EXECUTIVE STATEMENT

Established Fortune 50 Manager with 10 years of experience in retail customer data management, including customer data integration, master data management, data architecture and customer data privacy.

Core Qualifications

• Results-oriented
• Problem Analysis/Resolution
• Quality Driven
• Process Improvement
• Excel in customer data integration
• Six Sigma Green Belt Trained
• Managed Budgets of 4M
• Consensus and Team Building
• Strong Analytical Skills
• Manage /Coach Analysts
• Manage interpersonal relationships among subordinates as well as cross functional teams
• Large System Implementation Experience

EXPERIENCE

Confidential

• Participated in creating the MDCM-Customer job descriptions, defined roles for the new customer team and participated in working through new data processes to be implemented by the customer team
• Successfully led the SVoC Expansion project which resulted in SVoC software and hardware being upgraded from 8.0 to 8.5 as well as making SVoC highly available for all subscribing systems
• Member of the IBM Customer Advisory Board CAB to aid IBM's understanding of Lowe's master data management needs
• Enabled the launch of MyLowes and also highlighted known risks and confirmed mitigation plans with MyLowes, Services Platform and MyLowes leadership teams
• Guided and directed team to produce the SVoC State of the Union, SVoC Solution Roadmap, SVoC Support Model, SVoC Heat Map, Balanced Score Card metrics and SVoC Health Report
• Steered SVoC team to create training documents for new SVoC analyst as well as Contact Center associates using the SVoC interface
• Integrated SVoC into the Services Platform Change Request processes
• Drafted and submitted the Enterprise Core Customer Profile to the Enterprise Information Governance Council for approval
• Managed, trained and coached a team of 3 SVoC analysts

Key Accomplishments:

Executed foundational work to create the first step in the omni-channel experience at Lowe's by integrating Lowes.com and Store customer data within SVoC. Engaged the team to create the SVoC Share Point site which now contains critical documentation about SVoC, customer data processes and enterprise customer data work in progress for Lowe's.

Confidential

• Successfully led the implementation of Lowe's Customer MDM Solution in June 2010
• Worked with the Siebel Services Platform team to connect the Contact Center to SVoC in August 2010
• Managed, trained and coached a team of 3 professionals consisting of a governance analyst, customer database analyst and a SVoC analyst
• Maintained and improved data quality within customer data warehouse while converting data hygiene processes from a 3rd party data provider to in-house processes
• Accurately tracked and managed operating budget to within 2 for the year

Key Accomplishments:

System and processes implemented for operational and non-operational customer data hygiene and standardized processes use the same master data management tool SVoC . Conducted and approved user acceptance testing for two major selling tools ECL and CAD to ensure correct connection to customer master data management hub. Trained and coached two new analysts dedicated to SVoC.

Confidential

• Attended and led requirements and current state sessions for the master data management/customer data integration project
• Wrote match/merge/survivorship matrix and contributed to the business rules that was implemented in SVoC
• Transitioned 3rd party data provider through a 50 reduction of their service contract
• Led and implemented the Master Account Hierarchy MAH project which created a hierarchy within the customer data warehouse
• Lead analyst for the implementations of the US Prospect Database 2006 and Canadian Prospect Database 2007
• Creation of Customer Data mailbox, a consolidated location for various business units to send questions about customer data
• Accurately tracked and managed to within 2 of the operating budget for the year

Key Accomplishments:

Lead analyst on the SVoC MDM/CDI project. Tested and implemented a hierarchy view of customers for both Customer Analytics and Marketing teams within Teradata. Added prospect customer data as well as demographic in the customer data to the analytical warehouse to provide insights and potential new marketing capabilities for Lowe's.

Confidential

• Manage 3rd party Customer data provider Relationship, Contract, Billing
• Learned from the 3rd party data provider, the business rules used to process Lowe's Customer data
• Worked with vendor to manage the customer to customer matching logic as well as quality initiatives
• Managed daily data hygiene routines and input customer to transaction matching processes
• Managed scheduled consolidation, purges and other database hygiene processes
• Managed/monitored data reporting standards
• Provided data-to day interface with assigned IT team
• Assisted database manager in designing and recommending database structure and content enhancement for the long-term functionality of the database as well as enable Customer Analytics to execute marketing initiatives/programs to meet objectives

Key Accomplishments:

Brought attention to the need for data quality measures to be implemented in the customer data warehouse. Set the standard for the team work needed between IT and the Business to accomplish customer data integration.

Confidential

• Participated in conversion of Training and Development software from MS Access 97 to MS SQL server.
• Repaired MS Access 97 databases to improve reporting capabilities from training databases.
• Established a reporting process for Training and Development which prioritizes requests and ensures resources to complete the request

Key Accomplishments:

Tested new training materials for both content and system usability. Automated SMTP quality checks on final exam materials and reduced the processing time from 3 days to 3 hours.