PROFESSIONAL SUMMARY:

• Intrapreneurial and hands on leader with career long history leading information technology (ERP) projects, business process improvement, and CRM (SAP & Salesforce) strategy assessments and initiatives.
• Exemplify solid analytical skills in identifying specific business needs and requirements to align operational processes with today’s fast changing environment.
• Leverage in depth expertise in formulating and implanting strategic plans based on project goals and objectives.
• Diverse industry experience, global focus, strong interpersonal skills with my ability to communicate effectively at multiple levels of an organization have enabled me to complete many successful project management engagements.
• Member of the PMO while managing the cost and schedule for several IT projects and have supervised global IT projects for small to large corporations with up to 20 people and budgets up to $15M.

KEY SKILLS:

• Wave Planning Methods
• Risk Management Processes and Analysis
• Requirements Analysis
• Global Team Leadership
• Agile Strategy and Methods
• Team Training/Development
• Cross - Functional Team Collaboration
• Shared Vision Communicator

ENGAGEMENT HISTORY:

Confidential

Project Manager

Responsibilities:

• Project was a large corporate acquisition. Major focus was on developing an SAP playbook to be used for future mergers & acquisitions to align with the corporate growth strategy.
• Conducted Design workshops to identify key GAPs. Created a requirements matrix along with a Fit/Gap analysis.
• Used client methodology to create PM structure (timeline, charter, blueprint, etc.)
• Developed close relationship between Accenture and client for accurate reporting and project metrics
• Responsible for resource planning and financial forecasts (internal & external, Capex & Opex)
• Implemented gate review processes with RACI Matrix

Program Manager

Confidential

Responsibilities:

• Stand up the PMO for overall governance (Scope change request, status and meeting structure/cadence, issue/risk escalation, assumptions log, dependency structure matrix (DSM), metrics, and deliverables)
• Assisted the client to establish tactical & strategic strategies for moving to HANA platform.
• Worked with analytics team to identify tasks for HANA design, data modeling, and reports development
• Responsible for integration of the cross-functional teams, planned/actual tracking, and financials

Project/Product Manager

Confidential

Responsibilities:

• Brought onboard to create a traceability matrix and roadmap for new CRM functionality (Customer Support, Renewals, and Customer Assets) in Acumatica (cloud based ERP)
• Worked with Salesforce cross-functional teams to improve the accuracy of forecasting and pipeline activity by designing enterprise data processes and policies
• Helped the Renewals Management team with finishing up CLM (Contract Lifecycle Management) implementation
• Aided Salesforce development team in simplifying overly engineered screens (Leads, Opportunities, Cases)
• Created the PM structure: project schedule, status, process flows, estimation matrix, and use cases

Project Manager/Management Consultant

Confidential

Responsibilities:

• Replaced current Project Manager to ensure client was successful in getting to the given go live date
• Controlled defects in Confidential through integration and user acceptance testing
• Managed the cutover plan for go live tasks
• Coordinated all Hypercare support activities for fixing defects and identifying enhancements
• Optimized call center processes along with increasing system performance and agent Inbox enhancements

Project Manager/Management Consultant

Confidential

Responsibilities:

• Working with executives to establish a CRM strategy to integrate with the strategic initiative of ‘Customer First’
• Created Agile Sprint tactical quick win scenarios for current environment
• Co-Lead business process improvement meetings for Sales (Kaizen event)
• Captured detailed requirements from all teams (Sales, Service, Marketing, Customer First) to create an RFP for new CRM cloud (SAP Cloud for Customer C4C or Salesforce) solution

Program/Project Manager

Confidential

Responsibilities:

• Project Scope was to get the client past a current failed implementation and redesign a new solution
• While a member of the PMO created the PM structure: project plan, status, process flows, configuration rationale, design documents
• Managed activities surrounding Confidential ’s, Data Conversion, Security, Configuration, and Integration
• Performed a requirements analysis for solution design around Accounts, Contacts, and Loyalty Management
• Created and executed testing scripts for integration testing and user acceptance testing

