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charmae
charmaeduncan@gmail.com
908-397-8181
Atl, GA 30346
24 years experience W2
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Summary

Product Owner, serve as a liaison between business stakeholders, technology and support teams to facilitate product development. Directly interface with engineering, QA and operations experts to represent the voice of the customer/user supporting product software development. Collaborate with end-users, stakeholders to identify, the most pressing problems and provide intuitive user and customer focused solutions. Provide leadership and business expertise in building solutions in the areas of system integration, implementation, application design, interoperability, and compatibility across multiple platforms. Collaboratively operate across business areas and cross-functional teams to architect solutions that represent both business capabilities and future product roadmap. Core Competencies / Technical Skills

Experience
Information Technology
Dec 2018 - present
Atlanta, GA
Serve as the Salesforce technical expert with a focus on shared objects, user on-boarding, plus SFDC system maintenance and enhancement initiatives to improve processes and drive adoption
• Responsible for troubleshooting and resolving Salesforce-related support issues, and worked as part of the team dedicated to ensuring that we are maximizing efficiency and capitalizing on the full features and benefits of the platform based on the various business group needs
• Manage processes for integrations between Salesforce, multiple orgs and mission-critical implementations/integrations, and e-commerce platforms, other systems including software, and other Salesforce products
• Engage directly with internal stakeholders to understand their needs to administer and enhance the system accordingly. Serve as the "go to" for users, promote adoption, keep current on new releases and AppExchange solutions, provide training, and more
• Responsible for designing, building, and implementing new Salesforce procedures and best practices to optimize use and overall efficiency for our Salesforce program. Manage mission-critical implementations/integrations Partner with Inside/external Sales Operations, and Marketing teams to deliver sales and service strategies and plans for a digitally-enabled sales, channel, and customer service capabilities on Salesforce Cloud, Service Cloud, Marketing Cloud, Salesforce Communities and Salesforce.com platforms
• Collaborate with the Sr. Manager and other members of the product delivery team to drive product strategy, design, innovation and overall product direction
• Collaborate with Agile Engineering team, Scrum Masters to employ Agile methods, processes, tools which includes running successful product backlog refinement, sprint planning/review, product roadmap, product roadmap and release planning
• Actively participate in every ten (10) weeks iteration planning (IP), including the coordination of dependencies with stakeholders and other members of the Product & Technology engineering teams
• Define stories, refine requirements from business problems to detail user stories and acceptance criteria, that include technical requirements that meet the objectives of the features within the business backlog
• Review/demonstrate sprint related or general functionality with business stakeholders and external customers
• Collaborates with the team, Scrum Master and stakeholders to employ Agile methods, processes, tools and metrics to deliver value which includes ongoing product backlog refinement, product roadmap and release planning
• Drive innovation by translating thoughts and ideas into tangible product requirements in the form of features, epics and user stories
• Work closely with Software Engineers to ensure key architectural roadmap items are woven into the product backlog
• Serve as the customer proxy and is responsible for working with Product Management to ensure that the Team Backlog is aligned with the program priorities
• Fosters a customer centric culture and product mindset that inspires the team to invent on the customers behalf in a way that meets the needs of the business
• Continuously provides context for and communicates the vision and priorities to the development team and stakeholders
• Engage and collaborate with team to create and manage Agile artifacts (e.g., Product Roadmap, Backlog, Release Plan) and information needed for prioritization decision-making
• Apply work efforts that involve enterprise platform and multiple systems integration within scaled Agile (SAfe) organizations, as well as, epic-level efforts that coordinate distribution to and release across multiple scrum teams
• Manage, prioritize, and assess the impact of all work items such as new features, defects, etc., including providing the decision to create, fix or defer at the program level
• Review and accept, or decline, output of development to ensure specified acceptance criteria have been completed with a focus on product quality
• Translate business requirements into technical design and system requirements. Consistently manage stakeholder expectations. Ensure the right product is being built in the right order
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Sr. Business Analyst/Product Owner (AGILE) | CRM/SFDC Inventory Solutions Consultant
Banking/Financial
Dec 2018 - Dec 2018
Atlanta, GA
* Handle numerous projects/priorities using proven project management methodologies and sound development practices to ensure the quality delivery of enterprise solutions
• Manage the process of implementing improvements and new functionality in SFDC application Deliver support and solutions for bugs/fix issues using Agile defect process
• Manage the implementation of Salesforce solution for case management and issue management solution via Salesforce development for Client Care, Manheim Express Auction, Dealshield Assurance Inside Sales and Marketing business units
