A Salesforce.com consultant, ADM 201 certified administrator, IBM Certified IT Specialist with 20 years of experience consulting, architecting solutions, program and engagement management to properly implement Salesforce.com, other CRM, and ERP packages. Global experience in multi-country CRM business transformation initiatives with fortune 500 clients which allows a single point of view of the CRM customer and end user. Ability to navigate between the business and technical domains of enterprise software implementations and provide leadership across both domains. Extensive experience creating and capturing CRM value not only through technology but including Strategy and Channels, Process, Management, and People.
CRM Vision Strategy & Roadmap
CRM Implementation Test &
CRM Software Selection
Sales & Marketing
Business Process Reengineering& Development
Salesforce Reports & Dashboards
Salesforce Process Builder
Strategic Account Mgmt
Channel value proposition and deployment
CRM Service & Support
April 2014 – Present
Industries Supported: High Tech, Healthcare, Public Sector
Positions Held: Practice Director – Salesforce
Leadership: Acted as a trusted advisor to clients looking to migrate to Salesforce.com from legacy CRM deployments and make use of Amazon Web Services as part of the migration strategy. Partnered with customers to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals. Developed a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needs.
Management: Served as Client/Engagement Executive for multiple client engagements deploying CRM technologies. Engagement and program management tasks included customer success, scoping, and budgets. Facilitated daily interaction with business unit executives to effectively manage overall projects to a timely completion based on project plans and budget. Presented reports to the steering committees of ongoing programs. Managed onshore and offshore development, test, and operations support teams.
Strategy: Currently working on a 3-D based data solution and Salesforce.com managed package to allow customers to visualize their Salesforce.com data in a virtual setting. Using gamification techniques, customers will be able to visualize and manipulate their data models, metadata, and all associated data in a 3-D setting. Led roadmap, architecture and design sessions for clients wanting to migrate to Salesforce.com from legacy CRM deployments. Led strategy and roadmap sessions with key business stakeholders in evaluating current business processes as they related to current CRM and marketing deployments and future state. Acted as a trusted advisor for key marketing and CRM business processes surrounding lead, opportunity, account, and contact management. Led deep-dive client sessions surrounding integration of current and future state marketing and CRM processes such as MQL, SAL, SQL, and opportunity management.
June 2013 – March 2014
Industries Supported: Pharma, High Tech
Positions Held: Salesforce Practice Manager, Engagement/Program Manager
Leadership: Focused on business development towards growing the newly created national Capgemini Salesforce practice, through consultative selling of professional and business management services and offerings.
Management: Responsibility for defining Salesforce.com solutions for clients. Program management tasks included working as the lead liaison to the business, working with senior management for daily status calls and resolving escalations. Presented Salesforce.com solutions, options and proposals to all levels, from the team to client senior management. Prepared budgetary estimates for architected solutions. Provided scoping, feasibility and impact assessments to senior management.
Strategy: Participated in Salesforce.com integration strategy discussions with business leads. Led the overall CRM software selection for clients. Translated customer requirements into an implementable solution architecture which minimized technical risks. Prepared for the development of the application by evaluation and selection of development methodologies and tools. Provided elements of business analysis, such as taking specifications from the business and tailoring them to provide a solution supported by Salesforce.com functionality.
June 2012 – April 2013
Industries Supported: Insurance
Positions Held: Technical Manager/Lead Architect
Cognizant Technology Solutions
January 2010 – June 2012
Industries Supported: Banking/Financial Services, Retail, CIME, Insurance, Healthcare, Life Sciences
Positions Held: Director/Senior Manager, Customer Solutions Testing, CTS Business Consulting
IBM (International Business Machines)
May 2001 – January 2005/February 2006 – January 2010
Industries Supported: High Tech, Media, Telecom, Pharmaceutical, Airline
Positions Held: Engagement/Program Manager, Technical Project Manager, Lead CRM Architect, Technical Lead, Senior IT Specialist
Certifications: IBM IT Specialist, Open Group Master IT Specialist
January 2005 – February 2006
Industries Supported: Retail, Energy, Logistics, Distribution, Document Services
Positions Held: Senior Consultant, IT Audit Lead, IT Risk and Advisory Lead
SIEBEL SYSTEMS INC.
August 2000 – May 2001
Industries Supported: High Tech
Positions Held: Senior Consultant
ARTHUR ANDERSEN LLP
July 1998 – August 2000
Industries Supported: Real Estate, Automotive, Food and Beverage
Positions Held: Senior Consultant
Hewitt Associates LLP
October 1997 – July 1998
Industries Supported: Banking
Positions Held: Consultant
Bachelor of Arts Studies 1991-1997
University of Tennessee Knoxville, TN
University of Central Florida Orlando, FL
TEXAS SCHOLAR DIPLOMA
Temple High School Temple, TX
ADM 201 Certified Administrator
Issuing Authority: Salesforce.com
IBM Certified IT Specialist
Issuing Authority: IBM
Contact center applications
Business process management (BPM)
Customer relationship management (CRM)
Quote, price, contract & order management
Content & knowledge
Analytics, metrics & measurement
Master data management (MDM)