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Project Manager Customer Service

Location:
London, ON, Canada
Posted:
June 27, 2013

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Resume:

Richard Massie

ab9fnr@r.postjobfree.com

http://ca.linkedin.com/in/radmassie

647-***-****

Highlights

Business Analyst with 9 years of CRM experience.

Successful history of delivery oriented roles in a fast-paced project

environment with end-to-end project life-cycles from analysis to post-

launch production support, including QA.

Experienced with back office and work flow processes related to billing,

sales and customer support

Employee of the year award for an in-house CRM agile implementation.

Mobile application design/implementation using Salesforce.com.

3 years of Data modeling/Business intelligence with real estate (University

of Toronto)

E-Commerce: Planned and implemented a CRM project which simplified and

automated a documentation/invoice delivery process for all Canadian

customers (over 750).

Negotiated industry wide cost saving initiative with competition to

implement technological improvements

ISO 9001 Internal Auditor.

Education

IIBA Certification in progress

Ryerson University, 2002 - Project Management, Planning and Scheduling

course work

University of Toronto, 2000-2001 - Project Management, Web Publishing,

Internet Security

ISO 9001 Certified Internal Auditor - 1999

University of Toronto, 1995 - Honors Bachelor of Arts, Urban Geography

Technical Skills

Mobile devices (Android, iPad, Blackberry, iPhone) Databases, SQL,

Salesforce.com, Veeva (pharmaceutical vertical of Salesforce), Apex Data

Loader, MS SharePoint 2007/2010, MS Project, Visio, Excel, Access, Word,

Mapinfo(GIS), Windows 7, Linux and UNIX, EDI, UML, Remedy and IBM

Clearquest (tracking), HTML, RUP, Camtasia (video), MDM/BYOD knowledge,

ITIL, Risk Management, SOA,ETL, BDD

Other Skills

Project management/work-back scheduling/Scrum through the life cycle of a

project.

Extensive authoring of Business Requirements Documents (BRD), Software

Requirements Specification (SRS), Functional Specification Document (FSD).

Public sector experience.

User interface design for mobile devices

Business case development, PMLC, Product Implementation & Negotiation

Change management/SDLC/Waterfall/Agile/JAD

Business process re-engineering, BPMN, BRM

Call centre analytics/telecom/IVR

Training video creation

Excellent verbal and communication skills-presentation/training/public

speaking

Associations

Member of the International Institute of Business Analysis

Work Experience

Business Analyst (Contract Boehringer Ingelheim November 2012- May 2013)

Summary

Working with various business teams on functional requirements,

documentation and testing for a mobile Salesforce implementation from

Siebel for Canadian portion of a global implementation.

ANALYSIS

Through JAD, review user requirements.

DESIGN

Planning of UAT and QA scenarios and related documentation for Salesforce

and data warehousing implementation.

DEPLOYMENT

Execution of UAT Salesforce/Veeva testing on desktop and ipads and

promotion of development environment.

Senior Business Analyst(Contract-TD Bank March 2012-September 2012)

Summary

Working with the corporate mobility technology group, I was focused on

vendor evaluation for MDM, implementing departmental procedures for mobile

devices of Bring Your Own Device (iPads, Android, iPhones, WP) and

implementing software rollouts as proof of concept.

ANALYSIS

Research customer needs through JAD. Vendor review for large project

implementation.

DESIGN

Creation of SharePoint sites for self serving BI.

Implement procedures to streamline departmental processes

DEPLOYMENT

Creation and presentation of SharePoint training (End User, Power User) for

client and staff.

Proof of concept software products and lead focus groups.

Business Analyst /Project Manager(Contract-Amgen Canada, July 2011-January

2012)

Summary

Based on Salesforce.com (migrating from Siebel), creation of a mobile

pharmaceutical iPad application for call entry and analysis.A revolutionary

tool, allows in a few minutes which took half an hour. As Project Manager I

was responsible for the scope, resources and cost estimates for the

project. Amgen was migrating from a Siebel environment. As the Business

Analyst, I was responsible for GAP analysis, gathering requirements,

working with user groups, producing functional and technical

specifications. Also, detailing current user processes to enable smooth

transitioning to the new platform was done.