• Functional knowledge of Salesforce.com data structure and understanding of how to leverage the tool to meet complex business process workflows for Sales Ops (Inside & external teams), Marketing and Client Care business units
• Facilitate requirements gathering sessions through interviews, document analysis, site visits, business process descriptions and workshops for moderately complex requests, accurately capturing client needs
• Create requirements definition documentation and functional specifications to capture business needs using emerging understanding of business process workflow
• Collaborate closely with the cross-functional technical team on the translation of user stories, requirements, review test plans and scripts for completeness and accuracy
• Consult with internal business partners to understand business requirements, then lead configuration and implementation efforts to support business strategies and objectives
• Ensure management, stakeholders, and sponsors are informed and the vision is aligned with their wishes, as well as communicate the business benefit of the entire product
• Partner with internal Business teams/stakeholders to develop story mapping, sprint assignment/planning, backlog refinement and define business dependencies, as well as the prioritization of features in technology roadmap (s) for assigned solutions
• Manage the process of product implementation, enhancements and new functionality for Salesforce and Media application, trace progress of plans, identify and escalates deviations from requirements, as well as, research integration issues to provide solutions for bugs/fix issues via defect process
• IT delivery leader to ensure that all technology deliverables required by business stakeholders reach successful completion on schedule - design, development, user acceptance testing, environment implementation, business readiness, and 'go-live' production release
• Architect solutions and data mapping for a seamlessly flow of critical revenue and financial data from multiple downstream systems - ERP, AS400, ATLAS and Oracle database
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Business Analyst (AGILE) SFDC Product Development Consultant
Information Technology
Sep 2017 - Feb 2018
Atlanta, GA
* Collaborated hand-in-hand with the Product Manager on all enhancement requests associated with assigned product
• Provided requirements of user needs, program functions, and steps required to develop or modify API (Application Program Interface) and software applications in the following business areas: Reporting, Invoicing, credit card transactions, merchant on-boarding, and order entry
• Developed and prioritized user stories, requirements and acceptance criteria for Salesforce developers and QA-testers. Manage Agile Central backlog queue to ensure a successful and on-time delivery to business partners
• Provided input and feedback into the data road-map and overall integration of credit card transaction data, Configuration/Pricing/Quote (Salesforce CPQ) with Global Payment products
• Responsible for complex data solution including future release development and integration to support stakeholders in the United Kingdom, Canada and Asia Pacific regions
• Coordinated and supported Developers and QA teams for the Salesforce application and API (Application Processing Integration, and steps required to maintain, and modify existing Global Payments Merchant Operating Support System (MOSS) for integration of United Kingdom, Canada and Asia merchant customers to Salesforce platform
• Collaborated with off-shore Business Analyst, QA teams and the internal technical teams on moderately complex business systems and user needs for merchant credit card payment processing contracts from third parties/ISOs to Global Payments merchant order processing systems
• Developed an implementation Guide for the development of Global Payment Unified Boarding API Web Methods for the enrollment of merchants in the United Kingdom, Canada, and Asia Pacific to Global Payments credit card payment processing system
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Senior BI Analyst (AGILE) CRM/Salesforce Enterprise Services
Oct 2011 - Jul 2017
Atlanta, GA
* Developed business and functional requirements, and implemented behavioral consumer facing website, mobile, IOS and android business intelligence reporting activity through Micro-Strategy reports. Include funnel, customer segmentation, and feature usage, conversion to action, exit reports and landing page reports, ensuring timely and accurate fit-for-purpose delivery to key stakeholders
• Senior Business Intelligence Analyst on multiple mid-range and highly visible budgeted projects, identified user interface (UI) needs and enhancements for new development of iOS, Android and Mobile platforms on autotrader.com and kbb.com customer facing websites
• Led analyst on the design, development, modification and implementation of Java web API application software development to support Dealers and OEM (Original Equipment Manufacturers) customers' portal platform based web application
• Sr. Business Analyst responsible for product development life cycle (Waterfall) for the execution of a large budgeted Finance Auto Loan web application project. Assessed test approach, review test, made initial determinations of reportable issues and provide analysis and monitoring of loan portfolio to internal stakeholders and external Dealers/Dealerships
• Worked directly with Product Owners to deliver customer engagement raw data during 2015 and 2017 Super Bowl television advertisement campaign. Processed pipeline for multi-tenant ETL, high-volume and real-time system collection of raw data from autotrader.com and kbb.com using Hive, Impala and Hadoop platforms and CNTRL-M scheduler in a collaborative and Agile environment
