Project Experience

Customer Service Transformation

May 2013 to September 2013


Lead a team of two business analysts and three developers as lead business analyst and deployment manager for a project to design a cloud based case management and application processing solution for an international internet technology corporation culminating in the deployment of a Service Cloud CRM solution.  Facilitated multiple subject matter expert design meetings to design the functional process for new business units and moderated user story and effort estimation workshops cross-referencing product related collateral.

For deployment, lead implementation team and internal client IT in an Agile-based deployment of the designed solution during three design sprints over six months.

In addition, provided customers with access a full featured customer portal allowing end-users to submit documentation, process amendments and monitor status of applications. The solution has been highly publicized in trade journals and social media, receiving praise on ease of use and information access.

Sales Process Redesign

August 2012 – May 2013

International Digital Publishing

Lead a team of one business analyst and three client subject matter experts as lead business analyst for a project to standardize sales tools, processes and systems culminating in the implementation of a customized Sales Cloud CRM solution for four business units.  Facilitated 10 subject matter resource design workshops and 20 voice of the customer interviews to determine the functional process changes.

Served as the functional track liaison working with a implementation team to facilitate Agile development of the designed solution.

For deployment, worked with client IT and business resources to create a change management strategy, design solution showcase workshops and develop virtual training content.

Configure, Price & Quote Process Design

August 2011 – April 2012

Business Process Outsourcing

Functional lead for design of an enterprise wide Sales cloud based electronic sales order system.  Conduced Voice of the Customer interviews and workshops to collect qualitative data to document and analyze existing sales processes.  Using VOC and workshop data, developed a future state process and functional design documentation enabled by customized, integrated Quote to Order technology.

Consultant On-boarding Training Development

April 2012 – August 2012


Lead a 20 member, multi practice team tasked with the analysis and development of internal on-boarding training program for new hire Advisory personnel.   Conducted 50 Voice of the Customer interviews to determine 15 core requirements that for improvement in the new solution. Utilized the VOC interviews to develop and execute a revamped two-week new hire training program will instill the core consulting and institutional in an intensive program unlike any current training offering.