Salesforce Business Analyst and Project Lead

SUMMARY

I am a highly skilled Salesforce Business Analyst with extensive experience managing the full lifecycle of Salesforce projects and programs. I specialize in aligning technical solutions with business objectives, conducting gap analyses, and translating stakeholder requirements into actionable outcomes. I have a proven track record of leading, coaching, and training cross-functional teams to improve system adoption and performance. I am proficient in Salesforce Sales Cloud, Service Cloud, CPQ, Flow Builder, and CRM platforms, with strong expertise in data analysis, reporting, user acceptance testing (UAT), and process automation. I am detail-oriented in system analysis, testing, and ensuring compliance with organizational policies and standards.

SKILLS

●Salesforce administration

●Sales Cloud

●Service Cloud

●CPQ management

●CRM management

●Data analytics

●Reporting and dashboards(Salesforce)

●Process redesign

●Requirements analysis

●Agile and Scrum

●UAT (User Acceptance Testing)

●Flow builder

●Quality assurance

●Financial Cloud

●Root cause analysis (RCA)

●Experience Cloud

●Salesforce Ticket Support tier 1-3

EXPERIENCE

07/2024 - 10/2025 Salesforce SR Application Support Analyst, IRCA Group Americas, Remote

●Administered Salesforce Sales Cloud, Service Cloud, and CPQ for a global food production organization, supporting over 1,000 users across multiple regions.

●Collaborated with sales, R&D, and commercialization teams to plan and execute software releases, system enhancements, and platform optimizations.

●Managed and resolved Salesforce case requests as a system administrator, conducting root cause analysis (RCA), and implementing effective solutions to prevent system disruptions.

●Led vendor solution evaluations, documenting product capabilities, and providing actionable recommendations for technology adoption.

●Designed, generated, and maintained custom reports and dashboards across CRM and cloud systems to support business decision-making and sales performance tracking.

●Delivered end-user training for Salesforce platforms, onboarding new hires, and enhancing adoption of system functionalities.

●Directed user acceptance testing (UAT) and post-deployment assessments, ensuring seamless system launches with zero defects.

Performed CRM data gap analysis, identifying inefficiencies, and providing strategic recommendations to senior leadership to enhance sales team performance. Gathered documents for new Salesforce projects

●Handled all the stake holder meetings

●Wrote user stories in Jira

●Administered Salesforce Sales Cloud, Service Cloud, and CPQ for a global food-production organization, supporting over 1,000 users across multiple regions.

06/2022 - 02/2024

Senior Salesforce CRM, Tools & Apps Analyst / PO, Charter Spectrum, Ballwin, Missouri

●Led and contributed to new Salesforce and enterprise software implementations, system releases, and platform enhancements.

●Translated business requirements into functional and technical specifications to support solution design and development.

●Reviewed and approved project documentation and vendor solutions, ensuring alignment with business objectives, and compliance standards.

●Managed and resolved Salesforce case requests as a system administrator, applying root cause analysis (RCA) to prevent recurring issues.

●Conducted user acceptance testing (UAT) and post-deployment assessments to ensure that software improvements met quality and business requirements.

●Developed and maintained custom reports, dashboards, and CRM data analyses for management decision-making and performance tracking.

●Served as project lead on multiple concurrent initiatives, coordinating cross-functional teams, and ensuring timely delivery.

●Supported departmental performance metrics by managing project workflows, internal web content, and system permissions efficiently.

●Enhanced operational efficiency and revenue by providing data-driven recommendations based on RCA and process reviews.

●Advised on sales operations improvements through CRM data gap analysis, and strategic process optimization.

06/2020 - 06/2022

Senior Technology Business Systems Consultant, Collabera/Wells Fargo, St. Louis,

Missouri

●Led a high-performing team in the planning, implementation, and optimization of a new CRM platform, ensuring alignment with business objectives.

●Administered Salesforce Marketing Cloud and Financial Cloud, supporting end-to-end business processes, and data integrity.

●Conducted comprehensive gap analyses of existing systems, recommending cost-effective replacement or enhancement solutions.

●Collaborated with business units, stakeholders, and vendors to gather, document, and validate technical and functional requirements.

●Authored user stories, tracked sprint progress, and communicated development points during biweekly Agile sessions.

●Contributed to the design of new applications and enhancements to existing systems, ensuring scalable, and efficient solutions.

●Investigated and resolved software defects, providing technical guidance to internal customers, and IT teams.

●Served as a subject matter expert and technical advisor to management, staff, and cross-functional teams.

●Reviewed all project documentation and system requests to ensure compliance with internal standards and regulatory requirements.

Recommended and implemented a Salesforce Financial Cloud solution after evaluating legacy system failures, improving operational efficiency.

Managed seamless data migration from legacy software, maintaining data accuracy and integrity.

●Supported special initiatives and task forces by identifying user needs, and delivering tailored technology solutions.

●Supported Docusign CLM

04/2019 - 06/2020

Salesforce Business OPS Analyst, US Bank, St. Louis, Missouri

●Analyzed Salesforce.com, lead management platforms, and other business systems to identify inefficiencies, and recommend process and system improvements.

