Business Analyst & Salesforce CRM Analytics (Einstein Analytics)

12/2020 – 12/2020

Purpose: Compile and run 3-day course introducing multiple banks to the BEC CEM Managed Package and
Salesforce Admin functionality.
Roles: Facilitator and Presenter
Tasks: Creation materials, exercises and setting up the physical environment – all to create the foundation
for a solid course. With a co-presenter, we went through the BEC CEM Managed Package - a solution the
Banks will work with going forward. Furthermore, the Salesforce environment in general and Salesforce
Admin functionality were presented. By using relevant examples, the attendees had to go through
themselves, we delivered a good hands-on experience

Aus- / Weiterbildung, Salesforce, Training - Coaching-Kompetenzen

10/2020 – 12/2022

Purpose: Guide, design and drive the implementation of CRM Analytics for Postnord’s Nordic countries.
Solution entails both Sales, Service and Finance. Support PN in shaping/structuring their CRMA roadmap.
Ensure CRMA becomes operational and delivers value to the business.
Roles: CRMA Advisor and Architect, Team Lead of 2-3 consultants, Functional Consultant, Mentor/Training and CRMA Developer
Tasks: Advisory on how utilize CRMA, Einstein Discovery and AI features for Sales and Service Cloud.
Implement and built CRMA solutions. Establishing best practice and governance. Mentoring colleagues and training client admins in CRMA.
Developed highly complex Dataflows and Recipes to incorporate advanced business logic for both Sales and Service. Built and deployed prediction models to enhance lead and opportunity conversion rates. Deployed to both CRMA Apps and Lightning Pages.
Continuously leveraged and tested new CRMA Features – e.g. Sentiment Analytics

Business Intelligence and Reporting Tools (BIRT), Business Process Reengineering (BPR), ETL, Management-Schulung, Salesforce, Training - Coaching-Kompetenzen

8/2020 – 10/2020

Purpose: Medtronic required a dashboard to track sales performance and activities across their Restorative Therapies Group.
Roles: CRMA Project Lead and Developer, Functional Consultant, Project Management and Einstein advisory.
Tasks: Implementing a custom reporting setup based CRMA, including dashboards, dashboard designs, dataflows, security, automated external data uploads, mobile layout, advisory and training. Requirement gathering and stakeholder management. UX Design guide.

Business Intelligence and Reporting Tools (BIRT), Design (allg.), ETL, Reporting, Salesforce

6/2020 – 10/2020

Purpose: Volkswagen requested a reporting setup on Fleet Emission and Co2 Forecasting regarding car production across all major car brands. EU directives on Co2 emission rates/limits had to be included, with the objective to visualize adherence.
Roles: CRMA Developer, developing the solution in SAQL and JSON, and Solution Architect
Tasks: Build a CRMA solution, adhering to inflexible requirements in terms of calculation, data model, and UI/UX. Due to this, the solution became immensely advanced, taking the combination of SAQL and JSON to the extreme, powering dynamic calculations and projections. Solution was used by Salesforce US, to test Dashboard load times

Business Intelligence and Reporting Tools (BIRT), Datenanalyse, ETL, Salesforce

6/2020 – 7/2020

Purpose: Advise Santander on CRM Analytics and Discovery and building a data model to figure out how to position the marketing program Datorama in their IT landscape.
Roles: Advisor and Trainer on CRM Analytics and Functional Consultant.
Tasks: Running discovery sessions, investigating how, and if, CRMA should be a part of Santander’s IT landscape instead of, or contribute to, Datorama (back then Datorama was not part of SFDC). Advising on data model. Training the Santander BI department in CRM Analytics and best practices.

