Recognition

• Siebel's CEO's Circle Award for outstanding performance
• Siebel 7 Customer Certified Business Analyst
• Siebel 7 Certified Business Analyst
• Received letters of recognition from multiple clients for excellent performance as a business analyst

Experience Summary

• Over 15 years of work experience in Business Analysis, including: sales force automation analysis digital/interactive marketing analysis loyalty program application analysis 1to1 marketing services platform analysis capital budgeting cost-benefit analysis net present value and internal rate of return business process analysis systems analysis financial analysis credit analysis investment analysis new business development analysis executive compensation analysis position analysis and marketing analysis.
• Experienced working with all levels of client management and personnel, including Business units, Finance, and IT.
• Leverage strong communication, meeting and information gathering skills. Possess strong analytical, documentation, and interpersonal skills.
• Experienced in RUP methodology and Use Case Modeling, including Stakeholder Needs, Feature Definitions, Use Case Surveys, Use Case development, Supplementary Specifications, Process Flows, Entity Relationship Diagrams Domain Models , and Glossary definitions.
• Most recently, ten years of project/consulting experience as a business analyst conducting process and software analyses pertaining to Customer Relationship Management CRM projects, including Digital/Interactive Marketing, Customer Loyalty and 1to1 Marketing programs. Have provided business analysis for 30 CRM projects: two digital/interactive marketing programs one loyalty program one 1to1 marketing program eleven sales force automation eleven call centers two channel partners, one training, and one event/ educational training management.
• Have performed work in all phases of a CRM, Software Development and Validation Lifecycle SDVLC project lifecycle .
• Business analysis experience relating to CRM includes: sales force processes for a large medical devices company digital/interactive marketing for a large banking company digital/interactive marketing for a large pharmacy benefits management company customer loyalty processes and 1to1 marketing processes for a large marketing company sales force processes for two large health insurance companies sales/underwriting processes for a large property casualty insurance company sales/lease processing processes for a large capital leasing company sales/lease processing processes for a large fleet leasing company sales force processes for a large asset management/ mutual fund company sales force processes for a large telecommunications company with multiple channels sales force processes for a mid-size event marketing company call center processes for a large banking company call center processes for a medical personnel recruiting division of a country's national healthcare system call center processes for a large automotive company call center processes for a large automotive company call/service center processes for a large health insurance company customer/partner relationship management processes for a healthcare purchasing and services firm call center/service center processes for a large life insurance company call center/lead generation processes for a senior HMO business unit of a large health insurance company event/educational training management processes for a large medical devices company.

Recent Professional Experience

Confidential Title: Consultant, Business Analyst

• Consultant for the Defending the Blue Line charitable organization, which helps children of military families to participate in hockey-related events and activities.
• Successfully helped the organization to implement SalesForce.com. Provided strategic and tactical direction in terms of how and what to implement. Provided them with direction to implement Account, Contact, Donations and other CRM management. Earned references from the President and the Director of Operations for my work in getting them across the initial implementation line. Will continue to help them meet metrics and goals for the mission of the organization.

Confidential Title: Managing Consultant, Business Analyst

• Managing Consultant for IBM in its Strategy Transformation Service line.
• Typical timeframe to be hired at IBM is three to four months I was hired within two days.
• Solved group case study midway through team solution discussion with IBM interviewing committee 10 people .
• Project exposure was limited due to increased, low comfort-level with airline travel. Worked on training and administrative activities.

Confidential Title: Corporate Consultant, Business Analyst

Corporate Consultant for a State-of-the-Art Software company delivering SaaS solutions. Responsibilities included: working primarily with clients in the Hotel industry to automate their package, inventory and asset management processes using our affiliated company's SaaS based solutions. Work involved analyzing a client's current business processes, current needs, budget constraints and then assisting with demos and proposals to demonstrate our solutions.

Confidential Title: Knowledge Consultant

Worked as a Senior Business Analyst Confidential

• Analyzed the Clinical Trial processes and wrote over 300 pages of Use Cases.
• Developed the business model/entity relationship diagram using Rational Software Modeler and Visio.
• Managed the business analysis activities for three different business units' business analysts.
• Reviewed test cases, reviewed executed test cases, and noted defects in Quality Center.

Lead Business Analyst, Confidential

• Analyzed and documented the end-user business process flows, the existing application's data, data model, features, functionality, reports, and business/validation rules
• Provided Medtronic with a full-set of requirements in order to develop a future replacement application

Lead Business Analyst Confidential

• Interviewed over 15 Field-Sales personnel and managers.
• Produced process flows, data models and an assessment of their technology preferences.
• Assisted with cost estimates for three potential system implementation solutions presented to management.
• Assisted with the management of the assessment's activities, timelines, work products and budget.

Confidential Title: Business Analysis Practice Lead

Business Analysis Practice Lead.

Responsibilities included: Managing and overseeing the activities, work products, and allocations for a three member business analysis team. The team is responsible for understanding our clients' needs and interfacing with our Strategists, Experience Design Team, and Development Team to ensure that our clients' needs are supported by these teams' efforts. Additionally, actively participate in operations and strategy management meetings. Have played an integral role in overhauling the Business Analysis Team's work artifacts to be aligned with industry Best Practices. Project worked included: HSBC on-line banking requirements, Prescription Solutions eCommerce/Web-site requirements, Ovations eCommerce newsletter requirements.

