Susan Quayle Email & Phone Number

Irvine, CA, US

Acton, MA, US

Acton, MA, US

Ethos was acquired by Apps Associates in January, 2021

Irvine, California, US

• NeelBlue Technologies, a Registered Salesforce Consulting Partner, provides world-class Salesforce consulting and technical resources. Responsible for the assessment and delivery of solutions to our clients, which.
• Managed successful, on-time delivery of engagements, as well as team oversight and client relationships
• Ensured client happiness and drive results by stepping into roles as required including Business Systems Analysis, SIT Test Management, and Data Analysis

Paris, Paris - Issy-les-Moulineaux, FR

• Engaged with Johnson & Johnson, Orange County, implementing multiple Salesforce projects, including the addition of an Apttus CPQ/CLM solution for the J&J Vision organization, the onboarding of the Cerenovus.
• Managed client relationships to ensure continued successful engagements
• Ensured quality and timely delivery of projects as Agile Scrum Master
• Gathered, defined and documented processes and functional business requirements as Sr BSA
• Authored, scheduled and tracked user stories through Agile sprints and releases
• Effectively communicated project expectations and progress of delivery

Los Angeles, CA, US

• Partnered with a broad range of internal Sales and Marketing groups throughout Capital Group to understand business processes and strategic goals, while providing CRM expertise and solution leadership on the.
• Lead BA for project to onboard Separately Managed Accounts (SMAs) into SFDC CRM and Capital Group data systems. Gathered requirements from business unit and created Business Requirements documentation, managed sprints.
• Lead BA for Conference Automation project to enhance campaign functionality and ROI reporting for the Conference Strategy Group, which engages CG in nationwide industry events for the Institutional and Retail business.
• Lead BA for CRM analysis project to review processes and practices in the Traditional Institutional group and provide a business vision to increase SFDC adoption and spur more productive use of the tool by sales, sales.
• Managed projects in Agile/Jira environment, collaborating with business and technical staff throughout Capital Group to bring about successful project outcomes, while contributing as an integral member of the CRM team.

• As a Consultant with Foothills Consulting Group, I engaged with business stakeholders at iHeart Media to understand business strategy, vision and customer needs while facilitating technical delivery teams to build.
• Documented application, product and process requirements, as well as optimized process efficiency and user experience in support of SFDC, NetSuite, and IHM revenue platforms.
• Served as the business team representative and SFDC SME in scrum teams, while reinforcing customer focus and orientation throughout the delivery lifecycle.
• Designed and implemented an effective collaboration between business stakeholders and delivery teams.
• Led the grooming and prioritization of the backlog and user stories in Microsoft TFS to maximize the business value of software engineering, and managed sprint prioritization activities.
• Planned, facilitated and executed User Acceptance Testing with business users.

New York, NY, US

• Performed business analysis for premier Trade Show Management enterprise. Engaged with multiple projects focused on the migration and integration of legacy CRM and exposition management systems with SFDC, a2z, and.
• Partnered with legacy sales teams and acquisition teams to understand their business processes, strategic initiatives, and need for system enhancements to effectively integrate with SFDC Sales Cloud.
• Collaborated with Data Migration team on crucial Data Cleansing effort to align incoming customer data with existing Salesforce data, involving over 200,000 customer records.
• Elicited end user requirements, developed requirements documentation, and managed BRD approval process.
• Created Work Flow diagrams, Use Cases, and User Stories in support of legacy As-Is status and To-Be implementation with existing Salesforce org.
• Translated Technical Requirements to QA Test Scripts, managed QA Test process, and ensured that testing efforts aligned with target Salesforce and expo management platform deliverables.

• Led strategic research team focused on collection and analysis of nationwide housing data for launch of Zonda, an unprecedented iPad research tool, providing key housing market data and analysis to major new home.
• Launched and directed new staff of 6 research analysts to facilitate significant increase in outbound data collection campaigns for major product upgrade.
• Analyzed business requirements and instituted policies and procedures that improved data quality and streamlined data collection activities.
• Implementation of outsourced, outbound Call Center strategy augmented data collection capacity and improved data capture rates by 30%.
• Collaborated with Product Development and provided innovative input to multiple product enhancements.

• Managed Customer Support Group for B2B data products in Residential Building Market. Directed complete customer experience, from on-boarding and training, to retention and upselling.
• Spearheaded Customer Service Improvement Plan, refining case lifecycle process by integrating Customer Support, Data Research, and IT groups into the Salesforce Sales Cloud platform.
• Elicited information from all stakeholders, gathered requirements, wrote Business Requirements Document, proposed technology enhancements, and instituted process improvements to integrate Salesforce strategy.
• Diagnosed and escalated critical customer IT issues and facilitated communication among functional teams, ensuring timely resolution of technical cases.
• Reported and tracked defects and User Stories using Rally/Salesforce integration (Agile Management.)
• Participated in cross-functional strategic teams, including: new product development, quality assurance, and outbound customer marketing.

New York, NY, US

• Managed mid-level projects through completion for Human Resources/EIA group, administering bank-wide incentive payments for all employee levels.
• Defined and prioritized project activities, directed meetings, identified operational impacts, established project plan, monitored progress of projects, and reported status to all stakeholders and executives.
• Developed and implemented change management processes for 20 payroll plans and associated production applications, ensuring that plan changes would be executed accurately and efficiently.
• Managed creation and publication of centralized Policies & Procedures documentation for Retail Banking and Home Loan Incentive Plan production teams.
• Directed activities of documentation specialist, and coordinated production and testing teams to achieve project schedule goals.
• Managed Sarbanes-Oxley annual assessment process, including evaluating previous year’s controls, evaluating for new control establishment, documenting control processes, testing control processes and certifying that.

• Managed customer engagement and solution implementation for Customer Interaction Solutions cloud contact center applications. Provided expert consulting on CRM trends and WorldCom’s solution offerings to C-Level.
• Performed pre-sales requirements gathering and managed the seamless implementation of solutions through to post-implementation.
• Coordinated among client IT and telecom teams, outside vendors, and internal technology teams.
• Planned and executed against critical timelines driven by customer and internal priorities.
• Partnered with Global, National and Commercial Account Teams to exceed fiscal year revenue objectives.
• Upgraded several clients from siloed contact management strategies to tiered, integrated CRM solutions.

Ba, Latin American Studies

General Education