Salesforce, Training - Coaching-Kompetenzen

12/2019 – 2/2020

Purpose: The project focused on implementing CRM Analytics on a global scale covering native Salesforce Sales Cloud data and data via external connections.
Roles: Salesforce and CRMA developer. BA, Project Management
Tasks: Validating Salesforce Org. setup and data readiness for correct reporting.
Providing guidance regarding further insights and optimized visualization. Developed the solution applying CRM Analytics functionalities, such as Dataflow, Data Sources, Edgemarts, Dashboards, SAQL, Data Sync and
visualizations combined with Lightning Pages.

Business Intelligence and Reporting Tools (BIRT), ETL, Salesforce

12/2018 – 12/2019

Purpose: FOSS had decided to replace their current CRM platform with Salesforce. A project divided into 2
phases. A Readiness phase to outline the scope of the requirements and a development phase where the
solution was built and tested.
Roles: Functioned as Lead on the Service Track, Functional Consultant, BA and Developer.
Tasks: The Development phase focused on building the solution in Salesforce. The areas I developed, and
tested, covered Case Management, Entitlements and SLAs, Service Contracts and Quotes. I also automated
several processes and made them scalable for FOSS to gradually expand into 28 countries. In all I worked
with functionality from the Service Cloud, Field Service Lightning, Salesforce CPQ and Sales Cloud.

Aus- / Weiterbildung, Business Intelligence (BI), Salesforce, Service Management, Projektmanagement (IT), Business Process Model and Notation (BPMN), Prozess- / Workflow, Prozessoptimierung, Business Analyse

12/2017 – 12/2018

Purpose: European banks were required to open their systems to third parties, and in this relation BEC
needed support with the process of scoping features to be compliant. This required insight in the following
directives, frameworks and, on a high level, security models such as: PSD2, RTS on SCA/SC, UK Open Banking,
Berlin Group and GDPR.
Roles: Business Analyst and Scrum Master

Agile Entwicklung, SCRUM, Jira, Prozess- / Workflow, Business Analyse, CRM (Customer Relationship Management)

1/2016 – 12/2017

Reporting and channel Optimization.
Monitoring the customer net and gross intake.
Building reporting structure to capture all B2C sales/churn activities.

Business Intelligence (BI), Reporting, SAS Business Intelligence (BI)

12/2014 – 12/2016

Key Responsibilities:
Customer Retention: Reducing the churn rate of the YouSee TV customer base.
Predominately solved via:
- Driving reactive or proactive BTL Campaigns: EM, DM, TM, SMS
- Customer Journeys – mapping customer touch points
- Predictive Analytics, churn prediction.
- Cable Network analytics – locate network weaknesses.
- Campaigns via YouSee' Info Channel with SMS respond system
- Process Optimization (I have reduced churn, caused by other channels, with 80%)
- Development of Retention Products
- Retention competitions/activities across Service Agent Teams

Business Analyse, Business Intelligence (BI), Business Process Model and Notation (BPMN), Direkt Marketing, E-Mail Marketing, Lead Management, Operatives Marketing, Reporting

12/2011 – 12/2014

Areas of fucus
- Executive Management Report (KPI)
- Market Analysis
- Sales and Churn Forecast modelling.
Temporary Project Manager:
- Locating free viewers of Tv.
- Optimizing processes and implementation
- Operational responsibility of technicians
Temporary Commercial Loyalty Manager
UX design of retail platform based on Salesforce.
Increase sales of Tv, Broadband through TDC, Elgiganten, Fona, Expert
Project Manager:
- Further development and implementation of YouSee retail sales platform based on Salesforce
- Design and implementation of sales model. Acces to COOP’s customer base.
- Implementation of new products into YouSee retail sales platform
Market Analysis / Analysis:
- Performance: Chain Stores, Consultants
- Customer Satisfaction / Mystery Shopping
- System Performance
- VBA – Development of Report / Performance models and Automated Sales presentations

Analyse der Markt- / Wettbewerbsposition, Business Intelligence (BI), Marketing- / Vertriebsanalyse, MS Excel, Partner relationship management (PRM), VBA (Visual Basic for Applications)