I help teams turn messy workflows into clear, scalable operating systems.
I'm Jay Steele — a process-first Business Analyst and CRM consultant based in Bloomington, IN. I spend my time understanding how work actually happens across people, systems, data, and operations, then turning workflow friction, ownership gaps, and reporting problems into practical improvements.
Where this comes from
I spent over three and a half years at Progress Residential, moving from Business Application Analyst into Technical Systems Analyst and then Operational Efficiency Analyst — working across Salesforce Service Cloud, case management, and workflow improvement. Partway through my time there, I took over a Salesforce case transformation project after the original owner left, and drove it to completion — the same project behind the HOA Violation Workflow case study on this site. That work improved operational efficiency by roughly 20% across the workflows involved.
Before that, I spent over seven years at Indiana University Bloomington across Business Analyst, Product Manager, and Data Manager roles — the long internal foundation where I first learned requirements gathering, process mapping, and stakeholder alignment.
Earlier still, I worked in customer-facing financial services as a Customer Relationship Team Lead at Regions Bank, in a high-volume, process-consistency-driven environment. That's where I built the habits — accuracy, follow-through, client service — that still shape how I approach every engagement today.
I'm also currently working toward my Lean Six Sigma Yellow Belt, which fits naturally with how I already work: understand the current process, find the root cause, cut waste, and make improvements that the people actually doing the work can use.
I hold a B.S. in Business from Indiana University Bloomington.
Certifications
- Salesforce Certified Platform Administrator
- Salesforce Certified Business Analyst
- Salesforce Certified Platform Foundations
- Certified GPT Specialist
- CompTIA Project+
- Trailhead Triple Star Ranger — 372 badges, 150,000+ points
- Lean Six Sigma Yellow Belt (in progress)
Process-first, not tool-first
I don't jump straight to a technical build. The work starts with clarifying the work itself — ownership, handoffs, data, decision points, exceptions, and the outcome you actually need. Only then does it move into requirements, roadmaps, process improvements, reporting clarity, automation, or implementation support.