Project Customer Service

Profile: Delivering strategic transformation by employing a 360-degree

customer centric technology-based approach to help businesses improve their

sales and service effectiveness focused on financial targets and leveraging

agile (PMI) project management principles.

Technical Skills

CRM Technologies - Siebel/Oracle, Salesforce, Sugar, Xactly Incent,

Pervasive, Sharepoint, eRooms Autonomy, and Documentum. (Webpublisher, DAM,

SAM, & Portal), MS Office Suite - Project, Excel, Access, Word, PowerPoint,

Query, Outlook. Lotus Notes, Visio & FrontPage, Primavera, dot net, SQL

Hashmi Consulting Services - Engagement Director/Program Manager/Project

Mgr 1/ 2007 to current

Project - Star Furniture - Oracle on Demand CRM - Campaign Mgmt,

Opportunity Management, Lead management

Project-Westwood One $300MM - Media & advertising company -Sales

Automation/Customer Relationship Management (CRM) - 150 seats -custom

dot net solution - redesign, deployment and training

Revised System design to in incorporate sales process, rates,

inventory management and sales commissions

Project - Broadway Bank - Mapped service process and created high level

design to leverage existing MS Dynamics with Econiq and Pervasive

Project - Amplify Credit Union $400 MM -designed Sugar functionality for

integration with Econiq (screen

scraping technology) for Service requests and opportunity

management - deployment and training

Project- MidSouth -$1 Billion Asset Bank, Customer Relationship Management

(CRM) 370 seats - $2 Million, 45

resources - Result - Enterprise Customer information

systems integration (2007 - 2008) Oracle Siebel

CRM/ERP, Pervasive

Project- $3 Billion cement company - Customer Relationship Management (CRM)

50 seats - $200 K,

- Result designed system and timeline for deployment for

Oracle On Demand with integration with Oracle

Financials

* Providing overall systems integration design, delivery and overall

program/project management

* Defined systems integration strategy for a solution that created a true

360 degree holistic customer view

* Developed enterprise based requirements document using interviews and

workshops

* Created training guide and training strategy - provided online training

for initial users of prototype

* Crafted ROI and financial model for project valuations and returns

* Mapped and redefined functional processes based on gap analysis to

establish new workflow models

* Sequenced delivery of full life cycle implementation and configuration of

Siebel Oracle On Demand (R15, 16)

* Strategically incorporated sales force automation, financial reporting,

and customer service call center

* Scribed master test strategy & test scripts, training strategy & training

plan, deployment strategy

* Researched offerings of major vendors based mapping business needs to

tech offerings to strategic and operational objectives Evaluated vendors:

Salesforce, Oracle, Siebel, Connections, NetSuite, Infor, MS, SAP

* Managed and mentored multi functional team of clients and consultants

Project - Strategic Planning- Result - Board approval led to clarity of

business direction and sharper focus to achieve financial

goals.

Project - Customer First - process mapping - Result - Electronic Records

Management and reduction of manual processes with 20% reduction in head

count by reallocation of head count to different departments

Project - C level Project Prioritization - Result projects prioritized

based on highest revenue generation contribution

* Interviewed C-level executives to determine Vision and Strategic

Objectives to develop requirements

* Developed Prioritization Model with value generating levers to determine

scale for priorities.

Perficient - Enterprise Content Management - Sr. Project Manager

10/2005 to 12/2006

Full lifecycle PM experience (Rational & Waterfall Approach): Documentum,

(Webpublisher, Digital Assets Manager, Site Asset Manger, Retention Policy

Services), BEA Portal, and Autonomy

Projects -Implementation of ECM projects: Sysco, AMD, McKesson, Cheniere:

$3 Million, 16 resources,

* Managed ECM Budgets, staffing, issues, QA - Documentum 5.3 architecture,

Autonomy search, Imaging and Workflow, Supplier Packet Management project

to completion while managing team 20 plus client team members across 5

concurrent projects as Program Manager with total of 16 consultants

* Coordinated Content Management (development and QA) with onshore and off

shore teams for Webpublisher, & Digital Asset Manager for PC processor

manufacturer

* Managed, deployed and delivered Records Management Retention Policy

Services (RPS) ECM module for oil and gas client

* Created use case templates, use cases and scenarios for implementation

based on requirements for external data integration, workflows (order of

steps, dependencies, time management) for portal

Amegy Bank (Southwest Bank of Texas). Retail Strategy Implementation &

Product Mgr- 2003 to 2005. $7 Billion Assets, $650 million in

Consumer Loans Vendor Management, Marketing Analytics, and Customer Insight

- Led coordination and implementation of marketing and sales programs,

budgeting, pricing strategies, marketing

strategies, incentive programs, training, advertising programs and new

product development.

Consumer Loan Products - Results

* Added bottom line value - Product adds $12 million annual bookings

* Rolled out product in 5 weeks while managing cross functional team of 25

people

Retail Strategy - Result - Cohesive focus to meet retail division's

financial metrics

* Provided Customer Service & Support business owners guidance and

assistance with developing business plans and defining

strategic direction to achieve loan growth of $135 million and deposit

growth of $200 million

Implemented Web tools enabled feedback loop - Results: Reduced costs by

500%, reduced cycle time by 2 months, and savings of

80 man hours

Accenture (Andersen Consulting) Financial Services - Consultant

2000 to 2003

$3 Billion Annual Revenues, $800 million Financial Services Practice - ERP

Insurance Implementations & Customer Relationship Management -

Siebel Oracle

Roles included: Global Project Team Lead, Diagnostic Consultant,

Interfaces Design Lead, and Siebel

Trainer. Clients: American Century, Nationwide, Chubb, Erie, and Principal.

Project -Product Development and Implementation Problem Prevention Project

(Role: Global Team Lead)

* Received outstanding contribution evaluation

* Developed Sharepoint foldering and authority structure for Global Problem

Prevention Project

* Identified $2 million in cost savings for implementation through

development of business case & successful on-time

implementation of new product roll out

Project -Erie - Interface design team lead for Implementation of the

Accenture ERP Dot net, Insurance Solutions modules of

Policy Administration

Project - American Century Investments - Siebel CRM Implementation - Team

(Role: Consultant)

HCC Holdings, Houston, Texas IT Business Analyst

1999 to 2000

* Billing records management - Achieved savings of $30,000 by shifting to

electronic storage and transmittal to reduce dependency on paper processes

for travel reimbursement procedures

* Initiated electronic record keeping of applications testing procedures,

emails, and SIRS

State Farm Insurance, Houston, Texas Litigation/ADR/Claim

Specialist 1988 to 1999

* Instructed classes for conflict resolution via ADR, regulatory special

investigative handling

* Co-crafted Records Management policy on two class action lawsuits for

South Texas

* Led local corporate initiative to develop business plan for handling

potential class action litigation

Education

MBA - Information Technology and Marketing GPA 3.70/4.0 Overall

3.9 Major 1998

Houston Baptist University, Houston, Texas

BBA - Management / Finance, Baylor University, Waco, Texas

1986

University of London

1985

Siebel Design School - Functional Requirements Mapping class Version 6.0

2000

Affiliations: American Marketing Association, Project Management Institute

(PMI)

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