Wanda Woods
Business Process Analyst @Make-A-Wish Canada
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WORK HISTORY
Business Process Analyst @Make-A-Wish Canada
Toronto, ON, CA
Documenting all processes related to the Salesforce to create user manuals for the various business units to provide instructions, as well as business context, business rules, and decision trees which are used as onboarding tools, as well as reference guides for all users.• Translating business requirements into system requirements for enhancements Salesforce ensuring the information provided to the developers is complete as well as assisting with the prioritization based on understanding the business priorities. In a year, deal with approximately 100 requests.• Providing continued support and training on Salesforce through responding to tickets and direct questions sent to me. Responded to over 200 requests in the past six months.• Responsible for the communications to the business units from the Salesforce Support team. • Documenting system changes to the CRM in business-friendly language as well as any changes/additions to the user manuals. • Facilitating regular meetings with the business to understand their concerns, share progress on major projects, and provide guidance as needed for how to use the system.• Represented two business units during a major system implementation by gathering business requirements, translating them into system requirements, testing the code, and providing data migration mapping and requirements on what data needed to be migrated.• Provided the requirements and layout for the intranet. Moved documentation from various locations to the intranet to provide a centralized location for all materials (training, process and system updates), providing a better user experience.
EDUCATION
University of Toronto
Bachelor of Arts in French Specialist Program: Language, Literature and Translation; German Minor
ABOUT WANDA WOODS
I am passionate about improving IT and business processes as well as identifying and resolving key business challenges. I am self-motivated with excellent analytical and problem-solving skills with over 20 years of experience in the Insurance and Telecommunications industries. I have a strong ability to liaise with internal departments, subject matter experts and target audiences. My key strengths include: • Process documentation • Process mapping • Process improvement • Identifying process inefficiencies • Process standardization • Template creation • Requirements gathering • Security administration • Compliance • Mentoring • Visio, SharePoint, Word, Excel, and PowerPoint • Salesforce
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