David L. Carreon, PMP
Haddonfield, NJ 08033
609-***-**** (mobile) 856-***-**** (home)
*****.*******@*******.***
SUMMARY OF QUALIFICATIONS
Persistent, responsive, and people oriented Strategy Consultant and Project
Management Professional (PMP ) with a proven track record for successfully
leading and delivering CRM projects. Innovative problem solver, who
thrives on challenges, excels under pressure and gets the job done.
Intelligent, decisive and resourceful team player who possesses outstanding
presentation and excellent interpersonal skills. Quietly assertive, firm
but fair leader and catalyst, organized/thorough planner and effective
negotiator dealing easily with all levels of management. Accustomed to a
fast pace and multiple projects, fulfilling priorities, meeting deadlines,
and effectively leading and facilitating teams.
AREAS OF EXPERTISE
Project/Program Management including project advising and facilitating,
planning, team building, cost projection/risk assessment and management,
scheduling deliverables, implementation, documentation and reporting,
transition management, and maintaining client executive relationships.
Assures client commitment, drives on-time delivery while working
collaboratively with project team and addressing issues. Experienced in
leading large teams, providing career counseling, performance planning and
reviews, and promotion and succession planning.
Business Strategy Consulting including problem identification, defining
scope and objectives, business needs analysis, process improvement
methodologies (Six Sigma), development of solutions/relationships, complex
proposals, ROI & cost justification, price & contract negotiations,
implementation, and managing expectations/change. Extensive experience
with CRM capability assessment in the pharmaceutical industry.
Additionally worked with a number of large multinational companies in the
financial services, consumer, and industrial products industries.
Business Development including pre-sales prospecting & qualifying, getting
appointments with decision-makers, building relationships, appropriating
resources, executive presentations and follow-up, proposal and SOW
development, negotiations and closing, key account management, time and
territory management.
Practice Development including methodology development, reviewing and
documenting lessons learned, recommending internal process improvement,
skills development, developing thought leadership presentations,
researching emerging technologies, and vendor partner relationships
building
WORK EXPERIENCE
ACCENTURE 2005 - Present
Sr. Program Manager
For Pfizer (October 2009 to Present)
. Provided overall program management for the mobilization of the
Salesforce.com (Veeva) Application Support Team
. Worked with project and user teams to define and update Operating Model
for ongoing support
. Organized all efforts to conduct thorough knowledge transfer for the
support team
. Defined reporting process, managed risks, and resolved many
operation/technical issues
. Defined interaction scenarios with Sample Management, Sales Operation,
and Data Service
. Managed issue resolution service and delivered minor enhancement release
for the application
For Celgene Corporation (March 2009 to September 2009)
. Program Manager for Risk Management system to be used by Customer Care,
AE Case Management, QA Compliance, Sales, Marketing, Order Processing,
and Regulatory Affairs. Managed a team of 95, including 10 off-shore
resources
. Led 12 project sub-teams to develop, implement, test, validation test,
train, and deploy a configurable and flexible risk management environment
for its US and global affiliates.
. Managed overall development of application to enable access by patients,
physicians (prescribers), and pharmacies via multiple channels including
Web portal, IVR, Fax, and telephone
. Managed development vendors: Pegasystems, Genesys (IVR Package), Avaya
(PBX), and Oracle (ODSI)
. Improved the efficiency, effectiveness, and scalability of the risk
management process and helped align the organization to the tools and
processes.
To Develop Oracle CRM On Demand Practice within Accenture (November 2008 to
February 2009)
. Developed presentations and communicated messages to share with clients
to build up interest and generate pipeline for a CRM On Demand
opportunity
. Developed "Point of View" assets for describing differences between SaaS
and On Premise solution and key considerations for implementing a hybrid
environment and calculating total cost of ownership (TCO)
. Developed a comparison document between Oracle CRM On Demand and
Salesforce.com; compared functionality, ease of use, integration,
scalability, and costs; educated staff on the capabilities available in
each to help guide clients through decision process
. Developed sample project plans, role descriptions, staffing models and
costs for SaaS projects using an accelerated and iterative application
development approach
. Developed training plans and roadmaps to develop a skilled staff and
share project knowledge
. Set up sales calls with Oracle to manage pipeline and determine next
steps for qualifying opportunity
. Results: Sales pipeline developed for Oracle CRM On Demand opportunity
and Accenture team trained for engagements
For Novartis Pharmaceuticals Corporation (February 2008 to October
2008)
. Program Manager for Siebel (8.0) SFA upgrade assessment. (7,000 reps).
