Manager Sales

JOHN VILLANE

Burlington, NJ ***** • 609-***-****

********@**.******.*** • www.linkedin.com/in/john-villane-ii SAP CRM CONSULTANT

Accomplished professional who draws on 15+ years of proven experience in project/program management and IT-related roles to guide diverse teams in delivering complex, enterprise-level solutions that drive achievement of business objectives. SKILLS & CAPABILITIES

Serves as single point of contact with specialized technical knowledge of SAP and Cloud-related programs, providing direction, prioritization, and structure to global/offshore resources while collaborating with business stakeholders to ensure solutions provide measurable ROI.

Assumes ownership for projects from kick-off to go-live, including supporting sales process, working with clients on requirements/objectives, developing project plans, designing solutions, optimizing resources, and predicting potential problems to ensure on-time delivery with highest possible quality.

Optimizes integration by drawing on broad technical knowledge and extensive project experience to anticipate potential issues and ensure solutions work with existing environments and programs.

T r u s t e d business partner who effectively communicates each project’s value proposition, including gaining executive buy-in and re-directing planning toward results that are achievable.

Researches operational and performance data to provide statistics, trends, and reporting that inform leadership steering and decision-making.

Hands-on manager who exceeds expectations by promoting a shared vision and culture of excellence and accountability.

AREAS OF EXPERTISE: Technical Quality Management, Program Consulting, Integration Management, Pre - Sales Support, IT Architecture, Systems Analysis, Managing Offshore Resources, Defining Requirements, Stakeholder Management, Team Leadership, Project Planning,

Highlighted Professional Experience

Cloud Consulting Service, LLC

SENIOR CRM & CLOUD ARCHITECT 02/2016 – 03/2107 & 04/2019 – Present Functioned as Technical Leader, Project/Program Manager, and Integration SME, providing hands-on application and data management support, training, and problem solving for suite of operations and production applications. Liaised with project stakeholders and C-level executives to gather, analyse, design, and implement new business requirements and confirm current technologies were updated where necessary for optimal performance. Maintained contact with affected parties to ensure regulatory compliance and provide updates on project status. Created and ensured delivery according to project timeline and budget. Key Achievements:

• Currently, working on ISU project with large energy company that includes business processes, requirements gathering, configuration, and implementation. Pulling into C4C landscape, billing rates, exception management, credit

& collections, and business roles. Using FIORI Facets so customer service representatives have quick access to billing documents, meter readings, and other customer history, which allows determination of best rate for customer.

• Partnered with business and technical teams on many non-standard and unique business programs/projects and used creative problem-solving techniques to deliver actionable output and reporting.

• Conducted multi-tier/level studies, performed statistical analyses, identified trends, made recommendations, and implemented improvements that translated into measurable operational and/or functional improvements such as the following projects.

• Implemented solution for checking duplicate business partner master data management, then saving records to improve creation and consistency of corporate business partner master data.

• Re-engineered CRM business processes with standard CRM Web UI framework functions, streamlining business operations.

• Directed middleware project that ensured data validation/consistency across 3 platforms. Transformed landscape pe lacking quality, development, and production capabilities through TQM and SAP standardization and rollout of ICC, reducing total cost of ownership and new software implementation. JOHN VILLANE

Burlington, NJ 08016 • 609-***-****

********@**.******.*** • www.linkedin.com/in/john-villane-ii Maines Paper & Food, Inc.

SENIOR CRM & CLOUD ARCHITECT 04/2017 – 12/2019

Senior-level position charged with evangelizing, improving, and optimizing corporate IT programs and projects enterprise- wide. Project work covered initiatives from concept to implementation, with focus on defining client and corporate needs and developing/designing strategic plans and strategies that aligned with stakeholder expectations. Performed cost/benefit analysis as basis for estimates and created resource projections, scope, timeline, and schedule. Documented project objectives, defined team roles, and ensured tasks properly used resources. Actively tracked and reported on progress against plan, quickly escalating and identifying issues to ensure timely, quality completion of all deliverables. Key Achievements:

• Directed multiple strategic Agile IT business programs and projects for CRM and analytics, including implementing SAP Cloud for Customer Solution to replace the On-Promise SAP CRM Solution that dated to 2010.

• Overhauled service component for complaint process by re-engineering C4C, allowing:

- Customers to self-service and file complaints on their own without having to go through a service representative.

