Responsible to many of the business activities in managing Parish resources and programs including, Group Managementu, Process Improvement, Process Documentation, Project Management, New Hire Administration, Workforce Management (Timecard and Scheduling), Third Party Vendor Management (Networks and Systems), Faith Formation Data Management/Analysis/ReportingResponsible to ministry activities within the Parish including Faith Formation Resource Manager for 3 full time and one part time Ministry Program Leads for Youth Ministry, Young Adult Ministry and Child and Adult Faith Formation, Program Development/Improvement/Documentation and Training, Group Facilitator and Presenter, Special Liturgy and Event Coordination, Ministry Team Lead, Team Recruitment and Formation, Faith Formation Site Coordinator, Parish Liaison for Diocesan Payroll, Benefits, and Formation programs.

As a Business Analyst, I interact with various teams including sales, marketing, sales enablement, compliance, customer service and IT to discover crm needs, document requirements, develop specifications, and collaboratively work with development and Senior Analysts to implement and test Salesforce changes, and build new business processes, reports, and dashboards to reflect relevant KPIs.As a lead trainer, I deliver Salesforce training to new and existing users over Zoom and in Live sessions, develop training content for training sessions, develop and construct training action packs as self paced lessons using Acto as our LMS.As a front line Salesforce specialist and admin, I provide Salesforce support through user maintenance, develop support processes using existing functionality, maintain accounts and master data, apply permissions, etc. to a sales and marketing team of over 200 users including field representatives through to C-suite users.

As the Manager of the ecommerce Customer Support team, I supervised and worked with a small team to provide omni-channel support to estore customers. I was responsible for group management, performance reviews, time card management, etc. As a team, not only did we support order inquiry, problem resolution, and general UX questions, but we on-boarded and admin'd users, manage shopping cart interactions, provided estore training to the field and end-users, provided back-end reporting to internal customers, and conducted UAT for new feature development and releases on the Hybris ecommerce platform .

Directed ComponentOne’s Customer Engagement and Technical Support Teams. Provided world class levels of technical support by resolving customer issues received direct as well as through ComponentOne’s Customer Service, and Sales Departments.Customer Engagement Manager (2003 – 2006)* Launched and managed ComponentOne's international support team effort * Created and instituted a review process of off shore technical support department involving setting and achieving SLAs, and implementing a performance evaluation process, which increased support quality and overall customer satisfaction* Effectively managed SLAs that included handling 100% of cases in less than two business days, maintaining a First Time Resolution Rate of 80% or greater, maintaining complaints at less than 1% of total volume, and resolving 100% of escalated cases in less than six business days * Managed a team of four Technical Engagement Engineers; conducted performance evaluations and administered individual and group performance plans* Directed ComponentOne’s Customer Engagement Team to provide a level of world class technical support by resolving escalated customer issues received from ComponentOne’s Technical Support, Customer Service, and Sales Departments* Actively participated in the ComponentOne Management Team, developing and directing company innovations to help grow market share and revenue

Provided value added feedback and direction on product marketing initiatives as well as product development activities to ensure Marketing and Development synergies could be leveraged in developing products that were stable, sustainable, profitable, and that developers love to use.Product Manager (2006 – 08/2007)* Managed software development schedule by directing release related activities across the organization, using multiple tools such as Microsoft Project and Microsoft SharePoint, which resulted in the trimester release of over 40 products for both electronic and physical delivery* Developed user experience specification documents, including usability review, new feature implementation, and user-interface mock-ups for new product development* Developed and implemented new product blueprint documents, providing high level product information and product education to the entire organization * Conducted product reviews and competitive comparisons on existing products and worked with development to manage feature implementation and product release, which improved overall product usability, competitiveness, and quality* Attended industry tradeshows, conducted product webcasts and demos, and assisted in developing marketing content for use in various media

Business Analyst Based on client demand, researched, developed, and delivered preliminary project specifications; accelerated customer contracts and implementations, by outperforming the standard SLA by 70%Collaborated with customers and created business specification documents to translate and communicate market needs to Development and Product Management for use in enhancing Unity, the financial industry's leading fund-administration software platform

Financial Service Representative Performed operational functions that included completing and maintaining precise shareowner transaction logs, writing and directing accurate and informative correspondence to internal and external customers, and executing fund trades and shareholder account maintenanceServed as Product Guidance Representative, Special Correspondence Representative, Research Contact, and Employee Mentor as additional responsibilities Successfully passed the NASD Series 6 and 63 licenses to become a registered representative