Alessia Arienti

Experience

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  Bausch + Lomb

  Apr 2001 - Sept 2015

  Managing the development and adoption of Salesforce.com across the EMEA region of B+L (approx 1400 users). CRM Process Owner for the Surgical division in particular, managed the complete re-design of the Surgical functionality covering both Sales Cloud and Service Cloud, bringing together the Sales team, Call Center and Field Service teams using one common CRM system. Also supported the roll out of the ModelMetrics 'Digital Sales Aid' tool to allow the Sales team to present products with HTML5 presentations using the iPad, built on the Salesforce.com platform (e-Detailing). Liaising with other functional or technical/developer colleagues to deliver the functionality required, working directly with end-users and key stakeholders to gather requirements, create documentation, run workshops, train users etc. Overview of the functionality deployed:- Surgeon/Doctor/Nurse profiling- Hospital/Clinic profiling- Sales Call Reporting- Sample Request process- Opportunities for Capital Equipment (Tenders process)- Contracts (service agreements, equipment contracts etc.)- Installed Machine inventory- Price Agreements- Order/Shipment Tracking- Consignment Inventory for constable items- Field Service Call Reporting & Cases- Service & Product Complaints- Digital Sales Aid for Product e-Detailing Show less Key responsibilities included input to the design of the Global PeopleSoft strategy and implementation and rollout of PeopleSoft across various business units within EMEA. Rationalisation of business units billing and pricing processes in alignment with PeopleSoft functionality. Implementation and project management of outsource billing solutions. Project management of commercially focused customer pricing initiatives. Overview of the PeopleSoft work:- Global ERP design- Scope definition- Functional design- System configuration- Conversion from legacy systems (BPCS / AS400-iSeries)- Integration to legacy systems (BPCS / AS400-iSeries)- Integration to Streamserve- Integration to IBM On Demand - Unit testing- User acceptance testing- “Super User” training- Rollout- Support Show less Provided administrative support functions to the call centre, account managers and management. Professional, high-level customer service for the customers. Assisted in developing customer service standards, policies and procedures. Main duties and responsibilities:- Interaction with customers, providing information in answer to inquires about products, accounts, and services- Handling and resolving customer complaints- Receiving and processing orders, providing information concerning changes, pricing in service, and shipping- Investigating and correcting errors, following company and customer records- Coordinating customer service requirements with other appropriate departments as necessary to ensure effective customer service Show less

  • Salesforce.com Senior Business Analyst

    Apr 2011 - Sept 2015

  • PeopleSoft Billing and Pricing Business Analyst

    Apr 2004 - Mar 2011

  • Customer Service Back Office Co-Ordinator

    Apr 2001 - Mar 2004
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  Oinio (formerly ITBconsult)

  Sept 2015 - Dec 2016

  Business Consultant

  Projects: the GSM Association (GSMA), Dematic, Medela AGSalesforce.com Business Analyst & Consultant, dealing with all aspects from business process analysis, design, configuration, testing, training, rollout and support activities.

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  Capgemini

  Jan 2017 - Feb 2018

  Business Consultant

  Projects: Medela AG, ContiTechSalesforce.com Business Analyst & Consultant, dealing with all aspects from business process analysis, design, configuration, testing, training, rollout and support activities.

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  Youperience

  Mar 2018 - Jun 2020

  Senior Business Consultant

  Projects: Kite (Gilead Sciences), SimplyHealthSalesforce.com Business Analyst & Consultant, dealing with all aspects from business process analysis, design, configuration, testing, training, rollout and support activities.

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  Persistent Systems

  Jul 2020 - now

  Lead Consultant

  Projects: AGCO, Phonak, UNICEF Schweiz, Sika, HaefelySalesforce.com Business Analyst, Consultant & Project Manager, dealing with all aspects from project management, business process analysis, design, configuration, testing, training, rollout and support activities.