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Customer Relationship Management/Marketing & Sales

Location:
Floyds Knobs, Indiana, United States
Posted:
November 30, 2018

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Resume:

Jerry W. Dora

Louisville Kentucky Area

**** ****** **., **********, ** 47122

502-***-**** or ac7t6m@r.postjobfree.com

Summary

Extensive experience in leadership, business innovation, business strategy development and execution. Mr. Dora has lead large teams in business innovation, business optimization, process re-engineering, business portal solutions, content management, data mining, and Commerce applications.

Some of the companies Mr. Dora has performed work for Anthem, Humana, Caterpillar, Thermo Electron, Sara Lee Foods, Kroger, The Coca-Cola Company, Lexmark, GE Aircraft Engines, Thomson Learning, Kindred, MotoPhoto, LaStar, and Speedway SuperAmerica.

Expertise includes:

Leadership with direct reports (including CTO consulting)

Technical thought leader who can drive change, increase collaboration, and motivate delivery teams to achieve performance and quality

Excellent oral, written, and visual communication skills, including data visualization and diagramming

Account management, sales forecasting, and business development

Sales strategy, relationship management, pipeline development

Vision and innovation – using technology as a means to achieve significant business results

Business strategy and development

Lead technology evaluation and adoption efforts (including proof-of-concept, proof-of-technology, and riskiest assumption tests)

Security Information Polices creation and execution

User interface design & usability

Translate requirements into specific solution designs for complex business processes and platforms

Provide stewardship for the application lifecycle, influence the feature roadmap, highlight innovation opportunities, manage the investment model, and continue to validate business and customer needs against end results

Business process re-engineering (BPR)

Proposal Creation including cost estimates, project plans, resource allocation, and investment models

Vendor management, software package selection, contract creation, contract negotiations

Creation of Software Requirements Specifications, Information Architecture, Taxonomies, Return on Investment (ROI) models, Site Maps, Process Maps, Use Case Scenarios, Usability Analysis, Wireframes and User Interface Design documents

Experience

Consultant/CTO - Qualmet Legal Systems (October 2017 to present)

Consultant for a leading edge start-up providing legal performance tracking software and services reporting to the CEO. Acting CTO working to establish product design and services, security information programs, technology and vendor selections, services levels agreements, contract reviews, product roadmaps, customer services, and CX design.

Director - Perficient, Inc. (April 2012 to January 2018)

Mr. Dora performed as the Account Director for over 6 years with the responsibility of growing the Humana account and managing daily operations. Under Mr. Dora’s leadership, the account grew from a single small engagement to over $18M+ in sales. Managing direct reports and various project teams, Mr. Dora worked with to align the Humana’s needs with Perficient’s capabilities to build a strong partnership and high customer satisfaction. Built and managed multiple project teams to implement new systems and technologies; including Sitecore, IBM ODM, Azure, Google Search, and many custom applications. Created high-level requirements, technology evaluations, proposals, and presentations to communicate to company leadership.

Anthem, Inc. (April 2006 to Feb 2012)

Mr. Dora worked for over eight years for Anthem’s Consumer business unit in various roles supporting Sales and Marketing departments. Results include:

Increased online adoption rate from 18% to 89% for online sales

Increased close ratio of agent assisted sales by 22%

Reduced enrollment turn-time from 4 days to 30

Increased member retention by 2%

Account Manager Sr. Advisor, Web and Digital Solutions; Consumer Individual Business Unit

Mr. Dora was responsible for the management, strategy development, and support resolution of all online systems for the Consumer Individual business unit including the online shopping portals. Working closely as an advisor to the various stakeholders/system owners and partners, Mr. Dora researches and recommends improvements, develops ROI models, usability changes, project charters, vendor research, competitor research, and other related project documentation needed. Mr. Dora often presented recommendations to company leaders and works closely with other business units and vendors. Mr. Dora has lead or been involved with the following projects:

A $100M+ project including product marketing/sales portals, and CRM

Online support solutions; chat, click to call, videos solutions

Usability reporting/conversion rate increase changes

Vendor relationship/contract negotiations

Process Improvement Director; Consumer Individual Business Unit (Sales and Marketing)

Mr. Dora is responsible for working directly with business leadership to innovate, improve sales, processes, and reduce administration costs. Projects Mr. Dora has lead or been a core team member on high priority projects ranging from $500K to $100M+ to increase membership and member retention. Mr. Dora has implemented a highly successful voice biometric signature solution for Consumer sales allowing agents to close a sale over the phone improving close ratios by over 22% for the Tele sales channel. Mr. Dora helped create the vision, strategy, business requirements and information architecture for the individual automated underwriting solution, member change of coverage online portal, and ePartner integration web services.

Director of Client Services - Perficient Inc., (May 1999 to April 2006)

Mr. Dora worked as the Director of Client Services for one of the fastest growing consulting firms in the United States, Perficient.

Client - Anthem

Mr. Dora consulted for over three years for the Consumer Individual Sales business unit; before being hired by Anthem. Projects Mr. Dora helped create and lead included online marketing and sales portal evaluation/replacement, member retention solutions, underwriting process improvements to reduce turn time, and a voice biometric signature solution.