ANALYSIS

Using Apex Data loader to examine and update Salesforce tables for QA.

Understanding of Veeva business flow and logic. Creation of specifications,

functional/technical.

Review existing capabilities, both technically and procedurally, to ensure

that changes and improvements improve work patterns.

DESIGN

Generation of mobile user interface. Support formal and informal test and

acceptance activities (design, document, conduct, report and

interpretation, as was needed)

Use of case modeling tools for analysis

DEPLOYMENT

UAT/QA (technical/user) and training of mobile application and Salesforce

logic.

Participate in customer/sales roll outs. Implemented error handling

procedures.

SME for the project.

Coordinate with affected stakeholders/developers to ensure that business

system solutions are deployed effectively and that their intended use is

well understood

Creation of training material including videos.

Business Analyst (Concept Interactive, October 2010-July 2011)

ANALYSIS

Determining best MS SharePoint and ecommerce solutions for schools and

other clients in the public sector.

DESIGN

Requirements gathering, proposal creation, use cases and QA in an agile

environment.

DEPLOYMENT

Creation and presentation of SharePoint training (End User, Power User) for

client and staff

Identified issues and proposed solutions to management team to mitigate

risks.

Business Analyst/Project Manager(OOCL, January 2004-October 2010)

SUMMARY

As an End to End Business Analyst, I was involved in a number of projects

based on major/minor release cycles in the enterprise system. This involved

arranging resources for QA, training and development release.

I was the sole functional and process expert for Canada with knowledge of

all business and line of business applications, with ability to understand

technical constraints, assess business impacts to operations and back

office groups, drive out gaps, and make recommendations

As the liaison between the client business units and IT, I lead the

Business Requirements Gathering process (including Functional and User

requirements) to obtain the needs of the client.

Performed gap analysis, and identification of any areas for improvement

within existing procedures, methods and business processes.

Develop functional and technical specifications for delivering new LOB

applications. I was the global subject matter expert for Canadian Customs

and Invoicing Documentation and the delivery of said information.

Through regular audits of customers and vendors, existing procedures and

methodologies were reviewed. From this, over 100 enhancements were created.

In 2006 I was responsible for a product release for Canada. This module

release would allow email delivery to customers of customs and

documentation with associated invoices. There was also an online component

which allowed customers to download their documentation. This was also

implemented for the multi-carrier portal www.cargosmart.com. Once delivered

in 2007, I was responsible for the roll-out to customers which took 1.5

years (750 accounts).

In late 2008 I negotiated with the competition to work with a Montreal

based ocean terminal to accept an industry wide information exchange

standard which improved the method of cargo release affecting all inbound

customers. My attempt succeeded after years of attempts by others. For the

industry, headcount and costs savings were realized.

ANALYSIS

Review and implementation/QA of in-house CRM for Customer Service staff in

an enterprise environment

IMPLEMENTATION

Design and roll-out in North American offices of CRM tool that improved

customer response time.

Negotiation with competition for industry wide improvement initiative

DESIGN

Propose solutions/enhancements and system designs for assigned business

systems

Maintain traceability from customer requirements to proposed solutions and

to the accepted test requirements and results

DEPLOYMENT

Document, validate and deploy processes for the end-use and maintenance of

assigned systems.

Training of personnel and creation of training materials.

MAINTENANCE

Handling of defects/issues to closure.

TESTING

Design/administration of UAT and QA.

Document bugs for submission to developers and track submissions to closure

IT Professional (OOCL, April 1998-December 2004)

Server maintenance

Desktop support

ISO 9001 Auditor

Data Warehouse Technician (University of Toronto, May 1995 -April 1998)

Extraction/analysis of Census data using business intelligence researching

real estate trends. Data modeling/mapping, writing of extraction scripts.



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