PROFESSIONAL EXPERIENCE:

Confidential

Solution Architect/Project Manager

Responsibilities:

• Responsible for product development
• Responsible for developing product delivery roadmap.
• Responsible for managing multiple steams of development.
• Responsible for helping to reverse engineer patent functionality into software requirements.
• Responsible for helping to document software requirements
• Responsible for building product’s prototype ‘SFDC mock up screen designs (Level 0 - 1)
• Responsible for development and design of Configure, Price and Quote functionality (CPQ).
• Responsible for building product’s demo on the Salesforce.com Force.com platform.
• Responsible for building custom objects, visual force pages, app security, customer community.
• Responsible for workflows, process builder and developing flows (visual workflow).
• Responsible for building integrations by Apex class methods as Web services (REST).
• Acts as a Solutions Architect for product.
• Declarative SFDC and programmatic Force.com Developer.

Confidential

Salesforce Solutions Architect

• Responsible for working with business development teams to solution engagements.
• Identified technical solution approaches for RFP responses.
• Conducted research and competitor analysis, as well as helped to build client presentations, estimation efforts, proposals and negotiations.
• Provided client delivery assurance. Assured clients of commitments by working collaboratively with the Managers in business units.
• Collaborated with the Delivery Managers to address all people or infrastructure related issues that may be affecting the delivery of the project vis-à-vis the specific client.
• Balanced different projects running for the client that may involve different Delivery Managers or horizontal competency units’ resources.
• Developed blue prints and roadmaps.

Confidential

CRM Subject Matter Expert

• Managed a short term product evaluation, Go/No Go and configuration project for a public sector Asset and Evidence Management consultancy.
• Responsible for performing 3 separate product evaluations to include Salesforce.com (SFDC), Zoho CRM and Sugar CRM.
• Responsible for developing product evaluation tools used.
• Responsible for identifying cost/benefit analysis.
• Responsible for identifying product dependencies, constraints and risks
• Responsible for conducting competitive analysis between the 3 products based on company goals, objectives and budget.
• Responsible developing Statement of Work.
• Responsible for gathering high level and detailed requirements.
• Responsible for helping company make Go/No Go decision (choose product of choice)
• Responsible for providing best practice advice for ‘pilot’ implementation
• Configured Zoho CRM for use according to CRM best practices and in line with SOW and Requirements.
• Responsible for configuring system to meet ‘out of box’ functionality in line with pilot goals and objectives.
• Provided training on Zoho CRM configuration deltas and system usage best practices.

Confidential

Subject Matter Expert

• Salesforce.com SME for a telecom customer.
• Responsible for suctioning engagement.
• Responsible for developing Salesforce roadmap.
• Responsible for time boxing engagement.
• Responsible for helping to price engagement.
• Responsible for top down evaluation of Salesforce.com (SFDC) system as single source.
• Responsible for identifying product dependencies, constraints and risks
• Responsible for gathering high level and detailed requirements.
• Responsible for providing best practice advice for next stage implementation.

Sales and Service Cloud Delivery Expert

• Acted as delivery arm for Confidential on behalf of one of its premier clients.
• Acted as SFDC Solution Architect and Functional Lead on a Sales Cloud and Service Cloud engagement.
• Responsible for establishing Sales application’s enterprise sales framework and coordinating service framework for phase 2 implementation.
• Responsible for standardizing sales and service business processes
• Responsible for assessing Big Machines fit gap, roadmap and conducting analysis.
• Responsible for leading JAR and JAD sessions remotely using a rapid development, implementation and deployment methodology.
• Responsible for collecting high level process flows for all sales and service business lines.
• Authored the primary Agile/RUP/RAD implementation methodology used (Relationship Approach to Systems Development) used to accomplish delivery.
• Responsible for creating training, test, and rollout plans
• Responsible for ensuring that reporting requirements, metrics and design specifications were strategized for accurate business, product, service, departmental and company-wide reporting and analytics data usage.

