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CRM Business Analyst Resume Samples
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0-5 years of experience
- Assisted in releasing the SugarCRM software solution resulting in sales process standardization and uniform revenue recognition allowing management to begin accurate real-time forecasting
- Participated in implementing a customized revenue forecasting reporting module for SugarCRM leading to greatly increased accuracy and flexibility
- Actively supported an international sales force greater than 70 and responsible for sales of greater than $300M
- Wrote training documentation and conducted training sessions for users on the SugarCRM software.
0-5 years of experience
Administered support of Siebel On Demand application for upwards of 400 users. Efficiently handled more than 100 issues per week with a 96 percent average resolution rate
- Effectively maintained partnerships with all company IS teams and vendors to ensure constant compatibility between Siebel application and inter-related systems
- Performed UAT testing of both existing and newly developed functionalities to ensure performance; informed vendors of progress or issues
- Created ad hoc reports using multiple systems including SQL, Access and Oracle Business Intelligence/ Siebel Analytics
- Facilitated face to face and classroom training sessions for CRM users of all levels and positions
0-5 years of experience
Managed projects working with cross functional teams and outside vendors. Defined and created business process flows for assigned Data elements improving data quality.
- Identified data quality issues and worked closely with impacted groups for resolution.
- Conducted root cause analysis on complex data issues and managed cleanup activities for over 15,000 Company Master Data discrepancies.
- Analyzed and prioritized requirements for SAP roadmap process improving system usability.
- Created functional specification and detailed test scripts for UAT providing business approval.
- Acted as the liaison between business and the IT department managing requirements and resolving defects.
0-5 years of experience
Assisted Siebel Analysts to identify and resolve problems within the CRM system. Participated in multiple projects involving the transition to Procter & Gamble’s information systems.
- Contributed to the closing of $16m Siebel-based, customer relationship management system, in order to transfer Gillette accounts to Procter & Gamble’s CRM system
- Developed and supported Gillette’s Key Account Planning process and trained the Vice Presidents of each product division on how to use the software to plan their future sales estimates
- Created training documents and PowerPoint presentation for the North American sales organization outlining the transition to Procter & Gamble’s CRM system
- Managed and updated the company Intranet site
0-5 years of experience
Communications liaison between business managers of assigned CRM applications and software engineering team, ensuring alignment of technology solutions to business strategy and facilitating project execution. Assist in identifying, evaluating, and developing systems and procedures that meet user requirements. Responsible for applications representing over four million customer interactions per year.
- Designed and implemented a streamlined process for capturing business requirements that increased accuracy, efficiency, and productivity within the first 3 months in role.
- Led the completion of functional requirements for a “first of kind” Siebel application that identifies callers immediately. Application enables more personalized customer response and is projected to deliver more than $2M in sales within 5 years.
- Collaborated in development of a sales lead ranking system for identifying high-value guests that led to a more than 25% increase in first-time guest contact within 2 months of implementation.
- Chosen as Employee of the 2nd Quarter after less than 6 months in position for recognized strength in building relationships and executing initiatives.
0-5 years of experience
Deployed fiber-optic communication links into the data center resulting in increased efficiency, data security, and project agility.
- Migrated legacy PBX phone system to Voice over IP solution resulting in a 60% lower phone utility bill.
- Designed and implemented a Primary IT Vendor policy to discretely define vendor roles and responsibilities and led a vendor selection project resulting in a fixed, lower cost vendor with a yearly savings of 30%.
- Designed new data backup solution to reduce excessive maintenance and provide additional cloud-based data redundancy.
- Programmed SQL Server Reporting Services reports for Microsoft Dynamics applications offering management better insight into daily operations providing better efficiencies and increased customer perception.
- Consulted on standards compliance by providing and maintaining IT Standard Operating Procedures (SOPs) as well as crafting the official [company name] stance on 21 CFR Part 11 resulting in more efficient customer audits.
- Managed the deployment of aging gateway with an enterprise-class Cisco VPN solution reducing overall help desk tickets by 40% due to malfunctioning equipment.
- Revived failing CRM implementation project utilizing agile SDLC principles saving the organization $45,000 is lost investment.
- Advised senior management on the benefits of a fully encrypted database platform due to Protected Health Information (PHI) and subsequently deployed the platform effectively mitigating a major risk.
