Felicity Longo

About Felicity Longo

Passionate about empowering teams to excel, dedicated to driving tangible improvements and ensuring organizational success. With a keen eye for operational objectives, I\'ve led initiatives that streamline processes and elevate team efficiency. From eliciting and documenting requirements to providing top-notch technical support, I\'ve consistently delivered tailored solutions that meet specific business needs. Additionally, I\'ve fostered a culture of learning and growth through the establishment of a thriving peer mentorship group focused on Salesforce certifications. Committed to continuous improvement, I\'ve expanded my skill set to include the Scrum Master role, integrating Agile best practices to drive productivity and morale.

Experience

1. Staff Business System Analyst and Scrum Master

   TriNet

   Apr 2024 — Present

   Identified operational objectives by analyzing business functions, gathering information, and evaluating output requirements.• Elicited and documented business and system requirements from users, facilitating seamless communication with developers from inception to implementation.• Provided technical assistance and troubleshooting support for Salesforce applications, customizing solutions to meet specific business needs. Developed and delivered training materials for Salesforce education, driving continuous enhancements.• Managed a project transitioning Salesforce technical support to a Technical Operation Center, achieving a remarkable 90% first touch resolution rate and setting a precedent for future transitions.• Established and maintained a peer mentorship group focused on Salesforce certifications, exceeding growth expectations and fostering mutual support among members.• Committed to mastering the Scrum Master role in March 2023, leading two Scrum teams while mastering JQL, creating Scrum Dashboards, and promoting inclusivity.• Became a certified Scrum Master, integrating Agile best practices into team workflows to improve productivity and morale.• Empowered teams to work autonomously and self-organize, driving tangible improvements in project delivery and efficiency. Proactively supported other teams to ensure organizational success.