Technology Executive Customer Information Systems

CRM MDM BI/Data Warehouse

Multi-disciplined executive with over 20 years of business and technology experience including deep IT architecture and management expertise in large-scale system implementations. A recognized technology thought leader skilled in consistently driving strategic direction to gain customer satisfaction while achieving corporate goals. Proven ability to build, transform and coach highly effective technology teams that deliver results. Well respected by peer network and other key stakeholders for capacity to resolve problems while maintaining strong value focus. Expert in understanding and managing to process as well as driving necessary process engineering to improve efficiency and effectiveness.

Core Competencies

Executive Summary Achievements

Confidential

Promoted to build a new application and create new application team from the ground up to support efforts of the first CRM / MDM application for Customer Data at T-Mobile budget of 20M . Hold accountability for Architecture Analysis and Data Governance for the Customer Hub/Seibel CRM Oracle and Customer Revenue/Billing Development Teams within IT. Oversee staff in providing development, maintenance, support and enhancement services for T-Mobile applications that support critical business functions, either developed or packaged solutions requiring combination of development and configuration. Lead team of 15 Senior Architects and Systems Analysts. Key applications supported by team include: Oracle Customer Hub, Activity Hub, Sales Hub, Marketing Hub, Privacy Hub and Data Quality with Sun Solaris AIX Infrastructure and Oracle 10g on IBM Hardware P5s Hardware. Managed teams of up to 60 during tenure.

Confidential

Developed program

• Presented program each year at VP Review/Executive Steering Committee meetings and secured funding and plan for three consecutive years 20M
• Served as leadership point of contact with Enterprise Program Office who owns the Project Manager Organization

Confidential

• Application scope/size has doubled since first deployment in 2011, with application supporting all customer contact information and handset upgrades, with customer identification process planned for all new customers
• Consolidated customer information from 15 systems in real-time to be provided to the front line
• Created golden copy for customer attributes and transactions emails and other contact information
• Negotiated both software and hardware license deals for application

Confidential

• provide a real-time, one-stop shop for customer data while offering more current and accurate customer information, campaign management, BI/data warehouse, commissions and middleware.
• Enabled Marketing and Channel Management to target customers more efficiently by providing email addresses, relevant customer information and opt-out/Privacy Information to create DNC list.
• Streamlined ability for Customer Care Representatives and Retail systems to gather comprehensive and consistent customer profile information by providing wide range of customer attributes that build profile such as demographic information, customer contact information and marketing opt-in information.
• Played key role in guiding department to support over 20 major projects during the past several years, with all projects delivered on time, within budget and with minimal or zero defects. Leveraged projects to promote and establish Customer Hub as core application for T-Mobile. Projects include:
• ISIS Mobile Credit Card/Wallet, Handset/Device Upgrade and calculation of tenure information pairing and locking project to assist with fraud detection and collection of customer contact information in centralized location
• Realized Customer Hub response time improvement of 60 and a 17 savings in architecture staffing by continually leading system performance tuning.
• Selected to lead Architecture team responsible for integrating during preapproval process of AT T acquisition/merger. Served as senior Leader in charge of team tasked with analyzing over 300 systems inside T-Mobile before devising solution for how to go live on day one of the merged company.
• Leveraged Customer Hub to determine whether customer was AT T or T-Mobile via a company identifier.
• Guided team in architectural decisions, working with both experts at T-Mobile and AT T transition team to determine if customers were needed to be held separate or integrated, along with which systems to be used.

Confidential

• Charged with building better/stronger architecture process around information management where little to none existed previously. Hired team of highly-qualified architects and developed true architecture competency around data warehousing and led development team in full execution. Responsible for configuration of EDW systems and creating new data services/applications via EDW platform/technology stack for customer use. Coordinate resource management for architecture teams and administer budgets.
• Successfully established best practices for ongoing Information Management projects utilizing existing team of four architects while expanding and organizing full data-warehousing architecture team with all DW architecture domains.
• Maintained high levels of productivity during growth of area including oversight for three added functions Data Quality, Data Analysis and Configuration Management and addition of 16 staff members and three line managers.
• Drove consistency in data and certified corporate data definitions by instituting Business Data Modeling techniques to lead and educate the company into Data Governance program and ownership of their data.