• Ability to create user stories, process flows and wireframes in order to clearly communicate a set of functional requirements and to create system interface documentation for services, messaging or file integrations with other applications
• Facilitated design studio sessions with designers and members of the development team, and contributed to the creation of site maps, navigation maps, page flows, sketches, conceptual design mockups, wireframes, prototypes, interaction design idioms, tests and define the UI success metrics and parameters, and other user experience design deliverables as needed
• Collaborated with end users to gather report requirements and ensure proper testing and validation. Managed existing reporting and data processes. Translated reporting requests in order to accurately meet the actual information and provided support to end users on standardized and ad hoc reports
• Analyzed tables in data warehouse Oracle and Netezza databases to establish knowledge of data to accurately communicate to the business the available data points
• Leveraged master data warehouse using BI tools Micro-Strategy, Tableau, to design, develop, audit and automated detailed reports on visitor's activity for autotrader.com and kbb.com across Mobile, IOS, Android platforms. Ensuring information is accurate and in an appropriate format involving story telling using dashboards, pivot tables for car dealers, internal COX Automotive executive level team and internal sales business partners
• Troubleshoot data integrity issues/defects, analyze data for completeness to meet business needs, and proposes documented solution recommendations. Converted complex data from multiple sources into meaningful, professional and easy to understand formats for various audiences. Executed release management process to promote changes into production
• Conducted data analysis studies on various response data like surveys, target marketing campaigns, develop relationships to link the behaviors and actions of shoppers to outcomes. Provided strategies to team conducting marketing campaigns
• Business and Data Analyst and on multiple mid-range budgeted projects and highly visible projects such as new development of iPad, Android and Mobile applications and the re-design of website landing pages on autotrader.com
• Facilitated meetings with multiple stakeholders and technology subject matter experts, including Application Development team members, in the elicitation of business requirements for new products and/or enhancements of products on autotrader.com and KBB.com
• Managed full product development through-out all phases of software development lifecycle on multiple projects and deliverables simultaneously while leading a cross-functional team of database architect, developers, quality assurance team and junior business analyst
• Performed primary research and analysis that will feed into the requirements, by collecting, prioritizing and documenting all in-scope (and sometimes out of scope) business request. Engaged closely with the development team to ensure requirements and success criteria are well understood, and testing team to develop/review test scripts and profile of test data
• Facilitated weekly check point meeting with delivery team members, quality assurance team and database engineers for the purpose of ensuring progress of work on-track, within budget and solution aligned with requirements
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IT Business Data Analyst Sales Operation Division Consultant
Mar 2011 - Jul 2011
Atlanta, GA
* Extracted and analyzed data to provide data-driven recommendations, built dashboards, automated reports and alerting systems, provided analytics support for various departments, and the delivery of ad-hoc report data requests
• Identified data sources, constructed data decomposition diagrams, provided data flow diagrams and documented the process to enhance requirements documentation
• Collaborated with colleagues to mine internal data sources for unprecedented insights, and presented findings to all levels of leadership on a frequent basis
• Provided financial and data analysis services under the direction of the sales director on internal improvement projects within the consumer supply chain
• Performed analysis on the progress of merger efforts involving porting of Alltel customer phone service contact information and billing migration to AT&T ICOM billing system and product catalog
• Validated development team deliverables, performed functional testing, and validated release while supporting the project management office
• Designed call volume interval trend report of customer issues to assist with the creation of resolution steps
• Provided daily statistics on incoming call traffic, call handling time, and call resolution time performance by call center agents
• Elicited stakeholder requirements to provide ad-hoc and customized reports on sales transactions and traffic for each market area for internal and external sales executives and account sales team Further Noteworthy Experience Further Noteworthy Experience
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Business Analyst
Jun 2010 - Dec 2010
Charlotte, NC
No skills were added
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Systems Analyst
Information Technology
Dec 2008 - Aug 2009
Atlanta, GA
MARTA
No skills were added
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Business Intelligence Analyst
May 2006 - Dec 2008
Watchung, NJ
No skills were added
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Real Estate Agent
Aug 2004 - May 2006
Watchung, NJ
Chase
No skills were added
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IT Analyst
Nov 1994 - Aug 2004
Jersey City, NJ
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Edit Skills
Non-cloudteam Skill
Education
Computer Science
Degrees |New York City College of Technology
Skills