Summary
Overview
Work History
Education
Skills
Certification
Affiliations
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Timeline
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Dorothy Nelson

Petaluma,CA

Summary

Mrs. Nelson is a Services Leader for Public Sector Engagement Delivery at Salesforce AMER Professional Services. Leading teams of Program and Project Managers focused on delivery excellence for Public Sector clients. Engagement Delivery leads Salesforce Professional Services teams to drive client digital transformations and business improvement initiatives, leveraging the Salesforce platform. Mrs. Nelson has a passion for coaching high-performing teams within a collaborative culture. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Results-driven Supervisor with experience steering and directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives. Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success. Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets. Energetic professional successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Seasoned leader with strong background in steering teams towards success. Possess significant experience in strategic planning, team motivation, and conflict resolution. Known for fostering positive work environments that encourage growth and productivity. Have positively impacted previous workplaces by instilling a culture of continuous improvement and collaboration. Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Services Leader for Public Sector Engagement Delivery

Salesforce
02.2021 - Current
  • Enhance Project Delivery and Customer Engagement: Actively monitoring project metrics. Provide oversight to improve project delivery, reduce risk, improve customer satisfaction, and achieve delivery excellence through proactively understanding project dynamics and customer needs.
  • Drive increased business and partnership with GTM: Support Go to Market (GTM) to achieve booking targets by enabling and driving the team to identify and scope leads. Meet utilization metrics by proactively understanding upcoming and current customer needs.
  • Lead effective teams and V2MOM initiatives: Attain high-performance standards by actively managing and holding the team accountable to all compliance and V2MOM measures. Create effective teams through connection, socializing initiatives, and providing expertise. Achieve utilization metrics by proactively developing enablement plans that are aligned to career goals and upcoming demand.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Managed EvAs for Public Sectors: State and Local, and K-12 portfolios, ensuring projects remain within budget.
  • Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
  • Analyzed data to make decisions related to personnel management.
  • Created plans to propose solutions to problems related to efficiency, costs, or profits.
  • Implemented quality control measures, significantly reducing error rates.
  • Streamlined workflow processes, reducing project completion times.
  • Analyzed key performance indicators to identify effective strategies.
  • Facilitated training sessions for new employees on company policies and procedures.
  • Worked closely with human resources to support employee management and organizational planning.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Serve as a liaison for Delivery and GTM. Work with GTM portfolio leads to assure project quality and account health.
  • Help run and continually improve governance, quality assurance, and project oversight.
  • Proactively identify and own delivery issues and resolutions.
  • Red and Yellow account for support in project delivery.

Project Manager and Scrum Master

Department of Homeland Security
10.2019 - 03.2023
  • Mrs. Nelson has served as the Project Manager and Scrum Master for multiple Department of Homeland Security projects.S
  • Citizenship and Immigration Services (USCIS) projects.
  • Mrs Nelson is responsible for running team ceremonies and project delivery for a group of Acumen/Salesforce team members, client Product Owners, and a group of client business and IT team members across the organization
  • Mrs Nelson oversees a development team that delivers Salesforce Service Cloud-based solutions, data migrations, and SharePoint Integration for organizations within USCIS
  • She delivers complex components leveraging SCRUM Agile methodology and provides USCIS with a unique 360-degree applicant view that improves their applicant experience

Salesforce.com Blueprinting

Milken Institute
07.2019 - 09.2019

Service Cloud Implementation

S&P Global Ratings
01.2019 - 04.2019
  • Mrs Nelson served as the Acumen Team Lead and Senior Business Analyst, leading the Acumen project team while working closely with the client to translate project requirements into achievable deadlines and ensuring schedules and budgets stay on track
  • Responsible for Salesforce configuration and ensure all project deliverables were delivered according to plan
  • Mrs Nelson assisted with requirements refinement and user story creation in VSTS (Visual Studio)
  • Managed an Acumen team of 2, a Senior Developer and Business Analyst
  • Lead meetings with the client's Project Manager and internal stand-ups with the Acumen team
  • Provided weekly status reports identifying and managing risks and issues
  • Updated the project plan and approved Acumen team time according to the budget

