SUMMARY:

• Multifaceted technical career with extensive track record of innovation and success
• Technically sophisticated, results - focused Project and Engagement Manager with proven success identifying client needs and implementing innovative solutions to optimize operational performance.
• Exceptional organization and resource management skills; demonstrated ability to deliver top-quality performance and ensure project completion within established time and budgetary constraints.
• Excellent communicator with talent for collaborating effectively with team members, executive leadership, and key stakeholders at all levels.

CORE COMPETENCIES:

• Full Life Cycle Project Management
• Systems Launch / Implementation
• Process Improvement Initiatives
• Client Relationship Management
• Software Selection / Best of Breed Solutions
• Solution Architect / Business Transformation
• Strategy Assessments / Roadmapping
• CRM Implementation / Engagements
• User Training and Technical Support
• Change Management /Business Alignment

PROFESSIONAL EXPERIENCE:

Confidential, Frisco, TX

Program Manager/Agile Coach

Responsibilities:

• Helped develop the IT roadmap for Information security created agile project charter for team, project plan/sprint plan, and implemented best practices for team
• Managed concurrently 5 project teams and 1 agile team
• Enforced project discipline on project teams and mentored them on best practices
• Developed agile training for team, and conducted training for information security personnel
• Managed the implementation of Cylance, Symantec PGP, and PCI compliance for the information security team

Confidential, New York, NY

Manager

Responsibilities:

• Led a team to provide ongoing digital transformation services specific to sales enablement, enterprise content management, collaboration, and portals for one of the world largest financial newspapers
• Created a project charter, developed a project plan for over 65 project resources around the world, developed a phased roll out delivery plan, and successfully executed the plan
• Worked with business analysts as scrum master/PM to help facilitate requirement elaboration and log them into Jira
• Developed a risk register and risk mitigation plan, change log and change control process
• Successfully delivered Salesforce Sales cloud portal with custom ecommerce engine to the business
• Led a team of experience strategists and technology experts to assess the current state (people, process, and technology) and build an implementation plan to achieve the client's strategic goals for a global real estate and leasing company.
• Using a combination of interviews, experience workshops, and working sessions we identified 2 dozen potential areas of improvement and built a roadmap to help provide a way for the company to live with the new system in 6 months.
• Developed a deal optimization program to maximize yield per sq. foot on deal opportunities
• Created a central repository for lease documentation and allowed for drag and drop legal clauses for ad-hoc lease documentation 1-offs.
• Utilizing Salesforce CPQ, created a deal repository for all tenant and leases agreements, with business rules engine and workflows to enforce business policies
• Conducted human capital assessment to address cost impacts, resources and skill sets, gaps and dependencies, and cross-project milestones.
• Managed a team of 24 project resources for a national wide recycling company and help implement salesforce.com sales cloud for 3 call centers and 8 lines of business. Wore 3 different roles while on this engagement:
• Business lead - worked with business to capture and refine requirements using user stories and epic elaboration.
• Project manager - Developed project plan, risk register, and change control process, conducted JAD session with business SMEs and tech leaders, facilitated alignment meeting with key stakeholders
• Testing manager - Authored a testing plan and strategy, hired testing resources, and developed testing meeting cadence. Team successfully executed over 1000 test scripts including negative testing, regression testing, and integration testing.
• Mentored and coached salesforce.com delivery team and was the scrum master for a major healthcare provider
• Led strategic release planning and tactical iteration planning sessions
• Conducted daily stand-ups in two-week iterations, facilitated sprint reviews, retrospectives, and sprint planning
• Communicated and presented weekly updates to stakeholders and program managers
• Coordinated software development with product and marketing groups to ensure feature release based on manufacturing commitments
• Developed the roadmap for all teams to evolve toward predictive velocities

Confidential, Fort Worth, TX

CRM Program Manager

Responsibilities:

• Managed a team of 167 IT professionals with 10 direct reports.
• Managed a program budget of over 10 million
• Responsible for the evaluation, hiring, training, and mentoring of over in the department
• Departmental agile team leader and agile coach for project teams
• Removes project obstacles for project teams
• Primary responsible for strategic planning and execution of sales/premium services/customer relations projects/social media projects
• Primary delivery owner of project teams
• Primary Interface for IT vendors
• Assists with vendor contracts (MSA, SOW) and negotiations
• Owner of the agile cycle for COE teams
• Escalation point for product owners with project teams
• Arbitrates disputes between project and business teams
• Research and suggest emerging technologies that may benefit the business unit
• Ensure project teams are following organizational development and infrastructure standards
• Developed best practices to organize the department to utilize the Siebel application for multiple project teams

Confidential, Santa Clara, CA

Regional Director / Engagement Manager / Project Manager

Responsibilities:

• Successfully implemented CRM on Demand with integrations to EBS and Eloqua, aligning project scope with strategic business objectives.
• Managed a project budget of over 2 million and 30 people
• Effectively deployed more than 1000 users to CRM on Demand within established time and budgetary constraints; created post-support plan to assist Active Network clients / internal users.
• Directed global application design, overseeing customer hierarchy, data security, and seamless integration into group systems.
• Maintained the customer’s existing revenue spend and strategically up sell additional 1 million in professional services.
• Developed optimal project plans and created in-depth testing scenarios and SIT test scripts.
• Implemented and advanced a wide range of program management processes and disciplines in areas of program scheduling, quality control, communications, resource coordination, cost management, risk / issue mitigation, and process improvement.
• Led project team to implement world-class calendaring solution designed to streamline appointment schedule process for call center agents and affiliate stores.
• Defined standard business processes and solutions while accounting for region-specific differences.
• Developed strategy for closed loop marketing - based upon business need to understand where customer demand is coming from

