SUMMARY:

• Certified PMP, highly successful in directing Global, cross - functional teams of technical and business experts through all project phases in SDLC software development, full business Contact Center implementations, CRM & Telephony deployments, Knowledge & Content Management, PHI and Regulatory compliance and other areas. Highly skilled in Healthcare, Disease Management, Biotechnology and High Technology disciplines and industries.
• Results-oriented Operations Leader with a unique set of skills and solid business insight with the ability to ascertain and analyze needs, forecast goals, streamline operations, and envision and deploy new program concepts. Over two decades leading and developing sales, services, call center and IT operations groups, recognized for successful business tactics and strategies, demonstrating management expertise while implementing initiatives to meet company objectives and contributing to bottom line. Proficient in the management of a diverse range of departments, professionals, and programs. Adept at setting and achieving high standards of quality.
• Strategy and Execution - Ability to drive SDLC and all project phases in the discovery, strategy, design and execution of multi-million dollar projects on a global level in Healthcare, Biotechnology, Diversified Retail, Publishing, High Technology industries.
• Cross functional Team Leadership - Skilled in creating and leading diverse, international teams through complex projects and initiatives. Consensus builder and leader through action.
• Customer Engagement Systems Analysis & Design: Substantial BA work and a CSAT focused expertise in the analysis of business requirements and the selection, development and deployment of customer engagement technology processes, procedures and human resources.
• Customer Driven Management - 20+ years experience in customer-facing management positions managing diverse and global teams in operations, sales and services. Board Room, Focus Group and Factory Floor presentation skills.

PROFESSIONAL EXPERIENCE:

Confidential, Westborough, MA

Senior Project Manager

Responsibilities:

• Healthways and partner Altran launched a 4-year agreement with France's Caisse Nationale d'Assurance Maladie des Travailleurs Salariés (CNAMTS) to improve the well-being of its diabetes Confidential ts across France. In, coverage will expand to Confidential ts with other chronic diseases. Acting as the Lead Project Manager for technology,
• I have beenimplementing a Medical Contact Center solution for the CNAMTS,driving the design, development, testing and deployment of the EMBRACE predictive-modeling and Confidential t CRM tool, Vicidial and Asterisk telephony for the Contact Center and a proprietary Knowledge Portal and knowledge base to be used by members and the RN staffed call centers.

Confidential, Shrewsbury, MA

Senior Project Manager

Responsibilities:

• Managing four BSAs and Technical Leads to deploy enterprise systems including Microsoft Dynamics CRM, Aspect Communications Seamless Customer Service & Unified IP (ACD/IVR/WFM/AQM) and eGain CIM Knowledge Management.
• Worked in partnership with Finance, Legal, Compliance and Customer Service to develop key integration between State legacy systems, 3rd party POS and all call center and vendor systems while maintaining PHI, HIPPA and PCI compliance.

Confidential

Interim Director

Responsibilities:

• Drove needs Business Analysis and needs assessments for on-boarding Locals into the SSO. Developed SOPs for managing Member interactions. Created Job Descriptions for key Contact Center Management positions and held interviews for permanent operational staff.
• Project Management responsibilities include facility floor and space design, creation and delivery of Member Services business requirements and functional Dynamics CRM design.

Confidential, Cambridge, MA

Project Manager, Global Technology Services

Responsibilities:

• MA Privacy Reg. 201 CMR 17.00 Compliance. Data In Motion compliance with new privacy regulations. Identify violations in systems, applications, data storage and feeds & manual processes and develop, validate and implement mitigation strategies and solutions to bring events and processes into compliance.

Confidential, Framingham, MA

Project Manager

Responsibilities:

• PCI Compliance. PM responsibility for compliance project focusing on Customer Service Data At Rest/Data In Motion exposure. Identify customer-interfacing applications, data feeds and ecommerce portals and websites; develop/identify compliance strategies & third-party data security vendors; Test and implement mitigation strategies and data cleansing/masking processes to establish compliance or provide exclusion documentation.

Confidential, Maynard MA

Project Manager & Lead Business Analyst, Media Alliances

Responsibilities:

• As Lead Business Analyst, presented Monster’s New Media Alliances program to the client newspapers and drove design and development of 57 co-branded websites, SharePoint portals & integrated E-Commerce processes over a 12 month period. Co-branded programs include the Philadelphia Inquirer/Monster, Boston.com/Monster, New York Times/Monster, and many other dailies.
• Responsible for all phases of project management for each partner as well as involved with pre-sales and pre-installation assistance. Developed SharePoint pages and sites for each partnership to ensure effective document management procedures

Confidential, Smithfield, RI

Project Manager, Merger & Acquisition Integration

Responsibilities:

• For Biotech Medical Device firm, oversaw the physical integration of data, process and inventory within multi-company merger involving FDA and ISO . Contributed to the development of more efficient Customer Service and supply chain practices

Confidential, Ashland MA

Manager/Director of Delivery Services Operations

Responsibilities:

• Impacted Client Acquisition by acting as the Technical Sales Engineer and primary RFP response writer. Maximized Call Center efficiencies and Customer Satisfaction through managing the complete refurbishment of the corporate LAN and telephony systems. Proposed and executed on a Disaster Recovery / Business Continuity Plan. Writing, testing and implementing a corporate Disaster Recovery/Business Continuity plan incorporating all aspects of Disaster Recovery including strategy, BIA, Plan, & testing.

Confidential, Waltham, MA

General Manager

Responsibilities:

• General Management / Site Management for multi-site call centers supporting the New York Times & Boston Globe home delivery fulfillment.
• Greatly expanded New Client Development through building a $2.5M Call Center site expansion adding 200 seats to existing call center completing the center under budget and within 120 days. Lowered attrition rates and improved career development by establishing an on-site organization for the Sales and Service programs.

Confidential, Cambridge, MA

Director of Worldwide Inside Sales & Sales Operations

Responsibilities:

• Increased sales and lead quality by developing and leading a global team of 60 Inside Sales reps providing pre-sales support and deal closures with F500 firms. Developed a Sales & “Boot Camp” cutting traditional learning curves & ramp-up by as much as 50%. Established sales operations (infrastructure, CRM tools, ) in the Americas, Europe, Asia and Australia. PM and primary strategist for worldwide implementation of SalesLogix in eight countries and its integration with other ERP systems including Oracle Financials and Applix.

Confidential, New York, NY

Director of Direct & Channel Sales

Responsibilities:

• Increased revenue through direct and channel sales developing and leading a 7 person group into a 40-rep sales force for a leading legal publishing firm surpassing sales goals consistently year-to-year. Self-developed a sales force management and territory analytics system to drive greater territorial and account expansions.

Confidential, Cambridge, MA

Global Production and Fulfillment Manager

Responsibilities:

• Assisted in driving sales from $3M - $9M in three years by developing a worldwide Supply Chain manufacturing & distribution program including partners in the US, Canada and Ireland. Responsible for MRP and JIT manufacturing processes as well global fulfillment and distribution. Contributed to successful IPO.

Confidential, Boston, MA

Account Sales / Call Center Management

Responsibilities:

• Various Call Center Management and Account Sales Director roles over eight years with leading legal and tax publisher. Responsible for P/L, hiring,, product development.