Partnered with KPMG to create an Automated Booking process with the goal of eliminating manual entry for all Business Loans into Thought MachineCollaborated with Loan Origination, Service and Legal stakeholders to create and prioritize user stories

Managed and maximized key stakeholder requirements while ensuring they align with the company's strategic goals and support key business processes. Collaborated with stakeholders from cross-functional departments to understand their needs and requirements. Created and maintained a prioritized backlog of Salesforce features, enhancements, and user stories based on business value, urgency, and strategic alignment. Acted as a bridge between business stakeholders and the development team. Communicate priorities, changes, and updates to all relevant parties and ensure everyone is on the same page.Lead the migration from a legacy instance of Salesforce to the new Salesforce platform. This included a thorough assessment of the existing Salesforce instance, improving existing processes, scrubbed and transformed data using data migration tools and scripts, determined timeline for rollout, and provided training and support pre and post migration.

Partnered with Salesforce and Deloitte to consolidate tools and streamline the sales process leveraging out-of-the-box Vlocity Salesforce functionality.Lead the Product Intake request team, gathering requirements from stakeholders and assisting in request prioritization. Play key role in intake tool migration and streamlining of processes, improving the overall user experienceDelivered Product Onboarding Workbook to simplify data collection, enabling the business to onboard products from legacy platforms to Salesforce. Lead Salesforce testing efforts to ensure product stability prior to each product increment release. Created defects as needed, working closely with development to ensure timely resolution. Specifically focused on Configure Price Quote, eSign integration and Order creation for Sales associates. Created Production Support model and trained production team, enabling them to provide Vlocity Salesforce support to Sales. Participated in Product Support interviewing to ensure there was a high level of competency with Salesforce.

Responsible for product planning and execution throughout the Agile Scrum and Kanban Product Lifecycles, including gathering and prioritizing product and customer requirements based on user experience, client and business stakeholder feedback, defining the product vision and roadmap, maintaining the product backlog and partnering with the change management, knowledge, training and marketing/communications teams to ensure adoption and utilization.Key contributions:Direct the work of 25 development resources across 3 Scrum teams, focused on the following workstreams:Digital Service: Delivered a digital, self-service support channel for client administrators and their employees to report issues, communicate with ADP and search knowledge through both a browser and mobile experience. The knowledge repository resulted in a 13% case deflection in the first year.Omni Channel: Introduced Chat and Chatbot functionality to support a new digital service model for client administrators, resulting in a 59% improvement in resolution time.Security: Integrated internal file validation tool with Digital Service platform and introduced additional functionality to Salesforce to ensure that correct data is sent to the correct recipients. Resulted in a 9% YOY decrease in security incidents since fiscal start of July 1.WalkMe: Continue to build out in-product user assistance in the ADP Workforce Now platform through just-in-time tutorials, guided walk-throughs, pop-ups and field/page level help.

Served as chief business owner of the Salesforce platform for the Human Resources Outsourcing (HRO) division of ADP, supporting 29K clients resulting in $2B of annual revenue. Additionally, served as business owner of telephony. Primary responsibilities included business requirements gathering, story creation through Agile scrum process, stakeholder management and reporting. Key contributions:Consolidated 26 tools into one unified experience, including the migration of CRM systems (Seibel and Clarify to Salesforce), workflow systems (Savvion to Salesforce), knowledge repositories, reporting tools and internal custom tools.Served as the feature owner for:Client Success: Introduced specialty tools for account management and client relationships including: Success Planning, Predictive Health, Founders Fire, plus early warning “Call-to-Action” when key client changes take placeConcessions and Financial Management: Automated internal processes and consolidated internal tools by delivering functionality that allows internal employees to enter credits, concessions, addendum requests and invoice adjustments into Salesforce.Analytics: Responsible for the creation of Salesforce reports and dashboards to measure KPIs and key business metrics for the HRO division of ADP.

Responsible for the rollout of ongoing product releases and defect patches of the next gen Human Capital Management platform, ADP Workforce Now, to the benefits outsourcing division of ADP.Assisted in rebuilding the release management structure and processes to support Development’s transition from Waterfall to Agile SDLC methodologyServed as chief business owner for the following modules of ADP Workforce Now: Payroll, Time & Attendance, Time Off, Reporting and Security Permissions. For each workstream, responsibilities included, submitting business priorities to development, escalating and prioritizing product defects, develop and execute test scenarios, attend sprint reviews to ensuring enhancements met customer needs, and prepare presentations, demos, knowledge and training communications to prepare customers for new functionality

Provided Tier III technical support resolving complex client issues and questions. Served as a liaison between the business and product development by submitting product defects and enhancement requests, supplying supporting business requirements and testing for resolution. Played key role in the migration of clients and internal employees onto the ADP Workforce Now platform. Key contributions:Led the migration of clients and employees onto ADP Workforce Now. Responsibilities included:Identified product gaps and defects through research and FIT/IAT/Production testing, and working with development for resolutionEnsured organizational and client readiness through the creation and delivery of knowledge, training and communications, as well as the development of 75+ subject matter experts (SMEs) to provide 2nd tier support to organizationFormed the pilot strategy, selecting and preparing pilot clients and internal employees, providing ongoing pilot status reports to senior leadership and later creating and executing the strategy for general availability

Provided 2nd tier technical support to internal service employees, resolving complex client issues and questions. Submitted product defects and enhancement requests to Tier III support when issues were unresolvable. Identified employee training needs and facilitated boosters and mentoring sessions to improve service levels.

Researched and analyzed clients’ payroll and tax-related issues to provide instruction and answers in an inbound call center environment. Provided additional outbound support through troubleshooting and project work for clients with complex issues and/or needs. Key contributions:Served as mentor for Client Service new hiresSelected as one of four employees in mid-Atlantic region to pilot new retention initiative, proactively contacting “at risk” clients currently in or recently transitioned from Implementation, to resolve any outstanding issues.