Laura Pfab

Produced multi-step Customer User Journey diagrams for identifying overlooked requirements. Implemented the setup of Salesforce and Certinia profiles, roles, permission sets, and groups.

Directed end-to-end implementation and optimization of FinancialForce PSA, leading initiatives across Projects, Budgets, Services CPQ, Resource Management, Revenue Recognition, and Reporting. Acted as a Technical Project Manager for a $1.4M platform enhancement project.

Supported Salesforce-hosted help desk for health insurance government mandates. Generated user stories, use cases, process flows, as well as user acceptance testing (UAT) plans and other documents to support the design of Salesforce solutions.

Assigned to a short-term Salesforce initiative for a strategic project aimed at improving the escalation process. Engaged with users in order to troubleshooting issues related to Salesforce application usage and functionality.

Analyzed and diagrammed business processes within Pardot, Salesforce, and FinancialForce to identify inefficiencies and bottlenecks to recommend improvements. Conceptualized comprehensive end-to-end process flows for the sales procedure, which facilitated the identification of areas for process enhancement.

Managed sprint workloads by allocating story points efficiently and resolving cross-team dependencies through proactive collaboration with fellow Product Owners. Spearheaded the creation of 92% of user stories within a 2-weeks sprint cycle; achieved a 50% acceptance rate within one week through focused refinement sessions.

Led technology upgrades by crafting user stories and acceptance criteria for the new Salesforce Lightning platform. Investigated profiles, permission sets, custom fields, Apex triggers, workflows, and overall Salesforce object set up to improve Customer Experience for the digital transformation by the client.

Partnered with Agile delivery teams to design and develop a Salesforce-hosted Insurance Digital Platform, launching it as a scalable SaaS product and improving cross-departmental alignment across sales and strategic planning. Defined and managed 300+ user stories and acceptance criteria as part of an enterprise-wide, multi-million-dollar digital transformation initiative.

Performed various Business Analyst through Senior Business Analyst roles across different industries. Focused on analyzing business needs and translating them into technical requirements.

Held various Programmer Analyst through Systems Analyst positions. Responsible for programming, system design, and analysis to support business operations.

Focused on Business Information Systems, gaining expertise in leveraging technology for business solutions. The curriculum covered various aspects of information systems to support strategic decision-making.

Specialized in Management with a minor in Interpersonal and Rhetorical Communications. This program provided a strong foundation in business principles and enhanced communication skills essential for professional environments.