CRMpeople.com

Presents

Resume 814.

A seasoned professional with significant experience in performing business analysis, strategic and operational CRM consulting, and Customer Relationship Management (CRM) engagements. Experience includes customer facing and service operations consulting, CRM front office software selection & implementation, outsourcing and reengineering of business processes within the Internet/ Cable, Banking, Finance, and Insurance verticals.

Extensive and demonstrated experience in selling, performing and delivering CRM and operational enterprise call center engagements and CRM enterprise solutions, including business case development, requirement definition, sizing, implementation, and package enablement for CRM.

Led and mentored team in defining CRM functional business requirements, and impacts for all contact center systems. Performed project management for system enhancement projects spanning Customer Service, Sales, Tech Support/Help Desk, and provisioning processes.

• Managed major project for development of a new customer care vision & strategy, including identification of key capabilities and outsourcing requirements to improve customer care, rep and sales facing systems (Vantive/PeoSoft) while delivering service at a reduced cost.
• Led Hydra tools project to define new approach to improve, optimize and leverage tools usage within contact center processes and complete cataloging of existing Support tools.

Define, sell and perform CRM operational analysis, business process reengineering consulting services, and CRM enterprise wide strategy and package implementation services to Fortune 1000 companies, and state and federal government agencies.

• Identified business opportunities and jointly worked with clients to define CRM operational requirements, perform operational evaluations and benchmarking, develop roadmaps for CRM implementations and opportunity and efficiency improvements.
• Develop client solution strategies, requirements, and perform delivery of consulting services.

Primary responsibility for CRM Alliance Services Practice, Sell & Support team’s requirement definition, pursuit, consulting and implementation of IBM’s CRM solution offerings and outsourcing to clients within the Banking, Finance and Insurance verticals on the East Coast.

• Led requirement definition and sizing, project proposal & scope development, and consulting strategy/implementation of solutions within CRM Alliance Services engagement management objectives and framework. Sold $2.5M in services in 2001.
• Motivated, coached, and mentored direct reports within the Principal management model for the practice and engagements to achieve project goals and individual practice objectives.

• For SouthTrust Bank, sold & performed engagement management for Sales Force Automation strategy, outsourcing, implementation, training and knowledge management.
• For Allfirst Bank, sold and performed engagement management for CRM enterprise wide application implementation consulting and scope engagement for Siebel eFinance and Campaign Management multi-channel, and Genesys CTI applications for the call center.
• Sold / performed Call Center / Help Desk strategy engagement to the Federal Reserve Bank.

Had responsibility for CRM Consulting Services and the CRM Alliance Services Practice Sell and Support consulting, pursuit and pre-sales consultative selling efforts as lead interface for the Banking, Finance and Securities (BF&S) sector. This included activities for IBM’s call center & CRM offerings for solution / strategy consulting, operational assessments, CTI and IVR strategy and call flow implementations, CRM package selection & integration, and business process reengineering.

• For FDR Western Union, performed call center consulting assessment, CRM strategy approach and process improvement pilot within multiple call centers, identifying cost savings totaling $2 million and go-forward strategy.
• Led Chevy Chase Bank's strategy & call flow management for a "One Bank VRU" view of a contact center & consulting engagement for the location & site selection of a new contact center. Project managed Line of Business consolidation strategy and planning for the bank.
• Sold and performed engagement management for FDR Western Union Sales Force Automation strategy initiative to consolidate and improve sales and call center processes.

Performed CRM consulting engagements and pre-sales support for the TouchPoint CRM enterprise application, and CRM solution consulting for strategic business transformation & implementation engagements within the enterprise and specifically within contact centers.

• Jointly developed and implemented a strategic CRM assessment and consulting service to assist clients in assessing their organization's CRM call center capabilities, define specific CRM initiatives, and develop a prioritization and roadmap for future strategic CRM initiatives. This included a high-level cost benefit model.

• For JP Morgan, provided consulting expertise to define and develop a strategy to complete the functional development of the CRM Sales Force Automation tool within the bank.
• For Chase Manhattan Bank, developed the requirement definition process and led the requirements definition project phase of an enterprise-wide collections system for a $25 Billion portfolio of receivables covering 30 million accounts. The project involved three collections centers spanning 3000 collectors & 1500 call center seats.
• For USSB / ADS, led the CRM requirements definition and business process consulting. Identified support center process modifications and cost benefit analysis for the CRM project covering three contact centers processing services.

Performed business development, operational analyses, feasibility, best practices studies, process mapping, and project management for call center clients. Contracts included operations consulting.

• Sold and performed service center and operations business process assessment and consulting engagements to Safe Card Services and Ideon Corp. to implement joint venture of SunTrust Bank credit card for the PGA Tour and its 500K members nationwide.

Defined, organized and led the project planning and scope development of the Fee for Service three-year project plan for the organization's conversion from an assessment based organization to individually priced products, including cost benefit analysis.

• Initiated, planned and directed the first focused strategic planning & research effort to evaluate product concepts, including customer needs assessment, product viability, pricing and service delivery.
• Developed integration plans to implement product enhancements and new products. Initiated P&L methodology for Fee for Services project. Developed on-going analyses for call center integration and consolidation of new products and systems working collaboratively with marketing, sales, compliance and finance.

Organized, implemented and directed the project management function for TRS New Business Development launch of new products and establishment of operational systems and procedures to achieve business objectives.

• Performed full management reporting of project to senior and executive management. Product development, market and operational launches spanning 250 employees.
• Provided cross-functional team leadership for full life cycle development of business and service reporting requirements, call center staffing, software acceptance testing and integration of claims, customer service, billing, imaging and credit systems.
• Led and motivated teams for operational testing and test plan development.

Project Manager - Strategic Operations

Managed development of call center customer service, collections and credit software enhancement projects ($8M/$2.3M savings) with responsibility for systems integration and operations implementation, financial justification & cost modeling, and project plan development & execution.

• Jointly led and performed planning of multiple call center voice (VRU) and customer service projects totaling $5.9M with savings of $2.1M/year. The first within Amex.
• Led the project management and integration planning of the Authorization Expert System, the industry's first expert system with cost of $5.3M and savings of $1.9M.

Masters in Business Administration, Nova Southeastern University, 1989

Bachelor of Science Degree, University of Pittsburgh, Industrial Engineering, 1980