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| Principal/Project Manager | | | Ref. Number: | CRM11310 | | |
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| Personal Information |
| Personal Profile: | | Business Software professional looking for a leadership position leveraging my strengths in the sales, business development and implementation of technology services around Customer Relationship Management, Solutions Architecture, Business Process Management, Strategic Information Management, and IT Planning in order to increase revenue and margin, as well as share holder value; build teams to improve customer satisfaction and facilitate knowledge sharing and group synergy to optimize performance and productivity. | |
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | Principal/Project Manager |
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| Current Location: | Dallas, TX |
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| Current Salary: | >100,000 $ |
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| Preferred Position |
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| Preferred Salary: | >100,000 $ |
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| Education | | Texas A & M University, College Station, TX B.S. Computer Science, Minor in Chemistry 1981 | |
| Working Experience | RightNow Technologies, Inc, Dallas, TX 1/2005 – Present
Principal/Project Manager
Responsible for the business development, sales, and implementation of Customer Experience related professional services for the Southern Region. Project management guidance, project planning and strategy, resource identification, staffing recommendations, input to PMO guidelines and project governance.
* Participated in joint complex sales cycle and strategy sessions
* Managed professional services revenue growth, forecasting, and budgeting
* Developed, negotiated and closed complex professional services engagements
* Developed and position strategic and customer experience workshops
* Presented value proposition and solution architecture for customer experience, web self-service, knowledge bases, marketing, and sales force automation initiatives
* Manage enterprise account engagements, services delivery and generate revenue opportunities
Independent Consultant, Dallas, TX 2/2004 – 1/2005
Major project(s):
Keane, Inc., CRM Consultant
Responsibility for the evaluation of the global Client Information Architecture and CRM initiatives, developing CRM strategies, CRM vendor selection, and implementation team for Mercer Human Resources Consulting.
CRMGuaranteed, Inc., CRM Business Development
Responsibility for mapping out strategies for leveraging existing CRM client implementations, develop go to market execution plans, established marketing channels, and strategic partnerships with third party vendors.
Truck Gadgets, CRM Consultant
Responsible for the CRM/SFA initiatives for the retail and dealer channels. Including the implementation of CRM and the incorporation of new business process to support the increased sales volume and improve the customer experience.
Fusion Labs, Inc., Dallas, TX 1/2001 – 2/2004
Director BPM Practice / CRM Specialist
Responsible for the business development, sales, and implementation of professional services for CRM, SFA, and BPM opportunities. Designing deliverables and services that properly set expectations with the customer. Defining project management process and manage multiple projects simultaneously throughout complete lifecycle.
Major project(s):
CUNA Mutual Group, CRM/BPM Consultant
Responsible leading the Executive Leadership Team in setting Customer Intimacy Vision and Strategies based on our evaluation and recommendations.
* Assessed of the shift from ‘product’ based to ‘solution’ based offerings by the sales & marketing organization
* Established key business drivers, metrics, and critical success factors for the adoption of the core sales competencies, technology delivery, and organization changes
* Organized and lead Business Process Reengineering Team establishing analysis guidelines and documentation standards, and incorporated Siebel’s eRoadmap into the corporate SDLC
* Reviewed Siebel’s “to-date” customer experience to position Siebel’s platform for existing and future initiatives
CZone Media, Richardson, TX 07/1999 – 12/2000
IT Consulting Services
Spearheaded an e-collaboration initiative for home remodel and construction industry. Jointly developed remodeling and job costing database for estimating and project management.
RealPage, Inc., Carrollton, TX 05/1997 - 06/1999
MIS Director
Responsible for developing and executing a strategic business plan for reorganizing/turnaround of the IT organization, including the complete separation from the parent company.
