Amy Rapkin Email & Phone Number

Montreal, Canada Area

Montreal, Quebec, Canada

- Communicate and work closely with the Consumer Insights, CRM and marketing teams to implement customer facing projects.- Analyze and document business requirements, functional requirements, processes, workflows, use cases and application configuration.- Transition business requirements to the design and development teams to ensure a complete understanding of the expected deliverables.- Carry out the design, preparation and execution of test plans derived from the requirements and use cases.- Support and work directly with business end users as well as the customer support team to troubleshoot and resolve issues.- Provide post-implementation support and prepare change requests and specification documents for development and enhancement requests.- Successfully implemented a customer loyalty program.- Successfully implemented a voice of the customer survey program.

- Single point of contact for CRM application working within a SaaS (Software as a Service) multi-application project team.- Successfully implemented CRM application at many retail client sites.- Analyze and document client needs/issues and respond with innovative system solutions through gaining a deep understanding of their business processes.- Coordinate and manage CRM implementations, including planning and meeting deadlines for various overlapping engagements.- Prepare/execute test plans and support clients’ through their testing phase.- Participate in post-live ad hoc projects including ecommerce platform integration to CRM and expansion into international markets.- Experience in working with a wide array of resources internally and at client sites – technical, marketing and store operations.- Provide user training and ongoing support to clients and new hires.

- Performed under pressure by adhering to strict legal deadlines.- Provided personalized service through meetings with clients.- Developed time management skills by balancing work and school.

B.Com, Marketing, Organizational Behaviour

Dec, Commerce