- Co-programmed a fully-supported Microsoft Dynamics CRM to Dynamics SL SQL triggered database integration providing automatically triggered Accounts Payable and Accounts Receivable, resulting in massive efficiencies, reducing the required accounting department man hours per month, and shrinking month-end-close from 10 days to less than 1 day.
6-10 years of experience
Consistently chosen as Lead Business Analyst/Consultant/Product Manager for various Large, Strategic, Multi-Million dollar CRM projects
- Currently serving as Lead Business Consultant for a new line of business to work with external sites in understanding current-state business and system architecture to determine how to best solution using DeVry’s existing salesforce.com and student information systems.
- Served as Lead Product Manager in creating a brand new self-service applicant portal for DeVry University and Keller Graduate School of Business. Facilitated various workshops with Business teams to determine portal content, Marketing content and communication, overall layout and business rules. Facilitated large JAD sessions with various IT teams to build functionality. Lead and managed large UAT effort with various business teams.
- Served as Lead Business Analyst tasked with requirements gathering, prioritization, and communication for a $10M Salesforce.com CRM tool installation for the Marketing & Recruitment business teams. Facilitated large business process workshops and data migration/integration JAD sessions. Project decreased speed to contact from days to under 12 minutes.
- Served as Lead Business Analyst tasked with requirements gathering, vendor management and overall communication for a multi-million dollar automated outbound dialer campaign. Determined Marketing campaign requirements, outbound dialer requirements and overall system and business process architecture. Project decreased speed to inquiry from hours to under 6 minutes.
6-10 years of experience
Identified the challenges and opportunities within the organization to deliver dynamic CRM software solutions. Managed multiple projects from initial request through estimation, approval, requirements, build, rollout and training.
- Principal team member charged with the successful implementation of Epicor CRM 6.1, with cross-platform functionality to legacy systems and online sales databases
- Researched and evaluated third-party software and service partners for purchase or engagement, emphasizing cost reduction and risk mitigation
- Prepared periodic sales and customer trend reports to determine the success of marketing campaigns, including RFM analyses to achieve customer segmentation and formulating sales strategies
- Accountable for the hygiene and accuracy of transactions and customer information for [company name]’s customer universe, achieved via periodic database audits and the creation of database usage policies. Authored and implemented policies to maintain the integrity and competitive potential of customer data, including deduplication and merging data from social media sources and service bureaus
- Extracted and prepared customer segments from monthly marketing plans for promotional mailings and email campaigns
0-5 years of experience
Subject Matter Expert for Siebel CRM which included researching user visibility issues, providing users with additional access to the application, troubleshooting, and assisting users with any training issues
- Provided Application Administration Support which included the On-boarding and Off-boarding of Users, maintained the reference/master tables, created assignment teams in Assignment Manager, and provided users with pre defined queries
- Created update bulletins for Siebel CRM and Siebel Analytics users to inform them of new enhancements included in the releases. Supported the deployment of Siebel CRM Point Releases
- Developed functional specifications for application enhancement releases
- Performed User Acceptance Testing to determine if Criteria and Goals have been met
- Assisted with the rollout of the Pricing Quote Module and MS Outlook Integration functionality to selected groups of pilot users
0-5 years of experience
System Administrator of the new Case Management System (CMS), Intercede (leading global provider of intelligent incident and allegation management solutions).
- Managed the migration of clients from the Legacy systems over to the new Case Management System.
- Successfully implemented new clients in the new system by working closely with each client to scope out all their functionality requirements and conveying them to the software developers.
- Analyzed clients’ customized data setup from the Legacy system and reconfigured the data to conform into Intercede’s set up requirements.
- Extensively performed beta testing on the new CMS and all updated releases before transitioning into the Production environment.
- Troubleshot, identified, and resolved complex problems in the new system and created temporary solutions when needed.
- Performed daily tests in the new system under each Wackenhut role: Super User, Call Specialist, and Quality Assurance.
- Performed daily tests in the new system under each client role: Enterprise Case Manager, Case Manager, Auditor, Administrator, Investigator, and Case Reviewer.
- Created training manuals and maintained system documentations were updated and accurate.
0-5 years of experience
System Administrator of the new Case Management System (CMS), Intercede (leading global provider of intelligent incident and allegation management solutions).
- Managed the migration of clients from the Legacy systems over to the new Case Management System.
