Sales Customer Service

P. RYAN RODRIGUES, M.B.A.

****@*******.*** 484-***-****

Senior business solutions architect with proven success in creating revenue opportunities through innovative use of

technology. Committed to adding value and exceeding expectations through “out of the box” thinking supported by

wide technical knowledge, multi industry experience and clear communication skills. Self directed, proactive leader who

can build and nurture high performance, cross functional teams.

Competencies:

Strategic Planning Direct Response Marketing Program

Product Development and Innovation Development

Web Application Development Database Marketing Program Development

Business Process Engineering & PURL, QR Code, SMS, Mobile Device and

Improvement eMail Marketing

Software Architecture & Development (SDLC) Vendor & Contract Management

Technical Sales Presentation ISO9001:2000 Quality Management

Complex Proposal Development Certification

1 to 1 Cross Channel Marketing Technology

Subject Matter Expertise

Mar. 2005 – Present CTO / COO BullsEye Marketing Systems, llc., West Chester, PA 19380

dba BullsEye Mobile Marketing Systems

Primary product architect and technology operations manager for BEMS – a start up Marketing Automation

Services Provider. Industries served include Cable, Entertainment, Education, Insurance and Non profit. Clients

include Comcast, Time Warner Cable, Cox Communications, Trump Entertainment, Aetna, Anthem WellPoint,

University of Pennsylvania, Pennsylvania State University, Villanova and the Army National Guard.

Responsibilities

Develop and evolve a vision for where our technology can take us, the potential business opportunities this will

create and the roadmap to get us there.

Provide subject matter expertise and work collaboratively with client leadership and creative agencies to

architect marketing automation solutions that meet the business goals of all stakeholders.

Manage and optimize all production, service and marketing resources.

Generate new ideas, determine market feasibility and manage the complete SDLC for all products.

Support product marketing with sales and technical documentation development.

Highlights

Reduced operating costs by over 30% through resource and infrastructure re engineering and product support

re alignment (2010 2011).

Used Agile methods to manage SDLC for the following products:

C.O.R.E.™ (patent pending)

Gathers profiles of website visitors to instantly generate personal online experiences and multi channel

follow up communications. The CORE automated inquiry response system integrates a website content

management system with a profile capture and scoring mechanism to customize online experiences for each

website visitor. It also includes email triggers to provide real time lead routing and a robust reporting portal

with data export management and a dashboard for website analytics.

A.R.R.O.W.™ (patent pending)

Simplifies direct sales / recruiter marketing efforts while identifying interested leads more efficiently.

Through BullsEye ARROW™, a recruiter or sales force can send and track brand approved one to one, mass

communications in multiple media (postcards, e mail and personal URLs) to local targets with just a few

clicks. Response to each outbound communication is tracked at the recipient level so reps can focus follow

up efforts on the hottest prospects through the integrated dashboards.

A.I.M.™ (patent pending)

Scores prospects and automates nurturing communications while continuously identifying level of interest.

Leverages profile data to identify and execute the right message at the right time to the right person in the

right media format. Response to each outbound communication is tracked at the recipient level so reps can

focus follow up efforts on the hottest prospects as they become ready to accept direct communication.

QR Tracker™

Provides online generation and management for trackable QR codes used in mobile applications for mass

media and direct response campaigns.

Development Budget: $ 1.5 Million; On track to achieve ROI Target of 36 months

Designed and executed multiple large scale 1 to 1, multi channel marketing automation programs for Fortune

100 customers. These programs targeted content and offers by leveraging propensity models, household data

and tactics such as direct mail, email, PURL marketing, QR Codes, mobile websites, SMS mobile marketing,

coupons, surveys, giveaway / premium fulfillment, social media and viral video marketing. Each program was

developed in collaboration with multiple stakeholders (client, agency and media production) to fit upstream

and downstream workflow requirements and provide real time closed loop reporting that was actionable.

