Summary

Over 10 years' experience, as a Business Systems professional who is results oriented and extremely motivated. Lead teams to transform strategic vision into a detailed plan and execution to implement technology projects for customer relationship management CRM and sales productivity for cost savings and revenue growth while advancing customer partnerships based upon a broad experience base in operations, CRM, sales and regulatory in the healthcare and manufacturing industries. In 2006, received the Medical Affairs Standard of Leadership Award and the President's Award for Excellence for the integral role in the design, implementation, and flawless execution of an innovative Medical Affairs validated CRM database and content management system, served not only as a project champion within Centocor, also demonstrated outstanding partnering with colleagues across Johnson Johnson. Received the Standards of Leadership Award in 2008, for serving as the business lead/SME in the implementation of the Biologics BIO Integration project which included, integrating the existing CRM database, data migration and conversions, the harmonization of department business processes and procedures, providing creative alternatives to improve departmental performance, along with change management in alignment with organizational goals and objectives. Key areas of expertise include:

Experience

Confidential

Business Analyst, Siebel CRM Team

• Analyze/convert business requirements into functional specification documentation for Siebel CRM application and Sales Configuration tools.
• Participate in daily scrum meetings, sprint reviews and user work sessions to clarify business requirements using the Agile methodology.
• Collaborate with the development team to provide functional solutions which meet the business needs, within the scope of project timelines and budget.
• Key member in data migration/conversion project from Siebel 6 to Siebel 7.8 for the Diagnostic business area.
• Conduct facilitated user acceptance testing, including reporting all defects and working closely with technical resources for defect resolution in timely manner.
• Responsible for developing and executing test scripts using HP Quality Center, within the project timelines.
• Identify and escalate project risks, concerns and/or barriers to the appropriate levels of management.

Confidential

QA Tester/Business Systems Analyst

• Develop and execute QA test scripts using HP Quality Center for Siebel CRM and Siebel BI applications based on user requirements. Also, perform regression testing and performance testing for each system release.
• Prepare and maintain test plans, test key control documents such as Test Scenario Matrix, and Requirements Traceability Matrix to ensure compliance with company standards and best practices.
• Validate Siebel BI dashboards using Oracle SQL developer tool to update and run SQL statements for data validation fund record counts, fund monetary values, pricing request .
• Assist with the implementation of a process for data quality, address standardization and validation to help streamline the data entry process and increase accuracy. Also assisted with the development of a process to manage Third Party data used to identify prospective clients.
• Participate in project related meetings working with IT partners and business product owners to identify and capture new requirements using Agile/Scrum Master methodology.
• Report all issues/defects to the appropriate resources. Working with the development team to analyze and resolve defects which often involved understanding the data exchange between applications including web services, file transfers FTP or ETL processes.
• Assist the automation team with tests design for the execution of script automation using HP Quick Test Professional QTP to streamline the process and reduce the time needed for functional and regression testing.
• Provide daily status reports related to testing status, potential risks or issues and collaborate with product owners, developers and other work streams to identify leverage opportunities and system enhancements for future system releases.

Confidential

Business Systems Analysts, Systems Operations

• Collaborate with other Johnson Johnson operating companies to identify areas to leverage in an effort to reduce costs and bring consistency to business processes throughout the organization.
• Serve as subject matter expert for Siebel application working closely with all levels of the Information Management, Medical Affairs, and Project Management departments to implement new, revised systems and procedures. Convert the user requirements into functional specifications.
• Project lead for the upgrade of Siebel 6.3 to Siebel 7.8. This includes gathering and prioritizing business requirements, change management strategy, system administration and training. Also responsible for coordinating and executing QA, regression, and performance testing using HP Quality Center.
• Project coordinator in the implementation and deployment of the BIO Integration project, which involved the integration of the existing Siebel CRM database and Documentum systems, this integration streamlined processes and brought new enhancements to the existing application.
• Prioritize and manage a multitude of systems for Medical Affairs, this includes system administration, training, troubleshooting, testing, and end user support on a daily basis.
• Design and run custom reports as requested by management utilizing reporting tools to extract data and generate dashboard reports. Reports used to make key business decisions, related to product growth and productivity.
• Participate in collaborative teams to evaluate potential business opportunities to leverage resources and assist with implementation on those that align with organizational goals and objectives.

Business Systems Customer Service Coordinator

Confidential

• Departmental driving force in the successful implementation and deployment of the Siebel CRM database and Documentum within Medical Information. This was a business critical database vital to improve customer service and reduce processing time of medical information requests. This includes developing and executing a change management strategy.
• Serve as the primary point of contact for the Department of Medical Education within Centocor. Responsible for developing and implementing a toll free helpline to respond to request concerning medical education, grants, charitable contributions, and research grants.
• Key member in a Process Excellence Project related to the Department of Medical Education DOME procedures. The primary purpose of this project team was to ensure company compliance and maintain high levels of customer service for internal and external customers.
• Maintain departmental oversight over business systems, identifying issues, and collaborating with the IM department to identify and implement new process improvement projects and business tools that will assist with departmental goals. Responsibilities included all testing, deployment, and training for any new tools, projects, and systems within Medical Information.

Fulfillment Center Coordinator

Confidential

• Successfully upgraded the CTI environment, including upgrades to the IVR and call routing strategies, which increased efficiencies in the Fulfillment Center and Call Center environments by exceeding departmental goal of 90 of requests processed within 2 business days.
• Responsible for maintaining standard medical letters in an electronic file, creating PDF files, and updating time sensitive information on the medical information intranet and internet site to ensure departmental compliance in a fast-paced environment. This document maintenance is essential to overall departmental function.
• Delegating fulfillment center tasks based on priority to fellow fulfillment center employees to ensure service level agreements were not at risks.
• Collaborated with the IT department to improve current technologies and proactively seek out new technologies to streamline current department processes.
• Implemented a creative alternative process to develop and track receipt of compliance related departmental faxes and compliance related trainings with the support of management.
• Provide feedback to management team on fulfillment center performance to maintain an overall positive team environment. Encourage productive performance and promote cooperative team environment.
• Actively monitored the daily performance of fellow employees to ensure the completion of daily tasks within the appropriate service level agreements including the training and development of new fulfillment center and call center staff on departmental procedures and database. Created several quick reference and end user guides.

Fulfillment Center Data Entry Administrative Assistant

Confidential

• Responsible for triage and processing of Medical Information requests within the CRM database to meet departmental performance standards.
• Responsible for fulfillment center inventory and organization to ensure materials are available to respond to customer requests in a timely fashion.
• Received overflow calls from the customer communication center on a daily basis.
• Collaborate with the business identifying necessary reports and dashboards for reporting metrics.

Applications and Systems Knowledge:

MS Word, MS Outlook, MS Excel, MS PowerPoint, MS Access, MS Project, MS FrontPage, Visio, Documentum, and XML Authoring. Experience with but not limited to Agility, Siebel, First Doc, JIRA, Requisite Pro, Mercury Quality Center, Arbortext, SharePoint 2007, and Telecom applications Genesys, CTI, Blue Pumpkin, Witness, CCPulse, Avaya