SUMMARY:

• As an executive leader, I have a rare combination of the skills and expertise necessary to drive a successful business from the technology and business strategy area.
• I have had the opportunity to work with several companies and successfully achieve their business goals from both IT and business strategy platforms.
• Your requirements for this role are very closely aligned to my skills and performance history. A few high level areas to draw your attention to are
• National expert on maximizing CRM platform investments. This includes portfolio prioritization management within functional areas and business leadership.Trained/experienced managing platforms including: Microsoft CRM
• Dynamics/Salesforce.com/CRMOndemand/Siebel/others.High traffic/mission critical environments including support of 12000+ internal users and customer contact traffic exceeding 126000 unique daily visitors.B2C expert with more than 6.6 Million consumer records.
• Direct management of 650 seat call center operation including international (BPO).Expert in 360 degree customer focus (Sales Automation,
• Marketing, Service, Onboarding/Offboarding).7+ years of developing business and customer journey and long term plans.Unparalleled success implementing and building multi - year/horizon roadmaps.
• Master bridging the gap between IT groups and business functional experts and leadership.
• Pioneer in many CRM system “firsts” including realtime linking to DataWarehouse information.Agile and SAFe (Scaled Agile Framework) certified and certified instructor.

PROFESSIONAL EXPERIENCE:

Senior Vice President

Confidential

Responsibilities:

• Independent Corporation startup to operations of 35% of Santander Consumers core performing business in 6 months. Currently performing services on 80%.
• Oversaw international subsidiary startup with limited budget and personnel.
• Security, governance and regulatory compliance.
• SLA establishment, monitoring, and remediation plans for SCI and 3rd party service providers.
• Strategic planning for offshore call center build-outs, moves, and other milestones.
• Business strategy including staffing models, volume forecasting, and re-engineering.
• Call center/CRM performance responsibilities including HR/IT/Ops/Compliance/Legal.

Managing Director Enterprise Programs

Confidential, Dallas TX

Responsibilities:

• Created quick response to build program to address DOJ (SCRA) complaint/fines. Responsible for $10MM remediation and compliance projects.
• Establish policy and protocols to stay within OCC/CCAR/SCRA/TCPA/Card Act/FDCPA/Dodd-Frank/FACT A/other regulator guidelines.
• Coordinate Financial and Operational Risk Management team creation/integration (300+ employees).
• International holding company and publicly traded corporation operations management.
• Internal/External audit coordination in a banking/regulatory framework.
• 18MM consumer Data Warehouse integration and linking to regulated banking products.
• Product development/oversight with FI products (Mortgage, Auto, Unsecure)

Consultant / Founder

Confidential, Lake worth FL

Responsibilities:

• Architected Marketing Data Governance roadmap, framework, and implementation
• Created and implemented CEM/CRM marketing strategic roadmap
• Marketing Data Warehouse project management, re-engineering and integration
• Application of industry best practices
• Solution delivery in complex highly regulated industry
• Achieved $2.5MM savings in project budget through strategic approach
• Salvaged struggling multi-million-dollar project
• Identified $70K per month in project budget savings during first 60 days of engagement
• Royal Caribbean International - 17% world cruise market share - 7.96 Billion revenue managed $14.2MM 24 month Customer Engagement Management (CRM Marketing) project - Managed over 150 individual contributors’ efforts in project success
• Small Business Financial Exchange - $7.2MM 18+ month Financial exchange/data warehouse project - Managed 280 financial services institutions - Managing timelines and all deliverables for 7 distinct companies include those with competing objectives
• MTN Satellite - Data Warehouse design to capture business intelligence - First metric driven dashboard for usage and plan adherence - Business Process Management across customer lifecycle
• Confidential National Alarm/Automation Provider - Project management for successful 12 month/$4.2MM marketing automation system integration

Director

Confidential, Boca Raton FL

Responsibilities:

• Business case for three year $4MM CRM project combing sales/customer support for 2000 users
• Successfully delivered CRM/Customer Service consolidation on time and under budget
• Introduced products/technologies that allow flexible staffing options for high growth periods
• Increased sales team adherence from 64% to 96%
• Key transition team member of $4.1 Billion acquisition of ChoicePoint
• Leader during implementation with Salesforce.com / CRMOndemand, Eloqua, Oracle Analytics, Siperian, and Data Warehouse integration
• Cloud Services for customers and for internal use
• Introduced practical implementation of software SDLC to Confidential
• Master Data Management pioneer
• Product and platform development and architecture
• Constructed application development teams from 5-50 team members
• Data Warehouse/Decision support
• Profitability assessments and contribution to business development

Chief Technology Officer

Confidential, Lake Worth FL

Responsibilities:

• Business cases/profit models
• E-commerce/shopping cart
• Hardware/platform decisions/development/implementation
• Offshore/Onshore development resource management
• Re-engineered social network platform in under four months
• Utilized Linux/LAMP Ruby on Rails framework with C, ASP.Net/Ajax services and visual components
• Pioneered innovative social network platform
• Business development and business lifecycle management

Director

Confidential

Responsibilities:

• Successfully Implemented $25MM multi-year/multi-phase Siebel CRM project where 60% of companies failed
• Responsible for $4MM annual budget
• Assembled object oriented development team from scratch (Java/VB/C++)
• E-commerce integration including legacy systems
• Created company first strategic roadmap
• Reduced call handling time with strategic enhancements increasing profitability
• Pioneered intelligent script integration with IBM data warehouse
• Personally architected approach to DB2 limitations that IBM reused with many fortune 500 companies
• Product development including profitability, retention, total cost of engagement models
• Innovative AS400 integration solution
• Pre-IPO and IPO management

Department Head Business Systems

Confidential

Responsibilities:

• Multi-million dollar technology evaluation and re-engineering project
• Key business strategy partner with collections operations staff
• Debt portfolio scoring/evaluation models
• Created 3 year horizon roadmap for technology with net positive business impacts
• Mission critical support for 1950 call center agents
• Oversaw support group including staff of fifteen
• Increased contact rate by 10% with new business strategies
• Responsible for $6MM annual budget
• Integration with Lawson ERP
• 3rd party collections industry with legal/compliance
• Early adopter with Microsoft SQL and Windows Cluster
• Sun/Informix database development/integration
• Lights-out systems with multi-layer redundancy

Network Services Manager

Confidential

Responsibilities:

• Call center capacity planning of 1200 agents over 8 domestic call centers
• Client reporting including SLA and KPI creation and management
• Engineering of seventeen site international multiprotocol voice/data network
• Pioneered automated reporting for external clients including digital delivery
• Introduced WAN/remote access to mainframe resources
• Groundbreaking voice/IP (VOIP) integration 10 years before this went mainstream
• Direct responsibility for CRM/CTI/Dialer integrations/operations
• Responsible for $4MM annual budget
• Set company wide hardware/software standards
• Onshore/Offshore call centers
• Disaster recovery/continuity planning/operations/testing
• Technology roadmap including companies largest platform migration
• Contract negotiation responsibility with AT&T/IBM/Sprint/USWest (Qwest)/others