Shane Robinson Email and Phone Number

Executed the business analysis for Salesforce Cloud solutions across the organization.

Planned and directed the analysis of complex business problems to be solve with website and mobile systems.

Collaborated with clients in various departments to gather and develop business requirements for customer support products and services. • Gathered and prioritized business and technical requirements by organizing and leading requirement sessions with end-users, project stakeholders, subject matter experts, and senior leadership.• Ensured completion of five large product launch projects by managing activities across the customer support organization and collaborating with various departments. • Increased team efficiency by participating in development and implementation of Business Analyst framework and guidelines to be used across all projects.• Improved quality of support by developing business process models that depicted the correct support flow in collaboration with senior leadership.

Provided analysis and investigation into issues with enterprise, desktop, and handheld software. • Established reputation for providing reliable customer service by defusing complicated customer issues. Consistently received positive feedback on performance, improving customer relations.• Enhanced corporate image with identification of inconsistencies in software documentation for internal and external customers through gap analysis. Authored and published over 20 knowledge base articles, identifying ways to troubleshoot and resolve problems.• Improved software quality by identifying and logging over 10 software defects and feature requests with development. Discovered issues through execution of unique and complex test cases.

Managed needs, expectations, and support for customers’ handheld hardware and software issues.• Reduced customer downtime and managed expectations by effectively using problem solving skills to resolve customer support requests.• Supported customers’ needs by working independently, evaluating customer requirements, and providing solutions.

Provided leadership and support to a team of 5 support agents for the Global Partner Portal Application, with a focus on increasing sales and improving customer relationships.• Introduced process improvements that increased productivity and reduced time spent submitting orders in the system.

Provided customer support to IBM’s business partners for the Global Partner Portal Application, directly influencing software and hardware sales.

• Responsible for reporting the monthly reconciliation reports and providing high level summary reports to shareholders.• Enhanced operations through development of standardized template for 18 satellite bank offices to report reconciliation balances. • Improved operational efficiency by analyzing financial data and providing recommendations on trends to senior management.