Managed team of 20, including 12 offshore resources.
. Responsible for developing approach to determine effort, risks and areas
that will be impacted as part of the upgrade process; Identified where
existing "out of the box" functionality could replace current areas that
were customized or configured (e.g., Sample Management)
. Defined overall upgrade approach and roadmap; Planned the timing,
resources, costs and deliverables resulting from Design, Build/Upgrade,
Test, and Deploy activities; and defined new technical architecture;
Presented findings and plan to key stakeholders and obtaining funding and
client approval for the upgrade project.
. Results: Received approval for Siebel Sales Force upgrade to include 28
resources (19 off-shore resources) over a six month project life-cycle;
addressed all major risk areas with mitigation plans; mobilized onshore
and off-shore teams to initialize the project.
For Novartis Pharmaceuticals Corporation (January 2007 to January
2008)
. Program Manager for Siebel CRM Upgrade project for Medical Information
Center and Scientific Operations applications and organizations. Managed
a team of 30, including 20 off-shore
. Responsible for: Developing project approach, estimates, staffing,
responsibilities, and schedule; Confirming that all requirements, project
plans, and business impacts are communicated to stakeholders; Managing
relationships and coordinating work across six stakeholder groups;
Leading quality management reviews; Facilitating resolution to project
level issues; Communicating project status to sponsors; Reviewing and
managing all scope changes through a formally defined scope change
process
. Provided a data hygiene solution including the development of business
rules and processes in order to de-duplicate and cleanse professional and
account data received from the DW system.
. Improved process and application for outbound DTC campaigns.
. Developed marketing feedback loop process to measure consumer usage of
marketing kits against sales activity with professional
. Results: Upgraded the Siebel application from 7.5 to 7.8; delivered on-
time and on-budget. Determined and implemented high priority
enhancements, improved application performance and user interface, and
simplified functionality through the removal of unnecessary
customization. Client users enthusiastically received and adopted new
application function.
For Endo Pharmaceuticals (September 2006 to December 2006)
. Program manager for Marketing data mining and reporting tool (Spotfire ).
Developed project objectives and led user requirements meetings and
reviews.
. Developed project charter, user requirements, data requirements, and
worked with professional services organization to install and configure
the tool.
. Developed analytical models to answer business questions for: Market
Performance, Call Plan Execution, Physician Segmenting/Targeting, and
Product Launch Tracking
. Results: Documented findings and benefits and made recommendations for
future phases. Developed and presented Roadmap to client executives that
included rollout approach, functions, benefits, and budgets
For King Pharmaceuticals (May 2006 to September 2006)
. Program Manager for a marketing team that needed to take over sole
responsibility for managing a major pharmaceutical brand
. Managed transition process to: 1) execute the transition/hand over of
commercial assets (e.g., promotional materials, sales training) and
associated relationships; 2) enhance capabilities of the brand team to
handle increased responsibility; and 3) execute communications to
stakeholders impacted by the changes.
. Managed the development and delivery of the Transition Plan, Gap
Assessment, and Marketing Capabilities assessment, which were well
received and approved by the client.
. Developed plan for building out Marketing Capabilities, including Market
Research & Analytics, Brand Planning & Management, Design of Brand
Campaigns, Promotional Materials Management, Professional Promotion
Programs, DTC/DTP, eMarketing, Integrated View of the Customer, Medical
Affairs, Medical Education & KOL Management, Managed Care Contracting,
Sample Management, and Customer Service
. Results: Client successfully implemented transition plan and effectively
built up marketing promotion capabilities within six months.
