Tracy Utterback Email & Phone Number

Washington, Dc, Us

Arlington, Va, Us

Rockville, Md, Us

Rockville, Md, Us

Rockville, Md, Us

Charles Town, Wv, Us

Proactively communicate and collaborate with external and internal customers to analyze information needs, functional requirements and deliver the appropriate artifacts. Evaluate information gathered from multiple sources, drive and challenge assumptions, and distinguish business requests from the underlying true needs. Act as a liaison between Software Engineering, Enterprise Architecture, and Data Engineering teams to convert business requirements into IT solutions. Work closely with Release Managers, Product Managers, and business operations. Responsible for facilitating User Acceptance Testing with business stakeholders to include creating test scripts, setting up test data, testing in sandbox environments, and escalating bugs/defects.

Reston, Va, Us

I work closely with the internal stakeholders to facilitate, gather and document platform requirements. Also manage priorities, maintain and communicate the development roadmap to appropriate teams. Work closely with Salesforce developers to deliver against roadmap and manage priorities. I am a Salesforce expert that is process focused with excellent project management and communication skills.

Centreville, Va, Us

Support business in all phases of Salesforce.com development from design to product execution to enhance business efficiency. Lead business analysis, architecture, implementation, and integration of managed packaged business solutions, focusing on business needs and requirements to achieve core business objectives. Liaise with cross-functional business technology teams, including development teams; project services, and business intelligence to ensure timely project delivery within scope and budget.• Build and lead effective team of Salesforce.com certified administrators and developers; boost team morale and maximized technical proficiencies by initiating best work practices.• Coach and mentor team of 8 on business analysis, customer engagement, and teamwork to achieve performance excellence and drive measurable results.• Built a continuous release process to improve efficiency and accuracy of newly implemented changes.• Facilitate improvement of business operations by leading and monitoring business transformation from custom-built on-premise solutions to dynamic and scalable cloud-based products.• Spearhead the management of all aspects of production support activities for Salesforce.com, as well as boost system utilization within the company.• Improve B2B / B2C CRM, marketing automation, and customer service capabilities through strategic planning and execution.• Own the continuous analysis, architecture and implementation of process improvements on the Salesforce.com platform.

Littleton, Colorado, Us

Coordinated with business executives in restructuring overall business operations and system processes, including sales and marketing, customer services, customer self-service, and partner management to uplift business productivity and performance efficiency. Defined business scope, identified core business and functional requirements, and initiated relevant tactical plans to educate employees on key business procedures for higher level of business growth and profit.• Contributed in initiating transformational change within the business by providing continuous assistance in developing and directing successful communication plans to promote end-user adoption.• On-going analysis, architecture and implementation of process improvements.• Designed and implemented testing plans, initiated successful training programs, as well as created and maintained a variety of business documents in an accurate and organized manner.

Reston, Va, Us

Conducted sessions to gather and interpret customer data, and analyze existing processes and technology, as well as developed and delivered detailed process improvement plans based on customer needs and requirements. Prepared and maintained internal process and training documentations, as well as revised new release documents and informed customers / employees about updates. Worked with more than 100 client implementations of Salesforce.com• Attained higher level of customer satisfaction and retention by providing timely technical support, and resolving complex customer inquiries via online salesforce.com platform.• Proficiently integrated a wide range of Salesforce.com AppExchange applications.• Successfully performed data migration and cleansing processes by utilizing technical resources.• Planned and organized successful Salesforce.com demonstrations on behalf of Salesforce.com account executives and company’s sales staff.• Delivered in-person / online trainings, guided customers in implementing Salesforce.com features and customizations• Met with customers to perform analysis of business processes and as a result provide architecture plans and implementation guidance.

Youngstown, Ohio, Us

Single point of contact to higher education institutions for all post-sales activity including installation scheduling, training, demonstrations for other internal prospects, Systems Engineering resource requests, technical support, new feature requests and price quotes for additional units.• Provide marketing campaign support to product marketing team by researching target segments/institutions and loading Salesforce.com with relevant contact data and environment details.• Execute inside sales programs designed to expand the number of classroom installations at an institution. • Salesforce.com Product Owner responsible for business process, architecture and administrative duties as well as data integrity.

Herndon, Virginia, Us

Staffing and managing customer service organization responsible for serving 3000 higher education institutions, ten thousand commercial clients, the student lending industry and any student or parent involved in the student loan process. • Providing detailed training to new employees as well as on-going training updates for current customer service team.• Responding to all customer concerns/escalated calls regarding Clearinghouse services including coordination with appropriate second level support group.• Tracking and analyzing inbound call numbers and types to identify problem areas, training needs and product requirements.• Testing new product functionality before general release to our customers.• Performing online demonstrations to commercial clients.• Generating daily revenue reports for management team.