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Skills

  • Customer experience personalization
  • Predictive modeling
  • Customer retention strategies
  • Business process mapping
  • Competitive analysis
  • Supervision
  • Customer segmentation strategies
  • Business operations
  • Operational improvement
  • Team building

Work Experiences

  • Conducted extensive gap analysis.
  • Conducted root-cause analysis of recurring CRM data integrity issues, rectifying long-standing glitches and improving internal data access times by 79%.
  • Achieved a 65% improvement in lead nurturing campaigns.
  • Achieved 63% data security improvement.
  • Bolstered forecasting accuracy by 59%.
  • Collaborated with marketing to implement customer segmentation in QuickBooks, leading to a 54% increase in upsell opportunities.
  • Evaluated the impact of current process business processes on users and stakeholders, as well as potential improvement areas.
  • Provided process operational support for a high-volume financial institution in a fast-paced 24-hour work environment.
  • Developed initiative metrics derived from raw company data to track improvements in organizational efficiency.
  • Collaborated with client support teams to develop case management automation processes that reduced case resolution times by 42%, leading to higher NPS.

Summaries

  • Accomplished in defining business requirements and working with cross-functional teams to deliver CRM enhancements that 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.
  • Adept at managing vendor relationships and third-party tools, augmenting CRM functionalities to support a 27% boost in customer engagement rates.
  • CRM Business Analyst is a multi-talented CRM Business Analyst who is consistently rewarded for planning and operational improvements.
  • Consistently improved CRM performance.
  • Consistently improved CRM performance with custom APIs and software integrations, providing real-time sales and financial monitoring across departments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 85% boost in user adoption.
  • Boosted model accuracy.
  • Aligned CRM system features with business objectives.

Accomplishments

  • Partnered with external consultants to deliver company-wide CRM customization, which improved team alignment and communication by 35%.
  • Introduced CRM gamification elements to improve sales team engagement, increasing CRM usage by 68%.
  • Led a cross-functional team to streamline CRM workflows, resulting in a 39% decrease in sales cycle time.
  • Implemented CRM data auditing processes that reduced data discrepancies by 81% over 6 months.
  • Integrated third-party applications (e.g. Asana) with the CRM, allowing for enhanced system monitoring and improved lead attribution tracking.
  • Collaborated with team of 12 in the development of process.
  • Worked closely with marketing teams to conduct CRM data cleansing efforts, removing 14 outdated records and improving campaign targeting accuracy.
  • Standardized CRM usage documentation and processes, leading to a 85% reduction in unauthorized data updates.
  • Led post-implementation reviews with key stakeholders to assess CRM performance, leading to the implementation of 14 key system optimizations.
  • Implemented automated forecasting tools, improving the accuracy of business projections by 78%.

Affiliations

  • International Customer Support Organization (ICSO)
  • Association of Technology Business Management Professionals (TBMP)
  • Society of Human Resource Management
  • Salesforce Trailblazer Community Atlanta
  • Association for Information Systems (AIS)
  • Project Management Institute (PMI) - Agile Practice Chapter
  • International Association for Data Quality, Governance, and Analytics
  • Freemason
  • Strategic Marketing and CRM Professionals Network
  • International Institute of Business Analysis (IIBA)

Certifications

  • Professional Certified Marketer (PCM) – Digital Marketing by AMA
  • Microsoft Certified Systems Engineer (MCSE)
  • Professional Scrum Master I (PSM I)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Experience Professional (CCXP)
  • Tableau Desktop Specialist Certification
  • IBM Certified Application Developer – Salesforce
  • Certified Professional in Business Relationship Management (CBRM)
  • Certified Digital Marketing Professional (CDMP)
  • ISO 9001 Quality Management System Certification

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