For Sanofi Aventis (December 2005 - April 2006)
. Program Manager for converting and migrating application and data from
legacy Siebel to target Dendrite system.
. Developed project plans (WBS, project roles and responsibilities,
schedule, project reporting, and risk mitigation plans). Escalated and
resolved issues in order to maintain project schedule, and coordinated
with other projects.
. Managed technical resources in 1) providing ongoing technical support of
legacy system, 2) planning, designing, and building data conversion
extracts and loads, and 3) retiring the legacy application.
. Results: Current obligations for help desk support and data loads
fulfilled without degradation of service; All source data (customer,
activity, alignment, call samples, affiliations, call notes) converted
and extracted to target system on time and on budget; Application
retirement plan for legacy system developed and implemented. Effectively
managed resources who were about to loose their jobs at completion of the
project. Maintained high morale and business focus. Client was very
pleased with results.
C3i, INC. 2001 - 2005
Director, Client Engagements
For Eisai Pharmaceuticals
. Program Manager for Siebel CRM Upgrade for approximately 800 field sales
and home office representatives; Upgraded Sales Planning, Calling,
Reporting, and Sample Management functions.
. Established vision and direction for program management office. Worked
with client to jointly run kick-off and steering committee meetings with
client executives
. Addressed key issues related to initial scope, schedule and personnel.
. Managed upgrade approach of running the Siebel upgrade and re-developing
functionality in 7.7
. Led team building and development activities, which resulted in high team
morale (15 members).
. Results: Upgraded Siebel 6.3 to Siebel 7.7. Successfully managed the
project (time and on-budget) up to the beginning of the testing phase.
Effectively led transition when leaving to join a new firm
For Daiichi Pharmaceuticals
. Program Manager for the Siebel CRM implementation for approximately 300
field sales and home office representatives
. Established vision and direction for program management office Provided
methodology and quality oversight; Developed requirements for Sales
Planning, Execution, Reporting, and Sample Management
. Managed relationships with client executives. Developed understanding of
client's needs and how the project supported business objectives.
Participated in Steering Committees, addressed scope, schedule and
personnel issues, and assured client commitment to the project.
. Managed 8 concurrent project tracks consisting of over 25 project team
resource
. Managed project Initiating, Planning, Executing, Controlling, and Closing
processes including: scope verification, WBS planning; resource
planning, activity sequencing, activity duration estimating, cost
estimating, risk management planning, schedule development, cost
budgeting, and project plan development, performance and status
reporting, scope change control, and risk monitoring and control, project
plan execution, project communications, team development, quality
assurance, and contract administration
. Results: Siebel 7.7 ePharma application successfully implemented for 300
sales reps across 8 organizations. Project implemented on time and on-
budget. Achieved outstanding client satisfaction
For Boehringer-Ingelheim Pharmaceuticals, Inc
. Program Manager for multil-phase Data Warehouse and Siebel Analytics
system implementation. The objective is to analyze data from field
sales, home office sales and marketing groups, IMS Health, and various co-
promotion and consulting partners to facilitate and enhance decision
making
. Managed all project initiating, planning, controlling, executing, and
closing processes
. Actively participated in Client Steering and Operating Committees.
