CRM Consulting Manager / Internet Marketing Director

Achievement-focused CRM executive with a solid history of directing and implementing complex projects/programs on-time and within budget. Worked with various CRM products including Oracle's PeopleSoft FSCM, FMS, HCM, Oracle R12, Clarify eFrontOffice Suite, Microsoft Dynamics CRM 2011, SalesForce.com, and Oracle's Siebel 7.8 CRM. Experience includes working directly for CLARIFY, INC., a CRM software company. Record of success with Contact Centers and software development initiatives. Strong communicator with interpersonal and liaison capabilities to promote the winning vision by articulating Project Level of Effort. Utilized Microsoft Project and Agile Methodologies and a CRM Subject Matter Expert SME for over 15 years and Six Sigma Green Belt certified.

Industry Experience

Core Competencies

Packaged Software Experience

PROFESSIONAL EXPERIENCE

Confidential

CRM Functional Project Manager / Internet Marketing Director

Managed implementations with CRM projects and operational activities to successfully meet and exceed client priorities and requirements.

Confidential

• As Senior Project Manager, lead the Product Suite Adjustments project for Individual and Small Groups. Project Team consisted of 35 Business Analysts, Architects, and Configuration Informatics coders Medicare Enrollment Readiness and Claims.

Confidential

• As Internet Marketing Director, proposed, sold, designed and implemented MS Dynamics CRM 2011/2013 and eCommerce solutions to clients of CyberTron, Inc. in Atlanta, GA.

• Managed Oracle OTM / GTM Release 6.3 Global Transportation Management implementation for Bechman Coulter in Indianapolis, IN.
• Hired, lead, and implemented by overseeing large multi-functional teams and effectively coordinating / prioritizing operations to ensure that company goals were met. Utilized .NET and SQL Server platforms.

Confidential

As CRM Solutions Architect and Subject Matter Expert, conducted a CRM and Agency Management System assessment and vendor selection for the Sales and Service Platform for 17,000 State Farm insurance agencies nationwide. State Farm, Bloomington, IL.

• Vendor selection resulted in 5 proofs of concepts featuring: MS Dynamics CRM 4.0 NetSuite CRM SalesForce.com Applied Systems and Nexsure / Xdimensional.
• Drove Business Analysis, Requirements Sessions, Solutions Design, and POC documentation and configuration of SFDC.
• SalesForce.com was selected to become the full life cycle implementation within State Farm Insurance Company. The Force and Apex development tools were used to make changes to the SalesForce application to meet the requirements.
• Project Manager for the customization, configuration, and implementation of SalesForce.com with integrations to legacy systems. Manager the project from inception to implementation with 15 people including Functional and technical members.
• Managed Change Process and worked with Agile Methodology. Responsible for creating Project Plans, Reports, Risk Mitigation, and Stakeholder Management.

Confidential

• As Project Manager, conducted Oracle's Siebel Sales 7.8 CRM implementation for Business Week, a division of Standard and Poor's in New York City which consisted of two Contact Centers. Improved customer service by delivering an outstanding customer experience while helping reduce employee turnover rates in the center.
• Managed a team of Functional and Technical resources using Siebel Leads module to capture, migrate, and convert leads to opportunities along the sales funnel and onto closed sales.

Confidential

• As Project Manager managed Servers and Desktop Infrastructure to support a Microsoft Dynamics CRM, Version 3.0 implementation for Citizens Energy Corporation, Boston, MA, which included 5 outsourced contact centers. Identified opportunities to cross-sell and up-sell the customer. Implemented automated call back to eliminate the need for customers to wait on hold in the contact center.
• Managed outside Software Development Support and Hardware vendors to insure operations ran smoothly.

Confidential

As Project Manager managed an SAP CRM 2007 implementation at Colgate in New York, NY. Improved KPI's. Reduced cycle time to 1 day from 5 days for Vendor Managed Inventory Replenishment. Improved complete and on-time orders to 98 from 70 . Reduced inventory by 22 .

Confidential

As Testing Manager, coordinated interfaces for a 250 Million Oracle's PeopleSoft CRM project with Bearing Point for the Hawaiian Telcom Contact Center implementation at the Denver Technology Center in Denver, CO. This project included Oracle's PeopleSoft Financials and FSCM and had 400 Bearing Point employees and 100 contractors.

Confidential

• As Project Manager designed, developed, and implemented the solution that solved the client's problem by conducting material workflow analysis, and Business Process Re-Engineering for as-is and to-be quantitative analysis to determine optimal layouts after considering scenarios of a proposed addition to warehouse space to the enterprise and the relocation of shipping.
• Developed an optimal layout plan that affected the operation in terms of productivity and process flow within the facility. Provided an assessment of AIR-CON's, Erie, PA, operation to uncover opportunities related to operational efficiency, labor productivity, quality control, and customer service.

Confidential

• Enhanced GE's Customer Web Center to save, import, and export orders to / from Excel. Used Visio and PowerPoint for Six Sigma presentations.
• Designed and implemented the solution which used new screens and modified existing screens for PocketPC eServices application with WiFi on iPAQ's. Interfaced XML to EDI to meet Shortlines requirements.
• As a designated eCommerce Analyst, utilized Six Sigma Methodologies for Tollgate Reviews of Wireless eServices EDI Projects for GE Transportation Systems in Erie, PA.
• Confidential

As Chief Software Engineer designed the architecture and implemented the solution to the development of dynamic software to track and support clinical drug trials for Pharmaceutical firms with front end design on HP Tablet PC's using Microsoft Visual Studio .NET Framework IIS tools with Visual Basic .NET and C .NET with database design and development on MS SQL Server for a startup firm, eSourceDocumentation, Inc. in Erie, PA. Jira and Greenhopper was used to support and track Agile software development as a SCRUM Master. Posted clinical testing results with SharePoint for FDA auditors.

