A self-motivated, analytical individual with four years of commercial consulting experience. Proven track record in providing successful business solutions across a number of industries. Experienced in adapting Customer Relationship Management (CRM) business solutions to suit dynamic business requirements. Possess strong problem solving skills with the ability to deliver full cycle projects within their deadlines. Key attributes include exceptional interpersonal skills with the ability to communicate with stakeholders of all levels.
Identifying and analysing business and functional requirements for dynamic CRM solutions Functional and technical analysis- Delivered requirements to an adequate level to offshore developers. Managing an offshore development /support team in India & Lithuania Designing solutions based on the Microsoft Dynamics CRM platform (2013/2015) Understanding and modelling business processes Extraction and analysis of key performance indicators for performance management Assisting clients in managing change as a result of delivering new business solutions Delivering client training in Microsoft Dynamics CRM Driving business within the CRM Practice through pre-sales activities Developed SSRS (SQL) Reports for CRM Sample of Projects undertaken: Brown Shipley: Wealth Solution – On boarding Suitability / Intermediaries - MSCRM 2013 (Business Analyst/Development/Testing/Sales) Responsibilities included: Delivery of a global CRM solution spanning 2 countries and 1000 Relationship Managers, designed to standardise and support the Customer On-Boarding process for Commercial Banking. Business Analyst for the project working alongside in-house business analysts, senior stakeholders and global heads. Responsible for re-engineering Customer On-Boarding and other key processes to be implemented. Working within a team to design the CRM solution using the Dynamics CRM 2013 platform. Held workshops and created storyboards with senior stakeholders to define and agree the solution navigation and structure. Validated and verified test packs, tracked defects and managed remediation testing. James Hambro: Wealth solution – On-boarding - MSCRM 2013 (Functional Consultant / Business Analyst / Developer) Responsibilities included: Worked closely with the stakeholders to manage capturing the business and functional requirements. Documented business requirements, system flows, and data mappings, that had been gathered during a design specification Customised and Configure CRM 2013 to achieve the requirements that where provided by stakeholders. Worked with management to prioritise and manage current projects in order to comply with deadlines. Octopus: Wealth / Marketing Solution - Click Dimensions - MSCRM 2013 (Functional Consultant / Business Analyst) Responsibilities included: Held workshops with stakeholders to gather project requirements and capture process flows. Responsible for documenting requirements in a Business requirements document. Building and documenting proof of concept for requirements Wealth Dynamix Core: Wealth Solution – Client on-boarding – MSCRM 2013/SharePoint (Support/Maintenance) Responsibilities included: Responsible for documenting progress of project and reporting back to stakeholders. Performed a gap analysis of the current system versus the new WDX core solution. Customised WDX solution to tailor to stakeholders’ business requirements.
Identified and analysed business and functional requirements for CRM Development 2011 solutions Facilitated communication between stakeholders and offshore developers Worked with developers to convert business requirements to functional changes Created and updated design documentation for project work Created test packs and managed front to back testing with clients offsite Sample of Projects undertaken: Bank of Ireland: Retail Banking Solution (Business Analyst / Testing) Responsibilities included: Testing lead and responsible for putting together an extensive test pack. Ran weekly project meetings to provide key updates to business stakeholders. Monitored and control SharePoint CRM integration. NS&I: Internal CRM 2011 System (Functional Consultant / Business Analyst / Developer) Responsibilities included: Responsible for requirements gathering, defining system flows, writing a test pack and provided system specifications to developers. Customised and configured CRM 2011 to deliver a solution to cater for business requirement Created training documents for admin users and delivered training to the stakeholders. Citi: CRM for Citi Commercial Bank (Configuration / Testing) Responsibilities included: Delivered a global CRM solution spanning 22 countries and 4500 Relationship managers. Designed a standardised platform and supported the customer on-boarding process for commercial banking. Worked closely with the development team to configure and test the CRM solution using the Dynamics CRM 2011 platform. Held daily scrum meetings with stakeholder’s global team.
Receiving & processing all incoming payments; Wire transfers, cheques, bank drafts. Also handling all Cashier related enquiries from clients either in person, by phone, email or written correspondence. Responsibilities included: Identified and generated potential business leads to work towards achieving targets. Provided excellent customer service to customers. Managed the daily cash and cheque handling, including foreign payments. Responsible for ensuring individual’s tills were balanced at the end of the day. Worked effectively as part of a team to assist customers with their retail banking.
Led workshops with business stakeholders to gather project specifications. Wrote test scripts and oversaw testing lifecycle from unit testing through to UAT support. Demonstrated new system platform to clients and provided training to transfer knowledge and solicit feedback for the new CRM platform. Sample of Project undertaken: Beazley: Global CRM Project (customisation/configuration) Responsibilities included: Liaised with senior colleagues and stakeholders to thoroughly understand requirements Worked in a team to upgrade all system configuration from CRM 4.0 to CRM 2011 Customised work flows in CRM 2011, to tailor to the initial client’s project specifications