Project Manager

AGCO
11.2018 - 12.2018
  • Mrs Nelson served as the Project Manager, responsible for timely and accurate blueprinting and solution design delivery
  • Created and delivered the project plan and distribution of weekly status reports to maintain project awareness, discuss open issues and risks, and the next steps/pending milestones
  • Managed a six-person team made up of both onshore and offshore functional and technical resources
  • Lead the project kickoff and blueprinting onsite workshop, assisted with user story creation, and conducted daily stand-up both internally and with the client team
  • Provided project oversight and side-by-side collaboration with the internal and client respective team members
  • Coordinated internal meetings, resources, and project logistics
  • Lead risk management effort (to address project delivery risks) and project change controls

Scrum Master

USDA
04.2018 - 09.2018
  • Mrs. Nelson served as the Scrum Master, leader, and coach of an Agile team of four on Acumen's largest project, using a Scaled Agile Framework.
  • The client went through a substantial reorganization, combining three legacy organizations into one.
  • In nine quick months, the team successfully launched three applications to enable farmers and ranchers access to over $14B in benefits
  • Mrs. Nelson managed the story development, configuration, deployment, and testing process
  • She identified, mitigated, and managed risks and issues while coordinating with the extended Scrum Master teams.
  • Removed impediments and fostered an environment for high-performing team dynamics, continuous flow, and relentless improvement.
  • Helped the organization meet its goals, and coordinated activities with other teams on the Agile Release Train in the context of current Program Increment (PI) Objectives.
  • With more than 20,000 Service Cloud licensed users providing millions of interactions per year, the portal is one of the largest public-sector Salesforce applications in existence.
  • Mrs. Nelson supported and enforced the Scrum and deployment process agreed upon.
  • She facilitated all team meetings, including the Daily Stand-up, Iteration Planning, Iteration Review, and Iteration Retrospective.
  • Guided the teams in continually improving the quality of their deliverables and meeting the Definition of Done (DoD).
  • Helped foster the culture of technical discipline and craftsmanship that is the hallmark of effective Agile teams.
  • Helped the team manage interpersonal conflicts, challenges, and growth opportunities.
  • Mrs. Nelson communicated with management and outside stakeholders; she was the Scrum of Scrums (SoS) meeting facilitator and passed information from that meeting back to the team.
  • She guided the team in establishing normalized estimates and understanding how to estimate features and capabilities.

Senior Business Analyst

Donnelley Financial Solutions
01.2018 - 04.2018
  • Mrs. Nelson served as the Senior Business Analyst, providing analysis support for a comprehensive Strategic Assessment of the current state of Donnelly Financial Solutions (DFS) business processes and technology and recommending a 2018 improvement plan
  • She designed and conducted interviews and job shadowing with DFS Customer Service Representatives and management teams to gather information, gaps, and recommendations critical to the final deliverables.
  • Mrs. Nelson also analyzed the current business and technology processes for improvements and best practices to be implemented in future phase(s).

Project Manager

True Religion
11.2017 - 02.2018
  • Mrs. Nelson serves as the Project Manager, owning and organizing all weekly status and executive steering scheduling, facilitation, and communications with the client.
  • She managed a team of six while producing and distributing the weekly status reports for the customer.
  • Organizing and facilitating all daily stand-up calls and other meetings between the Acumen Solutions delivery team and the client.
  • She also manages the project risk/issue log and all required escalations.

Project Manager

Charter
08.2017 - 11.2017
  • Mrs. Nelson served as the Project Manager, managing a team of nine while assisting with documentation, support, and customer stakeholder communication routing while on this project.
  • She led a team of six people and helped create and deliver status reporting and business requirement documentation.

