Crystal Roach

Experience

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  CarMax

  Jan 1997 - Jun 1999

  Programmer Analyst

  Developed order entry and customer kiosk applications. Researched database performance issues and implemented solutions. Developed process automation training materials and conducted training for Solution Center associates.

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  Greenbrier & Russel, Inc.

  Jun 1999 - May 2002

  Consultant

  Programmer/Analyst at Mirant Corporation: Played key leadership SDLC role for Mirant’s custom web-based plant and operational data system - critical path for bidding and settlements verification. Formed project team as first and lead developer, progressed to lead business analyst, accountable for product direction and requirements. Facilitated cross functional stakeholder requirements gathering meetings. Lead requirements/testing analyst for NERC GADS reporting compliance implementation. Developed training materials and provided on-site plant, corporate market operations/management training. Conducted stakeholder status meetings and provided management reports. Show less

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  Mirant, IT Market Systems

  May 2002 - Oct 2006

  Sr. Business Analyst

  As an IT analyst, introduced intra-month ISO settlements verification for PJM market operations – assigned to business role as a result. Identified shadow settlement dispatch data integration inefficiencies using business and analytical expertise. Documented solutions and facilitated development and testing effort with Enterprise Integration Services (EIS). Reduced frequency of manual settlements inputs; thereby increasing productivity. Worked with vendor and ISO to resolve settlements variances and track software and market upgrades. Received numerous accolades for raising the shadow settlement verification process to a higher standard and providing long-term vision for process excellence. Initiated PJM market operations Meter Data Life Cycle review. Developed end-to-end Visio process and data flow diagram - integrated business and IT functional area documentation. Identified key process risks, initiated solutions to mitigate future risk, and facilitated development and testing effort between EIS and end-users. Improved quality of meter data submits to ISO and streamlined front and back office meter data processing. Developed PL/SQL for Business Objects report to replace manual download of time sensitive revenue meter data.Co-developed and presented “Energy Industry and Settlements Overview” training for accounting team members. Show less

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  Mirant, Commodity Settlements

  Oct 2006 - Oct 2007

  Settlements Manager

  Managed ISO shadow settlements and invoice processing for PJM and ISO-NE energy markets. Trained settlements analysts. Accountable for Sarbanes-Oxley process compliance. Supported internal and external audit requests. Responsible for FERC EQR reporting accuracy and timeliness. Read and understood complex business contracts, ISO tariffs, and Market Settlements rules and calculations. Provided commercial group feedback regarding settlements impact of operational bidding decisions. Co-developed and presented “Using nMarket to Support Settlements” at 2007 nMarket Users Group Conference. Fielded questions from attendees and provided feedback regarding solutions for shared market participant shadow settlement processes using nMarket system. Show less

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  Mirant

  Oct 2007 - Jan 2011

  Business Relationship Manager

  IT liaison for business executives and sponsors - develop long-term vision for end-to-end process and systems integrations. Led initiative to streamline / consolidate project portfolio management reporting via SharePoint technology. Implemented standardized project prioritization scoring criteria. Conduct quarterly portfolio status steering committee meetings with project champions / executives, sponsors, IT directors, and CIO. Effectively evaluate and analyze internally developed and purchased vendor solutions and recommend most cost effective, value-added solution to address business problems. Assist contract and project implementation negotiations. Show less

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  AutoTrader.com

  Jan 2011 - Aug 2014

  Relationship Manager

  IT liaison for business executives and sponsors.

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  Cox Automotive Inc.

  Aug 2014 - Dec 2018

  Accelerating business value across all Salesforce products through a strategic partnership with Cox Automotive business leaders.

  • Senior Manager, Sales Enablement

    Oct 2016 - Dec 2018

  • Salesforce Success Manager

    Apr 2016 - Oct 2016

  • Salesforce Engagement Manager

    Aug 2014 - Apr 2016
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  Cox Business

  Dec 2018 - Sept 2021

  Achieving greater value from Salesforce technology platform investment by building strategic stakeholder engagement practices that bridge change management network business experts with our program's Product Owner and Implementation Partner teams, maintaining a relentless focus on exceeding Customer and Internal User Experience expectations.

  • Director, Salesforce Operations & Support

    Mar 2021 - Sept 2021

  • Salesforce Product Owner

    Dec 2018 - Apr 2021
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  Salesforce

  Sept 2021 - now

  Enterprise Success Manager