Team Leader, Solution Architecture Team (strategic analysis, scoping, and solution design)
Senior solution architecture lead on a SWAT team serving tier I global accounts: responsible for scoping and delivering solutions in the areas of support and service automation, sales force automation (SFA), order fulfillment, billing integration, ebusiness integration, analytics, and related CRM technologies:
- Designed and deployed solution frameworks with emphasis on customer acquisition, retention, and extension.
- Interfaced with CEOs/senior management of global accounts as a trusted confidant. Coached client executives on business strategies, CRM mobilization, call center alignment, and operational metrics.
- Acted as a resource and a Subject Matter Expert (SME) for select industries: High Tech and Manufacturing, Services, and Healthcare/HMO.
- Compiled the first comprehensive ROI methodology for Clarify encompassing Internal Rate of Return (IRR), Total Cost of Ownership (TCO), Customer Lifetime Value (CLV), Earning per Share (EPS). This ROI tool became a company-wide launch pad and was taught in the corporate training school.
- Led the solution architecture design in pre-sales engagements while successfully competing in complex bids.
Product Management (part of above role):
- Assessed CRM market trends followed by recommendations for guiding Clarify’s portfolio strategy.
- Conducted market intelligence, assessed competitors’ portfolio, compiled comparative analysis, and interfaced with engineering and R&D communities.
- Significantly contributed to redefining Clarify’s corporate vision, as well as the products/solutions portfolio.
CRM Practice Lead, Professional Services Organization (in addition to Sr. Advisor role below)
Western Region Manager, Proactive Services Group (in addition to Sr. Advisor role below)
Developed a strategic CRM practice and ensured quality solution delivery in the areas of Support, Service, SFA, and Analytics:
- Managed senior professionals/project managers who in turn delivered complex CRM solutions to tier I accounts, namely, Microsoft, Motorola, Sprint PCS, PacifiCare, and HP-Compaq.
- Provided strategic solution guidance for tethered and wireless SFA, service, and support in call center environments.
- Interfaced with senior client executives/managers and teamed with client’s resources to develop sound CRM strategies, Best Practices in call centers, process optimization, user interfaces across front and back office operations.
- Wrote consulting estimates, proposals, SOWs, LOE, and managed project/engagement receivables.
- Attained 90th percentile customer satisfaction while exceeding customer expectations.
- Managed five project managers and developed their ability to deliver increased value-add services.
- Staffed projects, interviewed new candidates, and selected qualified functional and technical talents.
- Negotiated and renewed consulting/service contracts while cultivating new consulting engagements.
- Reviewed consultant’s deliverables, reports, and ensured high quality service standards.
- Researched change requests, bug fixes, and ensured interim and long term problem resolutions for clients.
- Developed and deployed a Performance Management (PMP) tool that catered to advancing consultant’s abilities in alignment with customer goals and expectations.
- Managed by empowerment and MBO, established semi-annual goals, and encouraged team collaboration.
- Published and presented CRM thought leadership aimed at differentiating Clarify’s consulting services.
Senior Advisor, Professional Services Organization (PSO)
As a Senior Project Consultant, worked with key accounts in healthcare and high tech & manufacturing, averaging $300K in annual consulting revenues (in addition to managerial duties):
- Led in-depth analysis of CRM initiatives: Conducted gap analysis of call center operations in the following areas: functional requirements and solution design, Data Modeling, Resources Configuration, Queues and workflows, Solutions and KM integration, Stored Procedures, Business Rules & Notifications, email (eResponse) management, web (eSupport) management, and related areas.
- Compiled and presented 100-page plus CRM solution analysis addressing both strategic and tactical imperatives while dealing with risk mitigation, short and long term recommendations, and future outlook.
- Led upgrade projects and coached project managers on upgrade paths, prototyping, and risk mitigation.
- Received high marks from client’s VP of IT/CRM Directors and consistently renewed consulting services.
Computer Sciences Corporation (CSC), The Consulting Group, Denver, CO 1999 – 2000
As a senior practitioner, I have mentored project managers on solution mapping and deployment in addition to being hands-on in leading organization change and business process reengineering activities for complex ERP initiatives involving HRMS and Financials modules.