Conducted one-on-one and group presentations with client executives and
business leaders
. Gathered and documented requirements for metrics and dimensions, business
rules, data validation rules, reports, ad-hoc analysis and user group
access
. Effectively managed client expectations on scope, timing, and phasing of
functionality
. Provided overall project management and leadership to multiple teams:
Business Rules, Visibility, Data Quality, Data Integration, Siebel
Analytics Configuration, Testing, Infrastructure, Transition & Change
Management, Training, and Production Environment
. Results: Provided electronically delivered analytical reports to sales
representatives in the field, and other reports/dashboards to home office
users. Power users to access dashboards and Siebel Answers for more
detailed analyses
For Boehringer-Ingelheim Pharmaceuticals, Inc
. Program Manager for multi-phase Siebel CRM implementation. Managed all
initiating, planning, controlling, executing, and closing processes
including: scope verification, WBS planning; resource planning, activity
sequencing, activity duration estimating, cost estimating, risk
management planning, schedule development, cost budgeting, project plan
development, performance and status reporting, scope change control, and
risk monitoring and control, project plan execution, project
communications, team development, quality assurance, FDA Validation, and
contract administration
. Implemented Siebel SFA for over 1800 field sales representatives (Primary
Care reps and managers, Specialty Office Based reps, Medical Specialists
reps, HIV Specialty reps, Sales Service reps, Managed Care reps, Senior
Care reps, and Medical Science Liaisons)
. Implemented Siebel Pharma vertical package with the following
functionality: Contact Management, Account Management, Activity
Management, Targeting, Medical Education, Sample Management, Reporting,
and Siebel Hand Held
. Managed Transition Planning; Change Management and instructor lead
training
. Provided project advisory services to the 14 concurrent project tracks
consisting of over 40 project resources, over a period of 11 months
. Results: Project implemented on time and 10% under-budget. Siebel 7
ePharma application successfully implemented across 7 organizations.
Sales representatives enthusiastically received and used the system.
Received outstanding customer satisfaction rating.
For Bayer Pharmaceutical
. Program Manager for the Siebel CRM implementation-the first Siebel 7
implementation at a major pharmaceutical industry client
. Managed 12 concurrent project tracks consisting of over 40 project
resources over 11 months
. Developed and reviewed project roles and responsibilities with team
members
. Led JAD sessions with client to uncover business and functional
requirements and system design for Sales and Sample Management
. Developed Project Plan and schedule, which accounted for risk mitigation,
and tracked deliverables across 1400 tasks. Coordinated milestones among
the 12 project sub-teams, and was regularly tracked during weekly status
reviews
. Effectively managed scope changes and set expectations with users and
user management.
. Conducted numerous team-building activities to maintain and strengthen
team moral during an arduous 11-month project.
. Results: Siebel 7 ePharma application successfully implemented for 1700
sales reps across 5 organizations. Project implemented on time and on-
budget. Received highest rated customer satisfaction rating of any
project in the company's history. Earned company's President's Award.
ZEFER COPORATION 1999 -2000
Sr. Program Manager
For Wyeth Pharmaceuticals
. Project manager for eDetailing analysis phase for recommending approach
for delivering personalized and targeted online messages to prescribing
professionals and healthcare influencers
. Developed project plan, approach, and budget; Led fact gathering,
interviews, and process mapping workshops
. Defined business requirements through user sessions designed to focus on
maintaining and enhancing relationships with high prescribing physicians
. Determined opportunities to increase overall prescribing habits of
physicians through access to "No See" doctors, remote territory
physicians, and low quintile prescribers
. Developed approach to support ongoing relationships with targeted
physicians in vacant territories
. Developed recommendations to provide a low cost channel to market non-
promoted products
. Results: Provided recommendations for processes and technologies to
enable eDetailing. Developed key learnings to enhance client's one-to-
one relationships with physicians
For a global workplace solutions provider (office space outsourcing,
administration services),
. Assessed strategies for client to provide new "on-line" offerings, reduce
cost of operations, and expand its customer base.
