Tiffany Lardge
Creve Coeur,MO
Summary
Extensive experience and profound knowledge in Salesforce business analysis, admin and software implementation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Application Specialist
IRCA Group
07.2024 - Current
- Salesforce cloud and CPQ admin for a global food company
- Support over 1000 sales,R&D and commercialization employees
- Oversee new software release and enhancement in partnership with sales, R&D and commercialization management.
- Conduct regular reviews of vendor solutions, assessing impacts and documenting benefits to maximize impact of sales, R&D and commercialization support teams.
- Repair all Salesforce case requests as a system administrator, conducting thorough assessments, anticipating impacts and identifying solutions.
- Performed user acceptance testing and conducted post-launch assessments on implemented improvements.
- Produced reports and dashboards in all cloud systems and client relationship management (CRM) database
- Handle all requests in sales cloud ex: adding roles,new users, building help modules. Dash boards ,reports,deactivating users, building pick list etc
- Train new hires on sales cloud ,CPQ and OPTIVA
- Advised on improvements to sales operations through gap analysis on CRM data and documentation of findings.
Senior Salesforce CRM, Tools & Apps Analyst / PO
Charter Spectrum
06.2022 - 02.2024
- Oversaw new software implementation, release and enhancement in partnership with sales, marketing and sales operations management.
- Foster software improvement by gathering and translating business requirements into functional and technical requirements.
- Partner with IT to design and execute best-case application configuration and design.
- Drive risk mitigation by reviewing and approving project documents, ensuring inclusion of functional and non-functional requirements, functional design documents, data flows and diagrams, test plans and process documents.
- Conduct regular reviews of vendor solutions, assessing impacts and documenting benefits to maximize impact of sales, marketing and sales support teams.
- Assist in responses to Salesforce case requests as a system administrator, conducting thorough assessments, anticipating impacts and identifying solutions.
- Performed user acceptance testing and conducted post-launch assessments on implemented improvements.
- Produced reports in client relationship management (CRM) database and other systems and tools for senior leadership to leverage.
- Dexterously handled multiple concurrent projects, serving as a project leader as needed and coordinating all stakeholder communication.
- Continually realized targeted department performance metrics by supporting team in daily project management and through expert maintenance of internal web page permissions and content.
- Spearheaded efficiency improvements and grew revenue via recommendations based on data and RCA process reviews.
- Advised on improvements to sales operations through gap analysis on CRM data and documentation of findings.
Senior Technology Business Systems Consultant
Collabera/Wells Fargo
06.2020 - 06.2022
- Oversaw world-class team in planning and implementation of new Salesforce Financial cloud.
- Conducted ongoing, in-depth gap analysis of existing tools and advised on cost-effective replacements.
- Facilitated data conversion from previous software via tools such as SQL, import wizard and data loader.
- Delivered key contributions to design of new applications and modification of existing applications.
- Liaised and served as technical resource with management, staff and information systems department, including support in standards definition and communication.
- Interfaced extensively with business lines, stakeholders and vendors to gather and document technical requirements.
- Drafted user stories and delivered updates and Dev points at biweekly sprints.
- Performed analysis of system software defects for internal customers.
- Administered Salesforce marketing and financial clouds.
- Facilitated thorough compliance reviews of all documentation and requests.
- Successfully pitched financial cloud following failure of in-house software.
- Delivered integral contributions to special task forces for identifying and responding to user needs.
- Pursued ongoing Salesforce training to progress toward Admin certification.
Salesforce Business OPS Analyst
US Bank
04.2019 - 02.2020
- Formulated proposals for new systems and information needs by analyzing existing systems (such as Salesforce.com and lead management systems) and procedures and defining recommended technical and procedural improvements.
- Performed in-depth analysis of costs of existing operations and estimate cost savings by implementing proposed changes; presented recommendations based on analysis.
- Contributed to modification of existing applications and development of new applications.
- Functioned as liaison and technical resource between management, staff and information systems department, defining and communicating standards in areas such as operational policy, plans, customer service, and financial/performance reporting.
- Coordinated maintenance and troubleshooting of systems for monitoring and tracking projects, plans, and data; report to management on systems status.
- Interacted with business lines and vendors to gather and document technical requirements.
- Wrote user stories and presented details and Dev points at monthly sprints.
- Diagnosed system software defects for internal customers.
- Developed test plans, and conducted tests of new systems and modifications to existing systems.
- Worked with business lines, stakeholders and vendors to gather requirements for implementing new improvements.
- Designed communication tools to maintain a consistently high level of awareness of policies, plans, procedures, and study/project results.
