Pamela Fellows

Santa Barbara/Montecito, CA ad43yh@r.postjobfree.com mobile: 413-***-****

Foster & inspire a can-do culture Leads from the front Enterprise Mindset Delivers quality Charismatic and results-oriented Customer Success and Operations leader with 10 years of expertise motivating remote and local service and solutions teams to build meaningful relationships with clients that result in customer loyalty & product adoption. I elevate and empower companies to leverage strengths, to build structures and reach their strategic goals and provide their customers with exceptional service. I am an excellent communicator, highly organized with a record of success leading teams in multi-faceted, complex and fast-paced environments. I am self-motivated, and passionate about providing quality results and an exceptional customer experience. Dedicated to high-quality service with commitment to authenticity, growth and integrity.

TECHNICAL SUMMARY

● Senior Business Analyst & Salesforce Administrator experienced with 10+ years experience

● Gathering requirements, writing business development documents, working with stakeholders

● Understanding and honoring contracts and SOWs in the company.

● Configuration and Project planning for implementation of Salesforce Sales, Service, Health, Community, Experience & Marketing Clouds, & LMS for Sales Cloud & Grants Management

● Excellent communication, analytical and organizational skills.

● Succeeding in a complex and fast moving environment

● Enthusiastic leader and fast learner, self-motivated, and passionate about being of service to team goals

TECHNOLOGY SKILLS

● Analyst Tools: Atlassian Tools: Jira, Confluence; Microsoft Office Suite: Word, Excel, PowerPoint; Azure Dev Ops Diagraming Tools: LucidChart, Visio; Google Business Suite: Sheets, Doc, Slides. Azure DevOps.

● Salesforce: Public Sector Foundations, Community/Experience Cloud, Marketing, Health Cloud, Sales/Service/Community/Communication Cloud, LMS Platform integration & customization, Workflows, Validation Rules, Approval Rules, Schema Builder, Security Models, Standard Salesforce Object Model Wireframes

● Web Development: HTML, CSS, JavaScript; Dev Ops: GitHub, IDE Tools:Atom, Sublime PROFESSIONAL CAREER

INDEPENDENT CONSULTANT 2015 - Present

Systems Business Analyst, Administrator & Technology Consultant Support stakeholders in project management, contract delivery, technical document writing and implementations, accomplishing desired outcomes while working in a collaborative team environment. Becton Dickinson - Lead Project Sr. Business Analyst, Remote September, 2023 - Present BD is a global medical technology company that is advancing the world of health.

● Led a team of business analysts in the successful implementation of a new ERP system, overseeing requirements gathering, system design, and user acceptance testing.

● Established KPIs and reporting mechanisms, enabling data-driven decision-making and improving overall business performance.

● Collaborated with key stakeholders, including IT, product development, and marketing teams, to define business requirements for a customer relationship management (CRM) platform.

● Conducted regular stakeholder meetings to ensure alignment between business needs and technological capabilities, resulting in a 15% increase in customer satisfaction.

● Collaborated with external technology vendors to assess and select software solutions that aligned with business objectives.

● Training and Development:

● Developed and delivered training programs for internal teams on the use of new technologies and tools.

● Facilitated workshops to enhance the technical skills of business analysts, contributing to a more knowledgeable and skilled workforce.

TEKSystems, Organogenesis - Product Management, Remote April 2023 - September 2023

● Led QA testing and Dashboard buildout to track progress on development matching client requirements.

● Designing solutions on quote-to-order/quote-to cash, asset management, product management & pricing

● Pioneered discovery sessions for gathering requirements with business users.

● Quote to cash solutions to support Sales, Accounts Receivable

● Deck creation & presentation for Steering Committee meetings to C-level stakeholder groups

● Hosting walkthroughs on sprint completion cycles with end users Capgemini – Warner Brothers Media Project, Sr. Salesforce Consultant, Remote June 2022 - April 2023

● Liaison between business stakeholders, executive leadership and technical teams defining project requirements and milestones.

