Salesforce

Senior Manager, Business Strategy

Customer Success Group | Professional Services | Delivery Services | Business Strategy | Business Process Excellence

Our team guides Salesforce customer business/digital modernization journeys leveraging an optimized lean approach to rapid transformation based on Industry and Salesforce best practices that result in these business outcomes:

- A co-created vision and roadmap for a reimagined way to work in Salesforce that leverages Salesforce best practices to create an efficient, optimized, and scalable experience.

- Upstream alignment amongst Business, IT, and user needs so that downstream build velocity goes up, risk goes down, and business value is achieved faster.

- Streamlined productivity and meaningful value for end-users in their day-to-day activities based upon best practices, user input, and a world-class process methodology.

#BPM #LeanSixSigma #ProcessOptimization #ProcessHarmonization #BusinessCapabilities #BusinessArchitecture #BusinessProcessArchitecture #BusinessRules #BPMN2.0 #ProcessModeling #ProcessMining

Senior Manager, Business Process Excellence

Customer Success Group | Professional Services | Assurance Services

The mission of Salesforce Success Cloud Business Transformation is to accelerate our customer's success through digital business transformation and put innovation at the heart of their business. We leverage the Customer Success Platform and cutting edge technology, innovation, strategy and design skills to accelerate our customers' transformation into world-class digital business.

Responsibilities:
	Deliver business value through enabling fast, iterative & cost effective Salesforce solutions to transform the way the customer engages with their customers, employees and partners. 
	Challenge the status quo by providing innovative vision, governance and strategy, and driving actionable solutions and roadmaps.
	Partner with a customer to connect their strategic direction to their strategic plan, establish business priorities roadmap, establish technology capabilities roadmap, connected to business priorities.
	Map the customer's business goals to the Salesforce ecosystem and deliver a plan for alignment across customer, Salesforce and partners.
	Deliver a cultural change management and an adoption roadmap.
	Recommend strategies to simplify and optimize business processes.
	Align the business & IT disciplines to industrialize the best ideas with new operating models and governance strategies. 
	Shift people's mindsets and behaviors across the enterprise to help achieve the customer's business transformation vision. 
	Identify new opportunities to increase impact of the engagement, drive business and customer value, and gain competitive advantage in the market. 
	Drive experience-led decision making by employing user-centered design to quickly create solutions illustrating a future state.

Senior Principal Business Architect

Silverline

Silverline is a Salesforce Platinum Cloud Alliance Partner headquartered in New York City with consultants throughout North America. They focus exclusively on the end-to-end deployment of salesforce.com products and powerful third-party apps.

Sr. Solution Architect for large clients in Life Sciences and Healthcare designing the functional solution and data model while guiding the functional team of Solution Architects and Business Analysts. A trusted advisor to client executive, business, and technical stakeholders evangelizing the vision and roadmap, and collaborating with the internal consulting team of technical, functional, and QA resources.

Sales Cloud, Service Cloud, Health Cloud, Omnichannel, Chat, Messaging, CTI, Reports/Dashboards. Marketing Cloud integration, Data and UI Integrations.

Salesforce Sr. Solution Architect

EMS Consulting

Salesforce Silver Partner headquartered in Tampa, Florida.

Designed and built multiple implementations in the real estate, mortgage lender, and distribution industries. Sales Cloud, Service Cloud, Omnichannel, Live Agent, CTI, Reports/Dashboards, Data Integration.

Sr. Salesforce Consultant

Cox Automotive Inc.

Enterprise Platforms | Marketing, Sales, Service and Analytics

Engaged as the Salesforce Analytics Lead within a global enterprise's Salesforce Center of Excellence supporting 30+ organizations, 20+ orgs, and over 15K users.

•  Responsibilities comprise the following roles: Salesforce Administrator, Community Manager, Platform App Builder, Reporting & Dashboards, and Einstein Analytics (Wave) subject matter expert/ solutions architect and delivery resource.

•  Additional responsibilities include designing CoE support strategy, governance, best practices, and engagement processes, and design and implementation of the Salesforce Ecosystem reporting.

•  Organize and execute the annual Cox Automotive Salesforce Summit, the largest event of it's kind among Salesforce Premiere+ customers.

•  Innovated a solution design for stream-lining internal Salesforce Platform License Management with process automation in SFDC at the enterprise level and as a managed package in all orgs which was accepted and implemented.

Salesforce Einstein Analytics Lead | Cox Automotive Technology

Enterprise Platforms | Marketing, Sales & Service - Salesforce.com

Responsible for generating and vetting feature ideas, eliciting business and market needs, communicating specifications, guiding development, launching products in the market, and supporting the product after launch.

•  Lead the design/feature prioritization of a new enterprise Salesforce org to support cross-business unit sales strategy and Loyalty/Rewards programs including complex integrations for customer, product and financial data.

Salesforce Product Owner | Cox Automotive Technology

Charged with building out the first BPI team for the GlobalView division of ADP providing payroll and HR services for multi-national clients on one SAP platform. Worked virtually with business and IT SME’s in 42 countries. Developed dashboards, engagement model, communication plan, project methodology, and program roadmap.

•  Led improvement projects for Application Support transformation and Problem/Root Cause Analysis process

•  Created and facilitated client-facing Rapid Improvement Workshops for IKEA worldwide

•  Developed a global service delivery transformation strategy and design for Payroll Operations leveraging Savvion BPMS integrated to SAP for payroll process standardization across 42 countries.