- Service representatives to properly use the software by using the structured complaint process instead of the previously used activity management function.

• Led middleware project for integration between SAP ECC and On-Promise SAP CRM that increased data validation and consistency by transforming the landscape to improve quality and production capabilities through TQM and SAP standardization and rollout of C4C for Service, reducing total cost of ownership and new software implementation.

SAP America, Inc.

TECHNICAL QUALITY MANAGER / PROJECT MANAGER 10/2014 – 02/2016 Oversaw program/project management and directed daily operations/development for data warehousing, business intelligence/analytical reporting, information security, and application development. Held authority for gathering inputs from client leadership and partner teams, roadmapping and prioritization, promoting best practices, and mentoring and team management. Additionally, provided technical guidance and support to multiple large accounts on software optimization services, managing showstopper issues, and driving problems to resolution. Key Achievements:

• Led, to successful conclusion, various Premium Engagement Services for the company’s Max Attention Customers.

• Rolled out Innovation Control Center (ICC) for customers in North American Region, reducing total cost of ownership for new software implementation.

• Provided proactive support that prevented unplanned outages by carefully examining systems to identify potential problems before effects were felt.

SAP America, Inc.

SENIOR INSTRUCTOR & GLOBAL ARCHITECT 04/2007 – 09/2014 Selected due to extensive knowledge of SAP products/solutions used to conduct SAP training seminars in large class environments as well as online/virtual delivery. Taught all SAP CRM Education Curriculum, including Industry Specific Solution for Utilities (ISU), Campus Management, SAP Sales and Distribution (SD) class, and SRM Education Curriculum. Key Achievements:

• Taught 2300 students in 7 years while maintaining a TRA score of 6.4, on scale of 1 to 7.

• Prepared 700 students who received CRM Associate Certification.

• Developed curriculum for CRM courses as well as Cloud for Customer Solution. JOHN VILLANE

Burlington, NJ 08016 • 609-***-****

********@**.******.*** • www.linkedin.com/in/john-villane-ii SAP America, Inc.

SENIOR CONSULTANT FOR PRE-SALES SUPPORT 03/2004 – 03/2007 Often traveled with sales team to client sites to assess existing system and recommend solutions to achieve specific goals. Performed fit gap analysis, workshopped to gather current business processes, and defined solutions that could be implemented within existing processes and systems. Investigated and resolved system performance issues around Marketing Segmentation. Key Achievements:

• Assisted with closing numerous sales by recommending solutions and solution enhancements using CRM Marketing, Interaction Center, and Service Management in various industries/environments.

• Performed value engineering analysis and detailed resources needed to implement solutions, ensuring project could be completed within clients’ specifications.

• Earned trusted advisor with client, resulting in SAP acting as prime for additional projects and generating incremental income.

SAP America, Inc.

SENIOR CONSULTANT 04/2004 – 10/2006

Coordinated all program/project activities from contract award through data and hardware delivery, providing project planning assistance using MY SAP mythology concept throughout SDLC within team of 5 developers and 10 function al consultants. Collected requirements and facilitated client validation and user sign off while managing and completing all functional specifications from requirements and development to implementation and sign -off. Provided technical leadership to business groups and executives, presented to business community, and ensured projects met customer expectations. Key Achievements:

• Partnered with SAP Development Team and led multiple integrations of Campus Management 4.72 and CRM 4.0 in various situations, including using CRM Middleware concept and working with admission and recruitment functionality.

• Extensive work designing solutions, configuring versions of, and implementing various aspects of CRM, including Service Request and Service Contacts, Usage Base Billing, Intellectual Properly Management, Marketing Campaign Management, and Sandbox.

• Configured and customized R/3 for transactions in call center environment, as environment for master data uploads, and to perform reverse logistics for repair process.

• Transitioned project from escalation to successful go-live by providing superior customer service and working closely with clients accurately capture requirements.

• Key contributor to diverse types of projects using SAP’s ASAP Methodology; working in architecture that consisted of portals, BW, XI, CRM, and WM Systems; and configuring logical systems. CERTIFICATIONS

Materials Management • APEX Certification • CRM Consultant Certification • Oracle 8 Database Administrator Microsoft Certified Network Engineer (MCSE) • Campus Management Overview & Configuration CRM 5.0: CR500 Middleware, CR100 Customizing, CR700 Service, Ramp-Up Marketing, Ramp-Up Web Clients

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