Business Analyst,Director operations
Resume:
Sherine Greig
Sr. Salesforce Business Analyst
adye4y@r.postjobfree.com
A dynamic and multitalented professional with a good understanding of Business Analysis
possess 16+ years of experience working for a diverse group of organizations and clients in
multiple roles like Business Analyst, Consultant, Trainer, Educator, Director etc.
Profile Summary:
11+ years of experience as Business analyst, Salesforce BA, BA Trainer, Lead BA, Consultant BA for clients in Asia, Africa, Australia, Europe, and USA.
6+years as a Sr. Salesforce BA
Strong knowledge in Salesforce sales end to end implementation.
Strong knowledge working on Azure DevOps, Jira, to create Epics, PBIs, User stories, test cases.
Launch Tableau Worksheet, Create Dashboards and Reports, SQL,
Experience on Salesforce, Discovery Phases, stakeholder management, Requirement gathering and prioritization, Sprint Ceremonies, User stories- acceptance criteria, UAT test cases, AGILE, SCRUM, Waterfall, UML, Balsamiq wireframes, JAD workshops, Salesforce CRM Azure DeVops, VSTS etc. in domain projects like Insurance, eCommerce Retail, and Healthcare, Energy and Utility, Oil and Gas industries.
Efficient Documentation skills of process flow for Team/ end user support.
Experience in CMS and SharePoint.
Experience in making strategic recommendations using Data Models
Project delivery in Agile framework by working closely with technical teams, including data engineers and developers, to translate business requirements into technical specifications and ensure accurate implementation.
Efficient in creating Dashboards, widgets, Shared queries and running reports in Azure DevOps
Experience in Data integration and collaborating with cross-functional teams using ADO platform.
ETL and Quality analysis in Azure warehouse.
Experience in defining data quality rules.
Business Analyst trainer giving professional training and certification for Business Analyst, Agile, Scrum, Salesforce sales Objects and CRM Modules (eCommerce, Marketing, Sales and Service) etc.
Skill Set:
Business Analysis, Requirement elicitation, Waterfall, Agile, Scrum, User stories- acceptance criteria, user story mapping, functional& UAT test cases, Training, Reporting and Presentation, JAD Workshops, Discovery phases. UML, Balsamiq wireframes
Jira, Azure DeVops, VSTS
MS-Office suites like MS Excel- Pivot tables, Vlookup; MS PowerPoint
Salesforce CRM, MS Dynamics CRM
End user Support - Trailhead, Knowledge articles, FAQs, Voice, Live chats, Calls
Omni Channel Marketing/ Sales
Power BI & Tableau Reports and Dashboards
Rudimentary skills in SQL, Python, R, Tableau
Cargo handling, freight forwarding, export import documentation.
Professional skills: Strong communication, Educator, Training & development, Process Documentation Stakeholder management, Experienced facilitator, Efficient Problem-solving skills, Team player yet leader, Critical thinking, Decision making, Creativity, Coordinating, Pay close attention to detail, Emotional intelligence, Cognitive flexibility, excellent analysis and troubleshooting, strong presentation skills, Multi-tasking, Methodical.
Education:
Masters in Foreign Trade
Post-Graduate Diploma in Computer Applications
Bachelors in Economics
Certification as Business Analyst.
Certification in Cargo handling, freight forwarding, export import documentation.
Professional Experience:
Client: Shell- US and Europe Projects (Lancesoft India) April 2022 – April 2023
Role: Sr. Salesforce Business Analyst
Projects: Shell fleet solutions and Shell Recharge Solutions
Responsibilities:
Plan, design, develop and launch operations to support business processes for the oil and gas industry.
Monitor the performance of oil and gas operations and identify opportunities for improvement.
Perform process modeling of oil and gas markets.
Product owner Salesforce CRM – Sales, Trailhead
Responsible for Salesforce sales end to end implementation and Trailhead.
Responsible for Salesforce Sales End user support and Third party onboarding.
Requirement Gathering and prioritization based on ADO data
Discovery - Stakeholder identification, engagement, management, Workshops JAD.
Understand the need for the RFP and properly document the same.
Generating feature requests, business requirements, test planning and execution based on operations data analysis and RFP
Define the MVP in accordance with RFP
Azure DeVops- Create Epics, User stories, PBIs, Test cases.
Azure DevOps - Run reports on Sprint performance on monthly basis.
Coordinate with stakeholders to validate (UAT) and sign off on data integration deliverables.
Optimized ADO platform to Collaborate with cross-functional teams and ensure efficient project delivery in Agile environment.
ETL (extract, transform and load) and cleansing of data (Quality analysis) in Azure warehouse.