Business Transformation Manager - GlobalView

OnKue ByDesign, LLC

Independent Contractor:

•  Manheim Technology/Sr. Business Analyst

•  AXIS Insurance/Lead Business Analyst

•  AXIS Insurance/Process Improvement and Transformation Lead

•  Manheim Technology/Sr. Technology Process Consultant

•  AXIS Insurance/Business Architect and Transformation Lead

•  AXIS Insurance/Business Modeler - Global Data Group

Business Process Professional/Business Architect & Technologist

SEI-Atlanta, LLC

•  Business Architect and Analyst Role: Current-state business process analysis and future-state end-to-end process design. Designed and created conceptual business, system and functional models by level and phase. Wrote/diagrammed artifacts/models, requirements and design documents to support the agile SDLC methodology for a large subsidiary of a $1B utilities contractor company enterprise IT systems rewrite project. Work products communicated design, scope, complexity, and business system interaction and integration design at Senior Executive and IT levels.

•  Business Rules Project—Billing/Claims: Business Rules extraction and technical translation project organizing, normalizing and documenting complex contract billing and claims rules for implementation.

•  Business Process Management (BPM) Software Projects: Software RFI/RFP and vendor selection for BPMS with implementation. BPM projects included MS Dynamics ERP and SharePoint integration, claims, and operations process automation — Ultimus BPM v8.0.

•  Business Requirements Project: Business Requirements Specifications and project artifacts for $1B utilities contractor holding company to support IT deployment of new ERP system through 25 subsidiaries – document use cases, requirements, rules, document capture and management and BPM. Software RFI/RFP and vendor selection for BPMS and subsequent ERP integration implementation projects.

•  Business Process Discovery Project: Completed a full BPM architecture model for one large subsidiary of a $1B utilities contracting company to support deployment of a new ERP system; 88 documents, 155 diagrams/models in 3 months – process models, systems activity and interaction, data flows.

•  Business Systems Discovery Project: Documented and diagramed current state systems interaction, messaging and data flow for a vehicle auction service including national physical auction sites, online auctions, and all interactions with 3rd party suppliers, partners and customers.

Senior Business Process Consultant

The Home Depot

Charged with enterprise-wide growth and renewal business process analysis project work for ECM and Portal technologies supporting Documentum and Stellent BPM. Produced deliverables such as business cases, project charters, business process modeling, workflow/activity diagrams, current/future state, and business requirement specs within SDLC framework. Engage, lead and maintain business relationships on large complex projects from front-line to Executive. Responsible for mentoring BA’s while ensuring scope, requirements and documentation integrity throughout the project lifecycle. 

•  Lead BA on high profile Customer Care project integrating Documentum to existing CRM system handling customer complaints to executive management. Process re-engineering discovery and introduction of new technology led to a reduction of CRM workflow by 45%.

•  Worked with department support management to re-engineer and document all technical support/help desk workflow and processes to transition to offshore vendor and internal helpdesk.

Lead Business Analyst, Enterprise Content Management & Portals Department

NBIS

Lead Process Analyst (Operations Role) responsible for leading Lean Six Sigma, process design and optimization projects. Focused on improving workflow efficiency in cross-functional processes including underwriting, quote, policy administration and claims. 

•  Slashed workflow steps by 35% in insurance application submission processing cycle, increasing overall underwriting quote throughput and efficiency over 20%.

Lead Business Analyst (IT Role) on iterative Rapid Application Development - RAD project to automate operations of a specialty P&C insurance company providing General Liability products. Full SDLC, web-based .NET project. Worked with the CFO and finance team as the lead analyst on concurrent Microsoft Great Plains project.
 
•  Produced work products from requirements elicitation: workflow analysis, business process modeling, use cases, software requirements; use case, sequence, activity, state diagrams using UML compliant modeling tools.

Director Business Process & Lead IT Business Analyst

Syscom Technologies

Charged with establishing, building and managing an Enterprise Content Management - ECM practice in a VAR organization. Functioned as the internal subject matter expert on ECM, Microsoft SharePoint and CRM offerings.
 
•  Responsible for identifying, cultivating and developing up to $1M worth of software license and professional services projects for ECM solutions within 6 months for imaging, BPM, and collaboration technologies.
  
•  Facilitated design and usability sessions with technical lead, collaborated with vendor SME’s and functioned as Lead Sr. Business Analyst on ECM client projects, a billable role.

Sr. Business Analyst & Enterprise Content Management Practice Manager

Carolyn is a certified Salesforce professional with over 35 years of experience within complex enterprise business application development teams in a variety of both technical and functional roles, on many different platforms supporting a variety of industries.

She's a seasoned, innovative and well-rounded IT professional, certified Six Sigma Master (Black Belt + Lean), and a Business Process Management evangelist with expertise in LEAN thinking and low code/no code process-enabling technology platforms like BPMS and Salesforce.com.

- Over 20 years of experience in global, multi-year Business Transformation initiatives with expertise in business architecture and business process optimization, and delivering enabling technology solutions

- Over 9 years of experience in the Salesforce ecosystem as a customer (Product Owner, Delivery Team member, CoE Lead), partner (Consultant, Solutions Architect), and Salesforce employee (CSG Advisory Services Business Architect) with 11 Salesforce certifications.

Non-Salesforce certifications include Six Sigma, Lean, BPM, BPMN, ITIL, SCRUM, NPS, CIOP, etc.

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