Principal (Project Leadership and Organization Change)
- Coached and mentored project managers and senior and junior consultants.
- Interfaced with senior client members and acted as a lead for supporting complex ERP initiatives ($2-million plus budgets) mainly around Supply Chain/Financials and HRMS.
- Engaged in scoping complex ERP implementations aimed at consolidating Shared Services Centers, processes, like jobs, business unit alignment, and solution design and deployment.
- Published Best Practices and thought leadership on emerging business process reengineering models, strategic leverage, Balanced Scorecard integration, and organization change methodologies.
- Developed and deployed performance transformation (organization change) frameworks involving stakeholder alignment, process redesign, job re-design, and performance metrics integration.
- Defined user-requirements, mapped business processes, and optimized enterprise workflows.
Project Director, Peoplesoft Practice (senior engagement for CEDARS), Chicago, IL
- Coached executives/senior managers on developing an enterprise strategy for people and processes as part of an organization-wide CRM initiative.
- Directly worked with the president of A.T. Kearney and developed a multi-prong internal customer portal with emphasis on process/workflow optimization, resulting in shorter sales cycles and faster revenues recognition.
- Managed the project lifecycle and successfully designed and deployed change management frameworks including training materials and audience "buy-in" in pre and post-rollout phases.
Fifth Generation Consultants, Denver, CO (independent consulting roles) 1995 - 1999
Managing Director, Program Manager (CRM, Strategy, Enterprise Performance, and Organization Change). Led reengineering initiatives involving support functions and CRM/Call Center solution integration (Remedy’s Action Request module) targeting the manufacturing and public sectors (State Government):
- Managed all aspects of projects including scope, project milestones, client billing, and budget management.
- Consolidated call center operations aimed at streamlining workflow effectiveness, efficiencies, and ROI.
- Established teamwork and management collaboration as part of a change management framework which accounted for increased call center agent accountability while meeting stringent customer-facing SLAs.
- Consulted with senior officers on strategies for CRM, contact center, and operational performance.
- Interviewed user communities, assessed workflows, and facilitated workshops for vision development, business process redesign, SLA, management controls and performance metrics.
- Accomplished over 500% ROI for the State of Colorado (CDOT division) while shortening time to service, attaining cost efficiencies, and developing cross-organization reporting and accountability.
- Consulted directly with the manufacturing and utility sectors with key emphasis on developing productivity templates for managers and supervisors as well as reporting controls for plant managers and senior management (engagement for PVA associates)
- Successfully increased manufacturing plant (soft drinks) and warehouse logistics’ effectiveness, resulting in efficient resources allocation and overhead reduction.
- Spoke at conventions, conducted seminars, and facilitated teamwork and communication workshops.
- Managed the day-to-day operational aspects with full P&L accountability.
- Successfully developed revenues targeting small to mid markets involving bid response, RFPs, and consulting contract negotiations.
AMERICAN SOCIETY FOR TRAINING AND DEVELOPMENT, Denver, CO 1997 - 1998
Leadership Director, Marketing Director
Elected position: Served on the board of directors for a one-year term:
- Developed leadership programs and acted as counsel to the president and board members.
- Spoke at the National Leadership Conference in Washington D.C on effective leadership.
- Co-led the most successful annual "training and development" conference and expo in the organization’s history, accounting for 100% in increased revenues.
APRS, INC., Atlanta, GA 1990 –1996
Managing Director, Senior Performance Consultant
Established this performance consulting firm which catered to workplace dynamics and productivity:
- Led workshops and coached upper management/senior professionals on corporate/employee performance dynamics.
- Assessed leadership and management behavior and coached senior and middle managers on management effectiveness including communication, team building, and organizational alignment.
- Administered a wide range of assessments (MBTI, SDS, LPI…) and interventions aimed at cultivating performance synergy.
- Facilitated and led workshops on personal effectiveness, communication, team work, and conflict resolutions.
