*Led a comprehensive Customer Journey Map Program for ACERTUS, encompassing the development of Customer Personas and a strategic plan for continuous improvement.*Designed a Salesforce solution integrating Customer Journey Mapping and Customer Persona Profiles into ACERTUS’ existing object model.*Offered expert consultation on how Salesforce Service Cloud could handle Cases and SLA’s*Created a Custom Customer Journey Map and Customer Persona Profile templates tailored to ACERTUS’ unique business needs*Directed large cross-functional teams in executing the Customer Journey Mapping process*Designed a Gemba Kaizen process for on-site customer engagements to develop future improvement roadmaps*Formulated a strategic plan to operationalize insights from the Customer Journey Mapping process, ensuring actionable outcomes and continuous improvement

*Led as the principal business analyst for Truckstop's Enterprise Program Management team, steering three high-profile projects and contributing significantly to others, while offering expert consultation on diverse Salesforce solutions enhancing sales, security, customer service, marketing, and customer engagement.*Managed hundreds of Agile User Stories for major enterprise projects, enhancing efficiency and clarity*Created a Functional Specification Document template for Salesforce changes, streamlining User Story accuracy and creation speed*Designed a Salesforce solution to incorporate robust UAT on large Enterprise Projects*Provided expert consultation on how to customize Salesforce UX for diverse user groups.*Operated as Lead Business Analyst for the Salesforce integration of a new Business acquisition, guiding and directing the full end-to-end process from discovery through to Go-Live and hypercare support*Developed and Led multiple Salesforce training sessions for both business end users and Salesforce Admins/Business Analysts*Provided coaching to other Business Analysts on how to think through requirements on complex/difficult enterprise projects*Designed, led, and managed the end-to-end UAT process of 3 significant Enterprise projects and made iterative changes through each implementation to streamline and improve the process*Presented to and Led countless meetings with 20+ participants which often included executive leadership in attendance*Executed very complicated data analysis and data massaging to correct pricing issues during the Rev Cloud Implementation*Mapped the entirety of our sales process encompassing every product, team, and exception that may occur throughout the process*Developed complex models to utilize hierarchical business process mapping*Helped redesign the Security and Assurance processes, slashing the Assurance teams’ workload by over 50%, cutting sales reps clicks by %25 and boosting security determination accuracy by 14%

*Served as the principal admin/business analyst for 6 customer accounts; served as lead Business Analyst for 3 comprehensive Salesforce integrations/migrations, and spearheaded the development of Salesforce flows and business automation, demonstrating a blend of technical proficiency and strategic oversight.*Served as a comprehensive Salesforce solution SME for clients, performing admin tasks, leading discovery sessions to identify needs, architecting organizational design changes, and executing configuration work for seamless implementation*Participated in numerous Salesforce implementations across various industries, covering discovery, development, testing, and go-live processes, showcasing versatility and expertise in diverse business environments*Achieved transformative changes across customer Salesforce orgs through expert consultation; notably, identified and rectified complex data-structuring issues that eluded previous analysts, significantly restructuring org architecture for the Customer to accurately capture and streamline the sales cycle*Emerged as the definitive expert for Salesforce Flows and Process Builder, crafting complex automation and visual guides to streamline customer support and sales processes, and regularly entrusted with optimizing existing flows for enhanced efficiency*Excelled in training, coaching, and presenting, leading to being selected as the main go-live trainer for all new Salesforce implementations*Developed comprehensive training curriculum for various customers, encompassing PowerPoint presentations, custom Trailhead trails, video recordings, and detailed training documentation in Word*Functioned as the go-to subject matter expert for new technologies*Conducted data migration for multiple orgs, involving analysis and massaging of existing data, designing Salesforce organizational structures for optimal data integration, executing data uploads, and ensuring post-migration data integrity and validation

• Assisted Project Management team with project coordination, data analytics, problem solving, and other administrative tasks. • Designed, created, and built dozens of tools to make my department more efficient• Became the go-to person in the office for SalesForce, designing 100+ reports, dashboards, and graphs• Worked with Salesforce admin to create software improvements that benefited the entire company• Smartsheet Administrator for the Operations Department

• Evaluated the companies CRM and advised on changes to drive efficiency and accuracy• Evaluated and massaged massive excel files (300,000+ rows and over 45 columns)• Designed Excel Macros to automate large portions of the Membership Contract role• Responsible for analyzing, interpreting, and processing all information pertaining to our customer contracts.• Maintain impeccable accuracy with vital information in an extremely fast paced environment• Simplified nearly every aspect of the department and by designing macros, formulas, and worksheet tools in MS Excel that save our company over $35,000 annually• Advise the entire company regarding all MS Office questions and issues

• Designed complex Excel Worksheets with advanced formulas and macros to improve processing accuracy and automate most aspects of the Accounts Payable position• Improved all processes within the department resulting in an increase in efficiency by over 80% • Negotiated a contract with UPS culminating in thousands of dollars in annual savings.• Processed an average of a Million dollars weekly on hundreds of invoices, communicated with vendors and customers through email, phone calls, and personal meetings, and trained and managed other employees in the department• Negotiated savings and write-offs with vendors regularly, saving our company thousands of dollars. • Created a comprehensive Accounts Payable Training Course on my own initiative

• Designed and Improved QA tests• Created Instructional Documentation to be used by other tester• Tested hundreds of detail scripted QA Tests

• Acted as a surrogate parent to a household of 6 girls• Responsible for every aspect of the household ranging from meals, doctor appointments, transportation to extra curricular activites, etc

• Mastered skills in trouble shooting, problem solving, multitasking, and effective telecommunications by supporting over 1,500 programs and applications to thousands of Caterpillar employees worldwide• Accomplished every goal set by my supervisor and was ranked in the top ten for job performance among 50 other employees• Maintained the highest level of professionalism and remained organized in a fast paced environment