• Planned and prioritized the Salesforce Service Cloud product roadmap, by evaluating industry trends, identifying areas of product and process improvement, managing backlog, and grooming user stories• Resolved technical issues with Salesforce Service Cloud by debugging, investigating solutions, and testing improvements• Partnered with CRM business stakeholders, IT, and solution engineers to architect digital customer self-service solutions in chatbot and knowledge to improve customer experience• Spearheaded research and proposed solutions with cross-functional team from HR and Finance for “New Normal” CEO initiatives that identify areas to improve employee experience, increase productivity, and drive organizational synergies • Assumed duties of the Area Quality Management Coordinator (AQMC) for the Customer Relations department in support of VWGoA’s Quality Management System (QMS) and ongoing ISO 9001:2015 certification by creating process standards and work instructions, identifying continuous improvement areas, conducting KPI reviews, and mitigating corporate risks. • Led the creation, management, and prioritization of over 400 user stories documented in JIRA/Confluence for the implementation of Salesforce Service Cloud for VWGoA’s contact centers replacing a 25+ year homegrown CRM with over 300 remote users • Led the implementation and ongoing configuration of Salesforce Service Cloud for Electrify America to support electric vehicle charging customer issues and inquiries, including case management, chat, web form automations, and knowledge management • Designed the end-to-end business process for the Volkswagen 2.0L and 3.0L Diesel Emissions Settlement Programs and in collaboration with stakeholders across and outside the organization, defined the customer journey, operational procedures, use cases, and system requirements for 8 different custom IT applications used in the administration and payout of over 500,000 claims over approximately 4 years

• Mapped the customer data journey by investigating every customer touchpoint within the organization in preparation for a customer data governance program• Conducted workshop to identify opportunities and challenges in the efficiency and timeliness of the After Sales Accessories and Port processes from planning to installation in anticipation of planned vehicle volume increases.

• Led the requirements gathering for all projects by planning business analysis and facilitation techniques; co-managed project schedules, status reports, deliverables, and resources for a team of four business analysts; and reviewed and provided feedback for all requirements deliverables• Trained and mentored business analysts with the establishment of bi-monthly meetings to educate on business analysis practices, standards, lessons learned, and new concepts• Developed a competency center focused on improving the execution and quality of the business analysis by establishing business analysis standards including the effective use of business analysis tools and techniques, business requirements governance, and analyst development

• Developed proposed project schedules, resource requirements, and level of effort for application enhancements and/or new development efforts• Designed and maintained a project tracker to maintain project schedules, project status, resource allocation, and project pipelines that was used to establish team metrics• Led the requirements gathering and business analysis for over 35 IT projects working across all departments within the Audi and Volkswagen (Sales, CRM/Digital Marketing, Logistics, Dealer, IT&S, Compliance, Parts, Legal, HR, Port)• Led the requirements gathering for over 400 requirements for a core business application to support order management and distribution of vehiclesFacilitated 6 projects responsible for coordinating the logistics, reviewing the presentation content, leading the discussion, and managing the business analysts• Developed content for and co-facilitated a new service that customized workshops with techniques like goal setting, business process modeling, and pain point identification to resolve a specific business problem or define project scope• Developed business processes and task documentation, and metrics for Accounting Team that led to a better working relationship with IT

• Defined and documented business requirements, business processes, user interface designs, reporting specifications, and training materials for over 20 small web-based and data warehousing solutions across multiple business areas • Developed content for and co-facilitated a new service to document Communication Plans for IT projects• Collaborated with a team to develop a structured methodology for delivering the Planning and Analysis phases of SDLC projects using a standard set of interactive workshops, templates, and facilitation techniques• Gathered, documented, and managed over 300 requirements for new Customer Relationship Management solution

Online Operations Manager• Acted as day-to-day support manager for all external Audi websites providing issue resolution, project support, quality assurance, and content management• Collaborated with agencies, vendors, and internal staff to initiate, manage, and prioritize projectsProvided technical and process direction for the platform migration of over 300 dealer websites • Developed and managed marketing dashboards providing high-level charts and graphs with analysis and reporting of site traffic that was presented to senior managementSolution Definition Consultant• Measured and analyzed the success of mobile, video, and social networking marketing campaigns for Ford Motor Company• Managed vendors by retrieving data, resolving issues, and defining the business rules • Aggregated and analyzed the data to develop scorecards with graphical interpretations of the key performance indicators (KPIs) that were presented to facilitate campaign effectiveness discussions• Authored 20-page training and 30-page user guide with screenshots and step-by-step navigation for a web-based Lead Management System• Engaged to document project tasks and processes for a team of 5 responsible for Ford Motor Company’s dealer network service department direct marketing campaign program data• Engaged to work with business users in order to define and document the high-level business requirements for an internet-based pricing database for the Ford Motor Company• Developed a low-fidelity iRise simulation to demonstrate the complex business logic and user interface of this pricing database to define high-level requirements and system functionality• Collaborated with a team of Solution Definition Consultants responsible for developing an iRise simulation for an identity management solution across 8 advertising firms• Analyzed requirements and business processes in order to iterate, define, and develop a detailed simulation, script, and requirements document

• Co-managed annual benefits enrollment by leading several requirements discussions, documentation, internal team training, reporting, and client acceptance testing, for a global consulting client• Co-led benefits implementation of over 20 acquisitions with over 2,000 employees by developing scope, requirements, timelines, and reporting requests• Collaborated with virtual team to ensure integration between the client, supporting services, technology, and operations team • Managed daily projects for a team of 5 business analysts across two clients; facilitate weekly operations meetings• Assessed impact of escalated issues by conducting root cause analysis• Documented requirements for plan provisions, administrative processes, and interfaces for internal/external use

• Assumed technical responsibilities of analyzing, configuring, unit testing, debugging, and deploying software development• Communicated root cause of defects proposing systematic resolutions to project managers and clients• Customized benefits solution to enroll/disenroll participants into or out of specific benefits during labor disputes

• Developed and maintained operating procedures for health and welfare benefits administration for a banking client• Designed test plans incorporating benefits legal specifications and benefit plan requirements• Translated benefits requirements into technical design through modeling and scoping documents• Corresponded to internal Benefits Center and external client issues via web-based Lotus Notes workflow application• Identified and implemented process improvements that streamlined manual processes increasing cost efficiencies• Conducted detailed client analysis reporting by writing queries to gather data from SQL Server (i.e. Section 129 Determinations, FSA reconciliation, HR data reconciliation, Data Audits, etc.)• Co-managed technical implementation of acquisition project of 5000 employees; defined business rules, designed systematic method to enroll 5000 employees into benefits, and tested data flow using batch processing