* Reduced outstanding receivables by 70% through re-engineering billing/collection systems
* Decommissioned over 65% of the legacy and stand-alone information systems
* Reduced telecommunications cost 40% by upgrading infrastructure and re-negotiating vendor agreements
* Successfully accomplished management balanced scorecard goals and objectives
* Organized and staffed 25 new IT team members including; project managers, business analysts, data architects, system administrators, data center operators, and help desk technicians
* Negotiated outsourcing services for IT software, hardware, services and data center move
* Incorporated BPM into the SDLC
* Implemented Siebel Sales, Customer Service, and Call Center
* Planned and deployed a Microsoft centric 24x7 data center capable of supporting internal information systems, application development, remote offices, and future e-commerce product offerings
Pagenet Paging Network, Inc., Plano, TX 05/1996 - 06/1997
Project Manager
Responsible for implementing PeopleSoft inventory and order entry modules and integration to accounting, logistics, and fulfillment. Provided leadership for change management, user procedures and training. Built and managed development team staff, consultants, and team members.
* Organized and staffed IT team members including; business analysts, data architects, and system administrators.
* Developed processes re-engineering models, configuration, and technical specifications for PeopleSoft inventory and order entry modules based on Method/1.
* Defined detailed data integration, clean up processes, and load specifications.
Lifson Technologies, Inc., Richardson, TX 1985 - 1997
Owner, IT Consulting Services
Responsible for the business development and sales of key CRM/SFA and ERP opportunities. Designing deliverables and services that properly set expectations with the customer. Defining project management process and manage multiple projects simultaneously throughout complete life cycle. Developed and marketed CRM solution on the PROGESS platform.
Major project(s):
Equita Financial Service, Inc.
SFA/CRM Implementation. Software development and re-engineered existing call center for outbound calling campaigns, agent appointment setting and customer service operations.
National Liberty Company
SFA/Call Center Implementation. Software development, designed new campaigns, identifying target market prospects, developed scripts, trained representatives, and oversaw the call center deployment.
National Health Insurance
SFA/Data Integration Solution. Developed systems integration processes and systems into call center systems.
HealthTech, Inc.
Medical Therapist Time Management and Billing System. Software development and re-engineered existing manual therapist management procedures.
NEC America, Inc.
Implementation responsibility for SYMAX manufacturing and fulfillment modules. Re-engineered the bill-of-materials, shop floor, and product serial number tracking systems.
GTE Communications Systems Corporation
Defined electronic document distribution workflow architecture for the records management of internal technical documentation and drawings.
Federal Aviation Administration
Represented the FAA in managing the contractor charged with the design and development of a $14MM automated warehouse project including evaluation of delivered software/hardware to defined specifications, acceptance test plan, schedule and milestone criteria.
U. S. Telecom, Inc, Dallas, TX 1983 - 1985
Lead System Engineer
* Defined engineering specification for an integrated network management system.
* Developed switch integrated customer access-code management system.
Texas Municipal Power Agency, Carlos, TX 1981 - 1983
Data Base Administrator
* System and operations manager of HP 3000 computers.
* Responsible for the design and development of plant bill of materials management system.
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| Other Skills | Skills & Capabilities include:
* Identifying, developing, managing, and closing solution sales opportunities that produce the highest margins while at the same time, ensuring that deliverable products and services are of the highest quality to ensure client satisfaction
* Directing technical, business and personnel aspects of consulting engagements ensuring that work products and deliverables are of the highest quality to ensure client satisfaction
* Building and leading teams, participating in the design, analysis, implementation, and delivery of business solutions
* Implementing techniques to improve engagement productivity, ensure deliverables are on time and within budget, increase efficiency, resolve issues and achieve cost savings
* Negotiating, closing and forecasting predictable, profitable business for the organization that meets the highest standards of ethical behavior
* Strong customer facing skills, ability to influence and motivate clients and employees, excellent oral and written communication and leadership skills
* Effective organizational strategist and change agent; ability to establish and maintain communications and rapport with clients and peers
* Ability to provide knowledge transfer, thought leadership and solutions, and translate complex issues into compelling business benefits
* IT integration, solution definition, design, development, project/program management, and delivery. |
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