Confidential

SAP Best Practices SME and Trainer

• Corp to Corp engagement on behalf of Confidential Caarma’s most important and potentially most lucrative client.
• Offered corrective configuration expertise to pilot version of application
• Developed training curriculum.
• Developed training materials.
• Trained government sector sales and marketing employees on All in One solution.

Confidential

CRM Practice Director

• Responsible for a large scale Salesforce Sales and Service Cloud engagement. Replaced Siebel 8.1 sales and service application.
• Responsible for implementing using an agile framework.
• Responsible for managing all program related software vendor relationships.
• Responsible for managing end client, Confidential and software vendor design and development resources.
• Responsible for architecting implementation roadmap.
• Excellent understanding of Salesforce Sales and Service Cloud as well as Siebel applications (Sales, Service, Marketing, Contact Center and many verticals).

Confidential

Program Manager

• Responsible for architecting the RAD methodology used to rapidly implement all engagements (Relationship Approach to Systems Development (RASD)).
• Responsible for ensuring that reporting requirements, metrics and design specifications were strategized for accurate business, product, service, departmental and company-wide reporting and analytics data usage.
• Responsible for managing project resources.
• Responsible for defining and standardizing a bottom up program strategy to map to enterprise project blueprint.
• Acted as key liaison between the Integration PMO office and IT organizations.
• Responsible for coordinating and facilitating Joint Application Requirements and Joint Application Design sessions.
• Responsible for managing and/or creating Project Charter, Business Requirements, Functional Specifications, Use Cases, Process Flows, Test Cases, Project Plans, etc.

Confidential

Interim PMO Director/Siebel Architect (SME)

• Responsible for establishing a project management office for a major software company.
• Authored the primary Agile/RUP/RAD implementation methodology used (Relationship Approach to Systems Development).
• Responsible for the management and execution of all projects within the project portfolio.
• Built a staff and implemented processes necessary to ensure the effective delivery of all projects within a project portfolio.
• Collaborated with other leaders across IT to establish a common practice for project management and delivery.
• Managed a staff of project managers, business analysts, testers and project coordinators towards a common set of organizational goals and objectives.
• Provided mentoring and oversight to staff on best practices for project management and delivery.
• Set direction and provided guidance around how to effectively deliver Project Management Services to the organization.
• Responsible for ensuring that reporting requirements, metrics and design specifications were strategized for accurate business, product, service, departmental and company-wide reporting and analytics data usage.
• Monitored project's utilization of the PMM, including change management, communication management, issue management, metrics management, resource management, change control, risk management, scope management, testing management and budget management.
• Ensured timely communication of project statuses to all stakeholders
• Responsible for overseeing the implementation of standard project management, testing and training processes and methodologies
• Built an internal staff with the knowledge and capacity to support the organizations demand for project and portfolio management.
• Incorporated and use best practices to institute repeatable methodologies for project management and delivery.
• Implemented controls to measure the overall success of project delivery within the organization.
• Demonstrated experience in talent management and development
• Developed project management templates used (full life cycle)
• Utilizes a wide breadth of experience managing different kinds of IT, Change Management and Strategy related projects
• Acted as lead subject matter expert/ architect for a Siebel Sales and Siebel Marketing 7.8 to 8.0 upgrade project (techno-functional)
• Acted as lead subject matter expert for a Siebel Sales, Siebel Marketing and Siebel PRM Lead to Order enhancement project. (techno-functional)
• Acted as lead subject matter expert for a Siebel PRM 8.0 (Channel Management) implementation (techno-functional).
• Provided mentoring and oversight to staff on best practices for customer loyalty. Helped to establish customer loyalty strategies (application campaigns) for incorporation into and automation by the Siebel sales, marketing and PRM applications.
• Acted as lead subject matter expert for change management functions to include re-engineering of sales, service and marketing possesses. (change management)
• Responsible for championing user adoption.
• Responsible for establishing end user and train the trainer training, support and cutover strategies, guidelines and procedures for all projects for internal and external constituents.
• Provided technical and functional expertise on Oracle Siebel products for internal constituents
• Analyzed gaps between solution and internal customer operations
• Propose solutions and alternatives to bridge gap differences
• Acted as Functional Architect for all Oracle Siebel related projects
• Reviewed and advised on operational efficiencies in the areas of CRM (Sales, Service, Marketing, Channel Management, Analytics and Loyalty)
• Excellent understanding of Siebel applications (Sales, Service, Marketing, Contact Center and many verticals) screens (contacts, opportunities, service requests, etc.) and technical components (EAI, EIM, workflow, etc.)

