Project Manager Customer Service

PROJECT MANAGEMENT

Program Manager

Project Manager

Solution Architect

CAREER OVERVIEW

An experienced and successful Manager and Leader with a broad background in

Customer Service and Support, Operations, Inventory Management, Purchasing,

Distribution and IT Program/Project Development and Management.

Areas of expertise include Business Process Reengineering, Order Entry,

Product Support Management, Inventory planning and Control, Warehouse and

Traffic Management, and IT Systems Architecture and Implementation.

Other skills include Sales, Management, and Technical training. Broad

industry background with in-depth experience and success interacting

successfully with all areas of the organization, building consensus,

achieving results, and accomplishing objectives.

SUMMARY OF CONSULTING EXPERIENCE

ORACLE CORPORATION 1997 - 2009

CRM SOLUTION ARCHITECT/ PROJECT MGR

/ IMPLEMENTATION CONSULTANT

Managed CRM Applications Projects and led project teams - Sales,

Marketing, Customer Service, Inventory, and Order Management. Defined

requirements, developed solutions configured computer applications. Acted

as SME for Client Implementation Team- Developed Client user Training

Materials. Worked in USA, Canada, Europe and Asia. Certified Oracle Level 3

Project Manager. Trained in Siebel Essentials. Trained as Siebel Business

Analyst.

INDEPENDENT BUSINESS OPERATIONS IMPROVEMENT CONSULTANT 1991-1997

Varied assignments, over a six year period, in the retail Auto industry,

Motorcycle industry, vending machine/video game industry, and public

sector. Projects involved customer satisfaction programs, business process

re-engineering, training program development and production, and inventory

and order management systems implementations.

CAREER ACCOMPLISHMENTS

( Created customer satisfaction program which repositioned automobile

dealerships to consistently score within the top five in their district and

top ten in zone. Implemented Sales and Service Department training programs

and employee incentive programs resulting in increase of Service revenues

of over 30%. Customer retention rate increased by over 25% in first year.

pg.2

CAREER ACCOMPLISHMENTS

( Developed and administered $600,000 operating budget and $26 million

sales budget. Managed staff of 20. Created 11% net increase in sales by

restructuring pricing policies and reorganizing sales department.

Negotiated and closed single largest parts order in company history

($350,000 contract). Sold specialized machines worth over $500,000.

Increased sales from $18 million annually to over $26 million annually, an

increase of over 44%. Developed and Managed National Product Support

Program which insured 24x7 Service Contact and Replacement Parts Order

System availability nationally for over 2400 Customers in the USA and

Canada.

( Restructured Parts Department as a separate profit center. Initiated

dealership stock order incentive program, improving parts availability off-

the-shelf at dealer level by 20%. Developed and managed program which

improved parts availability at corporate parts distribution center by 11%

and reduced inventory cost by 30%. Created obsolete parts scrapping program

and instituted rebuilt exchange unit program.

( Restructured the Parts department of a six-branch organization, reduced

inventories, and improved turnover by 12% in six months.

( Led team, for a motorcycle importer, which developed and installed a new

computer system, including warranty registration and vehicle warranty

claims programs.

( Reconfigured 35,000 sq. ft. Central textbook and supply warehouse for a

major New Jersey public school district. Performed physical inventory and

facilitated installation and startup of computerized inventory control and

management system for textbooks, supplies, and equipment.

EDUCATION: B.A. INDUSTRIAL EDUCATION. Newark State College

ADDITIONAL TRAINING

PMI PMP Test Prep Course, Kaizen Technologies, Edison, NJ

2009

Seibel Essentials and Siebel Business Analyst

2006

Employee Supervision & Development Seminar, Marmon College

1996

Cost Accounting Seminar, Marmon College,

1995

CERTIFICATIONS

PMI PMP Certified

2010

Level III Project Manager, Oracle CRM Applications

2006

Oracle CRM Solution Architect

2006

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