SUMMARY:

Versatile professional with extensive experience delivering solutions for solving complex business & technical problems for Fortune 100 to start - up firms. Possessing solid Big Five, boutique consulting & corporate experience. Strong program/project management & relationship building skills have resulted in the implementation of effective solutions with measurable results both domestically & internationally. Effectively transforming business objectives into reality by building successful multi-functional & multi-geographical teams, maintaining budget & timeline, in agile & waterfall settings.

CORE COMPETENCIES:

• Program & Project Management
• Strategic & Tactical Planning
• Customer Relationship Management (CRM)
• Business Process Optimization
• Leadership & Team Building
• Resource (internal & external) Management
• Business & Technology Liaison
• Change & Issue Management
• SDLC - Agile (Scrum, Lean), Waterfall
• Engagement & Customer Management
• Business Transformation
• Data Analysis, Modeling & Design

PROFESSIONAL EXPERIENCE:

Confidential

Managing Director

Responsibilities:

• Business Analysis for the enhancement of Salesforce.com Instance with the addition of the Retention department for a Healthcare Insurance provider including requirements, testing, implementation and support
• Extensive Business User interaction at all levels with management, IT development & architecture
• Real-time delivery in SFDC from Facets for Billing information and numerous integrations
• Global Stakeholder requirements gathering as pertaining to Global CRM Functionality and preparation of documentation, requirements and vendor recommendations.
• Business analysis, evaluation and reboot of a Salesforce.com CRM program. Assessment and design of revamped SFDC instance for a wealth management company working with client resources, and 3rd party vendors to execute the business goal of streamlining, simplifying and enhancing a highly customized system.
• Project management for SFDC enhancement projects ($3M+) including business analysis, detail assessment, road mapping, design, and customization to a highly modified SFDC Instance including 3rd party vendor evaluation and selection
• Concentrated interaction with PMO for status, budgetary tracking and documentation in a regulated environment
• Project management for the design, customization, configuration & implementation of SalesForce.com (SFDC) for a client with extensive integrations to backend systems with on & off shore resources (developers & testers)
• Drove requirements sessions, business & technical solutions designs & configuration of SFDC
• Project /engagement management, business analysis and technical lead for implementation
• Discovery, evaluation, selection, design, configuration, implementation and support of the Salesforce.com
• Program/project management for SFDC program including Sales and Service Cloud applications delivering business analysis, requirements definition, configuration, custom development through enhancement projects
• Project management for the business analysis, requirements, evaluation and selection for a CRM solution (SalesForce.com) for a global financial software client with extensive integration throughout the enterprise
• Drove business analysis, requirements sessions, documentation and Proof of Concepts
• Project management (staff included architects, developers, analysts, data specialists, testers) for the design, customization, configuration & implementation of SFDC for a global financial client with extensive integrations to backend and third party systems
• Drove requirements sessions, solutions design, configuration, customization and integration of SFDC
• Program management and support for establishing the Diabetes Alliance and the launch of the Tradjenta brand. Focusing on overall alliance governance, communication and coordination, program tracking and reporting, issue / risk management and mitigation, and process development across the Alliance
• Additionally areas include Speaker Bureau, Commercial Operations & Senior Management presentations
• Project management for the business analysis, requirements, project planning and proposal
• Project management for the design, customization, configuration & implementation of SalesForce.com for a global financial client including multi-language & multi-currency with an aggressive budget and schedule
• Drove requirements sessions, solutions design and development with on and off-shore resources architects, developers, configuration analysts, data specialists, & testers
• Project management for data migration from custom in-house systems to Siebel (CRM)
• Migration approach (design, cleansing, transformation, testing, validation), analysis (AS-IS, TO-BE, gap)
• Program management for process & technology projects - planning, assessment & selection of hardware & software, “As-Is” & “To-Be” flows & gap analysis, process engineering, requirements and change management
• Responsible for creation and implementation of work plans and deliverables, user relationship, resource management, testing, reporting, and management presentations from project charter to project closure
• Project Manager - SFDC Advanced Reporting and Analytics project (CRM)
• Ran requirements/interview sessions, business case creation, evaluation & selection recommendations
• Project/Engagement management for new state of the art lottery system
• Drove research, analysis & design efforts including RFI, RFP documents and contractual specifications
• Program manager for market research, operations and facility design for entertainment/casino complex
• Researched and created analysis, requirements (physical & technical systems), alternatives & recommendations
• Project manager for Sales Incentive Compensation system’s processes and data flows (SFA/CRM)
• Performed process and technology analysis (“AS-IS”, “To-Be”, gap, SOPs, process/data requirements, plan
• Responsible for SOW, WBS, communications, process re-engineering, documentation and presentations
• Project manager creating SDLC methodology/processes for offshore consulting model
• Drove onshore/offshore resources for the creation of tools and processes for system development & QA
• Project manager for process, specifications, development and testing of a SOX tool
• Directed offshore development and QA resources (internal and external resources in multiple locations)
• Provided project management, process analysis/engineering, business / technical / operational evaluations & assessments, requirements definition, change management, quality control, organizational roles / structure