Confidential

Sr. Program Manager

• Acted as key liaison between customers, partners and executive management for multiple large scale CRM engagements.
• Provided leadership, guidance and oversight of delivery activities to ensure maximum customer value.
• Acted as CRM subject matter expert during pre-sales engagements and activities.
• Responsible for managing C level working relationships.
• Acted as project manager on key projects.
• Responsible for developing long term value realization through planning and management of a portfolio of projects.
• Established and/or validates tactical objectives with functional process owners.
• Provided the sales, service, marketing and field service ‘Voice of Experience’ (Subject Matter Expert) on a wide range CRM and CRM related implementation activities.
• Provided on site presence as needed for major clients to ensure successful coordination and delivery of mission critical projects.
• Managed project delivery using established Project Management Methodology.
• Managed project deliverables including project risks, issues, contingencies, communications, project schedules, project financials and change management plans.
• Responsible for aggregating reporting requirements, metrics and design specifications to ensure accurate business, product, service, departmental and company-wide reporting and analytics data.
• Responsible for developing custom reports and analytics charts to ensure accurate understanding of consultant usability and other KPI data.
• Verified adherence and performance to standard plans and procedures.
• Monitored/advised resource utilization and alignment with project needs (HR/Staffing functions).
• Participated in / or lead Quality Assurance reviews.
• Provided guidance and coaching for assigned on site/ off shore project and program managers assigned to the portfolio of projects.
• Managed/assigned on site/ off shore consultants, to include development of performance objectives and reviews; assist resources in navigating through information and personnel networks; manage up/out below-average performance.
• Managed schedule maintenance of whereabouts and resource activities.
• Ensured ongoing two-way communication with direct reports to provide connection with our business, and enable the well-being of our resources.
• Completed administrative duties (i.e. activity reporting, travel expense request, etc.) in accordance with policy.
• Salesforce, Oracle CRM, Siebel, Siebel Analytics, SAP CRM, IVR, BizTalk, VSS, SQLNet, SQLServer, Apache HTTP Server, IIS
• Some project work included:
• Project managed a Salesforce enhancement engagement for a well-known beverage consumer products manufacturer in Atlanta.
• Helped to forge an alliance between Wipro and SFDC, provided subject matter expertise.
• Responsible for responding to various Request for Proposals
• Leading CRM subject matter expert for two major Wipro sales pursuit accounts: One a major airline based in Dallas (Loyalty Program). The other a major tire manufacturer based in North Carolina and in Paris France.

Confidential

CRM Practice Development Subject Matter Expert

• Responsible for providing thought leadership to newly assigned Practice Director responsible for launching a new CRM practice.
• Responsible for developing CRM consulting practice strategy.
• Provided CRM practice development subject matter expertise.
• Responsible for developing CRM capabilities and service offerings.
• Acted as project manager for newly won CRM and Billing telecommunication practice engagements
• Responsible for productizing CRM service offerings.
• Responsible for interfacing with Marketing, Sales and Upper Management on consistent basis.
• Responsible for creating ‘sales support’ presentations.
• Participation in the sales process to include answering CRM and Billing RFPs.
• Worked closely with consulting sales team as a CRM SME on pre-sales engagements.
• Responsible for helping to win new business opportunities.
• Some projects included:
• Business Intelligence (Analytics) SME for a proprietary software development project.
• Virtual call center implementation and package selection SME for a large telecom client. Responsible for ensuring data and voice network requirements.
• Performed research and CRM subject matter expertise for various telecom client sales pursuits and a major airline.

