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Work Background
Alight SolutionsProduct Owner
Dec. 2020 - Nov. 2021Responsible for Chat Product. - Collaborating with prospective users and clients to understand and anticipate their needs and translate them into product requirements
- Defining the vision for the team’s product
- Creating a product road map based on this vision
Managing the product backlog and prioritizing them based on changing requirements
- Overseeing all stages of product creation including design and development
- Developing user stories
- Monitoring and evaluating product progress at each stage of the process
- Liaising with the product team and end-users to deliver updates
- Participating in Scrum meetings and product sprints
Salesforce ConsultantSaleforce Senior Consultant
Dec. 2018United StatesAs a part of the IT team, I am responsible for Salesforce enhancements, integrations and configuration on Sales Cloud, Service Cloud and Experience Cloud.
1. Lead IT software and application projects inclusive of managing budget, timelines, understanding the data security model. 2. Mentor and Coaching Business Analysts on organizational goals, roadmaps, processes.
3. Partnering with internal Key Stakeholders on product roadmaps
4. Applying agile methodology to discovery, requirements, development and testing.
Rainmaker Associates, Inc.Senior Consultant
Nov. 2018 - Sep. 2019RemoteWorking for a Salesforce.com Partner firm as an analyst and consultant for Cloud Implementation Services to clients in varied industries including but not limited to financial, manufacturing, global shipping and retail. Facilitate discovery and design sessions with varied client contacts including C-Level, Senior Management and Technical resourcesto gather business requirements. Lead conversations to gain insight into business practices in order to design specific Salesforce solutions. Develop business use case(s) and define user stories to address business and technical analysis requirements. Define system concepts and technically feasible software solutions that answer the business needs of the organization and its clients. Manage the complexities of Salesforce.com implementations that fit the way that businesses operate while delivering exceptional value to executives, managers and users. Lead iterative design sessions with clients and key stakeholders. Configuration of standard and custom Salesforce objects. Plan development sprints, demo session, test planning and execution. Indirect management of a team of developers and QA Support teams.
Alight SolutionsSalesforce Technical Solutions Lead Analyst
Sep. 2016 - Sep. 2018Texas-VirtualSolutions Lead and Best Practice Consultant charged to design and develop technical solutions and business processes for Salesforce CRM Sales Cloud, Service Cloud and Community Cloud projects. Manage new functionality and enhancement details through requirements gathering, user story defining, impact analysis, development and deployment for Salesforce platform, and other integrated applications, software and systems aligned with the CRM Product strategy. Provide detailed architecture design and documentation for each component of the Salesforce application solution upon assessment of customer requirements, data management, integration and technical feasibility. Responsible for:
• Prioritization of development work in Product Features backlog based on assessment of business value and business urgency
• Identifying and resolving Salesforce application defects and other issues
• UI/UX for internal users and external clients • Multi-tenant Salesforce architecture solutions and support
• Design of integration with other applications and software
• Manage technical and functional test executions by QA Team resources
• Delivery of high-quality, on-time Salesforce solutions for internal and external clients.
AonSalesforce Sr. Product Consultant
Apr. 2015 - Sep. 2016Houston, Texas Area, VirtualCustomer Relationship Management (CRM) Product Consultant
• Support development and execution of CRM product strategy Develop user stories, Business Process Requirements • Support product governance process
• Work with lines of business and user groups to understand operational needs and provide recommendations for CRM functionality and features
• Own best practices for use of CRM -- all functionality, capabilities, front and back office. Ensure alignment with domain best practices.
• Maintain base product training materials
AonDomain Consultant
Feb. 2012 - Apr. 2015Texas - VirtualPrimary responsibility is project management oversight, client consulting and implementation of new HR BPO Customer Service Centers for external clients. My duties include creating, documenting and facilitating discussions with clients on business requirements, Service Center processes and security. Responsible for the successful documentation, development and readiness of all implementation activities including CS Technology and Tools.
• Implementing complex client project on time and within budget/forecast
• Consult clients towards increased use of standardized service offerings
• Create Customer Service Business and Process Requirements • Collaborate with internal cross-domain teams and external cross-functional teams to document process hand-offs and interactions, facilitate change management and develop communications strategy • Design and document global process design and development for unique client business processes
• Consult external and internal clients on Best Practice and standardized processes
• Oversee initial Customer Service training design and facilitation as well as staffing models
AonProcess and Technology Analyst
Apr. 2011 - Feb. 2012Houston, Texas Area, Virtual
AonWorkload Analyst
Nov. 2008 - Apr. 2011Houston, Texas Area, VirtualAs a part of the Integration Quality and Metrics group my primary focus is facilitating growth of the business through quality delivery, impact assessment and solving problems across domains and processes for clients. Driving change across the BU including Strategic Planning, SOP Process Documentation and facilitating Stakeholder Meetings. Supporting growth within BU through sales initiatives support, data trending, audits and case studies. SLA design, calculation and oversight for all BU clients and domains including designing specialized reports to monitor adherence to contracts. • Lead Process Improvement, Process Implementation, and Service Readiness across multiple clients and domains.
AonClient Manager
Aug. 2006 - Oct. 2008Managing the Service Center relationship between Hewitt and a large, retail client. Responsible for day-to-day Service Center operations, contractual obligations, training and implementations.
AonClient Analyst
Nov. 2005 - Jul. 2006Responsible for analysis of Service Center call trends, training Service Center associates and escalated case management.
JP Morgan ChaseResearch Specialist
Aug. 2000 - Feb. 2001Working in One Chase as a HR Research Specialist II
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