Confidential Title: Senior Business Analyst

• Senior Business Analyst on the Carlson Marketing Worldwide, 1to1 Marketing Services team. Additionally, participated as a Senior Business Analyst on the Carlson Hotels Worldwide Loyalty offering.
• Responsibilities included: Analyzing and developing the processes associated to the 1to1 Marketing Services Offering Analyzing and developing the processes associated to the Carlson Hotels Worldwide Loyalty Offering.

Confidential Title: Senior Business Analyst Consultant

Conducted, Managed and Consulted on various Strategic Studies for Planning and Management. Additionally, Prepared and Measured project Business Cases and related Cost-Benefit Analyses. Responsibilities included: Conducting and managing outcomes of various studies that may include analyzing, reviewing, forecasting or presenting information for strategic planning and management needs consulting with business and IT leadership on the development and implementation of strategic business research and analysis of project requests assisting in the preparation of business cases and cost-benefit analyses for projects involving small to large capital investments establishing metrics to measure success of deployment of software functionality or business process solutions preparing project vision statements and assisting with the transition of vision statements into business requirements documentation.

Confidential Title: Business Analysis Team Lead

• Participated as the Lead Business Analyst, coordinating and overseeing the work products of up to four business analysts, working on projects for two separate business units.
• Responsibilities included: Overseeing and participating in requirements workshop validation sessions with business leaders overseeing and participating in design workshop validation sessions overseeing and creating requirements documentation such as process flows, process listings, entity relationship diagrams, end-user organizational charts, system overview diagrams context diagrams and data flows , territory alignment rules, application data analysis and design process flows, as well as documenting business unit objectives goals with associated metrics.

Confidential Title: Senior Consultant, Business Analyst

• Participated as a Lead Business Analyst on a National Healthcare Provider Recruitment and CRM project for a division of the world's third largest employer. 8 weeks .
• Project objective was to lead client through a series of executive interviews, including the CEO and Chairman, and regional leads operational workshops in order to understand and define key business drivers, critical success factors, business objectives and key to be business processes. Work was completed prior to, but in conjunction with large license deal. Work included: leading nine executive interviews eight operational leads workshops and the completion of mostly all of associated documentation.

Business Analyst/Lead Business Analyst Confidential

Work included: Initially brought on to assist the lead BA effort on the Contract Administration project. After approximately 10 weeks, was promoted to lead BA and served in that role for the last 3 months of the assignment. Specifically, was responsible for requirements re-analysis and understanding, creating key business process flows 35 , documenting the client's business model, facilitating communication and understanding between the client and the Development Team, and in general working with the business to become the lead source of business knowledge. In addition, reviewed the creation and execution of the system testing effort, with specific focus on test scripts over 1,000 pages . Lastly, was responsible for assisting the training team with the development and review of their curriculum and associated planning deliverables.

Business Analyst Confidential

The first two weeks of this project included 10-hour, daily discovery sessions conducted using both Spanish and English with the Mexican client project team. The channels involved in this project included: web, phone and e-mail. Work included: planning and overseeing the analysis stage work output for the eBusiness Assistance Center's business architecture team understanding the client's project objectives understanding and creating process flows for the customer service representatives' key business processes deriving the client's business data model entity relationship diagram working with the team to produce the business requirements document and assisting the design team leads in designing the application to support the client's objectives, data and process needs.

Lead Business Analyst Confidential

Work included: planning and overseeing the analysis stage work output for the business architecture team understanding the client's project objectives understanding and creating process flows for the new business development sales representatives' key processes deriving the client's business data model entity relationship diagram working with the team to produce the business requirements document assisting the design team leads in developing the application to support the client's objectives, data and process needs writing system test scripts to test the application against the client's requirements and the application design specifications and assisting in the development of the end-user training materials.

CRM Call Center project Confidential

Channels involved were dedicated client, IVR/CTI and Web. Work included: interfacing with the team's technical lead, Business Analyst, and project manager in order to develop dedicated client process flows dependent upon caller type, caller need and caller program , as well as to develop system test scripts approximately 800 pages in total . Additional work included overseeing the development of system test scripts by a junior consultant.

lead business analyst Confidential

Work included: planning and overseeing the analysis stage work output for the business architecture team two FTEs understanding the Member Services Department's strategy and project objectives understanding and creating process flows for the Customer Service Representatives key processes deriving the client's business data model entity relationship diagram working with the interface team to identify the data and data flow needs and assisting the design team leads in developing the application to support the client's strategy, objectives, data and process needs.

lead business analyst Confidential

The eventual goal of this project was to provide an overall enterprise relationship management system. There were three separate projects/focuses for the overall project: Customer Service Call Center Field Force Automation Sales and Relationship Management Operations . Our team's focus for a particular time period was on Relationship Management and its Organizational Relationship Management Database system, ODB. Our objective was to ensure, through the analysis/discovery and design stages, the incorporation of Relationship Management's business model, business entities, associated data attributes, and business processes into the Siebel Customer Relationship Management application in order to replace ODB.

lead business analyst Confidential

Work included: understanding key business drivers and economics gathering requirements and

understanding processes for the sales, credit, pricing and portfolio management employees identifying the client's data needs and the associated business entity relationships and helping to map the business entities into the Siebel data model.

Confidential Title: Business Analyst / Management Consulting CRM

Performed business analysis on a CRM sales/underwriting project for a large property casualty insurance company. Led a sub-project team to develop business process flows and related document flow strategies.