Client - Caterpillar

This international manufacture of construction and mining equipment needed to provide their customers around the world with a solution that could be purchased for managing large fleets of heavy equipment. Mr. Dora lead the project to create a new web-based portal software solution that allowed for a complex maintenance schedule to be setup and maintained in a rich user friendly graphical application. The system was required to interface with several systems, have a rich security model, provide role based features, and provide users with many features usually only available by client-server type applications. The application also included internalization support with the ability for multiple languages, date/time formats, and currency formats.

Client - Kroger

This large grocery retailer needed a redesign of an existing financial application to improve usability and account for functional issues related to a migration from a client based application to a browser based architecture. Mr. Dora worked with the business leaders to gather requirements and create a new business architecture that would align the business processes to the newer system.

Client – GE Elano

GE Elano brought in Mr. Dora to help analyze a major business problem with the company’s ability to track employee certifications which was causing loss in productivity, FAA fines, and inability to properly schedule customer work orders. Mr. Dora was responsible for the business architecture, software requirements, user interface design and project management for the creation of a custom system that could track and monitor each employees professional FAA certification qualifications and allow the order management system to validate the resource prior to schedule the work. This application has been so successful at meeting the company’s business requirements that it is was adopted by three other company divisions and the business architecture documents were incorporated into company best practices.

Client – Thermo Electron

Mr. Dora was brought in to help the Thermo business leaders move from a holding company model to an operating model with their retail online sales. This $8M project took over 120 retail and information web sites into a single Thermo branded web international commerce portal. Responsible bustiness strategy, project leadership, as well as the design and development of an enterprise portal solution to build a 100% dynamic global web site with B2C and B2B commerce functions for over 250,000 products. Responsible for working with both the business and technical teams for the development of software requirements, user interface design, taxonomy and information architecture, and provided technical oversight throughout the project development lifecycles. This was an international project with over 8 languages and 10 monetary requirements.

Client – Thompson Learning

Mr. Dora was brought in to work with the sales leaders to understand the current sales processes and systems for the company’s custom publishing business for the purpose of making recommendations for improvements to increase sales and customer satisfaction. The key business problem was the company’s inability to handle orders during the peak sales period, causing loss of sales, reduced quality of product, and customer abrasion. Mr. Dora created both a new business and information architecture as well as implemented several business processes improvements to meet the company’s goals. A 30% increase in capacity was gained at the end of the engagement and 100% of orders were able to be processed resulting in a high customer satisfaction rate.

Client – Sara Lee Foods

Worked with this large food industry manufacturer to redesign their communication department’s intranet site and the ‘About’ section on one of their web sites. Responsibilities included user interface design, information architecture, taxonomy, and project management.

Client – The Coca-Cola Company

Mr. Dora was engaged to for the redesign of the company’s North America’s intranet site (the Coke Machine). Mr. Dora worked closely with the marketing design company “Design Forum” (New York City, New York) and Coke’s marketing department to create a new intranet site that would meet the growing needs of the business. The new site provided an updated look, rich dynamic content, content management, and enhanced security.

Business Solution Architect – Kindred (April 1993 to May 1999)

Analyzed the company’s business processes to develop a process reengineering plan to better track and manage lead and marketing data. Researched industry standards and latest technology and created a reengineering plan which would resolve current issues and automate the reporting of sales information. Worked with technical teams to design the sales database to allow additional research to be conducted on the data to better understand sales trends. After reviewing several vendor products, assisted the company in purchasing, installing, and customizing the selected software.

Analyzed and developed multiple automated & manual interfaces to exchange data from a SAP R/3 system with several banks. An extensive process review was performed to validate every step in the movement of data. Interface documents were created that mapped the data and processes involved. All interfaces were written using the SAP R/3 ABAP Workbench and the ABAP 4 programming language.

Designed and developed a medical transcription system for a newly acquired transcription business. The formal process was totally paper based with the need to manually transmit the transcription reports by fax. Developed a system using Lotus Domino 4.0 that met all requirements including workflow, digital/electronic signatures, auto-fax capabilities, billing and error reporting, and a facility database to manage customers.

Additional Employment History

First Health – Lead Programmer: February 1990 to April 1993

AHM Security – Division Manager: January 1988 to November 1989

United State Army Signal Corps – Tactical Circuit Controller: November 1983 to November 1987

Education

Villa Park High School Graduate - 1983

Santa Ana College (Basic Programming) 2 semesters - 1983

U.S. Army Electronics School (Signal Corps: 202-31N) - 1984

References

James H. Beckett, CEO Qualmet Legal, 336-***-****

Rolf Provan, Vice President of Marketing & Operations at Qualmet Legal, 502-***-****

Jude Thompson, CEO Delta Dental, 502-***-****

Brad Ennis, Lead Solutions Architect at Humana, 502-***-****

Randy Brooks, Sr Market Professional at Caterpillar Inc., 309-***-****

Other

LinkedIn Profile - www.linkedin.com/in/jerry-dora-86513710



Contact this candidate