Sales Project Manager

Ben Nelson

**** *. ********* *** . ******, CO ***13

Phone 720-***-**** . E-mail **********@*******.***

Summary

Provide analysis, process recommendations, requirements documentation and

high level design as lead Business Analyst/ Business Architect representing

business groups such as Retail Services, Sales, Inventory Warehouse,

Distribution, Service and Compliance. Initiatives enhanced applications

such as Siebel PRM, Oracle ERP, web applications, commission system and

Data Warehouse while interfacing with CSG billing system, IVR, Clarify and

Active Directory through collaboration with onshore and offshore teams.

Industry experience includes Satellite TV as well as Financial and Banking.

Skills, knowledge and attributes

. Proficient Business Analyst/ Business Architect with experience in

Project Management and user acceptance testing.

. Requirements gathering methods include: interviews, group discussions,

work breakdown structures, process flows, prototypes and data modeling.

. SDLC (System Development Life Cycle) methodologies include: Traditional

Waterfall and Scrum/ Agile.

. Effective knowledge of Siebel PRM, commission systems and web

applications.

. Analyzed and documented 37 projects that directly affected 14

applications, interfacing with 12 other applications, through

collaboration with 15 business client groups, 12 development teams and 7

test teams.

. Strong knowledge of Word, Excel, Visio, Power Point, Paint and Outlook.

. Siebel PRM user configuration administrator.

. SharePoint administrator.

. IIBA (International Institute of Business Analysis) member.

WORK EXPERIENCE

Business Analyst; Dish Network L.L.C., Englewood, CO July 2007 to

Present

. Analyzed and implemented new business and system processes by identifying

enhancement opportunities, new strategies, issues and redundant tasks.

Changes resulted in cost savings, increased revenue and higher service

quality.

. Project name: Existing Customer Work Order Creation in Web Application.

Role: While lead Business Analyst and Business Architect utilized

interviews, group discussions, process flows and prototypes to gather

requirements throughout this Traditional Waterfall project.

Description: Created work orders and provided customer installation

configurations through sales web application for existing customer

promotions and enhanced customer support application, commission

system, IVR and Clarify as well as modified CSG Billing system

configurations to support the change.

ROI: Saved the company $4.6 million annually due to fraud reduction,

overpayment prevention, truck roll preclusion and eliminating retailer

configuration calls and post payment disputes.

Business groups: Retail Services Operations, Retailer Compensation,

Retailer Escalations, Retailer Research and Disputes, Payment

Assurance, Fraud Audit, Sales, Customer Support Center, Service,

Accounting and Tax.

. Project name: Commercial Public/ Private through Web Applications.

Role: As lead Business Analyst and Business Architect used interviews,

group discussions, process flows and prototypes to gather requirements

for this Traditional Waterfall project.

Description: Allowed Telecommunication Partners, National Accounts,

Sales Only Retailers and Sales and Install Retailers to sell Commercial

Public Private Accounts through sales web applications and enhanced the

customer support application to accept the change.

ROI: Increased annual activations by 10,400 contributing $2.8 million

in incremental revenue while annually eliminating 72,000 calls

conserving $140,000 in associated costs.

Business groups: Commercial, Retail Services Operations, Retailer

Compensation, Retailer Research and Disputes, Sales, Customer Support

Center, Corporate Installation and Service, Accounting and Tax.

. Project name: Shipping Intelligence: Rate Calculation.

Role: Lead Business Analyst, Business Architect and user acceptance

coordinator and tester employed interviews, group discussions, process

flows and prototypes to complete this Traditional Waterfall initiative.

Description: Provided accurate shipping rates and time in transit

information to Siebel PRM from multiple carriers using Oracle ERP to

composite and calculate carrier information received through API's and

ConnectShip.

ROI: Reduced unreimbursed shipping rate costs by $5.7 million per year

(31% of total company shipping costs).

Business groups: Sales Operations, Service, Distribution, Inventory

Warehouse, Accounting and Tax.

. Project name: LDAP (Lightweight Directory Access Protocol) for External

Siebel PRM Users.

Role: As lead Business Analyst used interviews and group discussions to

elicit requirements throughout this Traditional Waterfall project.

Description: Transferred 15,000 external Siebel PRM users to LDAP using

Active Directory in emergency deployment.

ROI: Met PCI (Payment Card Industry) guidelines.

Business groups: Compliance, Retail Services Operations and Sales.

. Project name: Order Master to Enterprise Data Warehouse.

Role: While lead Business Analyst, Business Architect and Data Analyst

employed interviews, group discussions, work breakdown structure,

process flows and data modeling to complete this Traditional Waterfall

development.

Description: Relocated Sales data and calculations from an Access

database into Data warehouse.

ROI: Increased performance and stability.

Business groups: Payment Assurance and Data Warehouse.

. Project name: Non Inventory Receiver Invoicing and Receiver Shipment

Process Fix.

Role: Lead Business Analyst, Business Architect and Project Manager

utilized interviews, group discussions and prototypes during these

Traditional Waterfall initiatives.

Description: Created placeholder shipping information option in the

commission system to allow payment for Oracle ERP erred accounts and

allowed the commission system to process payments for Accounts Payable

numbers that are connected to multiple Organizations or whose

Organization is missing.

ROI: Reduced commission processing time for on average 250 payments a

month from 4 weeks to 3 days.

Business groups: Retailer Research and Disputes.

. Project name: Sales Commission Report Requests.

Role: As Business Analyst and Data Analyst used interviews, group

discussions, prototypes and data modeling throughout this Scrum method/

Agile project.

Description: Created 5 commission system reports.

ROI: Accelerated payment trouble shooting and provided in depth

trending data.

Business groups: Retailer Compensation.

. Additional projects available to further affirm experience.

Senior Escalation Desk Representative; First Data Corp., Englewood, CO

Sept. 2004 to July 2007

. Provided tier two customer support including problem resolution, caller

escalations, in-depth research and system analysis for multiple products,

as well as PC set up and technical support for up to 70 CSR's.

o Products included: Electronic Federal Tax Payment System; State Tax;

Remit One; Official Checks and Money Orders; Western Union Retail

Money Orders; Official Check Presentment; and American Express Money

Orders.

. Assisted Client Service Manager with client communication, requirements

gathering and project management.

o Collaborated in the planning, risk mitigation, documentation, testing

and implementation of PBX phone move.

o Tested and assisted in updating business continuity procedures to

ensure disaster recovery functionality and operation.

. Initiated the development and provided supportive research for multiple

cost saving opportunities that included enhancing IVR functionality to

automate escheatment calls, automating official check and money order

copy requests, reducing failed IVR tax payment call waiting times,

standardizing and centralizing electronic forms and creating a secure

research request submission process.

. Coordinated system updates, maintenance outages, as well as systemic and

procedural changes for CSR's to minimize customer impact.

. Developed and updated standard operating procedures, user manuals,

instruction guides and training guides.

. Administered security audits and reports as back up Business Area

Administrator for the Privacy Task Force.

. Awards and Recognition: "Leader of the Pack," Q2 2005; "Rising Star," Q1

2006; "Team of the Quarter," Q1 2007, Q3 2005 and Q4 2005.

Education

B.S. Business Administration: Emphasis in Management; Northwest Nazarene

University, Nampa, ID May 2004

References (Available upon request)

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