Jerry Chen acwalw@r.postjobfree.com

408-***-****

Objective

Salesforce Business Analyst/ Project Manager

Summary of Qualifications

Salesforce Admin 201 certified with comprehensive experience in analyzing and deploying multi-national projects involving marketing, data warehousing, sales, and support organizations. Exceptional communication skills leading cross functional, multi-national teams to achieve major milestones.

Education

University of California, Davis BS in Economics Minor in Sociology Graduated in 2005

Special Classes Taken

Salesforce Admin Certification

HTML Programming

Macro/ Micro Economics

International Economic

Accounting Management

Salesforce Service Cloud

Technical Knowledge

MS Office Suite

ACT 2000

Marketo Marketing Automation

FIAS Financial System

Salesforce Administrator

Oracle

Linkedin

HTML

TightLink Customer Registry

Hyperian (Brio)

Siebel CRM

Apple OS

LiveLink

LiveChat

JIRA

Accomplishments

Migrated over 250 customers from an SAP ERP system to Cisco’s Oracle ERP system

Improved customer lead entry from seven days to three days with a 98% accuracy rate

Increased lead entry system from two sources to eight including leads from workshops and technology conventions

Trained five new employees on the functions and daily operational tasks as an account specialist on Google’s Accounts Receivable Team

Managed the transition from a manual process using MS Excel spread sheet to an automated ERP database to keep track of sales progress in the field

Coordinated full system implementation, including needs assessment, agile project management, risk management, and collaboration with subject matter experts

Coordinated with collections team to audit invoice accuracy of invoices and other report analysis

Coordinated with collections team with payment audits by reconciling all major customer accounts

Facilitated elite customers with payments and applied multimillion dollar payments to invoices

Analyzed weekly lead trends and creating metric reports for executive staff to demonstrate return on investment

Creating flow charts and dashboards to demonstrate the lead management work flow, lead generation, and metrics

Establish base line metrics to drive continuous improvement

Managed the deployment of over 60 projects including integrating AAA club lead emails and improving retention by over 17%

Resolved over 100 marketing analytics data warehouse bugs to improve data quality

Managed the AAA marketing analytics data warehouse vendor to assure proper support

Recognized by corporate management for consistently exceeding all objectives including customer problem resolution, collaboration with cross functional groups, and facilitation of new process workshops

Coordinated with corporate finance and account managers to assure customer pricing is entered correctly into the Oracle ERPs

Automated different manual processes in Salesforce’s LMS system

Resolved over 50 E-Commerce system bugs to assure customer satisfaction while purchasing Salesforce Training in their online store

Improved Salesforce process flow improving case escalation from tier 1 support agents to tier 3 support agents

Successfully deployed updating payment method option in RingCentral’s Interactive Voice Response System

Professional Experience

Senior Business Analyst/ Project Manager–Informatica, Redwood City, CA October 2015 to May 2016 (Contract Position)

Gathered business requirements for support system projects in Salesforce Dot Com improving customer satisfaction

Managed off shore development team to assure timely deployments and releases of support projects

Salesforce Dot Com admin for support organization assuring all access is correct for customer service engineers

Creations of Salesforce Dot Com macros and quick actions for Support organization helping with engineer response

Managed Informatica’s Marketo instance loading and assuring campaigns launched on time

Liaison for cross functional team communicating between business, the development team, and IT assure proper requirement gathering

Data management using Tableau

Senior Project Manager/ Business Analyst –AAA Insurance Group, Walnut Creek, CA October 2014 to October 2015

Gathered business requirements for marketing data warehouse projects

Managed vendor relations with Merkle AAA’s marketing data warehouse vender

Created and provided weekly metrics on project status

Released over 60 marketing data warehouse projects including bug fixes and enhancements

Integrated over 500 customer emails for email internal email campaigns

Managed AAA Marketo instance to assure leads and marketing results were uploaded into the data warehouse

