PROFESSIONAL EXPERIENCE:

I am an experienced Customer Relationship Management CRM professional with a background in Big 4 Consulting. During my career, I have made key contributions to more than 20 successful CRM implementations. I have assumed the following roles: Developer, Business Analyst, Subject Matter Expert SME , Technical Lead, Solution Architect and Project Manager in previous projects. I have experience working in the Telecommunications, Finance, Public Service, and Automotive industries. Currently, I am looking to expand uponmy extensive consulting experience to further my career in project management.

Confidential

Senior Business Analyst

• Partnered with the Distribution Business Unit DBU at Cummins to support its growth via the implementation of the CRM application
• Led requirement gathering and functional demo sessions with Cummins Business Analysts and Business Process Leaders BPLs
• Supportedthe business user communitywith refinement and validation of requirements during functional workshops and testing events
• Provided project management with level of effort estimates for change requests, and scope items for upcoming releases
• Built relationships with stakeholders and project teams to effectively manage and deliver quality products
• Supported other application teams i.e. Oracle Middleware Oracle EBS with troubleshooting and resolving cross functional issues

Confidential

• Successfully delivered Contract Management functionality within the Call Center and Customer Portal applications for the Stewart Title Company Global Sales Business Group
• Partnered with business leadership and other key stakeholders to identify opportunities and prioritize project activities based on predefined criteria e.g., return on investment, total cost of ownership, productivity, compliance using Agile methodologies and other best practices
• Developed a project plan specifyingbusiness goals, strategy, staffing, scheduling, identification of risks, contingency plans, and allocation of available resources.
• Managed project assessment to determine what functionality was implemented by the previous vendor prior to a project transition
• Implemented SDLC Best Practicesfor the software development and the code migration efforts
• Managed and supported a team of 7 developers with the following: technical expertise, issue resolution, and mentoring

Confidential

• Contributed to several releases focused on expanding enterprise-wide case management capabilities with enhanced integration between the employee facing, content management and customer facing applications
• Implemented solutions using the following modules: Web Services, Data Migration, WSDL/XML Integration, Workflow, and Single Sign-On
• Designed and built several integration points between the CRM application and the client's customer facing applications i.e. Oracle Web Center Interaction, EMC Documentum, and Oracle BI Publisher
• Created data models to house data as part of a larger effort to implement functionality managing the client's case participants
• Led presentations to demonstrate the project's proposed solutions to the implementation team and the business users
• Used Agile methodology as part of an effort to produce the following project deliverables: Functional/Technical design documents, code and configuration, and test scripts

Confidential

• Led successful efforts to assess and planCRM upgrades and new implementations for clients the Public Sector Life Sciences industries
• Performed a detailed analysis of the client's current functionality and/or business rules to design the best possible CRM solutions
• Collaborated with client teams to identify the following: current functionality/business rules, obsolete functionality, and key enhancements which add value to the client solution
• Created level of effort estimates related to analysis, design, build, and unit test for the scoped functionality in the application
• Presented prototype solutions to the project/client team, highlighted complex functional areas and key challenges/risks related to the implementation
• Collaborated with the project team to better understand changing business needs in an effort to recommend additional functional in the future

Confidential

• Led a successful effort to assess and plan the upgrade of theFinancial Services Call Center application
• Performed a detailed assessment of the existing code base to determine level of customization implemented
• Managed teams on-shore and off-shore during the release's Analysis, Detailed Design, Development, and Application Test phases
• Implemented functionality built on the following technology: User Interface UI , Web Services, Workflow, Assignment Manager, Email Response,Data Migration, XML Integration, and Business Services
• Confidential Led a successful effort to upgrade a Financial Services Call Center application
• Participated in project planning sessions which involved release planning, staff augmentation, and implementation timelines
• Presented results of the assessment to the project team, highlighted complex functional areas and key challenges related to upgrade
• Created level of effort estimates related to analysis, design, build, and unit test for the functionality in the application
• Collaborated with client team to identify the following: all Production functionality implemented, obsolete functionality, and key enhancements to be implemented
• Led Joint Application Development JAD sessions with the client to focus on the following: requirements gathering, application functionality, limitations related to current solutions, and information discovered as a result of research done during the Analysis phase
• Prototyped and walked through proposed solutions for the client executive team
• Estimated entire upgrade effort including data migration, configuration, interfaces, and reporting requirements

Confidential

• Led a team focused on the replacement of the client's current marketing database and all of its underlying processes and applications with the CRM Marketing, Loyalty and Analytics solutions
• Managed a team of developers whom configured the CRM Marketing application and constructed several interfaces with Analytics
• Implemented functionality built on the following technology: User Interface UI , Campaign Management, XML Integration, Workflow, and Business Services
• Presented application walkthroughs, and validated functionality in Application Test and User Acceptance Test UAT scripts
• Reviewed all component testing scripts to ensure the final solution met the project's quality standards prior to delivery
• Investigated, analyzed, prioritized, and distributed application defects to the defect resolution team during all testing phases
• Confidential
• Managed an upgrade effort focused on achieving the following: lowering total cost of ownership, leveraging new CRM functionality, and simplifying the application
• Participated in planning sessions which included: project scope, release planning, staff augmentation, and implementation timelines
• Led a team of 20 to implement the following technology: User Interface UI , Order Management, Product and Pricing, Workflow, and Business Services
• Created work estimates and managed the team's work plan throughout the project
• Partnered with the client to finalize functional specifications for System Requirement and High Level Design documentation
• Reported and assisted with mitigating application specific and cross team issues encountered during the testing phase

Confidential

• Played a key role in Accenture's successful bid to win a contract to upgrade Bell Canada'sexistingCRMapplications which included: Call Center, Reporting, and Sales Portal
• Conducted a technical analysis of the current CRM application to determine the extent of customization implemented
• Cross referenced results from a completed functional analysis with the technical analysis to identify the critical issues and functional areas requiring a significant level effort
• Led discussions with the client to focus on the following: the results of our analysis, new and enhanced functionality in the new CRM software, significant development efforts required with an upgrade, and potential future enhancements
• Created bottom-up estimates for the level of effort needed for planning, design, development, testing, and release the upgraded application
• Contributed to Accenture's knowledge capital by co-authoring documentation capturing the results of the upgrade assessment

Confidential

• Successfully implemented CRMsolutions for the following Telecom clients: ALLTEL, BellSouth, MCI, and Vodafone VFKK
• Implemented and prototyped functionality built on the following technology: User Interface UI , Workflow, Assignment Manager, XML Integration, and Business Services
• Partnered with Business Analysts to architect solutions aligned with client's functional requirements
• Created level of effort estimates and work plans to manage the work effort for each phase of the project
• Prototyped functionality and presented proposed solutions to client and Accenture management team
• Fixed problems and reported solutions to existing defects in client's application during Test Support phases
• Authored Functional and Technical Design documents to give high/detailed level description of application functionality

SKILLS