- Continually maintained in-depth knowledge of information needs of assigned business units and pursue business, managerial and technical skills necessary to support those needs.
Business Data Analyst
Spectrum
01.2018 - 03.2019
- Performed data compilation and analysis of customer experience across all call centers through targeted call listening.
- Executed daily scrum stand-ups, sprint plannings, reviews and retrospectives.
- Served as scrum coach / trainer for department.
- Delivered critical support to various small projects, and to segments of larger projects supporting initiatives of overall Quality program.
- Provided recommendations on process enhancements / development and technology improvement.
- Validated speech queries in support of auto quality program that utilizes speech technology to auto-score objective call criteria in customer experience, operational effectiveness and compliance business objective areas.
- Reported regularly to stakeholders and senior leadership on project progress.
- Successfully validated and certified over 300 queries; implemented agile and scrum; trained several people on scrum methodology and the query validation process; led rollout of two processes that have since been integrated into the overall workflow.
- Served as an agile coach, introducing scrum artifacts and events to streamline time management, and performing CIP process analysis through waterfall and scrum project management.
- Successfully implemented scrum in March, 2018.
- Developed 2019 scrum roadmap for all projects including 4 new lines of business and 88 business studies and quick insights.
- Planned and coordinated several new training sessions, including training leadership to be stakeholders and product owners, and project / program managers to be scrum coaches for their projects.
- Integral in assembling scrum teams for each product line.
- Leveraged exceptional talent for closely analyzing patterns and trends in speech to provide insights and actionable recommendations through Quality case studies in customer experience, risk management, operational efficiency, and coaching routines.
- Delivered integral support in development and updating of key policies and procedures; compiled all training materials for new hires on analysis process and scrum.
- Tracked all agile software and projects for inspection including removing any roadblocks.
Education
Associate of Liberal Arts Courses - Concentration in Marketing and Public Relations
Ball State University
Muncie, INSkills
- Salesforce Project / Program Management
- Process Engineering / Redesign
- Software implementation for Sales cloud,Financial cloud and Marketing cloud
- Requirement Analysis / Validation
- Scrum & Agile Methodologies / Trainer
- Requirement gathering
- Team lead scrum teams
- Salesforce admin certification(expired in 2023)
- Salesforce BA certification(expired in 2023)
- Salesforce Data Analysis, Testing & Verification
- Quality Assurance & Business Analysis
- Business Process Automation
- Root Cause Analysis (RCA)
- Walk me certified
- Data mapping
- Tableau
- Salesforce CPQ
- OPTIVA admin PLM
- Configuration for Salesforce classic,Einstein and lightning
- Platforms: Windows, Mac OS
- Software: Verint Impact 360, NICE Nexidia Analytics, Quality Central, ETS, Oracle, Workforce, Angus, Avaya, SmartSheet, Jira, Chalk, Google Docs, Call Miner / Eureka Speech Analytics, Tableau, Lync, Version 1, MS Office (MS Project, Word, Excel), MS Visio, Skype, Power Bi, Salesforce Classic, Einstein and Lighting, Velocify, Volly, TFS, Net O, TIBCO, Informatica, ACT!
- Methodologies: Scrum, Iterative Agile, Lean
Websites
Certification
- Professional Scrum Master I (PSM I) Practice Assessment
- Agile Project Management 101
- Mastering Agile Scrum Project Management
- Agile vs. Waterfall Methodology
- Jira Certification
- 19000 Hours of Trailhead Salesforce Lighting and 40 Patches
- Training
- Professional Scrum Master (PSM) 1 (certification upcoming)
Accomplishments
Core Competencies:
Agile Project / Program Management
Process Engineering / Redesign
Requirement Analysis / Validation
Customer Relationship Management
Scrum & Agile Methodologies / Trainer
Salesforce Data Analysis, Testing & Verification
Quality Assurance & Business Analysis
Business Process Automation
Root Cause Analysis (RCA)
Small & Large Group Training
Salesforce Admin skills IE: modules,security,roles and reporting
Salesforce business analyst skills
Salesforce Classic,Einstein and Lighting Cloud
Affiliations
- Project Management Institute (PMI)
- Scrum.org
Timeline
Senior Application Specialist
IRCA Group
07.2024 - Current
Senior Salesforce CRM, Tools & Apps Analyst / PO
Charter Spectrum
06.2022 - 02.2024
Senior Technology Business Systems Consultant
Collabera/Wells Fargo
06.2020 - 06.2022
Salesforce Business OPS Analyst
US Bank
04.2019 - 02.2020
Business Data Analyst
Spectrum
01.2018 - 03.2019
Associate of Liberal Arts Courses - Concentration in Marketing and Public Relations
Ball State University