Business System Analyst (Product Manager) – Salesforce Dot Com, San Francisco, CA July 2013 to January 2014 (Contract Position)

Reconciled monthly billing for the training delivery team

Owned Salesforce Dot Com Learning Management System Ecommerce site assuring customers have no issues with researching and purchasing seats for training classes

Developed customer online survey regarding their experience with Salesforce's LMS system

Created usable metrics to sales from customer survey

Strategic quality analysis test creation for the learning management system

Updated external and internal automated email using HTML code

Introduced projects to IT to improve customer retention and satisfaction

Active member of IT scrum team focusing on e-commerce IT projects with constant recognition of changing requirements

Analyzed customer ecommerce system issues improving customer satisfaction

Create and manipulating reports to provide sales more insight on their customers

Create and updated metrics for senior management displaying discount levels to better understand sales process

Managed E-Commerce bug projects to help IT identify and resolve system bugs

Quality testing Salesforce’s online store and E-Commerce system assuring customers will not have any issues while registering for Salesforce training

Worked with SOX auditors to assure business controls are in place to pass SOX audit

Gathered and refined business requirements for each project

Created presentations using MS PowerPoint to present project status to senior management

Lead Pricing Integration Business Analyst (Project Manager) – Cisco Systems, Milpitas, CA, February 2010 to October 2012 (Contract Position)

Lead project teams in integrating all customers’ pricing and discounting and loading customer pricing into the system in order to push multimillion dollar orders through to booking.

Lead analysis for customer quote to cash to assure multimillion dollar orders are booked successfully

Audited customer pricing to assure correct pricing is in place for integration into Cisco’s Oracle system

Reviewed legal sales contract for pricing and discounting

Leaded member of the Merger and Acquisition’s finance team integrating pricing and discounting from the original financing system to Cisco’s finance system

Worked with cross functional teams to assure both fixed and percentage prices are ready for joint orderbility

Created metrics to display contract review status for service along with helping decide deadlines for team milestones

Worked with supply chain to assure customer price can be met for multi-million dollar deals

Created business process to maximize efficiency

Worked on Salesforce Dot Com Software to enable product pricing

Data Analyst – Cypress Semiconductor, San Jose, CA – February 2008 – February 2009 (Contract Position)

Acted as lead management manager assuring newly generated leads get entered into the customer relationship management system on weekly bases

Reviewed department budget to ensure finance are used effectively

Coordinated with sales team and providing qualified leads in order for the leads to attend workshops and training

Creating, updating, and analyzing lead metrics to present to the executive staff including the CEO and other senior officers

Created charts, graphs, and pivot tables in Hyperion and Excel to represent lead management data to show return on investment for the vice president and senior vice president

Managed IT Team in India to assure timely entry of leads in the Customer Relationship Management System

Generated customer surveys to identify possible ways in improve quality lead generation

Improved number of hot leads from one hundred to over three hundred by increasing lead sources from two sources to eight including leads from workshops and technology conventions

Reviewed Marketing Communications annual budget

Created marketing status presentations for the vice president to present to the executive team

Salesforce administrator for their transition from the Livelink CRM to Salesforce CRM

Billing Specialist – Google Inc., Mt. View, CA – November 2006 to September 2007 (Contract Position)

Audited and reconciled intra-group payments and accounts

Researched multi-million dollar transactions to assure correct invoice is linked

Applied payments to correct invoices

Supported collections with customer problem resolutions and payment errors

Collaborated with financial institution to resolve payment issues

Trained new employee on using Fias and Oracle Financial Systems

Reconciled and audited customer accounts to assure payments were applied correctly

Other Companies: ITrenders (Intern), Seagate Technologies Inc. (Intern), RingCentral Inc, Avago Technologies and Telenav

Affiliations

Board member of the Nuero-Net Advisory Board

Member of Alumni Association at the University of California, Davis

Member of the Archbishop Mitty Alumni Association

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