Leilani Hickman

Product Ownership & Team Leadership:

• Product owner of an agile scrum team, leading multiple data quality strategic initiatives and working cross-functionally with various teams.
• Manger to a team of 6 analysts.
• Work with stakeholders to identify requirements
• Create epics and user stories in backlog for team to execute against
• Prioritize user stories and facilitate planning and grooming sessions
• Attend stand up to provide clarity on existing stories
• Accomplished multiple tasks within established timeframes

Data Stewardship and Data Quality Improvement:

• Account clean up project deleting 1M non transacting accounts from CRM and 3M contacts
• Implement Kickbox for email validation in multiple CRM instances
• Migrate Tableau reports to Power BI

Process Enhancements and System Implementation:

• Oracle Migration from EBS to Fusion

Product Ownership & Team Leadership:

• Product owner of an agile scrum team, leading multiple data quality strategic initiatives and working cross-functionally with various teams.
• Manger to a team of 6 analysts.
• Work with stakeholders to identify requirements
• Create epics and user stories in backlog for team to execute against
• Prioritize user stories and facilitate planning and grooming sessions
• Attend stand up to provide clarity on existing stories
• Accomplished multiple tasks within established timeframes

Data Stewardship and Data Quality Improvement:

• Successfully enriched over 3M contacts by implementing strategies to improve the completeness of profile fields for marketing leads, and automated this process using Tableau.
• Led a project to implement contact data quality dashboards in Tableau, highlighting duplication and email validation metrics.

Strategic Data Management:

• Led ENT Marketo Data Cleanup & Contact Data Quality Strategic Initiatives, resulting in a 16% increase in Marketable Contacts, 40% increase in contact utilization, 50% increase in completeness of key segmentation attributes in Marketo, 80% reduction in the volume of daily errors, and 20% reduction in overall time to lead creation.

Compliance and Regulations:

• Managed a project to implement the US National Do Not Call list in Salesforce.
• Introduced flags in Salesforce for Do Not Call and Do Not Email indicators, in adherence to existing preferences, opt-in laws, and the national list.
• Led the cleanup of government accounts in CRM with PII data, ensuring regulatory compliance.

Collaboration with Sales and Marketing:

• Worked with the salesforce team to create a button on the contact record for Sales reps to request email revalidation.
• Coordinated with the integration team to send email validation results from Marketo to Salesforce, providing essential data for Sales reps.
• Established a quarterly process to revalidate emails and delete invalid ones, aiding in keeping the Marketo instance clean.

Data Stewardship and Data Quality Improvement:

• Led the account merge team of 6 analysts, guiding them through are-design and operational stability project.
• Implemented merge acceleration program, creating logic to identify duplicates that can be automatically merged.
• Accelerated account merge process, improving end-to-end processing time from 24 hours to 25 minutes through the implementation of a new architecture.
• Implemented a Jira ticket queue for account merge requests, and started running the contact duplication job in Salesforce to identify duplicate contacts in CRM.
• Automated 50 data quality health checks, reducing manual work for data stewards, using Tableau dashboards and alerts.

Strategic Data Management:

• Led the implementation of a governed operational process to reactivate dormant accounts and acquire new accounts.

Enterprise Application Administration:

• Provided dedicated support for Microsoft CRM Systems and AX manufacturing system, ensuring efficient operations and resolving technical issues.
• Handled support tickets effectively using XenDesk, reducing downtime and enhancing system reliability.

Data Integrity and Analysis:

• Performed thorough data analysis to ensure data integrity, maintaining high standards of accuracy and consistency in enterprise applications.
• Utilized SQL Server for data management, enabling efficient database handling and facilitating data-driven decision making.

Business Analysis:

• Undertook business analyst responsibilities, contributing to improved business processes and strategies by analyzing trends and identifying areas of improvement.
• Employed Power BI for visual data analysis and business intelligence, generating valuable insights to drive business efficiency and growth.

Dashboard Design & Development:

• Leveraged Tableau Desktop to design and develop intuitive, data-rich dashboards tailored to stakeholders' specific needs, facilitating data-driven decision-making across the organization.

Tableau Server Management:

• Oversaw the entire Tableau Server environment, including routine maintenance, version upgrades, and add-on installations.
• Managed the installation and updates of a distributed Tableau environment on a Windows Server platform.
• Regularly monitored Tableau Server performance, troubleshooting and resolving issues to ensure consistent data availability and system performance.

User Support and Training:

• Conducted hands-on training for new users and departments, enhancing their understanding and efficient use of the Tableau environment.
• Developed a comprehensive knowledge base to aid users in troubleshooting common issues.

License and Vendor Management:

• Handled user license management including tracking, purchasing, and renewals.
• Liaised with Tableau vendor for external support, initiating and tracking service tickets as required.

System Integration & Authentication:

• Successfully implemented Kerberos authentication within the Tableau environment, enhancing system security.
• Integrated third-party data drivers within Tableau, including AWS/RDS, Splunk, and SAP BW, expanding data source compatibility.
• Cooperated closely with users to replicate and troubleshoot issues within a QA environment, ensuring smooth system operation.
• Demonstrated organizational agility through effective networking with various department heads.

Beta Testing:

• Established a Proof of Concept environment to test Tableau 10.3 Beta with ServiceNow Connector, contributing to system innovation and improvement.