SUMMARY:

• To obtain a role as an operations professional with a focus on creating value by improving processes and implementing technology solutions to enhance customer satisfaction and improve ROI.

TECHNICAL SKILLS:

• Microsoft Office Suite
• Siebel
• SAP
• SalesForce.com Certified Administrator
• Oracle OnDemand
• BlueRoads

PROFESSIONAL EXPERIENCE:

CRM Systems Manager

Confidential

• Manage Global deployment and ongoing support for SalesForce.com platform
• Global IT lead responsible for evaluating business process and translating into system requirements
• Lead configuration and administrator of SalesForce.com
• Led global design and deployment of the Sales Force Automation project using SalesForce.com.

Principal Consultant

Confidential

• SolidWorks - Siebel Data Quality Analysis
• Conducted a data audit to assess the data quality on accounts within the Siebel database at SolidWorks. The result of the assessment identified the amount of data deficiencies related to accounts and created a baseline for measurement which included repeatable scripts to measure progress in ongoing cleansing efforts.
• Citrix Systems - SalesForce.com Lead Management Implementation
• Coordinated a program plan that combined business process and technical needs for the client. Managed the design, configuration and development work-streams for the implementation of the SalesForce.com platform (integrated with Market2Lead, Vantive and several custom applications).
• Led overall reporting effort for operational reporting and dashboards within SalesForce.com and Executive reporting through Microsoft Reporting Services.

Global Sales Operations

Confidential

• Channel lead to bring Salesforce.com PRM solution to Avaya’s global business which consolidates multiple systems and processes which will yield increased revenue and productivity.
• Consolidated global indirect sales operation results which enabled the ease of review for overall business assessment and operational improvement.
• Simplified access to necessary portal content for our global partners.

Partner Program Manager

Confidential

• Managed the operations for the Partner Program office where I was responsible for communication, training and result management.
• Realized global sales growth and increased partner training adoption.
• Global launch of Blue Roads to global partner community. Negotiated system changes with vendor to meet business needs.
• Centralized reporting to track and measure partner performance, enabling leadership team to accurately manage partners to their objectives.

IT Business Area Executive

Confidential

• Business liaison supporting the Avaya Sales organization by acting as an in house consultant and educating my customers on the impacts and options of their requests after assessing the requests against our current application portfolio. I supported new development, enhancement requests and defect resolutions.
• Managed the Siebel Suite of applications support through an outsourced development team to deliver key business driven enhancements.
• Managed North American the delivery of the BlueRoads opportunity management system which delivers sales leads to Avaya’s resellers. Designed the architecture to integrate with existing sales applications.
• Coordinated development between multiple organizations to deliver full electronic interchange with our largest distributor. Reduced headcount through automating this revenue stream.
• Managed SAP development requests in support of business continuity and enhancements, including SOX compliance where necessary. Led team of peers to resolve a system outage that saved $ 1M in revenue.

Sr. Manager Business Transformation

Confidential

• Accountable for driving Multi Channel distribution process initiatives; Identify requirements, obtain business alignment and work solutions through development.
• Siebel PRM - Global Deployment Leader
• Implemented new Partner Locator which reduced expense by eliminating multiple vendor contracts.
• Accelerated the special bid processes and reduced cost through simple automation.
• Improved partner satisfaction of the portal through redesign of interface and content management.
• Reduced helpdesk calls and support costs through redesign of single sign on application and processes.

Information Systems Manager

Confidential

• Led reseller channel initiates as the primary point of contact for Avaya systems and management of development and support teams. Identified requirements, obtained business alignment and work solution(s) through realization
• Deployment of Siebel eCommerce solution supporting US based distributors. Responsible for training and administration for system that supports a $50M revenue stream.
• Improved Market intelligence and revenue by implementing web application tool for partners to report their monthly sales.
• Designed new call routing and voice response options for our Call Center which improved agent routing efficiency and improved customer satisfaction.
• Managed equipment inventory and charge back process. Realized yearly cost savings of $ 250,000. Negotiated contracts and vendor selection for equipment procurement to reduce costs.
• Reduced on boarding time for internal sales employees through process improvements.
• Managed the development and deployment of an order-tracking system for the call center
• Improved market intelligence and centralized reporting by deploying a network database used for gathering data for yearly sales forecasting process and reporting.
• Partnered with Web development team to deliver partner locator tool and improved partner portal.

National Technology Manager

Confidential

• Supported the technical needs and data requirements of a four location 1500 seat Customer Care Centers where I focused on solutions that improved productivity, reduced operating expenses and provided data intelligence.
• Launched a management application which tracks monthly revenue, manages alerts, and tracks employee performance metrics. Bridged three groups to streamline provisioning which increased communications, customer satisfaction and reporting accuracy.
• Increased user productivity by integrating three programs into one consolidated desktop application.
• Designed Care Center file organization utilizing optical scanning and retrieval.
• Developed relational databases using Microsoft Access to centralize reporting.

Customer Support Manager

Confidential

• Supported the order, delivery & installation process for solution sales in the northeastern US.
• Coached a team of 24 union represented associates, including staffing and labor relations.
• Monitored an accounts receivable base of $800M on an annual basis. Managed to delinquency and write-offs targets.
• Managed transition of closing three separate business offices to centralized Customer Care Centers, realizing operational efficiencies through improved staffing model.