SENIOR CUSTOMER RELATIONSHIP MANAGEMENT BUSINESS ANALYST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 26, 2024 - The Senior Customer Relationship Management Business Analyst excels in utilizing Microsoft Office Suite, including Word, Excel, PowerPoint, OneNote, and Visio, ensuring robust documentation and streamlined presentations. Demonstrates a strong aptitude for leading change management and implementing software solutions, enhancing operational efficiencies across diverse business processes. Possesses comprehensive skills in communication, training, and project management, effectively addressing and adapting to the dynamic needs of stakeholders.

Essential Hard and Soft Skills for a Standout Senior Customer Relationship Management Business Analyst Resume
  • Data Analysis
  • CRM Software Proficiency
  • Business Process Mapping
  • Reporting Techniques
  • SQL Proficiency
  • Project Management
  • Microsoft Office Mastery
  • System Integration
  • Requirements Gathering
  • Data Modeling
  • Problem-Solving
  • Communication
  • Adaptability
  • Leadership
  • Team Collaboration
  • Persuasive Speaking
  • Strategic Planning
  • Time Management
  • Conflict Resolution
  • Continuous Learning

Summary of Senior Customer Relationship Management Business Analyst Knowledge and Qualifications on Resume

1. BA in Business Administration with 8 Years of Experience

  • Experience in Banking and Finance industry, Functional knowledge of Dynamics Case management / Service module. 
  • Experience in creating and grooming user stories and Functional process flows.
  • Previous experience with CRM and ERP systems
  • Good understanding of Marketing, Sales, and Customer Service processes
  • History of translating ambiguous business requirements into Agile user stories and technical specifications
  • History of ensuring the development teams are practicing the core Agile principles of collaboration, prioritization, team accountability, and visibility
  • Demonstrated experience updating Scrum Tools to provide transparency on Product & Sprint Backlogs
  • Demonstrated ability to assist the team with making appropriate commitments through story selection, task definition
  • Demonstrated experience tracking and communicating team velocity and sprint/release progress through burn-down charts
  • Demonstrated ability to assist in solution definition and design of a large-scale design or redesign of sites

2. BA in Marketing with 6 Years of Experience

  • Experience working cross-functionally with multiple groups and/or across an enterprise
  • Ability to work successfully in a remote manner
  • Experience with remote interfacing tools such as Zoom, Google Meet, or Microsoft Teams or a willingness to learn and leverage these tools
  • Ability to work with a high degree of autonomy
  • Experience in Home Improvement or Industrial/Commercial Supply House 
  • Experience at Lowe’s or another mass retailer
  • Experience working with Salesforce CRM or other similar platforms
  • Thorough knowledge of CRM systems and putting business solutions into practice
  • Excellent communicator who is comfortable sharing complex technical information with expert and non-expert colleagues and clients verbally and in writing

3. BA in Management Information Systems with 4 Years of Experience

  • Intermediate Microsoft Office skills
  • Knowledge of Word, Excel, PowerPoint, OneNote, Visio 
  • Effective organizational, facilitation, and time management skills 
  • Ability to manage and integrate change into a project or process 
  • Self-motivated and effectively manages multiple priorities
  • Experience training, supporting, or designing business solutions 
  • Software implementation project experience 
  • Operations business process improvement experience 
  • Change Management experience 
  • Strong communication skills for differing audiences and situations, including persuasion, facilitation and presentation skills, appropriately translates functional/technical language

4. BA in Computer Science with 5 Years of Experience

  • Experience in MS Dynamics CRM Sales, Marketing and Customer Service and Field Service applications.
  • Knowledge of solutions that extends the capabilities of Dynamics CRM 365 e.g. Omnichannel for Customer Service, Customers Insights, Click Dimension.
  • Power Platform knowledge: Power automate / Power BI/ Power App
  • Knowledge of implementation methodology and best practices: Agile, Scrum, FastTrack/Success By Design
  • Knowledge of other CRM platform and business domain expertise : public sector, pharma, insurance and retail among others.
  • Fluent in English and French and/or Dutch
  • Skilled at collaborating with other Agile and Non-Agile project teams in the enterprise.
  • Expertise with Microsoft PowerPoint, Visio and Team Foundation Server Board, and Clarity
  • Strong conflict resolution skills.
  • Demonstrated influence without authority.
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