Consultant, CRM Business Analysis
Avanade Australia Pty Ltd
Total years of experience :16 years, 1 Months
As a CRM implementation and enhancement consultant, I was responsible for analysing and translating client business needs into functional CRM solutions that empower businesses to excel in customer relationship management. This encompassed various critical aspects of the project lifecycle, ensuring seamless implementation and continuous enhancement of CRM systems.
Key Responsibilities:
• Conducted requirements gathering sessions, refining client business needs and translating them into functional specifications for CRM system implementation or enhancements.
• Produced functional solution specification and worked closely with technical leads and developers to ensure technical solutions met client requirements.
• Conducted workshops and reviewed sessions with stakeholders to elicit and validate business requirements, maintaining clear communication throughout the project lifecycles.
• Developed comprehensive user stories, product backlog items and test cases and wrote a manual for end users.
Key Achievements:
• Successfully implemented D365 Sales solution for a leading aged care provider and D365 marketing solution for a client in the petroleum industry.
• Configured and customized Dynamics 365 Marketing, including user roles, forms, entities, workflows, and email marketing campaigns, aligning with client goals.
As a Business Analyst for Afterpay eService platform my role was to analyse and document requirements for the continuous development of the platform, planning and assisting retailer migration from legacy systems to new platforms, and designing performance monitoring dashboards.
Key Responsibilities:
• Conducted requirements gathering workshops and review sessions with stakeholders.
• Liaised with product managers, suppliers, vendors, solution architects and network delivery teams across various project phases (project inception to deployment).
• Worked closely with all the team involved for efficient and effective delivery of the solution.
• Delivered reports and insights to facilitate a data-driven approach to organisation wide decision making.
• Facilitated retailer and data migration of legacy systems to new eServices platform. Tested post migration steps to ensure successful transition.
• Designed dashboards to monitor system availability and performance.
Key Achievements:
• Developed a new internal process to create an internal knowledge base to enable standard procedure documentation; this allowed for faster delivery of commonly produced applications.
• Managed the development of Parcelmate Solution project for 7-Eleven Australia.
• Successfully boarded a new Telco company OVO to major client 7-Eleven and other Australia-wide clients into the product management system.
Afterpay eServices platform delivered product and service to major retailers, news agents and transport companies. As a platform admin my role was to manage, monitor and support platform related activity to clients, users and retailers.
Key Responsibilities:
• Continuous system optimisation, increasing value and engagement with clients whilst managing AfterpayTouch eServices platform.
• Conducted core functionality and platform delivery, established new Retailer Environment including adding retailer, stores, devices, products, creating or changing vouchers, creating and updating POS menus
• Optimised Product Management such as PIN encryption, inventory, commissions and refunds
• Oversaw supplier relationships, product risk and fraud, new / existing voucher product design, product catalogue and sales activity reporting.
Key Achievements:
• Progressed retailers from the legacy platform to ESP platform, ensuring a smooth transition with minimal impact to stores.
• Nominated and awarded twice in Afterpay “Spin the wheel” award program for extraordinary support and performance.
Key Responsibilities:
• Provided 24x7 IT Service support via email and calls within a strong fast-paced environment using the ITIL framework to various merchant, retailer and government clients.
• Produced exceptional IT Service is provided in a quick turnaround effective manner to POS vendors, banking clients, retailers and merchants using the product platform.
Key Achievements:
• Adequately gathered all customer and merchant feedback to program management to identify the key improvements necessary to increase service levels of customers.
• Provided 24x7 IT Service support via email and calls.
• Mail, File, Print and backup server administration. Maintain and transfer files & reports of various departments to Disaster Recovery (DR) side.
• User administration, profile and automated teller machine (ATM) management.
• Roll out banking software changes and educate the relevant staff members at regional offices.
• IT infrastructure projects.
• Provided 24x7 IT Service support via email and calls
• Mail, File and Print server administration.
• Roll out sales and distribution software changes and educate the relevant staff members at Novartis regional sales centres.
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