CRM BUSINESS SYSTEMS ANALYST Resume

SUMMARY

CRM BUSINESS SYSTEMS ANALYST

Accomplished Business Analyst with extensive industry experience, adept at designing and implementing CRM solutions for automating business processes thereby increasing business efficiency and customer satisfaction.
Deep Expertize in Salesforce (4 Salesforce Certifications), adept in Salesforce customization
u sing point and click tools
Strong CRM platform knowledge, specializes in Sales and Service Domain
Extensive experience in Oracle Apps Service and Order Management implementation
Excellent Business Analysis and Analytical skills
PMI certified PMP, Expertise in Waterfall and Agile Project Methodology
Proficiency in MS Office, Excel, PowerPoint, Visio, MS Project, Jira, SharePoint, ITSM
Technical Proficiency in RDBMS (Oracle, MS SQL Server), PL/SQL
Works efficiently and effectively in teams as well as an individual contributor

Professional Experience

Confidential

Key Activities:

User Creation and administration, setup data visibility and access control using user setup, profiles, roles, Org wide settings, Page layouts and record types
Gather and analyze user requirements, Implement solution by customizing Salesforce features including page layouts, search layouts, List views, custom fields, custom objects, reports and dashboards
Automate manual business processes using workflow, process builder, scheduling reports and dashboards, utilizing activity reminders, mass email and mail merge, configure lead conversion, web - to-lead, web-to-case, email-to-case, assignment, auto response and escalation rules
Data import using Import wizard and Data loader, Duplicate management using matching rules and contact merge feature
Extend functionality using AppExchange packages
Create Sandbox for development and implement best project implementation practices.
For Nonprofit organizations, configure Nonprofit Success Pack (NPSP) and key features including Donation management, Donor management, Volunteer management, Fund raising and campaign management
Conduct Salesforce hands-on training workshops, educate user on Salesforce features and best practices.

Confidential

SENIOR CRM ANALYST/ PROJECT LEAD CONSULTANT

Key Activities:

Analyzed existing customer service business processes to create as-is business process map
Conducted requirements gathering workshops and brain storming sessions to identify inefficiencies and process automation opportunities, and designed to- be process.
Evaluated vendors, Performed gap analysis, and created prototype using Salesforce
Conducted CRP sessions to gather feedback on proposed solution
Created cost and time estimates

BUSINESS ANALYST

Key Achievements:

Implemented workflow to notify sales reps on upcoming contract expirations. Renewal rate increased by 3 to 5% and $525K additional revenue earned in first year after implementation.
Re-engineered repair process for 3rd party repairs. Successfully met ROI target to reduce repair cost and turnaround time and to increase customer satisfaction (cost saving of $150K per annum).
Implemented Knowledgebase system for CSRs to reduce repair cost which saved $50K and 1000+ man hrs/yr
Implemented Daily Business Intelligence for reporting Key Performance Indicators (KPIs) and analytics.
Configured CRM business processes (‘Quote to Warranty’, ‘Call to Resolution’ and ‘in-house and field Repair’)
Conducted requirements gathering, CRP, UAT and User Training sessions for Sales/Service CRM tracks.
Created business and functional requirements document, UAT test scripts and training documents.
Collaborated with cross functional teams and managed offshore development team