●Developed proposals and business cases to address organizational information needs, and support system enhancements.

●Conducted cost-benefit analyses to evaluate operational improvements and projected savings from recommended solutions.

●Supported the development, configuration, and modification of Salesforce applications to align with business requirements.

●Served as a liaison between management, IT teams, and business staff to ensure seamless communication and project alignment.

●Coordinated system maintenance, troubleshooting, and monitoring for CRM, and project tracking platforms.

●Prepared and delivered reports to senior leadership on system performance, adoption metrics, and project progress.

●Collaborated with business units and external vendors to gather, document, and validate technical and functional requirements.

●Created user stories and requirements documentation for sprint planning and agile development cycles.

●Diagnosed and resolved software defects to ensure uninterrupted internal operations and user satisfaction.

●Designed and executed testing protocols for new system deployments and application enhancements.

●Developed communication tools to improve organizational awareness of policies, processes, and project outcomes.

●Maintained a deep knowledge of business unit processes and information requirements to provide strategic operational support.

●Acted as lead BA for financial and Marketing. Loud implementation

01/2018 - 03/2019

Business Data Analyst, Spectrum, Bridgeton, Missouri

●Compiled, analyzed, and interpreted customer experience data across call centers, using targeted call monitoring to identify trends and actionable insights.

●Facilitated daily scrum stand-ups, sprint planning, reviews, and retrospectives, while serving as a scrum coach and trainer, supporting agile project delivery.

●Provided analytical support for small projects and components of larger quality program initiatives, ensuring alignment with business objectives.

●Validated automated speech analytics queries, scoring call criteria across customer experience, operational effectiveness, and compliance metrics.

●Recommended process improvements and technology enhancements to optimize workflows and increase operational efficiency.

●Reported project progress, insights, and key performance metrics to stakeholders and senior leadership to guide decision-making.

Certified 300+ speech analytics queries while implementing agile and Scrum frameworks, resulting in two process improvements integrated into organizational workflows.

Trained and coached cross-functional teams on agile principles, scrum methodology, and data validation processes to enhance team performance.

●Developed a comprehensive scrum roadmap encompassing 88 business studies, quick insights, and four new lines of business, aligning analytics efforts with strategic goals.

●Structured and managed scrum teams across multiple product lines, optimizing resource allocation, and ensuring timely delivery of data-driven projects.

●Analyzed speech patterns and operational data to produce actionable insights, improving customer experience, risk management, and coaching effectiveness.

●Planned and conducted training sessions for leadership and project managers on stakeholder engagement, product owner responsibilities, and agile best practices.

●Tracked and monitored all agile software projects, identifying and resolving roadblocks to maintain project timelines and deliverables.

06/2016 - 07/2017

Customer Service Supervisor, CBRE, Seattle, Washington

●Supervised and coached call center staff, ensuring adherence to quality service standards, performance metrics, and productivity goals.

●Prioritized daily workloads and made proactive operational decisions to meet business objectives and service level agreements (SLAs).

●Managed customer service operations, including handling inquiries, dispatching work orders, and supporting reporting and documentation processes.

●Collaborated with management to design, implement, and promote employee incentive programs that drove engagement and performance.

●Provided guidance on staff recruitment, training, and career development opportunities to optimize team capabilities.

●Enhanced call center efficiency by analyzing processes, identifying gaps, and implementing system and workflow improvements.

●Generated, reviewed, and interpreted reports to track performance metrics, identify trends, and conduct root cause analysis for continuous improvement.

09/2012 - 02/2015

SR Quality Business Analyst, Vertafore, Bothell, Washington

●Developed, launched, and managed a cross-departmental quality program, establishing standards, policies, and procedures to enhance operational efficiency.

●Implemented SOPs and performed Oracle data mining to support data-driven quality assessments and process improvements.

●Conducted biweekly calibrations, monitored program performance, and reported modifications to senior leadership.

●Delivered training to staff and managers on program utilization, agile methodologies, and quality improvement best practices.

●Evaluated communications across emails, calls, cases, and chats for over 100 technical advisers, ensuring adherence to quality standards.

●Collected, analyzed, and reported metrics, statistics, and customer survey results to inform strategic initiatives and align operations with voice-of-the-customer expectations.

●Improved customer satisfaction survey scores by 14% within one year through targeted training and service delivery enhancements.

●Authored and implemented a comprehensive quality program, recognized as a companywide best practice.

●Reduced Average Handle Time (AHT) by 5% through strategic coaching and workflow optimization.

Launched the Making a Great Impression on the Customer (MAGIC) program, significantly enhancing customer experience and satisfaction.

Streamlined program rollouts using agile project management tools to ensure timely and effective implementation.

EDUCATION AND TRAINING

Associate of Liberal Arts Studies

Ball State University, Muncie, IN

ACTIVITIES AND HONORS

● Project Management Institute (PMI) ● Scrum.org

CERTIFICATIONS

●Professional Scrum Master (PSM) 1 Certification

●Agile Project Management 101

●Mastering Agile Scrum Project Management

●Agile vs. Waterfall Methodology

●Jira Certification

●Trailhead Salesforce Lighting & 40 Patches Training (19000 Hours)

Contact this candidate