Executive Vice President, Information Technology Chief Technology Officer (CTO)

QUALIFICATIONS PROFILE

Highly analytical, seasoned, and results-oriented professional with extensive experience in program management as well as service, digital, and product technology. Equipped with proven track record of success in structuring strategic vision, architecture models, and technology roadmaps. Adept at formulating and implementing cutting-edge solutions to bridge technical functions with core business operations. Armed with solid leadership capabilities in managing high-caliber teams while ensuring on-time large-scale project delivery. Known for excellent communication and interpersonal skills in establishing relationships and collaborating with various clients, stakeholders, and management.

AREAS OF EXPERTISE

Organizational Effectiveness Strategic Planning Road Mapping Enterprise Architecture Cost Reduction

Business Process Management Budgeting Operational Support Voice/Contact Center Technology

Buy vs. Build Cloud vs. Premise Agile vs. Waterfall

PROFESSIONAL EXPERIENCE

ADP § Roseland, NJ

Vice President, Customer Relationship Management (CRM) and Service Tools Technology Aug 2017–Present

Developed the corporate CRM and service tools strategy to support the client service representatives and client account executives servicing objectives.

Architected the service analytics data exploratory environment for data analysts and data scientists to perform analysis, while protecting operational data stores

Expertly handle issues in relation to the design, development, and deployment of CRM solutions

Identify business needs in partnership with business executives, stakeholders, and product owners

Served as point-person in transforming the company to a client-centric organization

Spearhead the implementation of Siebel Mobile solution for client account managers

Effectively utilize artificial intelligence (AI), machine learning (ML) and natural language processing (NLP) in knowledge management, ChatBots, and predictive analytics

Key Highlights:

Defined ADP’s client self-service support model and drove significant reduction in client interactions by integrating numerous service features into ADP’s line of products

Played a key role in migrating 3,000 users to strategic CRM platform and closing 4 legacy platforms, as well as adding client data from 3 BUs into our master data management platform

Improved productivity of client account executives by implementing Siebel Mobile

Achieved $2.5M in labor savings, decommissioned two legacy applications and reduced excessive client communications by successfully implementing Siebel Campaign Management for service notifications

Increased project velocity through the creation of competent, execution-focused Agile Delivery teams

Senior Director, Voice and Contact Center Engineering Jan 2011–Aug 2017

Supervised various engineering teams in designing, establishing, and implementing cutting-edge, strategic enterprise voice and contact center technologies

Delivered services to 6 BUs operating over 125 separate and distinct contact centers with 15,000 agents across 150 domestic and international locations

Steered efforts in defining the following:

–Technology roadmaps including migrating to a centralized datacenter environment and using cloud-based solutions for functionality, such as Chat/ChatBots, interactive voice response (IVR), virtual hold, co-browsing, call recording, and voice biometrics; and

–End-state architecture and strategic roadmap for multiple applications used in support to 37 company small business services (SBS) contact center locations as strategic consultant, while determining and documenting technical dependencies and designing a two-year roadmap

Key Highlights:

Transformed ADP’s service organizations from a location specific model to a centralized, service-based model, thus saving millions of dollars by improving the efficiency of how client interactions are handled, significantly improving system performance and reliability and allowing for the rapid deployment of shared cutting edge technology

Achieved $11.3M in annual savings by migrating the voice infrastructure in 141 locations throughout the United States to a centralized data center voice environment, which was completed within 15 months and 3 months ahead of schedule

Merrill Lynch § Hopewell, NJ

Vice President, Contact Center Technologies May 2000–Dec 2010

Capitalized on industry expertise in efficiently managing the following:

–Contact Center Technology and Client Relationship Management for Merrill Lynch Global Wealth Management in the support of eight contact centers across five domestic and international locations; and

–Bank of America / Merrill Lynch merger for Service Technology; and

–Design and deployment of three BPM solutions using the following:

oTIBCO for the management of the Know Your Client (KYC) process;

oSiebel’s Service Request for the administration of cases in the retirement services contact center; and

oSalesforce.com for the direction of the cases initiated through email from Singapore

Key Highlights:

Served as driving force in establishing the organization by implementing and supporting various contact center technology projects, while directing a number of strategic initiatives for IVR, BPM, and CRM

Succeeded in consolidating and optimizing the service technology for the nine Bank of America and Merrill Lynch Global Wealth Management contact centers, which completed in two years, thus allowing for the seamless servicing of both banking and brokerage client inquiries

EARLIER CAREER

AT&T § Various Locations

District Manager, Order Tracking and Management Technology Piscataway, NJ

Senior Architect, Enterprise Architecture Center of Excellence Bedminster, NJ

Systems Developer, Information Technology East Brunswick, NJ

EDUCATION

Bachelor of Business Administration in Computer Systems

Bernard M. Baruch College - The City University of New York (CUNY) § New York, NY

Associate of Applied Science in Computer Programming

Queensborough Community College - The City University of New York (CUNY) § Bayside, NY

PROFESSIONAL DEVELOPMENT

Dale Carnegie

Certified Six-Sigma Green Belt

Vice President Development Program

Executive Management Program

Siebel CRM Client Advisory Board

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