Sample results: Improved response rates and ROI over 1200% versus traditional campaigns; Lowered

cost per response by 70% and cost per sale by 38%; Reduced competitive losses by nearly 30%

Designed and implemented a highly available infrastructure to support a Software as a Service platform for

BEMS’ marketing automation suite. This service allows a brand to engage BEMS on a “pay as you go” model to

execute Personalized Landing Pages (PURLs), generate hyper personal direct mail and execute 1 to 1 HTML

emails. The service also provides integration points with conversion pathways (such as shopping carts and

donation forms) to provide integrated closed loop reporting. The platform leveraged XMPie Personal Effect

server technology, Listrak bulk email APIs and custom reporting through Crystal Reports from SAP.

May 2002 – Mar. 2005 Director of Information Technology / Customer Communications, Integrated Graphics, Inc.

dba ICD Global

ICD Global provides clinical trial materials for Pharmaceutical and Contract Research Organizations (CROs)

conducting drug studies around the world. Products and services include Case Report Form (CRF) printing,

Variable Data Printing (VDP), Patient Recruitment material fulfillment, inventory management and global

shipping services. Clients included Johnson & Johnson, Merck, Astra Zeneca, BMS, Wyeth, PharmaNet, Covance

and ICON among many others.

Responsibilities

Directed all front office and back office technology operations including Network Support, Systems

Administration, Software Application Development and Help Desk.

Managed the customer facing Account Management team as interim Director.

Supported business development activities.

Highlights

Built, mentored, and managed a highly effective applications development team consisting of systems analysts,

technical and programming support, database administrators, and software trainers to develop and support a

commercial clinical trial document management solution (TrialVision™ and TrialVision EDC™).

Developed specifications and managed a cross functional implementation team consisting of vendors,

programmers, end users, and management to deliver, launch and support the following software applications

(complete SDLC; Waterfall method):

TrialVision™ Customer Service Portal.

Online product fulfillment and inventory management system (TrialVision™) geared towards

clients in the Pharmaceutical and Biotech industry.

This system was an industry first and allowed our global Pharmaceutical clients to access

real time manufacturing and shipment status information on their Printing and Fulfillment

Projects.

As a customer facing platform, this system required a significant upgrade to the existing

network architecture to provide the high level of availability and security required by the

industry.

TrialVision™ Consensus™ Document Management System.

Online document collaboration software built on the Adobe Server platform. This allowed

distributed teams to create online document approval process flows with automatic status

updated and real time commenting tools.

TrialVision EDC™ Electronic Data Capture.

Hybrid paper and remote data capture (RDC) system that allowed clinical trials to streamline data

capture and speed up the FDA drug approval process for an NDA. This system OEM’d multiple

scanning and image recognition softwares, integrated with the TrialVision™ project management

tool and provided real time drug study progress analytics. Leverage developers in Germany and

India.

Budget: $600,000; ROI Target 24 months; ROI achieved within 18 months

Tasked with identifying and optimizing inefficient business processes.

Reduced response time to client support requests by over 80% over a 6 month period by

implementing a customized Enterprise Resource Planning solution (JobBOSS ERP) that eliminated

double data entry / errors and streamlined information flow between all departments including

Project Coordination / Account Management, Accounting / Finance Manufacturing / Production,

Inventory / Warehouse and Shipping.

Improved quality of service to business owners and clients by implementing a robust Customer

Relationship Management solution (Goldmine Sales & Marketing CRM) to accurately define the sales

funnel, track client contact histories and streamline communications.

Responsible for all aspects of network administration.

Enabled ICD sales force presence in distributed geographical markets by evaluating, selecting and

implementing a secure VPN solution to provide remote employee access to ICD’s network resources.

Implemented a firewall protected “DMZ” to ensure security of client data.

Planned and coordinated software/hardware upgrades, created migration schemas & contingency

plans for “back out” & failures.

Migrated entire organization to Windows 2000 network from NT4.0 increasing security, efficiency, and

availability.

Aligned all I.T. resources and efforts to support Sales / Business Development goals

Authored and coordinated replies to Requests For Information (RFI) and Requests For Proposal (RFP)

for contractual agreements worth approximately $250,000 on average.

Leveraged CRM marketing resources to help generate 100% year over year revenue growth over a 3

year period.

Managed online properties (websites) and drove the initiative to (organically) place the primary web

property on the first page of google (non paid) for our primary search terms (SEO).

