SUMMARY

Business analyst with extensive experience in banking and business services organizations. Adept in process improvement initiatives and product support with IT and Sales. Strong working knowledge and experience with Salesforce.com CRM database management. Ability to produce comprehensive analytical and statistical reports.

PROFESSIONAL EXPERIENCE

Confidential, Wilmington, DE 2010-2012
Product Management / Product Support Specialist

• Assisted sales associates with Matter Management, Business License Portfolio Management and E-Billingdemonstrations and training.
• Assisted the Sales department with managing the Salesforce.com CRM database.
• Worked closely with IT, Product, and Onboarding teams to help develop and test future changesand enhancements for the system.
• Enhanced onboarding efficiency by assisting in automating the new user setup process.
• Designed and configured Matter Management, Business License Portfolios and E-Billing applications per client specifications.
• Played an integral role in developing the web forms.
• Presented with a Delta award for assisting in streamlining the excess SOP workflow.
• Presented with a CSC Experience award in December 2011.
• Successfully integrated D & B360 with Salesforce.com.

Confidential, New Castle, DE 2008 - 2010
Business Analyst/Salesforce.com Administrator

• Managed implementation of Salesforce.com CRM database.
• Administered CRM applications for Sales, Marketing, and Support departments.
• Established workflow processes and sales methodologies.
• Successfully integrated Informavores Firefly Spark Studio with Salesforce.com.
• Developed analytical reports and complied departmental statistics.

Confidential, Newark, DE 2005-2008
Research and Development/Customer Insights - Team Lead

• Managed cost center dynamics with approximately 25 associates.
• Developed Customer Insights quality standards.
• Assisted in the development of Ultimate Access rewards program.
• Successfully implemented a novel Student Rewards card concept.
• Facilitated compliance and new-hire education classes.
• Monitored interviews performed by market survey associates.
• Served as recruiting liaison and job fair ambassador.
• Certified in conducting second line interviews.

Confidential, Newark, DE 1999-2005
Teleservices /Floor Coach

• Assisted and facilitated new-hire education classes.
• Worked closely with Personnel in staffing,of recruiting events and open houses.
• Certified in conducting first line interviews.
• Assisted in managing the efforts of multiple teams on the floor.
• Developed various monthly contests to increase morale, productivity and hours.
• Participated in seven taskforces which included Inward Telesales, Activation, Customer Assistance, Recruiting, Consumer Finance, Quality, and managed an Outward Telesales Summer-internteam.

EDUCATION AND PROFESSIONAL EXPERIENCE

Master of Business Administration, MajorFinance
Continuing Education
B.A., Biological Sciences, Minor: Chemistry

• Attended Cloudforce - March 2011
• Attended Dreamforce - September 2011
• CSC University Grammar & Email Writing Course - October 2011