Project Manager and Business Analyst

USDA
10.2016 - 09.2017
  • Company Overview: Department of Agriculture
  • Mrs. Nelson serves as the Project Manager and Business Analyst, managing a team of three and delivering the project on time, on budget, and on margin, to client satisfaction.
  • She identifies, mitigates, and manages risks and issues.
  • She manages scope, budget margins, and schedules in Smartsheets and Google Docs.
  • Mrs. Nelson creates and manages user stories and requirements in JIRA.
  • She drives the client and internal team decisions to ensure that work products and deliverables are met and that quality is outstanding.
  • Also, she directs the team in activities, efficiency, and productivity by leading daily stand-up, bi-weekly team/stakeholder meetings, and status reports.
  • Also, she makes sure the delivery leads are aware of the project status by providing updates, and conducting check-ins as necessary with the project COR.
  • Mrs
  • Nelson has extensive knowledge of the client PMO processes and policies to which Acumen must adhere, and a full understanding of the project scope.
  • She has obtained client sign-off throughout the project, and ensures positive and productive team dynamics are maintained throughout the lifespan of the project.
  • Department of Agriculture.

Senior Business Analyst

Charles Schwab
02.2016 - 08.2016
  • Mrs
  • Nelson served as the Senior Business Analysis, gathering requirements, writing user stories in Jira
  • She met with the business stakeholders weekly to provide updates and maintain constant project momentum
  • She led the Salesforce Configuration, meeting with the Development team daily and assisting with application configuration & deployment
  • Mrs
  • Nelson was also the Support Product Owner for the project and delivery of Chatter, Console, Legacy CRM retirement (Lynx), train-the-trainer, and user migration to Salesforce CRM

Business Analyst

Red Wing Shoe Co
11.2015 - 12.2015
  • Mrs
  • Nelson served as the Business Analysts, Developer, Trainer, and SME for a 1-month project to create and record cases with as minimal clicks as possible
  • In the short amount of time allocated, Mrs
  • Nelson was able to gather requirements, interview the business on the day to day tasks, successfully develop the quick case app in Salesforce, QA, create and deliver UAT documentation, and deliver training and material to the team

Senior Business Analyst

ESRI
07.2015 - 11.2015
  • Mrs
  • Nelson worked closely with the ESRI Salesforce Sales Cloud management team to elicit requirements using interviews, document analysis, surveys, site visits, business process descriptions, use cases, business analysis, and task and workflow analysis
  • As the Senior Business Analyst, she also configured solutions within Salesforce based on these requirements
  • She deployed configurations to Salesforce using the following methods: Manual, Change Orders, and ANT
  • Mrs
  • Nelson also conducted system testing, created and delivered test scripts
  • Her agile project management experience allowed her to quickly and efficiently start using Target Process daily to track progress
  • She proactively communicated and collaborated with clients and technical teams to prioritize requirements, evaluate potential solutions, define a proposed solution, propose quick fixes, and develop model business processes
  • She also created and revises analysis artifacts and deliverables as needed: Business requirements, functional requirements, use cases, business rules, and business process models
  • Her ability to multitask allowed her to successfully engage in multiple, simultaneous initiatives while working independently with clients to define concepts as per the direction of project managers
  • When necessary, she drove and challenged the business units on their assumptions and how they would successfully execute their plans
  • She also assisted in data transformations, data migration mappings, and the creation of bulk data upload routines

Senior Business Analyst and Product Owner

AAA NCNU
10.2012 - 06.2015
  • Mrs
  • Nelson worked closely with the organization’s senior leaders to provided resources, solutions, and functionalities specific to their business process and needs
  • She managed the on and offshore customer relationship management support team, provided end-user and super user training, system-related communications, and multi-system integration knowledge
  • She managed the development and support of the Membership Sales and Servicing Delivery platform as the Product Owner and the Assistant Product Manager for future implementations
  • During her three years on the project, she also identified training and development needs and led training programs on and offshore teams to increase application understanding and user adoption
  • Prior to this role, Mrs
  • Nelson served as the Senior Business Analyst for replacing the AAA legacy Membership management system and implementing the Salesforce Sales Cloud to provide a seamless end-to-end management lifecycle from prospect to customer
  • She worked with the cross-functional team to identify and research technical and process issues for the membership platform driving revenues of $300M annually
  • This improved the membership experience and improved sales and with a membership increase of 4% over last year
  • During this time, she continued to provide Business Analysis support by developing use cases and business rule documentation for future implementation and enhancements

