As a Salesforce Business Analyst on the Customer Engagement team I work closely with the business to implement Salesforce to increase user efficiencies and effectiveness. Work with outside business partners that assist with MTD IT Project. Main function in this position: gather requirements, process improvement solutions, QA Testing, User Acceptance Testing, Training, Training Documentation, post go live support. Projects worked on:• US Implementation of Salesforce Service Cloud to replace the current MTD contact center applications to improve customer service interactions, tracking and workflow. 9/29/2016 - 7/18/2017 • US Implementation of Salesforce Service Cloud Expansion to improve functionality of Salesforce to better fit MTD needs. 8/1/2017 – 11/15/2017• Dealer Fulfillment implementation allows a customer to place an order online and have a local dealer deliver the product. 3/1/2017 - 11/11/2017• Australia Implementation of Salesforce Service Cloud to replace the current MTD contact center applications to improve customer service interactions, tracking and workflow. 1/4/2018 - 11/14/2018

Plans, coordinates and executes the CRM data conversion between CRM applications at several hundred retail locations across the US. Works hand in hand with General Managers in the retail locations as well as team members locally to convert data for a software upgrade that is rolling out in 2014.• Gather information from stakeholders for: Data Maps, Custom Views, Business Unit Setup, Organizational Structure, Security, User Experience, and determine optimal implementation in MS Dynamics CRM.• Create documentation for business processes, data loading processes, and training.• Create business process flow charts to determine optimal solution.• Create documentation for mapping the data from present to future state.• Prepare (ETL)dealers data using SQL for import into Microsoft Dynamics CRM (CONNECT Global)• Create reports in SQL to determine the meaning of the data captured.• Assist dealers implement EMV compatible devices.

 Proficient in SQL for manipulation of data and for the development of specialized reports  Design reports for the analysis of company data: P2P, Materials, Customers, Vendors, FI  Loading data into SAP using BDC (Direct and/or Plus), iDocs and LSMW scripts