May 2013 to September 2013<\/p>\n
ICANN<\/p>\n
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 Salesforce.com Service Cloud CRM solution. \u00a0Facilitated 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.<\/p>\n
For deployment, lead Salesforce.com implementation team and internal client IT in an Agile-based deployment of the designed solution during three design sprints over six months.<\/p>\n
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.<\/p>\n
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August 2012 – May 2013<\/p>\n
International Digital Publishing<\/p>\n
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 Salesforce.com Sales Cloud CRM solution for four business units. \u00a0Facilitated 10 subject matter resource design workshops and 20 voice of the customer interviews to determine the functional process changes.<\/p>\n
Served as the functional track liaison working with a Salesforce.com implementation team to facilitate Agile development of the designed solution.<\/p>\n
For deployment, worked with client IT and business resources to create a change management strategy, design solution showcase workshops and develop virtual training content.<\/p>\n
August 2011 – April 2012<\/p>\n
Business Process Outsourcing<\/p>\n
Functional lead for design of an enterprise wide Salesforce.com Sales cloud based electronic sales order system.\u00a0 Conduced Voice of the Customer interviews and workshops to collect qualitative data to document and analyze existing sales processes.\u00a0 Using VOC and workshop data, developed a future state process and functional design documentation enabled by customized, SalesForce.com integrated Quote to Order technology.<\/p>\n
April 2012 – August 2012<\/p>\n
EY<\/p>\n
Lead a 20 member, multi practice team tasked with the analysis and development of internal on-boarding training program for new hire Advisory personnel.\u00a0\u00a0 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.<\/p>\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
Project Experience Customer Service Transformation May 2013 to September 2013 ICANN 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 Salesforce.com…<\/p>\n