Confidential

CRM Lead

• Provided Siebel 7.5 Call Center and Field Service functional architect consultation and expertise for a Siebel Configure, Pricing and Quoting (CPQ) project for a leading manufacturer with the goal of creating a quoting and pricing engine that could be used by the company’s field engineers.
• Responsible for business analysis, business process re-engineering, requirements gathering, JAD session facilitation, documentation as well as project management methodology and assessment.
• Facilitator for Siebel design sessions.
• Managed and/or developed process flow analysis and procedures for existing operations.
• Researched Siebel application issues and offered corrective solutions.
• Developed presentations and marketing materials for use during sessions.
• Performed business process redesign responsibilities.
• Responsible for aggregating reporting requirements, metrics and design specifications to ensure accurate business, product, service, departmental and company-wide reporting and analytics data.
• Responsible for application architectural design and workflow structure.
• Consistently utilized public relations, marketing and communication skills.
• Managed and/or created Functional Specification documentation, Use Cases, Process Flows, etc.
• Managed a team of 8 consultants
• Primary Siebel Call Center & Field Service Modules: Quotes, Products, Proposal, Orders, Contract, Compensation, CTI, ACD, IVR, Middleware, Oracle, SAP
• Excellent understanding of Siebel applications (Sales, Service, Marketing, Contact Center and many verticals) screens (contacts, opportunities, service requests, etc.) and technical components (EAI, EIM, workflow, etc.)

Confidential

Clarify ClearSupport Deployment Lead

• Provided Clarify ClearSupport application support leadership for a major wireless provider to all of its Western US Call Centers
• Responsible for acting as functional/technical liaison between call center management and application end users and the Clarify ClearSupport development team.
• Responsible for optimizing call center CRM and voice and data processes in preparation for deployment.
• Responsible for analyzing and troubleshooting Clarify technical issues.
• Responsible for analyzing and troubleshooting Clarify reporting and analytics issues.
• Identified, escalated and resolved mission critical application issues.
• Developed improved processes and procedures for issue, defect and enhancement resolution.
• Researched ClearSupport application issues and offered corrective solutions.
• Consistently utilized public relations, marketing and communication skills.
• CTI, ACD, IVR, Apache HTTP Server

Confidential

CRM Lead

• Provided Epiphany and legacy functional/technical architect consultation and expertise to a leading financial institution.
• Responsible for overall strategy, business analysis, business process re-engineering, requirements gathering, JAD session facilitation, documentation as well as project management methodology and assessment.
• Responsible for establishing customer acquisition and loyalty strategy to include customer retention and win back campaigns.
• Facilitator for Epiphany and legacy redesign design sessions.
• Developed process flow analysis and procedures for existing operations.
• Researched Epiphany application issues and offered corrective solutions.
• Developed presentations and marketing materials for use during sessions.
• Performed business process redesign responsibilities.
• Responsible for application architectural design and workflow structure.
• Consistently utilized public relations, marketing and communication skills.
• BizTalk, IVR, ACD, CTI