. Analyzed new business offerings to understand and develop CRM
requirements (sales, service, and marketing) for each of the constituents
. Researched industry best practices for call center, ERMS, web self-
service, interactive chat, and VoIP
. Assessed current and planned technology infrastructure and determined
high-level IT requirements
. Interviewed sales, marketing, and branch office personnel to ascertain
business requirements
. Result: Created CRM roadmap for integrated Contact Center. This included
plans for providing customers with personalized, value-added, and easy
buying experiences. It contained functions needed to perform excellent
customer service and support. And it considered how to leverage customer
data/history/behaviors in making product and service decisions throughout
the customer lifecycle
GE CAPITAL 1998 - 1999
Manager, Sales Force Effectiveness
For GE Capital Sales Center of Excellence (COE)
. COE Program manager for implementing Siebel projects at GE Capital
. Established development environment to provide Siebel configuration and
testing
. Developed a Six Sigma Quality based implementation methodology with
project templates, quality tollgate checklists, and project work plans
. Provided subject matter expertise in process improvement, strategy
definition and change acceleration
. Negotiated contracts and managed relationships with integration,
training, and ASP vendors
. Managed the development of a central Intranet repository for sharing best
practices and lessons learned
. Result: Provided rapid delivery of high quality Siebel solutions for 14
of the 28 GE Capital businesses during 12 month period; Projected cost
savings of $10MM; Most businesses measured benefits in productivity,
cycle time and sales effectiveness
For a Leading Global Provider of Satellite Communications services
. Project managed the rapid delivery of a Siebel Sales solution. Developed
project plan and approach
. Assessed and documented the current sales process and information
systems. Conducted constituency analysis with sales/marketing personnel
and business executives. Defined the "to-be" process vision and Siebel
functional requirements as well as the change plan to address
organizational and training issues
. Assessed outsourcing issues and made recommendations for ASP vendor to
support Siebel production environment. Worked with ASP to launch system.
Directed training development and implementation
. Results: Implemented Siebel Sales Enterprise for 75 sales representatives
in 18 weeks. Implemented Target Account Selling sales methodology and
training for sales force. Implemented Balanced Business Scorecard to
measure sales effectiveness and promote buy-in. System enthusiastically
received by sales force and management
KPMG and PRICEWATERHOUSECOOPERS 1994 -1998
Principal
For a communications company,
. Designed approach for reporting profitability for a global communications
company, which was declining in profitability and needed to better manage
promotional investments
. Conducted company analysis and mapped Direct Mail and Telemarketing
processes
. Researched best practices for measuring profitability and methodized
framework for viewing channel, product and promotion costs.
. Developed approach for managing promotional investments based on product
and channel.
. Result: Recommended Lifetime Value Analysis as profitability measurement
with drill-down questions for product/ product line, channel, promotion,
and customer profitability
For a global window and door manufacturer,
. Determined product line, channel and customer profitability for company,
which was not profitable and needed to make strategic decisions about
product rationalization and pricing
. Conducting Activity Based Costing (ABC) analysis and uncovered
complexities in products and processes that influenced cost.
. Led constituency workshops in order to more accurately assign indirect
costs to products, channels and customers.
. Result: Showed that a major customer (which was 30% of the company's
business) was not profitable and made recommendations for improvement
For a global pharmaceutical company,
. Led client management team in developing vision statement, strategies,
critical success factors and performance measures for the Managed Care
organization of a large pharmaceutical client
. Conducted constituency analysis and re-defined the managed care sales
process. Developed recommendations for improving the workflow,
implementing information systems and tools and implementing
organizational improvements
. Result: VP of Managed Care communicated operational strategy to
organization with balanced business performance metrics
For a global pharmaceutical company,
. Re-engineered the Customer Response process that included improving the
process of a field representative (2500 representative) interacting with
the home office in providing customer proposals, contracts, grants,
programs and legal requests
. Conducted constituency interviews and workshops. Researched industry
best practices
. Result: New business process with a cycle time reduction from 60 days to
1-2 weeks.
IBM CORPORATION 1982 -1994
As a sales manager for IBM,
. Managed and directed 10 sales representatives serving 300 clients in the
consulting, process, manufacturing, and distribution industries.
. Responsible for budgeting, forecasting, talent selection, team building,
training, coaching and evaluation, compensation, and succession planning.
. Ranked in top 15% of sales
As a sales representative for IBM,
. Revived a large dormant aerospace account through exceptional service and
extensive business consulting.
. Achieved mainframe hardware growth of 1000%; over 2,000 PCs sold;
Executive Decision Support System installed on VM mainframe; SNA backbone
standard installed and consolidation of heterogeneous networks.
. Ranked in top 10% and received several promotions.
EDUCATION / CERTIFICATIONS
BS, Mechanical Engineering, Drexel University, Cum Laude, 1982
Siebel 7 BA Certification
Siebel Customer Certification
Project Management Professional (PMP ) Certification
Oracle CRM On Demand Developer Champion Certification