Confidential

As CRM Consultant, implemented a contracts module into AMDOCS Contact Center Clarify eFrontOffice for Lewtan Technologies, Inc. in Waltham, MA, which included Investment Accounting training, deals, asset classes, database co-marketing, budget types, and revenue recognition for a financial services eCommerce software firm.

Confidential

As Program Manager presented and implemented the solution to set up Global PMO Program Management Office and standardized Status Reporting and Project Planning methodologies within SPX Corporation, Horsham, PA, to help manage IT requests originating from 27 international subsidiaries. The solution included training the project leaders and managers to use standard project implementation and reporting tools such as Microsoft Project, Milestone Status Reports, Project Charter, Issue, Risk, and Change Control Logs, and a Quality Management Test Plans with Operational and Performance Certification Testing.

Confidential

Principal

• Coordinated full project lifecycle, proposed road maps, architecture, managing budgets of over 28 Million, creating project plans / SOW's / SLA's, developing and implementing processes, and maintaining vendor / customer communications.
• Worked with clients such as HP/Agilent Technologies 1999 , Federal Express 2000 , Spring Tide Networks 2001 , and Minicom International 2001 involving CRM Project planning / program management, including the application of Earned Value Management with software development, telecom / network conversion projects.
• Lead the Functional Teams that facilitated in the Design Session Methodologies for gathering requirements and Business Process Reengineering for the 150 Million CRM Compliments and Complaints project for Federal Express, Memphis, TN.
• Implementation Manager and Functional Architect for the Customer 2000 Sales Marketing Contact Center using Clarify within Agilent Technologies Healthcare Solutions Group Philips Healthcare , Andover, MA. Gap Analysis produced functional and technical specifications. Web enabled application for customer self-service of creation and status of cases.
• Authored and implemented process developments and documentation including SOW's, project plans, and SLA's.
• Set up the Infrastructure within eLoyalty's Austin, TX Lab to benchmark Oracle's PeopleSoft CRM, Oracle's Siebel CRM, Oracle's Siebel, Oracle eBusiness Suite and CRM, Clarify CRM, and Cisco UCCX and UCCE solutions to demonstrate to clients the functionality of Oracle's PeopleSoft, Oracle's Siebel, Clarify Oracle Contact Center comparisons.

• Confidential

Consulting Manager

• Provided proactive support on a complete suite of Clarify eFrontOffice software products to customers in the Northeast client base. Managed staff of 12 including six contract consultants, which brought in 3.6 Million Consulting Revenue.
• Sold Clarify system architecture to 50 customers within the region. Managed miscellaneous professional service projects including software migration for customers, help desk and client software updates, and metrics to gauge customer service levels.
• Successfully completed software implementation to customers within the Northeast US.
• Provided Clarify Training Consultants for the Boston Clarify University.

Confidential

Director of Product Development

• Managed team of 32 software developers, 8 projects, project managers, systems architects, consultants and quality assurance test engineers to develop, deploy and release Integrated Merchandise Planning Allocation software solutions. Utilized Visual C Microsoft MFC to develop solutions on separate Oracle, SQL Server, Informix, and Sybase database Servers to support different customers.
• Release Management of Software Product with Quality Assurance Acceptance Test results.
• Travelled to ShopKo in Greenbay, WI weekly to propose new retail systems architecture, and solution sell by eliciting new business requirements to incorporate enhancements and customizations into the software product to benefit all customers.
• Applied scientific techniques to retail business intelligence, forecasting demand, in-store operations, localized assortment strategy, merchandise operations management and planning, profit optimization, and supply chain management planning.
• Integrated Merchandising software product included data mining capabilities for data marts and EDW enterprise data warehouses.
• Implemented Flow Replenishment pilot project for Wal-Mart and VF Corporation for Lee and Wrangler jeans.

Confidential

Consulting Services Manager

Designed, developed, and implemented business applications using unique system architecture with MS Access for American-London Norwood, The Gillett Company and the Department of Public Health consisting of a manufacturing system to measure production and the Quality Management process and reporting systems.

Confidential

Manager of Advanced Technology

• Designed and implemented the solution as Systems Architect of Nutmeg's FanWare Sales Force Automation Interactive Color Image Catalog/Sales Order Management system, Sales Force Automation SFA project on Apple PowerBooks.
• Gathered requirements, proposed new architecture, and sold vision for the SFA project to 30 key representatives of the company to produce a Gap Analysis which compared as-is to to-be business processes which resulted in a full software development life cycle of a custom SFA to support a global team of Sales personnel for a licensed sports apparel company.
• Designed and implemented the Team Machine Point-Of-Sale Multimedia touch-screen Kiosk to display an Interactive Color Image Catalog and allow users to self-configure Sports Clothing orders through VF Outlet stores and Sears's stores.

Confidential

Director, Systems Integration

• Proposed successful architecture which implemented Department of Insurance certification testing sites in ten different cities across the State of Florida which tested for specific knowledge of all forms of Insurance.
• Managed a Software Development Support Unit of a Non-Profit Institute within the University of South Florida USF . Supported the Development and Administration of DOE Teacher Certification and DOI Insurance Certification for State of Florida.