CRMpeople.com
Presents
Resume 785.
Profile
Business strategy and technology professional, specialist in CRM strategy, with ten years of experience in industry and consulting. Industry experience in high-tech manufacturing, managed health care systems, consumer banking. Management consulting experience with Fortune 500, Internet and technology start-ups, and upper tier middle-market firms. Strategic thinker possesses entrepreneurial spirit, high degree of creativity, high-energy personality, proven leadership and communications skills.
Education
Master’s in Business Administration
Pennsylvania State University: December 1994. Published "Strategic Marketing in the U.S. Lodging Industry: an Empirical Investigation" in the Journal of Hospitality and Leisure Marketing and the Journal of Travel Research, Fall 1995. Research technique employed independent survey method and multidimensional analysis using SAS technology. Resulting articles focused upon evolving marketing strategies for the U.S. lodging industry and applications for other service industries.
Bachelor of Science, Marketing
Canisius College, Buffalo, New York: May 1990.
Skills and Capabilities
- Large-scale program management experience for implementation of the following types of leading technologies:
- CRM applications: Siebel Systems, v. 3.0 through 7.0, Peoplesoft CRM
- Web and e-commerce applications: managed custom design, development, testing and implementation of large-scale web applications and e-commerce systems, experience with Java (JSP and J2EE) and .NET platforms.
- ERP applications: Oracle Financials, Microsoft Great Plains
- HR and ERM applications: Siebel Systems, SAP and KnowledgePlanet LMS
- EAI for CRM and ERP system integration with various legacy systems and applications.
- Database platform and administration experience: Oracle and SQL Server
- Data warehousing and data-mart design experience for OLAP technologies: COGNOS
- Project management applications: Microsoft Project ’98 and 2000
- Project management methodologies: SEI, PMI, Rational Unified Process
- Proven communications and presentation skills; developed CRM for Management Workshop Series.
- Excellent written and verbal communications skills. Published writer and editor: "The Reference Model Approach to CRM Implementations" in Siebel ITToolbox and CRM2day.com, March 2002.
- Fluent in Spanish, both verbal and written.
- Effective trainer for customer relationship management strategies and processes.
- Highly skilled in business process engineering methodologies, techniques and technologies. Developed a process-oriented consulting methodology and toolset for CRM system implementations. Methodology serves as an accelerator, ensuring greater success and ROI through accuracy of application design.
Experience
Principal Consultant
KnowledgePlanet, Inc., Mechanicsburg, PA. 7/02-2/03
Managed programs for clients utilizing learning/training and knowledge management systems and related technologies. Developed and implemented methodologies for assessment and strategic advisory services.
- Managed the implementation of training and technology programs and knowledge management applications for Fortune 500 clients in the financial services industry; developed and executed marketing and communications plans to ensure successful rollout.
- Led the development of methodologies for strategic training program assessment services, developed methods of ROI analysis for enterprise-wide training programs.
- Developed knowledge of traditional and new training program management methods and technologies, including learning content management systems, interactive distance learning, virtual classrooms, computer-based training, and learning event management.
- Participated in business development for prospective consulting engagements and expansion of services to existing clients.
CRM Practice Leader
ACQRA Solutions, a division of IDS Scheer AG, Philadelphia, PA. 10/00 – 6/02
Developed CRM consulting practice for the U.S. subsidiary of this global consulting firm that specializes in business process management and optimization. Developed practice infrastructure, consulting methodologies and toolsets, marketing content.
- Served as a consultant to executive sponsors of CRM initiatives to perform strategic planning, develop ROI analysis and measurement tools, business cases and change management plans. Developing teams and overseeing CRM engagements. Led CRM workshop series and strategic planning sessions.
- Designed and implemented proprietary consulting and system implementation methodologies, and sourced new talent.
- Responsible for oversight of all CRM engagements, managing resources, budget and practice P&L.
- Developed marketing plan for practice and guided market positioning and marketing strategy for CRM professional services practice.
- Envisioned and led the development and launch of a proprietary planning tool for front-office system implementation and process reengineering work. The consulting tool maximizes efficiency of project teams and accelerates system implementation projects.
- Responsible for thought leadership in CRM strategy space, development and management of knowledge capital, marketing strategy for CRM practice.
- Business development for prospective consulting engagements and expansion of services to existing clients.
Managing Consultant
Payment Technologies, Inc., Mechanicsburg, PA. 5/99- 9/30/00
Responsible for leading consulting teams for systems implementation, integration and process engineering projects.
- Led consulting services teams for e-businesses and Fortune 500 firms that were developing new e-commerce applications and web marketing/loyalty products. Projects included the implementation of Siebel Service across two organizations and Peoplesoft CRM.
- Served as consulting program manager to First Data Corporation for e-commerce product development initiatives: new electronic checking technology, merchant statement automation tools, and new e-commerce tools.
- Managed implementation of Oracle Financials in integration with a total e-commerce and e-business solution that was developed as a service bureau for clients of Payment Technologies.
Senior Project Manager, Field Sales Automation for North American Sales.
Tyco Electronics (formerly AMP Incorporated), Harrisburg, PA. 4/98-5/99
- Managed the ongoing enhancement and customization of Siebel Sales applications platform, installed on a remote hardware and software platform for 1500+ users. User groups included direct field sales, and inside sales and marketing teams.
- Performed training of sales force and technical support staff on the Siebel applications.
- Developed and implemented the AMP Virtual Sales Office Quality Assurance and Software Testing Strategy which resulted in a 45% improvement in the level of quality delivered.
- Managed 12-month conversion project of the hardware and software platform used by field sales.
- Managed business and user requirements to a monthly release schedule of upgrades, enhancements to Siebel Sales and new complementary software implementations.
- Managed Subscriber reporting system that delivered 50+ sales and marketing reports to a remote field sales force and sales management on a cyclical basis.
Marketing Consultant, Synertech National Marketing
Synertech Health Systems Solutions, Inc., Harrisburg, PA. 9/96-4/98
Managed projects related to the direct sales and marketing of the product portfolio of this leading provider of information technology for managed health care. Responsible for all research and analysis utilized for strategic marketing and sales planning.
- Project manager for the development of a proprietary opportunity management system used to manage telemarketing campaigns, sales pipeline, and database marketing.
- Project manager/editor/writer of a three-year Synertech Marketing Plan and Synertech Direct Sales Guide.
- Managed various telemarketing, direct marketing and sales initiatives. Utilized survey market research, database marketing tools, secondary resources for prospect identification and planning of targeted direct sales and marketing efforts.
- Led system selection for an opportunity management system.
- Training of sales and marketing staff on utilization of opportunity management system and lead management processes.
Market Research and Product Development Officer
Keystone Financial (formerly Financial Trust Corp), Carlisle, PA. 8/95-8/96
Managed all market research, analysis and consumer demand forecasting for current bank products and services and new product development.
- Implemented Marketing Customer Information System to utilize demographic database system and EIS for target marketing and product development initiatives.
- Managed large market research project, which defined bank’s 48 branch markets by demographic criteria, competition, and market potential.
Marketing Consultant
Latin American Export Division. Dentsply International, York, PA 5/94-11/94
Developed and executed research methodologies to explore pricing, product positioning, distribution and marketing strategies for Latin American export markets.
- Managed research project that analyzed product positioning and pricing strategies by each national market of Central and South America. Value profiles of Dentsply clients were developed based on product portfolio purchased, payment history. Project results were applied to the development of sales and marketing strategic planning.