I am a high calibre Consultant with twelve years experience in data and business analysis with heavy emphasis on CRM solutions and end user training. One of my key strengths ismore...I am a high calibre Consultant with twelve years experience in data and business analysis with heavy emphasis on CRM solutions and end user training. One of my key strengths is my ability to gain the confidence of the business community and ensure their requirements for any business change are captured, agreed, and met. I listen well, and communicate clearly both verbally and non-verbally. I am now seeking a rewarding and challenging opportunity in a successful customer focused team

Area Covered: CRM Dynamics
Work Experience Summary: Member of the Global CRM Project team within Jones Lang LaSalle. The team objectives were the regional definition and delivery of a Customer Relationship Management (CRM) solution using Microsoft Dynamics. I was solely responsible for all EMEA training. Consultant at NFA & Ofsted providing Business Analyst & Training expertise.

Specifically this role involved:
• carrying out training needs analyses; defining the skill-sets needed to perform different roles
• designing training programs appropriate to the skills needed
• ensuring the learning environment and resources support learner needs
• designing course materials and other documents such as quick reference guides, e-training recordings, handouts, manuals and exercises
• preparing the learning environment and resources, including setting up IT equipment where appropriate
• delivering training programs in both a formal (e.g. a classroom) or informal (e.g. floor-walking) setting
• supporting and coaching learners to deliver skills
• evaluating the effectiveness of training programs and learning outcomes
• liaising with partners (e.g. external course providers, employers) to fulfil the skills needs of an organisation
• developing peer networks to keep abreast of current thinking
• preparing test plans and scripts to test each release component and demonstrate the business condition under test and the expected results. Provision of feedback to the development team and ensure the work is carried out in accordance with the schedule and the quality requirements.
• installing and configuring MS Dynamics, talking staff through a series of actions, either face to face or over the telephone; troubleshooting system and network problems and diagnosing and solving software faults; providing support, including procedural documentation; supporting the roll-out of new applications
• setting up new users’ accounts and profiles and dealing with password issues; working continuously on a task until completion (or referral to third parties, if appropriate); prioritising and managing many open cases at one time; rapidly establishing a good working relationship with customers and other professionals (e.g., software developers);testing and evaluating new technology


Education
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Degree: Master of Science
Field of Study: Business Information Technology – Merit
University / College: University of Westminster, London
From:01/Sep/2000 To:01/Jul/2002

Degree: Bachelor of Commerce
Field of Study: Human Resource Management & Marketing
University / College: Saint Mary"s University, Canada
From:01/Jan/1992 To:31/Dec/1996