Business Analyst

Hospira
08.2012 - 10.2012
  • Mrs. Nelson served as a Business Analyst on the Hospira 360-Degree Sales Intelligence Project.
  • This project streamlined and optimized the Salesforce Opportunity management process so that sales representatives could easily enter and manage key opportunity and activity information into Salesforce.
  • She also created and configured content libraries to facilitate the easy retrieval of current sales and marketing collateral by sales teams and to update said collateral by the marketing team.
  • She assisted in the Salesforce Chatter implementation within the existing U.S. Salesforce org, allowing sales and marketing to collaborate more effectively on specific accounts, opportunities, products, dashboards, and files.
  • The Hospira 360 Degree project also facilitated the enablement, configuration, and installation of the Salesforce mobile and Chatter mobile (for iPhone/iPad).
  • Mrs. Nelson assisted with developing training curricula to ensure that Hospira personnel were knowledgeable about the key functionality provided by the solutions described above.
  • Consequently, she assisted with the delivery of Opportunity Management Optimization, Salesforce Content and Collaboration, Salesforce/Chatter Mobile and Outlook integration, guided selling, and training and deployment.

Education

B.A. - RADIO AND TELEVISION and COMMUNICATION

San Francisco State University

Skills

  • MS Office Suite
  • Microsoft Teams
  • Salesforcecom
  • Google Suite
  • MS Visio
  • Business Analysis
  • Data Loaderio
  • Systems Integration
  • Application Configuration
  • Agile
  • VersionOne
  • Jira
  • Smartsheet
  • Product Management
  • Recruitment and hiring
  • Continuous improvements
  • Cross-functional collaboration
  • KPI development
  • Team building
  • Performance management
  • Team leadership
  • Process improvement
  • Relationship building
  • Coaching
  • Visionary thinking
  • Talent development
  • Change management

Certification

  • Salesforce Certified Administrator
  • Salesforce Certified Associate
  • Salesforce Certified AI Associate
  • Salesforce Certified Sales Cloud Consultant
  • 10x Salesforce Specialist Superbadge
  • Certified Scrum Master, International Scrum Alliance
  • Prosci ADKAR Change Management Practitioner
  • SAFe® 5 Scrum Master
  • Salesforce Four Star Trailhead Ranger

Affiliations

  • Volunteering/Community Involvement
  • Hiking
  • Mentoring
  • Travel

Timeline

Services Leader for Public Sector Engagement Delivery

Salesforce
02.2021 - Current

Project Manager and Scrum Master

Department of Homeland Security
10.2019 - 03.2023

Salesforce.com Blueprinting

Milken Institute
07.2019 - 09.2019

Service Cloud Implementation

S&P Global Ratings
01.2019 - 04.2019

Project Manager

AGCO
11.2018 - 12.2018

Scrum Master

USDA
04.2018 - 09.2018

Senior Business Analyst

Donnelley Financial Solutions
01.2018 - 04.2018

Project Manager

True Religion
11.2017 - 02.2018

Project Manager

Charter
08.2017 - 11.2017

Project Manager and Business Analyst

USDA
10.2016 - 09.2017

Senior Business Analyst

Charles Schwab
02.2016 - 08.2016

Business Analyst

Red Wing Shoe Co
11.2015 - 12.2015

Senior Business Analyst

ESRI
07.2015 - 11.2015

Senior Business Analyst and Product Owner

AAA NCNU
10.2012 - 06.2015

Business Analyst

Hospira
08.2012 - 10.2012

B.A. - RADIO AND TELEVISION and COMMUNICATION

San Francisco State University

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Dorothy Nelson