Managed the customer service team and championed client issue resolutions with management.

Leveraged customer feedback to drive constant product and process improvements (see ERP and CRM

above).

Standardized client support and training processes.

Performed as primary solutions developer for technical sales to mission critical clients.

Authored technical documentation (technical specifications, product software architecture diagrams,

process engineering flows).

Authored sales support tools (Powerpoint presentations, case studies, project specification guides,

websites, email marketing campaigns).

June 2000 – May 2002 Computer Operations Supervisor / Quality Manager (ISO 9001), Integrated Graphics, Inc. dba

ICD Global

Responsibilities

Communications and technology infrastructure planning, implementation, management and support. Liaison

between business owners and all technology vendors to establish needs, ideal solution design, project costs

and roll out implementation schedules.

Highlights

Planned and managed complete corporate headquarters and manufacturing plant physical relocation

with minimal network downtime. Coordinated multiple vendors on a unified timeline to prep the

target location and provision all infrastructure requirements for “switch over”.

Acted as management representative for ISO 9001 / 9002 quality initiative.

Evaluated and documented business processes for potential inefficiencies.

“Controlled” all documentation and process management for the continuous quality initiative.

Audited business processes and customer interactions for compliance to the ISO standards.

Coordinated efforts of all departments towards certification with sensitivity to business

constraints.

Designed specifications and sourced hardware / software for all technology projects.

Planned and implemented broadband connectivity for back office.

Planned and implemented telephone system upgrade to PBX.

Provided technical support for in house hardware and software problems UNIX & MS Windows

platforms.

Developed and implemented network maintenance plans including back up and recovery strategies.

Aug 1998 – July 1999 Call Center Shift Supervisor, Computer Assisted Survey Team, Cornell University, Ithaca, NY

Responsible for managing a 15 person shift for a non profit call center that conducted social study and quality

of life research for federally endowed individuals and institutions.

Utilized Computer Assisted Telephone Interviewing technology for streamlined remote data capture into

backend SQL databases.

Jan. 1998 – May 1998 Business Analyst, Windber Medical Center, Conemaugh Health System, Windber, PA

Responsible for evaluating marketing opportunities for CEO and Board sponsored projects. Coordinated

departmental benchmarking and FTE utilization studies (in Committee) and presented summary findings to the

Board. Assisted with development of hospital service Quality Policy updates; Evaluated clinical products and

programs for inclusion into the hospital’s services repertoire including Wellness programs and Diabetes Care

programs.

SOFTWARE / TECHNOLOGIES

Business Productivity: Microsoft Word, Outlook, Excel, Powerpoint

Project Management: MS Project, Visio

Windows Server: IIS, Active Directory, Exchange, Small Business Server

Web Development: ASP.NET, C#, VBScript, HTML, CSS

Development Tools: Adobe Dreamweaver, Microsoft Visual Studio.NET

Methodologies: Waterfall and Agile development

Databases: MS SQL, Access, XML; Reporting: Crystal Reports

Direct Mail Technologies: Digital Print, Variable Data Printing (VDP), NCOA, CASS

E mail Platforms: Listrak, ExactTarget, Vertical Response, Knotice, Epsilon, Axciom

Cross channel Marketing: XMPie, MindFire, EasyPURL

eMarketing: SEO, SEM, SSL, Google Analytics / Adwords

EDUCATION

Graduate Certificate in Computer Science, Software Development, West Chester University of Pennsylvania, West

Chester, PA 2001

MBA, Eberly College of Business and Technology, Indiana University of Pennsylvania, Indiana, PA 1998

BS Biology, Chemistry (minor), Indiana University of Pennsylvania, Indiana, PA 1996

PROFESSIONAL ACTIVITIES & CERTIFICATIONS

Direct Marketing Association – Corporate Member

CTAM – Corporate Member

Drug Information Association – DIA Member

Eastern Technology Council – ETC Member

Institute for Electrical and Electronic Engineering – IEEE Computer Society Affiliate

American Society for Quality – ASQ ISO Internal Auditor Certification

Phi Beta Lambda – Professional Member

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