Confidential, Dallas, TX

Engagement Manager / Project Manager

Responsibilities:

• Led a Major homebuilder to successfully solicit, investigate, and select system integrators and a package vendor for their new call center and customer management tool.
• Directed implementation of system-wide integrations for leading home builder to optimize resource management and enhance business performance.
• Conducted order to cash analysis, and recommended customer centric solutions for company’s “cash register” business process
• Facilitated meeting with client to help educate them on package and system integrators differentiators
• Supported United Airlines transition from legacy contact support system to Siebel 8.0 contact center.
• Led business requirement review, gathered state requirements, and developed future flow.
• Spearheaded creation of joint application design (JAD) workshop plan.
• Championed completion of functional design documents; owned and created two functional design documents for client critical business processes (Outbound Correspondence and Compensation Fulfillment).
• Served as Engagement Manager for strategic marketing assessment project, evaluating multiple customer databases and developing devise a strategic plan and roadmap for improved client intimacy.
• Developed a 3 year strategic roadmap to grow customer intimacy
• Developed ROI on capital investment, identified costs, tangible benefits, and intangible benefits of strategic plan
• Developed marketing plan to best utilize existing database to and to build campaigns to go after unutilized customer segments
• Aligned business stakeholders on company goals
• Developed business and IT recommendations to better align company goals with current business processes
• Led a project team to successfully implement a business transformation and change management project with salesforce.com
• Established Project Management Office at client site
• Interacted with project team members to produce reports that illustrate the status and progress being made on project dependencies, milestones and deliverables
• Maintained project management documentation including project work plan, issues log, risk log and change control
• Administered project management discussions with client and team members to facilitate collaboration around project issues and risk
• Assisted management with executive presentations to keep senior leadership aware of progress, decisions and sponsor needs for the project

Confidential, Dallas, TX

Project Manager / Senior Business Manager

Responsibilities:

• Managed Anheuser-Busch transition from legacy contact support system to Siebel 7.8 call center.
• As lead business analyst, led sales center site assessments, developed fit gap analysis, identified organizational needs, and oversaw prototype design and strategic implementation.
• Effectively oversaw all project phases including inception, requirements gathering, solution design, production roll out, and training.
• Developed recommendation and roadmap for call center; created transition plan.
• Led development of Inovis data stewardship program, identifying redundant data, duplicate records, incompatible interface, and poor data capture processes; performed application synchronization.
• Created data quality standards and data hygiene practices to support quality data collection.
• Identified CRM needs for Holland America Cruise Lines, recommending hardware, software, networking, and deployment solutions to optimize call center, service, sales and marketing, travel and transportation, business intelligence, and data warehouse operations.
• As solution architect and senior business analyst, identified data sources, prepared roadmap for Siebel CRM implementation, determined user base, created fit gap documentation, supported thought leadership, and provided ROI forecasts.
• Conducted JAD sessions and interviewed SMEs; identified non-compliance issues and redesigned business processes to ensure SOX compliance.
• Led team of developers to create customer facing portal for doctors and nurses of Medtronic to register for training on advanced medical devices.
• Gathered requirements for Siebel Remote and Siebel eMedical, developed marketing plan, identified processes needed for going live, created data map between applications, designed and documented Siebel workflow, and configured Siebel to match user roles.
• Performed comprehensive gap analysis / assessment between existing applications and new business requirements.
• Directed development of personalization tool for Ritz-Carlton to support customer care programs, identifying key requirements, creating standards for data duplication, mapping use cases and business processes, designing user interfaces, and providing thought leadership.
• Configured Siebel 7.7 organizational hierarchy to match customer business structure.
• Successfully gathered requirements for a simultaneous world-wide deployment of Siebel Call Center 7.7 for Ritz-Carlton.
• Successfully managed implementation of Siebel 7.5 eTelecom transition for Verio call center, leading team to conduct solution definition, solution design, deployment planning, and pilot design / execution.
• Identified key requirements, mapped business functions, created Siebel campaigns, conducted JAD sessions, supported quality assurance initiatives, and performed gap analysis.
• Championed development and release of Parago billing system, identifying business needs, collaborating with user groups to optimize processes, advancing quality control standards, and supporting roll out.
• Partnered with internal developers, facilitating software design to fit user / business requirements.
• Provided functional business analysis for nationwide medical billing unification project for US Veteran’s Administration, gathering software requirements, collaborating with stakeholders, and analyzing design documents; designed account structure for hospitals, GPOs, and IDNs.
• Effectively created and implemented Indus Software integration, developing customer facing solution; customized Siebel and Lotus notes to closely match software development cycle.
• Developed system requirements and technical architecture; mapped business process.
• Created test cases for system and user acceptance training (UAT).

Confidential, Dallas, TX

Senior Business Analyst

Responsibilities:

• Designed a multi-divisional business process to handle customer requests for information. Upon proof of concept, developed an automated tool using Siebel field service and Siebel assignment manager to handle incoming customer request and route them to the appropriate technical engineer based on workload, availability, or job ticket, etc.
• Customized and configured Siebel to match customer expectations and business requirements using Siebel 2000 developer tools. Modified Siebel screens, view, and applets and related business objects. Developed and designed Siebel workflow and assignment manager to handle complex business requirements for the AS-IS and TO-BE business process. Upgraded to Siebel 7 upon completion.
• Participated in global task force to identify business inefficiencies and facilitate business linkage points between CRM and fulfillment. Modeled the business processes on Microsoft Visio and conducted analysis of break points on process. Organized meetings with business owners and subject matter experts to find solutions for break points.