential - Roswell, GA

Business Applications Analyst

Responsibilities:

• Lead project to determine the extent of upgrades needed to sales/service management application(s) for the purpose of streamlining processes and procedures electronically.
• Provid ed analysis to justify investment with respect to efficient sales operations, customer satisfaction and sales growth.
• Justif ied benefits of SmartPhone/mobile solution for service technicians vs. hand written service receipts.
• Determined how many Excel based tracking processes can be managed electronically in web application.
• Suggested solutions for CRM based sales cycle management: Leads, Opportunities, Proposals, New Starts and Contract Changes.
• Suggested solutions for Route Management/Optimization including GPS tracking, compliance, vehicle service schedules and mileage efficiency.
• Initially Hired as a Service Coordinator with the following responsibilities:
• Provided customer service: enter extra service calls and re-schedule services that were not completed.
• Generat ed monthly route schedules within pest management software.
• Compiled Weekly Operations Reports from Excel and CRM software system.
• Processed monthly credit card payments.
• Prepared technician's route reports from scheduling application.
• Audited assigned routes against actual job completion, as well as audit incoming paperwork for completion and post service orders for billing.

Confidential - Atlanta, GA

Responsibilities:

• Involved in Departmental discussions of SalesForce customizations and integrations that would improve business processes.
• Wrote all test scripts and coordinated testing efforts among stakeholders.
• Used Oracle/OBI to create reports and identify opportunities to improve data (look for and correct inconsistencies so reports are more accurate and reliable).
• Salesforce.com System Administrator for over 80 users.
• Created list views, reports and dashboards in Salesforce.com.
• Compiled a variety of reports to measure performance and revenue.
• Responded to support requests and trained end users on solutions.
• Supported daily operations of user systems including maintaining users, creating custom fields, formula fields, page layouts, validation rules and workflows.
• Evaluated all user roles and profiles for the purpose of "right sizing" SalesForce licenses according to job responsibilities.
• Trained users on basic SalesForce functionalities.
• Troubleshoot system issues and repair or escalate to outsourced developers.

Confidential - Alpharetta, GA

Business Analyst & SalesForce System Administrator

Responsibilities:

• Salesforce.com System Administrator for over 500 users.
• Assisted with SalesForce.com implementation transitioning from Microsoft CRM to SalesForce.com as well as subsequent releases and upgrades.
• Using an Agile approach worked with business units to gather requirements and build various custom objects and defined business processes including use cases around the object functionality. In particular, the nominations and registration process for the yearly customer convention in Las Vegas.
• Created all executive and management level dashboards, which included components for closed sales, pipeline, market share and percentage achieved of quota goal with drill downs to sales rep level. Also provided reports and dashboards to measure service levels among clients.
• Conducted QA/UAT testing in Sandbox for each release implemented.
• Mass exported and/or updated records using Data Loader and Demand Tools.
• Worked closely with Marketing team to create campaigns. This included compiling potential campaign member lists according to campaign demographics. Also created reports and dashboards to monitor success of campaign through the sales cycle (lead conversion to contact/account and opportunity stages).
• Managed SalesForce cases and provided Tier 1 and Tier 2 end user support and issue resolution.
• Generated ad hoc sales reports from SalesForce report types using formula fields, bucketing, cross filers and joined reports.
• General configuration such as workflows, validation rules and field creation.
• Created HTML email templates for various campaigns and sales initiatives.

Confidential - Alpharetta, GA

Sr. Business Analyst & SalesForce System Administrator

Responsibilities:

• Business Application Manager - Salesforce.com.
• Based on feedback from users and upper management, automated sales processes to improve the user experience with CRM Application, Salesforce.com, as well as improve data quality and reporting.
• Ran quarterly mass de-dupe and clean up of Leads, Accounts & Contacts using Demand Tools.
• Established myself as Subject Matter Expert for sales cycle and analytics.
• Worked with upper management to gather requirements for reports and sales automation initiatives and communicated business needs to development team for each release of CRM application. Managed development cycle through frequent communication with off-shore developers.
• Worked closely with National Call Center Manager to create an interactive Home Page for associates to quickly work through their individualized queues and record activities.
• Utilizing a case management system, assisted Corporate SFDC Help Desk to troubleshoot and escalated user and customer issues as well as documenting entries for Case Solutions in the Knowledge Base and Company Document Library..
• Integrated data from various sources into complex reports using SFDC, Crystal Reports, Access and Excel. Built macros in Access to automate the re-formatting of each imported table so data types of merged tables were consistent and then output into Excel reports.
• Obtained marketing data from outside vendors and put through quality assurance for import to salesforce.com as new leads.
• Created reports and dashboards to measure success of Marketing initiatives and KPI’s among regional sales teams..
• Composed training documentation and conducted webinars to show users the proper way to work through leads, convert leads to accounts and log events in Salesforce.com.
• Introduced and implemented SFDC Territory Management functionality to users, which required a complete overhaul of account assignment processes. Provided necessary documentation for requirements, execution and training to all levels of users.

Confidential - Atlanta, GA

Business Manager

Responsibilities:

• Managed all business functions including budgeting/accounting, data management, facilities/safety, technology, record keeping and communication. This required strong organizational and follow up skills in order to meet deadlines and maintain accurate records.
• Converted grade and classroom level budgets from a manual Excel spreadsheet to an Access database.
• Created process to pre-order discounted student supplies through the school rather than purchasing retail.
• Assisted Transportation Dept. with new bus routes resulting in re-zoning and school overcrowding.
• Managed project to move entire kindergarten grade level to another property 5 miles away from main campus in order to relieve the overage of students enrolled from grades 1 through 5.

Confidential - Alpharetta, GA

Business Operations Analyst

Responsibilities:

• Evaluated business needs for processing expenses, invoices and commissions.
• Converted sales commissions tracking from Excel format to an Access database in order to streamline processes for tracking payment of submitted invoices and sales rep commission distributions.

Confidential - Alpharetta, GA

Sr. Business Analyst

Responsibilities:

• Collected and analyzed data from a variety of data sources for ongoing evaluation; provided analytical support by identifying trends and suggesting strategies to assist management and the customer with decision making.
• Utilized Access, Excel, PowerPoint and Word to create ad-hoc reports using data exported from web-based data portals. This entailed verification of data integrity and summarizing results.
• Conceptualized and documented processes and procedures for departmental reporting methods to provide analysis of current state of business including measurement of contract metrics, commission/bonus distributions, invoicing, financial reporting, quality assurance and market analysis.
• Used Pivot Tables within Excel and Access to develop various management reports. Responsible for reviewing and interpreting all queries and reports to make sure the team is meeting client expectations.
• Became Subject Matter Expert of client's business processes and sales needs.
• Primary liaison between business unit and IT development team to identify requirements and communicate business needs for web based reporting program. Managed release cycle through constant communication with development team located out of state.
• Used technical writing skills to describe functional requirements for web-based application. Also composed user manual for application and updated supporting documents with new each new release.
• Used project management skills to coordinate user acceptance testing for upgrades on web reporting system and communicated results to development team and executive management.
• Initially hired as sales fulfillment analyst. Developed access database to input orders, generate purchase orders, schedule installments and track payments through commissions. Also provided customer service by following up on installment schedules and troubleshooting problems - escalating resolution when necessary.