- Successfully implemented new clients in the new system by working closely with each client to scope out all their functionality requirements and conveying them to the software developers.
- Analyzed clients’ customized data setup from the Legacy system and reconfigured the data to conform into Intercede’s set up requirements.
- Extensively performed beta testing on the new CMS and all updated releases before transitioning into the Production environment.
- Troubleshot, identified, and resolved complex problems in the new system and created temporary solutions when needed.
- Performed daily tests in the new system under each Wackenhut role: Super User, Call Specialist, and Quality Assurance.
- Performed daily tests in the new system under each client role: Enterprise Case Manager, Case Manager, Auditor, Administrator, Investigator, and Case Reviewer.
- Created training manuals and maintained system documentations were updated and accurate.
0-5 years of experience
Developed bi-weekly reports for firm/regional leadership to summarize activity within the opportunity pipeline, sales growth and new contact touch points
- Conducted comprehensive analysis on results from an internal assessment of the effectiveness of the firm-wide CRM system; prepared several presentations for leader debriefs
- Supported Program Lead with research requests and data validations regarding the CRM system
- Conducted sessions to train PMO team on new approach for generating key CRM reports
0-5 years of experience
Led clients in automating their Customer Relationship Management systems
- Coordinated developers, project managers, and software support in providing solutions
- Led requirements gathering sessions
- Designed, developed and implemented Sage CRM and SalesLogix solutions
- Analyzed business problems, documented requirements, recommended and initiated solutions
- Created systems based on user inputs, functional requirements and project plans
- Developed and Instructed End User and Administrator SageCRM Training
- Converted Access database to SQL Sage CRM enabling client to view customer data
0-5 years of experience
Business owner of Salesforce.com used by various business groups including Financial Advisors, Call Center Reps, Bankers, Compliance, and Middle Office Operations.
- Managed offshore team whose tasks include requirements gathering, process mapping, writing use cases as well as answering end user phone calls, assisting in report creation, and data loading activities.
- Integrated new technology platform with Salesforce.com. Previous Platform and Salesforce.com were two independent systems that did not “talk” to each other. Created a solution where there is context passing between the two systems with single sign on.
- Led project to merge two instances of Salesforce.com that were being used by our group. Merging included migrating users, data, and functionality.
- Business lead for on boarding of Premier Client Service Group, Investment Consultant, and Citigold Bankers. Tasks included gathering business requirements, working with technology on implementing requirements, overseeing testing, develop and deliver training, post-production validation of requirements, and gathering new requirements for future releases/enhancements.
- Integrated our Service Center IVR with Salesforce.com to provide screen-pops for our users. Screen-pops provided our users the customers information which enabled the business to provide personalized service, gain operational efficiencies, and allowed client segmentation so our top clients were directed to the proper area.
- Implemented improvements to allow our users to better serve our top tier clients. Changes included Service Ticket and Pipeline escalation rules, Service Level Agreement Alerts, and creation of reports and dashboards to alert users and managers when issues items were passed due.
- Developed a solution to improve campaign reporting utilizing the integration between IVR and Salesforce.com.
- Manage the Salesforce.com enhancement pipeline. Work with various business groups and technology to prioritize the enhancements. Ensure that there is a clear roadmap for the upcoming months and year.
0-5 years of experience
Responsible for project management, planning, development, tracking and implementation of specific short term and long term projects including; training programs, HEAT CRM application implementation project, and metrics reporting.
- Provided implementation, testing, administration, and training support of Siebel CRM to 1500+ B2B Sales Force users.
- Provided technical assistance including database extracts for remote users and system administration to the field on the Siebel CRM Application.
- Handled escalations and reported Siebel CRM defects for prioritization and resolution
- Instructed VPs, Directors, Managers, Sales Executives and Customer service representatives on the functionality of Siebel CRM for each module that user represents to assist with their particular job function.
- Provided web-based and in-person classroom training sessions for all Siebel CRM users via Learning Services Management tools.
- Performed quality assurance testing, including verifying data integrity, building quality attribute sets, test methods, and metrics to ensure a successful release.
- Assisted with the development of training documentation and job-aids for the field.
- Implemented the Customer Relationship Management Tool; HEAT. Acted as the Project Manager for all phases of project including P&A to Design through Implementation and assumed the role of Systems Analyst. Was responsible for the entire functionality and support of this application including Crystal Reports.
