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Skills

  • Customer segmentation strategies
  • Operations analysis
  • Business operations
  • Needs assessments
  • Workflow Analysis
  • Problem resolution
  • Gap analysis
  • CRM system audits and health checks
  • Vendor relationship management
  • Data collection and analysis

Work Experiences

  • Developed and improved intelligence resources to make standard more consistent.
  • Collaborated with marketing on customer segmentation.
  • Conducted extensive gap analysis to identify areas of improvement in CRM deployment and worked with IT to implement custom modules that reduced service complaints.
  • Achieved Top Performer for innovation in CRM optimization.
  • Automated sales follow-up tasks.
  • Provided process operational support for a high-volume financial institution in a fast-paced 24-hour work environment.
  • Collaborated with sales and marketing teams to refine lead scoring process, increasing qualified lead conversion by 32% over 2021.
  • Automated daily pipeline reviews.
  • Conducted end-user training on CRM modules.
  • Created and maintained documentation for CRM configurations and updates ensuring compliance with data governance policies across Denver.

Summaries

  • Adept at managing vendor relationships and third-party tools, augmenting CRM functionalities to support a 27% boost in customer engagement rates.
  • Consistently improved CRM performance with custom APIs and software integrations, providing real-time sales and financial monitoring across departments.
  • CRM Business Analyst is a multi-talented CRM Business Analyst who is consistently rewarded for planning and operational improvements.
  • Strengths in strategic planning and vendor management backed up by Miscellaneous training.
  • Achieved measurable operational improvements.
  • Collaborated with sales and marketing teams to refine lead scoring models, resulting in a 18% increase in qualified leads and streamlined sales processes.
  • Business and system requirements, user acceptance testing, and end-user training are all areas in which he excels.
  • Achieved a 70% increase in retention rates.
  • Achieved results through targeted CRM optimizations.
  • Automated case management processes.

Accomplishments

  • Built and maintained CRM data hygiene protocols that improved data reliability and customer insights by 85%.
  • Configured CRM security settings in compliance with metric standards, resulting in 22% fewer data security issues.
  • Integrated third-party applications (e.g. Asana) with the CRM, allowing for enhanced system monitoring and improved lead attribution tracking.
  • Designed A/B testing strategies for CRM campaigns, leading to a 71% increase in qualified leads.
  • Developed custom CRM dashboards for executive leadership to provide real-time insights, reducing reporting time by 5 hours per month.
  • Provided key insights through root cause analysis of CRM inefficiencies, leading to a 65% improvement in customer response time.
  • Extracted and analyzed CRM data to identify patterns in customer behavior, directly contributing to a 76% increase in repeat sales.
  • Analyzed business needs and mapped them to CRM capabilities, resulting in a 23% improvement in system adoption rates.
  • Enhanced customer segmentation in CRM, boosting targeted campaign response rates by 29%.
  • Led post-implementation reviews with key stakeholders to assess CRM performance, leading to the implementation of 14 key system optimizations.

Affiliations

  • Enterprise CRM Practitioners LinkedIn Group Chicago
  • Association of Strategic Alliance Professionals (ASAP)
  • National Association of Social Workers
  • Jaycees
  • American Society of Safety Professionals
  • Association for Information Systems (AIS)
  • Project Management Institute
  • Data Science and CRM Community Forum Seattle
  • Society of Human Resource Management
  • Certified Analytics Professional (CAP) Network

Certifications

  • Microsoft Dynamics 365 Fundamentals method
  • Oracle CRM On Demand Implementation Specialist
  • Pardot Specialist Certification (2019)
  • Tableau Desktop Specialist Certification
  • ITIL 4 Foundation Certification
  • Certified Public Accountant (CPA)
  • Certified Agile Business Analyst (CABA)
  • Zendesk Support Administrator Certification
  • CompTIA Network+
  • Certified ScrumMaster (CSM)

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