Work closely with technical teams to translate business requirements into technical specifications.
Lead generation through Salesforce Marketing Cloud
Salesforce Marketing Cloud end to end implementation.
Visualize the process using flow diagrams or wireframes. UML business models, use cases diagrams
Understand the requirement of the client and bring in effective process changes for US, Asian and European Markets.
Work closely with Project Managers, Scrum master, other BA's, Developers, and Business Stakeholders.
Data integration REST API (SRS - SFS)
Document “as-is” and “to-be” requirements using business analysis artifacts.
End User Support for SFS Sales users from 30+countries (from Asia, Europe and USA)
Sales optimization enhancement. Omni Channel Campaigns and sales through Salesforce Marketing loud
Execute goal setting, planning, budgeting, tracking and analysis for the Campaigns
High Quality Documentation for each process flows/ enhancement.
Lead Daily Scrum meetings - Collaborate business and IT.
Lead meetings- client engagement sessions, daily scrum, sprint retrospective, grooming, demos, training sessions, Monthly bug review and cleansing of Data in Azure DevOps.
Sprint ceremonies include sprint planning, backlog refinement and grooming using ADO platform.
TPA User and TPA Company onboarding and trouble shooting.
Third part risk assessment and security clearance
Help team in building SOP and POC
Salesforce CRM Reports – Create Dashboards and Reports Power BI
Launch Tableau Worksheet, Create Dashboards and Reports
Establish key performance Indicators (KPI) on the Dashboard for sales optimization.
Identify performance gaps and opportunities through reports, dashboards and analytical tools.
Salesforce In - App end user support, Training, and development.
Salesforce Sales - Trailhead content creation, releases, and user assignments for all basic objects
Lead conversion, Opportunity creation, Negotiation, Billing, Payment- Salesforce sales cloud
SOM ticket management, process improvements, Feedback follow-ups
Customer relationship management for B2B and B2C sales.
Meetings with Salesforce Support Team on feature improvements
Training and communication point for new and existing users on any feature enhancement or existing process
KB Admin MS Teams Channel – End user support, chat, calls,
FAQ Support- creating updating archiving deleting and editing any existing or new item on FAQ page, Knowledge articles, Voice, Live Chat, Routing, Calls – Salesforce Service cloud.
Helped in Employee satisfaction surveys and feedback follow up through Medallia.
Accomplishment: Created and released an in-App Quick reference guide for users on salesforce platform using Trailhead, which contains quick reference guide with quiz for 150+ objects accessible from object windows
Client: Global Gateway Infratech, Bangalore, India Dec. 2021 – March 2022
Role: Business Analyst consultant, Product owner
Project: ‘GG Automated homes and Offices’ MS Dynamics
Responsibilities:
Requirement gathering, prioritization and Management for Smart Homes and Smart offices.
Tracks usage across utilities, Utility bill management for House/office: Track, understand, and process data from utility bills.
Responsible for salesforce Marketing cloud end to end implementation.
Omnichannel sales and lead creation through Salesforce Marketing Cloud
Creation of data forms and campaigns through Salesforce Marketing cloud
Responsible for Salesforce sales end to end implementation and sales optimization.
Work closely with technical teams and SA to help in System modeling and architectural design.
Translate the outputs of the Stakeholder Requirements Definition and Requirements Analysis processes into alternative design solutions and establish the architectural design.
Plan, design, develop and launch operation/ financial plans to support business processes.
Customer relationship management for B2B and B2C sales.
Sales optimization enhancement.
Automated quote-to-cash process. Eliminated manual processes and risk of errors while improving cash flow.
Brought together sales, order management and fulfillment, billing, accounts receivable and support.
Discovery Phases, Stakeholder identification and engagement
Launch Tableau Worksheet, Create Dashboards and Reports
Create business models, use cases diagrams on process flow.
UML - Visualize the process using flow diagrams or wireframes.
Identify risk and proactively propose solutions.
Collaborate with cross-functional teams and ensure efficient project delivery in Agile environment.
ETL and Quality Analysis
Lead generation – Salesforce Marketing cloud
User stories - mapping and prioritization- acceptance criteria creation and reviewing
Azure DeVops- Epics, User stories, PBIs, Test cases
Sprint planning and ceremonies
Work closely with Project Managers, Scrum master, other BA's, Developers, and Business Stakeholders, business interaction & requirement closure.
Lead Daily scrum, connect Business with IT to analyze and understand PBIs.