Management Consultant

Confidential

Responsibilities:

• Coordinated SAP IT design solution tasks for developing an Integration playbook to acquire new companies
• Member of Business Process improvement team to reduce key IT time to market processes
• Worked with the Data Governance team to assist with complex business processes

Management Consultant

Confidential

Responsibilities:

• Designed sales and marketing scenarios for a custom app to simplify and organize corporate and contact information

Management Consultant

Confidential

Responsibilities:

• Responsible for designing the architecture to integrate CRM with ECC to support OTC sales processes
• Created a position paper for CRM and ECC integration outlining options and recommendation’s
• Led workshops for user interface design to optimize and streamline customer sales processes
• Completed fit/gap analysis to focus on WRICEF development efforts and configuration scope

Confidential

Program Manager

Responsibilities:

• Project Scope was to perform a support package upgrade across a multi-system landscape
• Performed an Impact Analysis using specialized Fujitsu Fast Track Upgrade Estimator to determine processes, programs, and objects affected by support packages
• Accountable for monthly PM dashboards, project financials, and executive briefings
• While a member of the PMO developed a project plan to maintain overall milestones and to adhere to strict dependencies in the schedule
• Worked with the Global Process Owners (OTC,PTD, PTS, PTP, RTR) to develop and coordinate formalized testing
• Created a detailed cutover plan for activities performed by multiple teams across multiple systems
• Produced HyperCare support schedule with a priority based matrix to manage issues after Confidential with support levels

Program Manager

Confidential

Responsibilities:

• Project Scope was to design, build, and maintain a multi-dimensional order management system
• Member of Project Management Office (PMO) to oversee timeline, scope, testing, Confidential, and support
• Accountable for monthly PM dashboards, project financials, and executive briefings
• Increased project margin by 10% by optimizing resources and business process redesign
• Created extra revenue stream by developing a new SAP CRM sales solution utilizing the current environment
• Wave planning to in corporate multiple releases with HyperCare support levels and SLA’s

Confidential

Project Manager

Responsibilities:

• Project scope was Global Shared Services SAP CRM interaction center incorporating HR and IT Support
• Responsible for PM deliverables

Management Consultant

Confidential

Responsibilities:

• Worked with business executives to develop a CRM strategy to help understand what functionality and value CRM solutions can offer and how they apply specifically to their business model to increase brand awareness
• Created presentations for executive level meetings detailing the CRM benefits with key company initiatives

Management Consultant

Confidential

Responsibilities:

• Performed a system review and needs assessment for pre- Confidential SAP CRM environment.

Management Consultant

Confidential

Responsibilities:

• Performed a validation of clients release strategy as it relates to the roadmap for their SAP CRM implementation

Program/Project Manager

Confidential

Responsibilities:

• Project was a SAP CRM upgrade. Scope was service contracts, account and contact management.
• Assisted the client in preparing a comprehensive business case (for appropriations request) covering: WBS details, cost breakout, benefit details, benefit realization plan, and risk management.
• Worked with client to establish the project earned value metrics (% complete and milestones)

Management Consultant

Confidential

Responsibilities:

• Met client’s business stakeholders to review and analyze business processes to develop the project work effort

Project Manager

Confidential

Responsibilities:

• Project was an end to end SAP CRM system implementation. Scope was Sales Force Automation ( Confidential )
• Accountable for producing PM deliverables along with project financials

Management Consultant

Confidential

Responsibilities:

• Performed a fit gap analysis on a previously captured requirements traceability matrix
• Designed solution maps for to-be processes to align with overall project goals

Project Manager

Confidential

Responsibilities:

• SAP CRM implementation (end to end) industry solution for Higher Education. Scope was Student Lifecycle Admissions & Recruitment which included marketing, custom web applications, and complex master data.
• Responsible for PM Deliverables and financials

Management Consultant

Confidential

Responsibilities:

• Identified and recommended solutions to re-define marketing, sales and service business processes to maximize the installed Global SAP CRM solution.
• Lead a Confidential support team in Europe