CRMpeople

CRMpeople.com

Presents

Resume 804.

OBJECTIVE: CRM Manager

QUALIFICATIONS

Business Experience in:

Technical project management for CRM initiatives: defining business requirements and priorities, creating and managing project plans, assessing risks, solving issues, monitoring schedules, resources and costs.
Participating in vendor analysis and selection for CRM analytical and campaign management tools.
Managing client relationships and expectations; adhering to legal guidelines; monitoring product quality; developing a production and approval process; resolving conflicts between groups.
Overseeing the localization process of translating large branded sites for international markets.

Managing customer service initiatives, retention and reward programs; monitoring online and call center technical support; focus group testing; overseeing online subscription services; and site traffic analysis.

Managing a team of Web developers, artists and programmers in all facets of Web site development, including: user interface (GUI) design, site architecture, infrastructure, scheduling, production, creative design, content development, and QA testing procedures.
A thorough understanding of Web technology, with strong strategic, business and marketing skills.

TECHNICAL SKILLS

Familiarity with html, Javascript, cgi, jsp, asp, ftp, Secure CRT, dynamic content, database management.
MS Office (Word, Excel, Access, Powerpoint), MS Project, Visio, FileMaker Pro
Technical writing: Web site design documentation, technical specs, publications, and test plans.

PERSONAL ATTRIBUTES

Excellent organizational, analytical and technical skills. Extremely attentive to details.
A passionate interest in Web GUI design, technical project management and online CRM initiatives.

EXPERIENCE

CRM Manager, Warner Bros. Online
Glendale, California
August, 2000 - Present

Technical Project Manager for the Corporate CRM (Customer Relationship Management) initiative, which encompasses creating a global "CRM Road Map" of deliverables; defining each project’s scope; developing business requirements; determining priorities; implementing project plans; assessing risks; vendor evaluation; and monitoring schedules, resources and costs on a per-project basis through product launch.

Work with internal departments (marketing, legal, technology, client services) to develop an online global CRM solution; communicate with internal and external clients to promote the benefits of the corporate CRM initiative; project manage all CRM projects; identify issues and initiate creative problem solving.

Previously managed the production and maintenance of the Web sites for Warner Bros.’ top brands, including: HarryPotter.com, LooneyTunes.com, ScoobyDoo.com; top TV sites such as Friends, ER, West Wing, Drew Carey, Smallville and Jenny Jones; and various WB movie/DVD promotional sites with combined traffic in the millions of page views per day.

Managed localization of the above Web sites for the international market: researched translation vendors, defined internal workflow processes, maintained delivery schedules and budgets, and resolved technical issues. (Total of 35 branded sites in 22 languages.)

Senior Technical Producer, Disney’s Club Blast
GO.com / Disney Online
North Hollywood, California
June, 1997 - June, 2000

Senior Technical Producer for Disney's Club Blast, an online children’s subscription site.

Job duties included project management and supervising creative design of the Club’s User

Interface (GUI), as well as coordinating engineering resources, integration of content, infrastructure planning, production scheduling, subscription services, registration and login, and QA testing.

Managed the technical development schedule for software products that related to Club Blast (OEM CD-ROMs, BlastPad Instant Messenger client, D-mail, 3D game applications).

Involved in Customer Service initiatives, including online advertising, retention and reward programs; market/churn analysis; focus group and price point testing; and online/call center technical support.

Participated in the marketing and positioning of Club Blast within the GO.com network of sites. Worked with outside developers, Disney corporate business units, internal producers and marketing personnel to develop site content and identify promotional opportunities for the brand.

Co-Owner, Webmaster
CYBERspace STUDIOS
Santa Clarita, California
1995-1997, and July-August, 2000

Web site development and design; project management; interactive advertising; QA consulting.

Technical Project Manager
Corporate Manufacturing and Engineering Department
Avery Dennison Corporation
Pasadena, California
1990-1993

Provided project management support for the Corporate Engineering Department.
Researched, created and maintained the department’s first intranet; developed with Neil Larson at U.C. Berkeley. Also managed database design, maintenance and security.

EDUCATION

Bottom-Line Project Management – Tools (Foundations),

Seminar presented by PCI Global Inc. – 2003

Ohio University, Lancaster, OH
Three years of part-time study in accounting/computer science.

Pennsylvania State University, State College, PA
B.A., Liberal Arts; Dean's List.

PERSONAL INTERESTS

Sci-fi books and films, Formula 1 racing, rollerblading, bicycling and hiking with my 9-year-old son.