Lead meetings, client engagement sessions, daily scrum, sprint retrospective, grooming, demos
Process Documentation- Create scope documents, functional & non-functional requirements, features and make sure client needs are met according to RFP
Direct: Elm Institute of Business Studies- Bangalore Inc. Texas, USA March 2017 – Nov. 2021
Role: Lead Business Analyst Trainer, Program Director
Responsibilities:
Worked on MS Dynamics 365 CRM, Salesforce sale and marketing cloud- Sales, Reports and Dashboards.
Plan, design, develop and launch operations/financial system to support organizational functions and business processes.
Requirement Gathering, prioritization and presentation.
Create scope documents, functional & non-functional requirements, features in accordance with RFP
Discovery Phases and Stakeholder management
Lead Daily scrum, connect Business with IT to analyze and understand PBIs.
Coordinating and communicating between the stakeholders
Sprint ceremonies, grooming sessions and review meetings
Azure DeVops- User stories, Acceptance criteria, PBIs, UAT Test cases
Jira – User stories, PBIs, User story mapping
Dashboards, budgeting, forecasting and resource allocation.
Consolidate requirements gathered into actionable items, reports and presentations
Launch Tableau Worksheet, Create Dashboards and Reports
Design surveys to discover prospective customers’ preferences, Medallia
Work closely with technical teams to translate business requirements into technical specifications.
Conduct JAD sessions and workshops.
Lead meetings- client engagement sessions, scrum, retrospective, grooming, demos
Documentation, Collaborative document management and sharing using IBM CMS
Pricing, and promotions and enhanced customer engagement- Salesforce commerce cloud
Knowledge articles – Salesforce Service cloud, MS Dynamics
Lead generation – Salesforce Marketing cloud, MS Dynamics Sales and Marketing
Lead conversion, Opportunity creation, Negotiation, Billing, Payment- Salesforce sales cloud
Identify risk and proactively propose solutions.
Customer relationship management for B2B and B2C sales.
Job as a Director and Salesforce Trainer involves:
Deliver regular classes for Business Analyst Program Salesforce CRM and MS Dynamics modules (Commerce cloud, Marketing cloud, Sales cloud and Service cloud) Requirement gathering, Business Writing, Omni channel marketing, User stories- acceptance criteria, UAT test cases, AGILE, SCRUM, UML, BRD, RFP, Reporting and Dashboards Power BI and Tableau, Azure DeVops creation of Dashboards, shared queries, widgets, Run Queries
Recruit, train and add potential candidates to the Elm IBS Team.
Plan the entire programs of Elm IBS and delegate the works which includes admission, revenue generation, business development, legal formalities and foreign tie ups, networking, content development, updating syllabus, brain storming sessions, workshop seminars, tie ups with other colleges and social events.
Direct Employment: Aivea Corporation USA March 2011 – Feb. 2017
Role: Business Analyst
Responsibilities:
Requirement elicitation and prioritization for Health care, Insurance, banking and eCommerce Retail domains
Create scope documents, functional & non-functional requirements, features in accordance with RFP.
JAD sessions
Collaborate with cross-functional teams and ensure efficient project delivery in Agile environment.
Sprint ceremonies
Reports and presentations, SQL, Tableau
Understand SQL queries.
Work closely with Project Managers, Scrum master, other BA's, Developers, and Business Stakeholders.
Daily scrum, collaborate with stakeholders to analyze and understand PBIs, Retrospective meetings.
Utility bill management for House/office: Track, understand, and process data from utility bills.
Integrate EMIS capabilities with operations and maintenance processes to increase efficiency.
Work closely with technical teams and SA to help in System modeling and architectural design.
VSTS - User stories- acceptance criteria reviewing.
Visualize the process using flow diagrams or wireframes.
Discovery phases- Stakeholder identification and engagement
Work closely with technical teams to translate business requirements into technical specifications.
Consolidate requirements gathered into actionable items, reports and presentations.
Lead meetings with clients, client engagement sessions
Direct Employment: XIME Bangalore June 2005 – Feb. 2011
Role: Asst. Professor
Responsibilities:
Take regular classes for the MBA course, prepare content, organize workshops, etc.
Subjects taught: Cargo handling, freight forwarding, export import documentation, International Marketing, Marketing Management, Economic and Foreign Trade Legislation, Principles of Management.
Direct Employment: iManager Corporate Training Centre, Trivandrum, India for UK Project June 2005 – Feb. 2011
Role: Asst. Professor
Responsibilities:
Take regular classes for the MBA course, prepare content, organize workshops, etc.
Subjects taught: Business Economics, Quantitative Analysis, Cargo handling, freight forwarding, export import documentation, International Marketing, Marketing Management, Economic and Foreign Trade Legislation, Principles of Management.
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