Nancy Fowler Email & Phone Number

London, England, Gb

-Led multiple collaborative workshops with 5-20 participants to define and prioritize requirements / validate design to add three new major modules to the existing eCommerce platform -Analyzed order management change requests and defects across four lines of business in ~30 countries to clarify requirements and define design prior to handing over to development team-Spearheaded effort to redesign user account management functionality for US Lubes to enable an extendable design and improved customer experience leading to a 10% reduction of helpdesk calls-Streamlined processes to facilitate coordination between various stakeholders to deliver integrated data solutions with 6 different 3rd party partners on-time, with no major defects -Received quarterly project award for going above and beyond by presenting clear options from complex business requirements to drive a business decision and prevent a project delay

London, England, Gb

-Recognized by leads as a “model business analyst” for capturing exemplary user stories, assuring quality though implementation and cultivating a strong relationship with iteration lead-Acted as the subject matter expert (SME) for User Account Management area globally, overseeing changes and improvements across 7 lines of business in ~35 countries -Directed effort to collate and organize over 175 user management requirements from 4 lines of business and write functional specification in record time so project would remain on timeline-Guided and supported offshore team in all development work -Persuaded leads to replace SSO design with a modern solution that would ensure maintainability and a seamless customer experience, while saving significant regret work (2 resources x 6 weeks) -Planned, elicited and documented solution & system requirements from 4 global lines of business to prepare a RFP to select a content management system

London, England, Gb

-Local project implementing Enterprise DSR tool for the Shell Walmart account in Bentonville,AR.-Analysis of requirements for 3rd party tool selection as input to the RFP process-Responsible for collecting and analyzing user and data requirements, creating Use Cases, working with 3rd party to configure/build system per requirements -Created test strategy and managed all aspects of test phase; created and maintained test scripts, managed the execution of test scripts by end users; managed defect process -Deploy activities included managing cut over to new tool, ensuring transition to support completed and ensuring end-users trained

London, England, Gb

CIM - Geneys/IVR/ SAP CRM solution for Support helpdesk-Requested by name to fill role based on past achievements-Organized confirmation acceptance testing phase with 100% scenarios completed on time, meeting all acceptance criteria -Identified risks, issues and dependencies that had potential to cause delays and presented to business stakeholders weekly-Supported cutover activities with no unplanned impact to the US Lubes customer service operations as a result of the implementation

London, England, Gb

CIM is a global tool used in call centers (Genesys/SAP CRM solution). Worked on various CIM deployments, including the US Lubes early adopter (local deploy),Germany, IAM and US Lubes (global deploy) as well as the central CIM team (design team).-Assessed change requests, investigated impacts, estimated level of effort to implement changes -Coordinated with focal points in other parts of IT, such as IRM (Info Risk Management), records management and architecture team to ensure compliance-Stepped in to support the testing and coordination of a major defect after a go-live, resulting in reduced downtime and cost savings to business-Compiled and presented key lessons learned from 17 countries on CIM deployments-Deployment activities included gathering local requirements, coordination of CAT testing and coordinating go-live activities.

London, England, Gb

-Assisted US Lubricants customers and Shell Sales reps with help on internal application issues -Coordinated with multiple delivery teams to improve SLA on high-severity tickets