● Structure plans for order t-o cash, customer credit management, purchasing timelines

● Leading Blueprinting sessions with various groups of WB stakeholders to gather requirements for new Salesforce environment in support of their Media Advertising and Management System

● Collaborate with offshore team on User Stories & Sprint Planning

● Write and circulate Functional Design Documents for Developers MTX Group, Inc. Sr. Salesforce Business Analyst, Remote April 2021- June 2022

● Public Sector Foundations/Community Cloud/Experience Cloud

● SOW contract negotiation and upholding of contract terms in project development for Public Sector Foundation

● Omiscripts, Data Raptors, and Integration Procedures

● Requirements for Community Cloud & Public Sector Foundations implementation Dept of Finance Sante Fe

● Defined and implemented Requirements for Salesforce development in LSM/Salesforce tool to create and launch trainings for Federal Grant Management team and Maine Department of Economic and Community Development & the State of New Mexico Department of Finance & Administration

● Prepared and led user acceptance testing on developed solution for these government agencies

● Collaborated on implementation and support of Salesforce solutions.

● Served as a liaison between business stakeholders, executive leadership and technical teams defining project Bright Byte Technologies, Gilead Technologies (Biotech) San Francisco, CA September 2020 - April 2021

● Led business analysis for critical CCIP & CCIP Date Page applications built on Force.com to help plan regulatory submissions in various countries for approval of a critical life-saving drug as part of global supply chain expansion efforts.

Montara Kaimana School, Salesforce BA / Administrator, San Francisco, CA June 2019 - September 2020

● Led requirement gathering sessions the School Director and Board for a new concept school based on trending Outdoor Nature School, popular in Europe and gaining a foothold in the USA

● Designed and developed website using marketing team mockups to cut HTML and CSS Worked hand in hand with UI Developer to code necessary JavaScript functionality

● Worked with Technical Lead using Salesforce to deploy new Force.com Fundraising App to Production after UAT with the School Board Montara Kaimana still uses the App today for a significant portion of annual revenues

● Elicited requirements for fundraising needs to launch, maintain and grow the school

● Created Agile user stories in Jira to be reviewed with Project Manager for custom Salesforce Fundraising App LaScuola International School, San Francisco, CA December 2018 - June 2019

● Orchestrated business analysis and requirement gathering with the Director of Admissions, Head of School and leadership team to implement new marketing branding to reflect in company communication across online web and social platforms. Sessions included gathering requirements, diagraming objectives and goals and creating and executing a project plan.

Golden State Technology Institute, San Francisco, CA September 2017 - December 2018

● Led the communication for admissions and enrollment into technology courses, resulting in hundreds of new young professionals launching into HTML, CSS and Javascript courses. ZenCloud Technologies, San Francisco, CA May 2015 - December 2018

● Worked with Intuit’s internal team to gather and document SSO requirements and existing technical processes to help developers implement SSO with the new Turbo Ads component. The Intuit project allowed them to demo new product features at their Money 2020 Conference to a large accounting audience.

● LSM development and training tool implementation

● Gathered requirements on marketing and sales goals from the CEO, documented and created a project plan using marketing, communication and PR best practices which supported and led to the company acquisition. FOUNDATIONAL POSITIONS:

● BAR’LEES, Business Growth Consultant, Mamaroneck, NY

● LULULEMON ATHLETICA, Showroom Manager/Community Lead, Greenwich, CT

● SKL PARTNERS, Business Growth Consultant / Executive Assistant, Scarsdale, NY

● WORLD SOMMELIER ORGANIZATION, Business Coordinator, Milan, Italy

● NBC STUDIOS PUBLICITY, Publicity & Production Assistant, New York, NY EDUCATION:

● Bachelor of Arts (BA), Communications / Public Relations, Marist College, Poughkeepsie, NY 2004

● Extensive Leadership & Communication Coaching/Training, New York City, 2009 -2015

● Meisner Technique Acting Training, San Francisco, CA 2016 - 2018

● Salesforce Consultant Course, Golden State Technology Institute, San Francisco, CA, 2015

● Introduction Level Court of Master Sommeliers, 2007 - 2008

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