Darrel Gordon Email & Phone Number

Horsham, Gb

Remote

- Supported the successful completion of Salesforce Implementation, specifically focusing on the CRM functionality- Identified and documented gaps in existing processes, proposing solutions that led to an estimated £100,000 savings through a self-service product renewal process.- Created detailed as-is and to-be data mappings to ensure accurate data migration for several products.

United Kingdom

Limited Company to enable me to work as a Contract Business Analyst.

- Assisted in implementing Salesforce Workforce Management solutions, documenting and refining processes for improved service delivery.- Captured and validated requirements specific to the management of bank staff, ensuring alignment with business goals.- Contract paused due to project re-focus, with all documentation completed and signed off.

London, England, United Kingdom

- Played a key role in the Salesforce CRM implementation for the Fundraising function, gathering requirements and re-engineering existing workflows to enhance efficiency.- Supported the rollout of new finance processes within Salesforce, creating user guides for the Accounts Payable function that facilitated smoother operations.- Utilised a hybrid of Agile and Waterfall methodologies to manage requirements in Jira, ensuring effective delivery across multiple projects.

Remote (10% Travel)

- Enhanced user stories and business requirements for clarity and customer alignment.Mapped "As-Is" and "To-Be" processes using LucidChart.- Advised customers on optimizing Skedulo Platform capabilities and aligning needs with core functionalities.- Facilitated customer decision-making and solution design through best practices.- Presented solutions to stakeholders during sprint demos.- Bridged communication between technical teams and customer stakeholders.- Configured Skedulo Platform/Salesforce for business needs and collaborated on development-based tasks.- Tested solutions and guided UAT, ensuring alignment with business requirements.- Supported Solution Architect in discovery, and Project Manager during build and test phases.- Delivered product overviews, customer training, and post-project handover to Success and Tech Support teams.

Horsham, West Sussex

- Led the transition from outdated systems to Salesforce, focusing on Salesforce Nonprofit Success Pack (NPSP) and Field Service Lightning.- Worked closely with the business to ensure the Field Service Lightning functionality met the business requirements with several customisations.- Captured and validated user requirements for service delivery, mapping out business processes to enhance operational efficiency.- Developed user stories with acceptance criteria, ensuring that deliverables met business needs and user expectations.- Worked with delivery partners and consultants to ensure FSL customisations were fit for purpose and met the needs of the Field Officers using the FSL mobile application and the National Control Centre’s needs were met for managing allocation of jobs and prioritisation.

Leatherhead

- Translated complex stakeholder requirements into clear, actionable user stories, facilitating Agile delivery for software development.- Acted as the scrum master in order to keep the project on track and to ensure the daily stand ups were run efficiently.

Crawley

- Improved user journeys in web-based applications for both employee and employer self service functions, focusing on usability enhancements that aligned with business objectives and customer needs.

Crawley, United Kingdom

- Acted as front line IT Support crossed with that of an Automatic Enrolment technical expert. - Supported both the development teams of IT software and also the corporate client services admin teams by being a point of knowledge and advice. - Acted as Test Manager during UAT phases of delivery

Pensions Administrator.

Redhill, United Kingdom

Teleclaims and Call Centre Duty Manager

Redhill, United Kingdom

Claim Assessor for American Express Travel Claims

Redhill

Call handler for American Express Travel Claims

Redhill, United Kingdom

Temporary Call handler for AXA Travel insurance, working across American Express, Thomson, and Thomas Cook Policies.

Redhill

Standard administrative duties including pension calculations.

Redhill, United Kingdom

Fitness Instructor for a small fitness club with a focus on weightloss and wellbeing.

Leisure And Tourism Gnvq, Pass

Education record

Activities and Societies: Prefect and Deputy Head of House