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| CRM Solutions Leader | | | Ref. Number: | CRM11444 | | |
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| Personal Information |
| Personal Profile: | | Easy going, optimistic, go getter, can work well under pressure. | |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | CRM Solutions Leader |
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| Preferred Position |
| Preferred Job: | CRM analyst / Project manager |
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| Preferred Location: | Does not matter |
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| Education | •Master of Business Administration (MBA) The University of Memphis, Fogelman college of Business, Memphis TN, USA
•Bachelor in Computer Science & Engineering, University of Pune, India
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| Working Experience | Lawncare Services Memphis, TN US
TruGreen Companies, Solutions Leader, CRM
Aug 2002 – Current
•Involved in creating a technological transformation to a contact center strategy for sales (residential and commercial), and customer service.
•Lead a team of seven developers in developing and enhancing contact center scripting, sales sheet entry, workforce management, and a CTI / DCM UI interface to the hosted CRM product.
•Lead a cross-functional team in identifying capabilities for executing continuous product enhancements.
•Lead the team tasked with consolidating telemarketing, inquiry sales, and customer problem resolution in both regional and divisional contact centers using the newly developed software. This reduced costs and increased customer retention. This revolutionary, centralized contact center model has helped individual branches focus on operational and service efficiencies.
•Mentored trainers and help desk personnel during product launch.
•More than $20M in sales have been entered through the system. This eliminated manual clerical work.
•Together with a cross-functional team, helped develop and implement the TruGreen web portal. This helped generate $16M in new account sign ups.
•Assisted the customer retention department to manage and coordinate an email communications strategy using CRM.
•Assisted in the management of client and vendor relations with our web-hosted CRM vendor
•Assisted the marketing department in developing customized key performance indicators used in the analysis of marketing effectiveness for various marketing promotions.
Healthcare Jacksonville, FL US
E-DR, I T Consultant, New Product Development
Aug 1999 – Aug 2002
•Developed an Order Fulfillment website catering to 2 sided markets for eye doctors and patients.
•Developed Practice management software product for eye doctors. Product portfolio contained billing, eye exams, insurance verification, leading to a paperless doctor’s office.
•Managed a team of 5 developers for 18 months while creating the product. We were “first to market” portal in eye care industry
•Met with eye doctors to understand systems and processes, led design sessions, gathered requirements for product, and worked with developers, while designing the product.
•In three years, portal generated $6M net revenue.
Transportation and Logistics Miami, FL US
Ryder Logistics, I T Consultant April,1995 – Aug 1999
•I was involved in developing and enhancing customized Supply chain and Logistics JIT software.
•Participated with cross-functional team in developing and maintaining customized EDI transactional product with Ryder’s clients
•I was also involved in designing and maintaining cross-docking software that optimized cross-docking operations, resulting in significant time gains, workers productivity, and lower operational cost.
•Managed two large IT accounts (Chrysler, and GM) while implementing cross-dock application.
Business Consulting, Outsourcing India
Pentafour Exports Software Engineer
May 1993 – Mar 1995
•Involved in developing and maintaining general insurance software for Lamco International Insurance Limited,SA.
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| Other Skills | •Motivated and customer focused
•Excellent vendor-client management and project leadership experience
•Data Analytics (Preliminary SPSS)
•MS Windows, MS Office Suite including MS Project, MS Visio and MS Excel
•SaaS, On Demand CRM (Rightnow technologies), SOAP, AS/400, DB2, EDI, web services.
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