- Provided call flow reports and developed manuals and procedures (M&Ps) for trouble ticket workflows.
0-5 years of experience
Conducted and documented corporate structure analysis on Partners, Resellers and major consumers.
- Consolidation of transactional customer information in data migration, using Oracle, Excel and SQL.
- Migration from multiple legacy systems to Oracle 11i platform.
- Created presentations and financial analysis reports for delivery to field sales representatives with results explanations and analysis recommendations.
- Authored process documents detailing analysis methodology and product deliverables.
0-5 years of experience
Developed and documented business processes for transformation into one of the 6 production databases
- Acted as first point of contact to over 300 users for CRM errors providing accurate solutions or fixes
- Provided user support and training with over 10 written manuals for all users
- Worked with vendors and consultants on key implementations
- Walked clients through business processes for inclusion into Microsoft Dynamics CRM
- Worked with Visual Studio to create SQL reports
- Managed in collaboration with IT to troubleshoot server and database issues
- Employed Agile methodologies for new clients on-boarding and enhancements to their CRM Microsoft system
- Created over 40 workflows and maintained them as needed
- Utilized J Script and SDK to develop customizations on forms and/or individual fields
- Conducted standard testing procedures for any enhancements to CRM
0-5 years of experience
Diversified global supplier and manufacturer of medical products, services and education.
- Work with internal sponsors and champions to identify project requirements and solution the design.
- Present solutions for sales, service, and marketing steering committees
- Functional business systems requirements gathering and documentation
- Lead development and QA team to ensure project milestones, budget and scope are realized
- Work closely with education committee to implement internal MS CRM curriculum
0-5 years of experience
Worked on data analysis in the domain of retail internet marketing
- Built various data modeling techniques including customer segmentation, forecasting to help marketing initiatives and merchandising opportunities
- Extensive use of Teradata SQL, SAS Enterprise Miner, Excel and JMP towards summarizing analytical findings
- Supported marketing of products, new customer acquisition, customer migration and customer retention
0-5 years of experience
Accountable for all SalesForce related projects beginning from creating CRM roadmap for new clients to rollouts and sign off.
- Serve as the CRM SME.
- Involved in pre-sales to help clients to visualize the future CRM solution and company sales to close the deal.
- Design the CRM roadmaps as a part of the Project plan.
- Collaborate with stakeholders to ensure a comprehensive set of requirements aligned to business objectives, gaining full understanding of current business processes.
- Translate business requirements and business processes into a system design for the CRM and ERM solutions.
- Lead all functional and technical aspects of new implementations and integrations – accountable for all activities of SDLC, functional configuration, design, development and deliverables.
- Perform existing business process analysis to identify gaps and loops. Measure effectiveness of change. Prepare the change plan and manage the execution.
- Work with customer’s staff to implement CRM solutions. Prepare and conduct training sessions for SalesForce.com users.
- Prepared and conducted administrators training. Serve as a knowledge hub for CRM and ERM solutions administrators.
- Performed Salesforce Administration for the company on daily basis.
0-5 years of experience
- Managed large-scale ERP (Epicor) and CRM (Pivotol, Clientele) implementations and custom integration projects.
- Consulted with clients to recommend and design configurations for ERP systems (financial and distribution modules) and CRM systems; assisted with software configuration, data conversion, report development (financials + operational), deployment coordination, training, and post-implementation support.
- Project Manager and lead business analyst for designing and implementing an enterprise SQL solution for City Center Parking to integrate the Parking, Validation and Property Management systems.
- Performed business and technical requirements analysis; performed detailed design for stand-alone and integrated software applications, including process design, user interface design and prototyping, and database modeling.
- Project Manager/Business Analyst for an international training company to provide long term technical requirements analysis.
- Project Manager/Lead Analyst for custom .net applications and integrations for a local manufacturing company.
- Project Manager and lead business analyst for numerous Epicor ERP and CRM implementations and upgrades for a variety of customers. All implementations and upgrades included the design of customizations to complete the solutions.
0-5 years of experience
Worked on finance reengineering process.
- Worked on PeopleSoft HR implementation.
- Responsible for Integration Broker for PeopleSoft.
- Develop SQL queries for Reporting purpose.
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CRM Business Analyst
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