Confidential

Director IT

Responsibilities:

• Provided project/program management, analyzed & selected, designed & developed, tested & deployed a custom multi-national real-time SFA/CRM system & processes involving multiple lines of business
• Drove process engineering, data analysis/flows, business and operational requirements & success metrics
• Designed and configured SalesForce.com system - managing internal and external resources
• Increased sales, time savings and customer service while reducing credit memos by 50%
• Investigated, designed, and tested alternative business systems for USA & Canada (CRM)
• Championed requirements definition, design, success metrics, pilot, solution selection and acquisition
• New system implemented across Canadian region increased lead accuracy, timeliness and sales
• Responsible for project planning, execution, process re-engineering, change management, etc.
• Championed data cleansing with Credit, Operations, and Sales leadership (CRM)
• Ran analysis, solution design, process and workflow creation, system execution, QA & documentation
• De-duped, merged and inactivated over 40% of records, reducing billing errors and increasing collections
• Increase customer experience with reduced errors and increases accuracy and customer knowledge

Confidential

Manager

Responsibilities:

• Assembled, tested, deployed and managed $20 million global, client-service delivery vehicle embodying BearingPoint/ Confidential methodologies including training 100+ international consultants
• Salvage a $15 million custom e-billing (claims) project for a major healthcare provider
• Aggressively drove design, requirements gathering, development, metric setting & tracking, and testing for web front-end (Agile), middleware and backend (RUP) capabilities via strong SDLC methodology
• Revamped PMO, reporting structures and procedures as lead member of the PMO team
• Oversaw the infrastructure, design, development and integration groups with staff exceeding 45 (on & off shore)
• Drove gap and root cause analysis, issue/risk mitigation management, quality control and integration
• Executed first on time deliverable in first 6 weeks, delivering remaining deadlines on schedule
• Drove completion of Voice/Web Portal (CRM - Contact) business/technical requirements, and recommendations,
• Emergency recommendations were successfully implemented and urgent risk exposure eliminated.
• Delivered CRM 1:1 marketing strategy and assessment initiative with recommendations to organization’s approach, technologies, business processes, requirements, metrics, synergies and HIPPA compliance
• Completed CRM assessment and business case
• Member of special SWAT team that rescued an e-strategy project for major steel producer in Brazil

Confidential

VP of Product Development

Responsibilities:

• Built, tested, and deployed high-performance organization
• CRM database personalization processes, operations controls and security, technologies and capabilities
• Championed headquarter relocation with zero interruption in service levels
• Enhanced infrastructure hardware, software, network, security/access control, and telecommunications capabilities by over 200%, while improving operational availability and reliability to 99.95%
• Established processes and controls
• System Development Life Cycle (SDLC) methodologies, policies and controls, success metrics
• Baseline and real-time control of marketing dollars and risk exposure in closed-loop marketing environment

Confidential

Manager

Responsibilities:

• Analyzed, designed and implemented multi-year, multi-million dollar SFA/CRM system.