Salesforce Business Analyst - Deluxe Financial Corporation - Remote
(2024-04)
- Lead end-to-end Salesforce CRM analysis, design, and delivery across 4+ business units, reducing cross-team misalignment by an estimated 30% through structured requirements workshops and sprint ceremonies.
- Spearheaded full-cycle Salesforce implementations including configuration, UAT facilitation, and user training programs, achieving 90%+ user adoption within 60 days of go-live.
- Optimized lead-to-cash and customer service workflows, cutting average case resolution time by approximately 25% through Omni-Channel Routing enhancements and automated escalation rules.
Salesforce Business Analyst - Accenture PLC - New York, NY
(2021-11 - 2024-03)
- Co-designed and delivered a Product Discovery coaching curriculum for 3 IT teams, improving alignment with customer-centric OKRs and reducing discovery cycle time by ~40%.
- Drove Product Vision & Strategy definition sessions that unified business and IT stakeholders around a shared roadmap, improving sprint velocity and reducing rework by approximately 20%.
- Authored a comprehensive Product Discovery playbook adopted as the standard framework across the healthcare client's delivery organization, serving 6+ teams.
- Simultaneously managed dual roles as Project Manager and Product Manager, ensuring on-time delivery of milestones across a complex multi-stream program.
- Configured Service Cloud features including Cases, Omni-Channel, and Live Agent, enabling a unified agent experience across 200+ service representatives.
- Designed and automated Email-to-Case and Web-to-Case intake processes, reducing manual case entry by approximately 50% and improving response SLA compliance.
- Led a 3-week discovery phase, facilitating stakeholder workshops that defined the strategic implementation roadmap and secured executive alignment on scope and priorities.
- Developed CPQ Quote templates and automated complex pricing and discount rules, eliminating manual quoting errors and ensuring 100% compliance with business approval policies.
- Managed a cross-functional delivery team as Product Manager, overseeing the SFDC Account design and implementation within Sales Cloud from inception through go-live.
- Designed and automated lead routing and assignment rules, improving sales rep response time by ~35% and increasing lead conversion tracking accuracy.
- Built custom reports and dashboards for real-time sales performance tracking, giving leadership visibility into 10+ KPIs and enabling faster data-driven decisions.
Salesforce Business Analyst – Sales & Service Cloud - Deluxe Corporation - Minnesota (Remote)
(2019-06 - 2021-05)
- Implemented Omni-Channel Routing to intelligently distribute cases across service teams, reducing case handling time by approximately 20% and improving first-contact resolution rates.
- Developed custom reports and dashboards to track key service metrics including case resolution time and agent throughput, enabling weekly operational reviews for management.
- Managed roles, profiles, permission sets, and System Administrator activities for a Salesforce org serving 150+ users, maintaining data security and compliance standards.
- Partnered with Sales Operations to proactively identify process inefficiencies, implementing automations that saved an estimated 10+ hours per week in manual work.
Salesforce Business Analyst - DG3 - Jersey City, NJ
(2016-04 - 2019-05)
- Configured Salesforce application setup and customized features to align with business workflows, supporting adoption across multiple departments.
- Authored comprehensive project documentation including Project Charters, FRS, URS, Test Scripts, UAT plans, Training Materials, and Release Memos — ensuring audit-ready deliverables at every phase.
- Collaborated with stakeholders to gather, validate, and prioritize requirements, translating business needs into actionable user stories and functional specifications.
Senior Quality Assurance Engineer - Liz Claiborne - North Bergen, NJ
(2015-02 - 2016-04)
- Served as QA Associate and Functional Expert for critical application modules, writing and reviewing test plans, test cases, and data sets for functional, GUI, and data-driven testing.
- Identified and executed positive and negative test scenarios, contributing to defect reduction and improved release quality across product cycles.