Confidential

CRM Project Director

• Responsible for managing the Epiphany Sales Force Automation (SFA) Usability Redesign/ Enhancement and Upgrade initiative at Confidential, the web’s largest and most successful automobile advertising marketplace.
• Acted as key liaison between the Sales, Marketing, Service and IT organizations
• Responsible for managing a budget of more than $3 million.
• Responsible for architecting business process changes with the sales line of business. This includes identifying Business Process Re-engineering opportunities and defining automated productivity requirements and solutions.
• Responsible for defining sales force implementation and integration strategy.
• Responsible for strategy, analyzing emerging technologies, developing IT strategic plans, researching and evaluating IT services and solutions. This included developing, directing and driving business and marketing plans and strategies, including strategic communications. Directing and driving project launch processes from a communications, messaging, branding, and customer retention/acquisition perspective.
• Implemented controls and benchmarks to measure the overall success of the project within the organization.
• Responsible for aggregating reporting requirements, metrics and design specifications to ensure accurate business, product, service, departmental and company-wide reporting and analytics data. Responsible for ensuring data cleansing strategies were in place and utilized.
• Responsible for leading, directing and providing strategic guidance (subject matter expertise) to Business Unit Heads in various front office (sales, service and marketing) and back office (accounting/HR) departments.
• Mapped front office market requirements into detailed requirements and release plans.
• Worked with development teams to integrate new systems as well as upgrade to new application versions.
• Offered subject matter expertise in improvements to changing market demands. Provided necessary documentation.
• Responsible for facilitating the requirements gathering and design sessions.
• Responsible for spearheading the UI re-design effort to include developing functional and technical specifications.
• Managed and/or created Functional Specification documentation, Use Cases, Process Flows, etc.
• Responsible for facilitating UI re-design focus group sessions.
• Established project priorities and managed activities of SFA.
• Delivered project within established commitments and ensured quality and conformance with requirement, design and development specifications.
• Responsible for championing and ensuring user (sales force) adoption.
• Analyzed systems, software and hardware to determine best fit for the organization’s enterprise needs.
• Responsible for directing systems designers, engineers and programmers in the use of CRM systems to include hardware and software as related to E.piphany applications and programs.
• Managed technical architecture development, IT security functions, IT systems operations, network operations and documentation of processes among department heads and business unit leaders.
• Directed development and delivery of information training programs for all systems designers, engineers, programmers and operations personnel.
• Responsible for hiring technical and functional resources to assist in implementation.
• Responsible for developing strategies that enable Confidential to launch CRM services to its clients via an online architecture.
• Responsible for establishing the SFA Enterprise Application Architecture to ensure successful workflow, routing and integration within the Epiphany Service and Marketing applications (Unified System).
• Responsible for ensuring execution of Auto Trader’s Customer Interaction Strategy (CIS)—a framework by which Confidential identifies and improves the manner in which they interact with its customer base.
• Responsible for assisting with developing sales force customer acquisition, loyalty, retention and winback strategies.
• Responsible for the successful coordination of the delivery of the SFA solution.
• Responsible for managing SFA relationships between Confidential and Epiphany.
• Responsible for developing enterprise-level customized CRM implementation methodology and curriculum (RASD).
• Development effort for enterprise Epiphany CRM included:
• Epiphany 6.0.6 Sales - COM based architecture
• Epiphany 6.5 - J2EE platform.
• CTI, ACD, IVR, BizTalk, Oracle, Peoplesoft
• Epiphany Sales Interaction Platform (Sales Analytics)
• Responsible for establishing the architectural framework necessary for a unified and synergistic CRM platform.
• Authored the CRM implementation methodology used (RASD).
• Expert Proficiency in CRM horizontal (Sales, Service and Marketing) methodologies and concepts to include strategy definition, methodology development, ROI justification and tracking.
• Expert proficiency in sales re-engineering.
• Responsible for developing and coaching staff and performing quarterly KLAs

Sr. CRM Functional Architect

• Acted as a Sr. Functional/Architectural Lead for a United States Postal Service implementation of Siebel 7.0 eCommunications and Call Center for the United States Postal Service. Project Goal: Consolidate, unify and centralize US Postal Service Call Centers.
• Responsible for developing CRM Strategy, Requirements, As-Is/To-Be Process Flows, Gap Analysis, Use Cases/Scenarios, BPE/BPR and ROI deliverables.
• Architected business process changes for the USPS service line of business. This includes identifying Business Process Engineering and Re-engineering opportunities. Defining automated productivity requirements and solutions.
• Responsible for aggregating reporting requirements, metrics and design specifications to ensure accurate business, product, service, departmental and company-wide reporting and analytics data.
• Responsible for conducting acceptance tests and documenting results.
• Responsible for scheduling, tracking, analyzing, pinpointing major and minor milestones, coordinating and managing rollout projects and allocating resources for multiple rollout projects.
• Responsible for creating train the trainer training plans.
• Assisted with the active integration of the Siebel tool into a new consolidated help desk environment designed to centralize The United States Postal Service’s multiple call centers.
• Liaison between executives, upper management, clients, vendors, resources and end-users.
• CTI, ACD, IVR, Middleware(Vitria, BizTalk),, Oracle, SAP, Visual Source Safe (VSS)
• Excellent understanding of Siebel applications (Sales, Service, Marketing, Contact Center and many verticals) screens (contacts, opportunities, service requests, etc.) and technical components (EAI, EIM, workflow, etc.)

