Business Analyst Product Owner

Professional Summary

Dynamic and results-driven Salesforce Service Cloud professional with extensive experience in healthcare and service sectors, excelling as a Sr. Product Owner or Sr. Business Analyst. Proven track record in driving business and digital transformations through Service Cloud and Field Service Lightning expertise. Skilled in delivering transformative business solutions focused on operational efficiency and enhancing user experience. Adept at fostering team collaboration and agile methodologies, while managing best practices on the Salesforce.com platform and establishing operational support structures. Passionate about driving impactful implementations and ensuring successful end-user adoption of Salesforce Service Cloud and FSL solutions.

Skills

Salesforce Expertise: Service Cloud, Field Service Lightning, Omni-Channel Configuration, Omni-Studio, Salesforce Declarative Tools, Tableau CRM, Sales Cloud and CPQ

Business & Technical Skills: Business Analysis, Business Process Mapping (BPMN), Requirements Gathering, Data Management/Migrations, Acceptance Criteria Definition, Epic/User Story

Agile & Leadership: Agile Methodologies, Stakeholder Management, Change Management, Team Leadership, Product Backlog Management, ITIL Framework

Tools & Software: Jira, Slack, Smartsheet, Office 365 (Projects, Excel, PowerPoint), CRM and ERP

Languages: English/Spanish

Relevant Experience

Sr. Salesforce Business Analyst • United Site Services, Inc

05/20/2024-08/28/2024 (due to unexpected layoffs)

Spearheaded requirements gathering sessions with the business stakeholders focusing on business process automation around support case routing to different regional support agents based on agents’ skills, account attributes, and case priority levels.

Conducted weekly meetings to review and present comprehensive POC’s and demonstrated the solutions before committing to development

Designed Business Process Maps to document current and future states before committing to Service Cloud and Field Service Lightning development

Participated in IT/Business meetings and showcased developed solutions

Conducted research and shared findings on Omni-Channel case routing, presenting options based on best practices for the business owners to provide feedback and approval

Conducted Unit and Pre-UAT testing for all new solutions to ensure all requirements were satisfied.

Guided the QA team during testing (to ensure all use cases and scenarios were covered) before deployment to Stage/UAT sandbox, always centered on the ITIL Framework.

Trained fellow Business Analysts on ITIL best practices and BA tools such as BPMN

Sr. Salesforce Technical Product Owner • Forcepoint, LLC

11/2022 - 02/2024

Spearheaded initiatives to stabilize the Salesforce Lead-to-Cash environment, particularly focusing on Salesforce CPQ applications and business processes.

Addressed over 1,000 critical incidents impacting Quote-to-Cash, Contract Lifecycle Management, and Revenue Cycle Operations, prioritizing issues based on high-impact business value.

Led multiple projects targeting Data Cleanup via Data Migration (ETL) and redesigned Business Process Rules, which resulted in resolving 87% of the product backlog.

Collaborated closely with business stakeholders and developers to deliver solutions enhancing user experience and accelerating Lead-to-Cash cycles that resulted in increased sales and improved Contract Renewal Management.

Maintained and groomed the product backlog towards delivering Salesforce CRM enhancements, automation capabilities and bug fixes through close team collaboration with developers and business owners.

Strong focus on delivering incremental value by following agile development best practices.

Oversaw the redesign and development of Flows, Validation Rules, Product and Pricing Rules to ensure all business process workflows and automation solutions met Acceptance Criteria and were in full legal and regulatory compliance.

Led and Conducted UAT and Demo Sessions with Business Stakeholders prior to deployment.

Worked closely with cross-functional teams, product owners and Scrum Master to ensure all technical documentation was approved and published for management and end-users.

Salesforce Product Owner/Sr.Business Analyst • CriticalRiver, Inc.

04/2021 - 10/2022

40hrs/week

Client: Visby Medical Device -Life Sciences Manufacturer- 11/2021 to 09/2022

Acted as Business Analyst and Salesforce Lead (Managed Services Engagement).

Responsibilities included supporting the business operations around Sales Cloud with CPQ, and configuring Manufacturing Cloud with Order Management.

Implemented automated processes using Salesforce declarative tools (Flows, Lightning App Builder, Data Validation Rules). These were critical to streamlining quoting and order fulfillment processes.

Generated detailed forecasts for accounts using Advanced Account Forecasting, which eventually led to improved predictability of ongoing business and tracked customer agreements with Sales Agreements (Run-rate vs New).

Client: A3 Smart Home Security- 04/2021 to 12/2021

Led Salesforce Service Cloud, and Field Service Lightning implementations.

Implemented smart routing and mobile inventory management, improving first-time Work Order completion by 77% and achieving an 62% upsell rate on first installation visits.

Improved service SLAs and customer satisfaction by 42%, with an increased time to schedule success rate by 36%.

Oversaw the onboarding of FSL mobile to over 100 technicians and 13 regional partners,

Led cross-functional teams implementing mobile workforce management, optimizing workflows and driving revenue growth.

Gathered and translated business requirements into technical specifications for custom Salesforce solutions to meet specific needs around Work Order Management, Asset Management, and Resource Scheduling.

Created user stories, prioritized backlog, and facilitated sprint planning for continuous system improvements.

Conducted super user training sessions and provided ongoing support for Salesforce end-users.

Gathered and documented business requirements for Salesforce system integrations and APIs.

Collaborated with stakeholders to prioritize and manage Salesforce backlog items for sprint planning.

Business Architect and Salesforce Product Owner • System Soft Technologies

09/2018 - 04/2021

Played a pivotal role as Business Architect and Product Owner in a large-scale Salesforce Sales Cloud and NetSuite ERP business transformation project for over 57 New Horizons Learning Centers franchises.

Achieved faster student enrollments and course delivery by automating CRM processes, enhancing revenue recognition for franchise owners by an average 40%.

Led the implementation of Salesforce Government Cloud for a local government agency, resulting in significant improvements in customer service metrics, centered on the ITIL framework and delivery.

Sr. Project Manager and Consultant • Healthcare IT Implementations

07/1998 - 09/2018

ERP (AP/AR/GL, Cost Accounting, and Supply Chain/Materials Management

EHR/EMR (Epic, Cerner, Allscripts, Systoc Occupational Health EHR)

Certifications

Salesforce: Business Analyst, Sales Cloud, Service Cloud, Field Service Lightning, CPQ Specialist, Administrator, Advanced Administrator, Data Architect, Marketing Administrator, Salesforce Health Cloud

Scrum.org: Professional Scrum Product Owner (PSPO-I)

Project Management Institute: Project Management Professional (PMP) (renewing 12/24)

Six Sigma Black Belt

CPHIMS (Certified Professional in Health Infor and Management Systems)

Education

Master of Business Administration-Accounting, Saint Leo University, Saint Leo, FL (March 2011)

Bachelor of Business Administration-Accounting and Marketing, InterAmerican University, San Juan, PR (May 1996)

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