PROFESSIONAL SUMMARY:

• Highly Motivated and extensively experienced Senior Project Manager/Business Analyst with 12+ years of success leading all phases of diverse technology projects, with over 20+ years of ITexperience
• Business strategist: plan and manage multimillion - dollar projectsaligning business goals with technology solutions to drive process improvements business readiness Change management to support technology changes andprovide competitive advantage and bottom-line gains.
• Excellent communicator: L everage technical, business and financial acumen to communicate effectively with client executives and their respective teams.
• Expert in Agile and Waterfallproject methodology:Able to manage large project teams and known for high-quality deliverables and in the use of SDLCthat meets or exceeds timeline and budgetary targets.

TECHNICAL SKILLS:Contact Center Technologies: Confidential, Confidential, Avaya, ACD, IVR, CTI, ICM, WFM Service Observation, Call Recording NICE and Verint, Desktop Applications Finesse CAD etc.

Software Applications: MS Project, Mercury Quality Center, Suite, Oracle Online Marketing, Oracle TCA, Telesales, iSupport, Oracle Teleserve, Oracle CRM, Kana Call Center, Kana Response, Business Objects, Witness SAP CRM,MDM, OTC and SAP portal.

PROFESSIONAL EXPERIENCE:

Confidential, Minneapolis, MN

Project Manager/SME

Responsibilities:

• Lead Project at Confidential Life Confidential project for initial deployment of Interaction and Contact center solution according to best practices based on SDLC methodologies
• Lead the deployment and testing of all contact center Technologies
• Create testing strategy and test plans and provide testing leadership for both QA and UAT
• Identified requirements for clients and designed appropriate business process and change management models to provide business readiness.

Confidential, Virginia beach, VA

Project Manager/Call Center Architect

Responsibilities:

• Project manager for Contact center and outbound Contact center
• Lead the business case sessions session, created a business case, and got approval from the Executives
• Lead requirement and blue printing sessions for the medical group for initial deployment accordingto Sales force CRM best practices and vertical templates.

Confidential, Atlanta, GA

Project Lead/Functional lead

Responsibilities:

• Lead the portal project for SAPCRM, Web UI, Marketing Sales, Service andE-commerce from requirement to deployment.
• Provide leadership in business process for the Sales and Services in SAP service request.
• Lead requirements sessions and defined scope for SAP CRM Marketing Sales, service ecommerce and MDMmodules with oracle Database and provided leadership in implementation, UAT and go live support with onshore and off shore teams
• Identified requirements for clients and designed appropriate business models and user interfaces (UI) using the Ares Model and SDLC discipline.

Confidential, Milwaukee, WI

Project Manager/SME

Responsibilities:

• Lead the requirements gathering and AS IS state and defining the TO BE state for a complete move from a Confidential / Confidential based centers to the Confidential IP based contact center strategy and Project management, budget management and resource planning.
• Created use cases for the to-be design for call routing, IVR, WFM and call recording.

Confidential, Appleton, WI

Business Solution Architect/Test leads

Responsibilities:

• Lead 8 million dollars Greenfield CRM project from cradle to deployment and support win on shore and off shore recourses
• Managed all phases of the project of O2C with CRM 7 with integration between SAP ECC and SAP CRM 7.0B2B and B2C Marketing, Sales, service and Interaction center
• Created and lead the B2B Portal strategy and deployment complete life cycle.
• To be design and development of the OTC including CTI Screen POP Leads, Campaign opportunity and Master Data design and strategy and lead all blueprint and design sessions
• Create testing strategy and test plans and provide testing leadership for SAP CRM

Confidential, Raleigh, NC

Business Process Lead

Responsibilities:

• Lead requirement and blue printing sessions for the Global Service at Confidential ’s initial deployment according to SAP CRM best practices and vertical templates with teams from SAP, IBM offshore and the China team
• Create the complete Blue print for the deployment of Service for the repair with integration between SAP ECC and SAP CRM 7.0
• Develop the Solutions architect for Confidential and Confidential for the CTI/IVR, IVR WFM, QM, Chat and ERMS integration with SAP CRM provide leadership in data and business process for the Services in SAP CRM 7.0 including Complaint management, Knowledge management scripting, and service request

Confidential, Columbus, OH

Project Manager/Call Center Architect

Responsibilities:

• Project Manager and Business Lead supporting the Customer Solutions Unit ( Confidential ) in the CRM deployment
• Supported expansion and set-up of a Greenfield call center location based on Confidential GVP and Legacy CRM
• Helped manage and implement a Self Service portal for customers using Genesysframework forself-serviceto make a payment and POI and request POI via the phone. This solution provided benefits to both Confidential and PLSC. ROI for the effort was 19 days and an average savings of $125k per month

Confidential, Clearwater, FL

Project Manager/SAP

Responsibilities:

• Manage and configure CTI integration for Siemens ACD to SAP WebIC Interaction Center to provide Screen Pop for Customer interaction in SAP
• Create the business and functional process for the IC (interaction center ) for the utility company in Clearwater Florida develop UAT and training for business

Confidential, Minneapolis, MN

CRM Manager/Consultant

Responsibilities:

• Worked on Greenfield and consolidation for with SAP CRM for the interaction center with Web IC in SAP provides a blueprint for Shared Business Services Lead the SAP OTC team through the CRM functional design
• Leadership in design and deployment of MDM.
• Created test strategy and build UAT script and completed testing utilizing Test Director as the testing tool
• Managed offshore and onshore Teams.
• Managed the design, build-out, and deployment of key telephony components including: Confidential, GVP, Voice Portals in a unified environment including managing Client and Vendor resources for deployment

Confidential, Orlando, FL

Project Manager/CRM Business Architect

Responsibilities:

• Managed eight in the design of the solution and architecture of Epiphany’s CRM 6.5 Sales and Service module in its implementation for the Trendwest Resort Group
• Developed the traceability of the solution and functional design and the fit to meet corporate architect and security standards

Confidential, Hartford, CT

Project Manager/CRM Solution Architect

Responsibilities:

• Managed a 6 person team in the development of the design for the e-Mail Response Management System (ERMS) transition from e-service to Kana Response Solutions
• Developed the architecture and system design for the migration for the ERMS system and implementation of this short-term project

Confidential, Cedarfalls, Iowa

Enterprise Architect

Responsibilities:

• Provided technical project management for Item test and delivery design project where the development is being done Offshore
• Developed and designed the technical architecture for the enterprise, and designed and developed a Test Delivery System in an environment where the coding was being done Offshore
• Delivered the requirements for the development of item bank solutions for a virtual test and course delivery application

Confidential, Overland, KS

CRM Technical Architect

Responsibilities:

• Developed the business, functional, and technical requirements for Technical architecture and implementation plan for development and deployment
• Responsible for the business design and process flow for the ERMS development and Strategy

Confidential, Seattle, WA

CRM Consultant

Responsibilities:

• Provided an enterprise wide technical and solution architecture for the Kana Response ERMS (email response management system) implementation including architecture for the middleware implementation which includes design of the infrastructure on the J2EE platform using WebLogic and also providing interface to their Siebel CRM systems
• Designed hardware solution for co-hosting ofapplication and database servers

Confidential, Seattle, WA

CRM Consultant

Responsibilities:

• Responsible for Implementation of the Oracle CRM
• Provided subject matter expertise project management and business requirements for the Oracle CRM project
• Project manager for their Oracle CRM and donor loyalty projects
• Developed, deployed and implemented their email strategy both inbound and outbound using Kana Response and connect