Confidential

Oracle iStore CRM Subject Matter Expert

• Responsible for assisting a Seattle-based Deloitte & Touche practice with answering Oracle CRM client RFPs.
• Acted as Subject Matter expert for Oracle 11 iStore, an Oracle CRM e-business web store.
• Provided the following deliverables: Oracle 11 iStore Functionality Matrix, Requirements Prioritization Plan, Resource Allocation and Customization Gap Analysis.

Confidential

Siebel CRM Project Director

• Acted as Project Director for a mission critical enterprise deployment of Siebel Communications at Alaska’s incumbent telecom provider (ILEC).
• Siebel Communications is designed to address the needs of local, long distance, broadband, cable, satellite, wireless, Internet, and media content providers. Siebel Communications enables service providers to manage, synchronize and coordinate sales, marketing, and customer service across all communication channels and points of customer contact. Siebel Communications maximizes call center efficiency and lowers the cost of service provisioning with enhanced billing care management for invoices, payments and adjustments, and the streamlined ability to transfer service. It improves sales effectiveness through enhanced order handling and streamlined order capture. It extends real-time analytics and improve enterprise decision making using data warehouse & metadata enhancements. It optimizes field operations with increased flexibility in field service processes Increased channel effectiveness with partner portal usability enhancements and expanded functionality for partner processes.
• Responsible for establishing the technical and functional architectural framework necessary for a unified and synergistic CRM platform.
• Responsible for CRM strategy for local, long distance, wireless, Internet, & messaging services and solutions.
• Authored the CRM implementation methodology used at ACS.
• Responsible for architecting business process changes for ACS’ sales, service and marketing local, long distance, wireless, Internet, & messaging (voice and data) horizontal lines of business. This includes identifying Business Process Re-engineering opportunities and defining automated productivity requirements and solutions for the sales, marketing and service components of Siebel Communications.
• Responsible for defining ACS’ CRM implementation and integration strategy.
• Responsible for aggregating reporting requirements, metrics and design specifications to ensure accurate business, product, service, departmental and company-wide reporting and analytics data.
• Defined and established call center benchmark statistics.
• Responsible for defining call center optimization opportunities
• Responsible for mapping call center optimization goals to CRM system for enablement.
• Responsible for defining and creating ACS’ CRM ROI and Profitability Recoupment Schedule and Implementation Plan.
• Managed a project team consisting of 24 Siebel, client and third party technical and functional resources.
• Expert Proficiency in CRM horizontal (Sales, Service and Marketing) methodologies and concepts to include strategy definition, methodology development, ROI justification and tracking.
• Expert Proficiency in sales re-engineering.
• Expert Proficiency in service re-engineering.
• Expert Proficiency in marketing re-engineering.
• CTI, ACD, IVR, Middleware(Vitria), Oracle, SAP
• Excellent understanding of Siebel applications (Sales, Service, Marketing, Contact Center and many verticals) screens (contacts, opportunities, service requests, etc.) and technical components (EAI, EIM, workflow, etc.)

Confidential

Siebel CRM Subject Matter Expert

• Responsible for spearheading Confidential ’s CRM Alliances Services Mid Market group with the creation of a Siebel rapid deployment implementation framework for future use by Confidential ’s Mid Market consultants and customers.
• Responsible for educating consultants on the creation of the sales, service and marketing models necessary to support the development of re-useable Siebel rapid deployment configurations.
• Provided consultation on Siebel 2000 products: Siebel Sales, Service, Marketing, Field Service, Call Center, E-mail Response and e-Business apps.
• CTI, ACD, IVR, Middleware (Vitria), Oracle, SQL. SAP, Peoplesoft, SQLServer, SQLNet
• Excellent understanding of Siebel applications (Sales, Service, Marketing, Contact Center and many verticals) screens (contacts, opportunities, service requests, etc.) and technical components (EAI, EIM, workflow, etc.)