Lucinda M. Carr

*** ******** *****, **********, ** 15239 412-***-****

www.linkedin/in/Lucindamking ac0b29@r.postjobfree.com

SUMMARY

Information systems management leader experienced in developing and executing sales, marketing, and service strategies for implementation and utilization of customer relationship management systems; Goldmines Sales and Marketing, Salesforce.com, and Microsoft Dynamics 365.

Integration & Operations Training Development and Strategies

Global and cross-functional team management Communications and Change Management

EXPERIENCE

Kennametal, Inc., 1600 Technology Way, Latrobe, PA 15650

Global Business System Manager, Dynamics 365 July 2015 – Present

Kennametal is a global supplier of tooling and industrial materials for mining and highway construction industries. Founded in 1938 by Philip M. McKenna in the Latrobe, PA. A 2.6-billion-dollar company, Kennametal employs 12,000 people worldwide and is currently present in 60 countries. Global Headquarters is still located in Latrobe, PA.

Formed Global Dynamics CRM support team and developed them into fully functioning leads within their regions; 3 regional managers, 15 super users.

Tactical leadership role in core project planning and execution with a global impact across all segments of the business; 2 phases (6 + releases), 20 countries, 19 languages, 1642 users in sales, marketing, and sales support roles.

Strategic global communications and change management lead facilitating development of global process and definitions in parallel with systems development and processes leading to increased global collaboration.

Dräger Safety, Inc., 101 Technology Drive, Pittsburgh, PA 15275

Dynamics CRM Program Administrator, North America Regions Aug 2011 – July 2015

Dräger is a global technology company focused in the fields of medical and safety. Family-owned; the company was founded in Lübeck, Germany, in 1889. A 2.5-billion-dollar company, Dräger employs 13,500 people worldwide and is currently present in more than 190 countries.

Re-engineered and optimized use of existing CRM system stimulating management buy-in and increasing end user adoption by 70%.

Streamlined and defined processes for customer service, technical support, sales funnel management, marketing campaigns and leads handling resulting in greater efficiencies, increased customer satisfaction, and more accurate sales forecasting.

Formalized and implemented best practices for CRM system for all North American entities improving quantitative and qualitative reporting.

Produced training modules and materials for all North American teams which was shared and adopted globally and customized locally.

Collaborated with global teams to align specific country strategies and best practices, generating consistency for central reporting and business process management.

Consulted and cooperated with global cross functional teams on gap assessment during business mergers.

Philips Respironics, Murrysville, PA 15668

Senior Dynamics CRM Specialist Aug 2007 – Aug 2011

Philips Respironics is a global technology company focused in the sleep and respiratory markets, providing solutions for sleep apnea management, oxygen therapy, airway ventilation, and respiratory drug delivery. Owned by Royal Philips a diversified technology company; it is headquartered in Amsterdam and is one of the largest electronics companies in the world employing 122,000 people across more than 60 countries.

Launched a new CRM system for sales and marketing which enabled the elimination of over 50 different stand-alone systems and provided a 360-degree view of the customer.

Established and documented best practices for master data management.

Directed gap analysis and data auditing for data migration of existing systems into CRM.

Collaborated with I.T and cross functional business teams to gather business requirements for system enhancements.

Guaranteed system enhancements and processes met business requirements through rigorous end user testing.

Developed processes for marketing campaigns through CRM and advised marketing team on best practices for e-marketing. Results included broader reach into the market, fewer snail mails and lower printing costs.

Robert E Cook Honors College, Indiana University of PA, Indiana, PA 15701

Information Specialist Aug 2001 – Aug 2008

Established in 1994 by Robert E Cook, the honors college is and elite university wide honors college within Indiana University of Pennsylvania; the largest of 13 Pennsylvania Universities in the State System of Higher Education.

Pioneered the design and implementation of a new CRM system for Marketing, Admissions, and Scholarship Departments, enabling management to execute business processes more efficiently by providing qualitative data for analysis throughout the student life cycle. Results included reduction in workforce, almost paperless office, and accurate student enrollment forecast formula.

Launched a migration project from legacy CRM system to a new cloud based CRM system providing additional flexibility for the business process owners.

Engineered and implemented strategy for search optimization increasing visibility by moving website from page 8 to page 1 through use of podcasts, search terms, search friendly links, online press releases, blogs amongst other tools.

EDUCATION

Indiana University of Pennsylvania, M.A. Criminology-Information Security 2004 – 2006

Thesis – Social Engineering in a University Setting

Indiana University of Pennsylvania, B.S. Management Information Systems 2000 – 2004

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