Call Center Scrum Master

John C. Ryan

Annapolis, MD ***** 240-***-****,

**********@*****.***

PROFESSIONAL SUMMARY

Proven executive with over 25 years of leadership and experience in sales, marketing, financial services, and implementation of enterprise-wide programs and systems. Proven ability to translate business requirements to technology solutions in B2B, B2C and B2G environments, resulting in measurable improvements in performance at a reduced cost. Specialized expertise in Information Technology (IT), the financial services industry, customer relationship management (CRM) and call center operations, Software-as-a-Service, Platform-as-a Service and Cloud/IT infrastructure implementations.

UNIQUE SKILLS AND CAPABILITIES

●Strategic Planning and Execution

●Business Process Improvement

●Sales and Marketing

●Sales/Marketing/Service Triggers and Workflows

●Project Management

●Enterprise Resource Planning Systems Design and Implementation

●Software Development, Software Deployment, Call Center set-up and management, Software/Architecture Development Requirements, SDLC Agile, POS software and hardware systems (Clover)

●Familiarities with Sales force Billing system

●Business Intelligence tools, Business Systems Modernization, Integration Efforts, and ERP-JDE/SAP

●Data Cleansing, Process Mapping, Data Analysis, and Data System Model-Design and Delivery

●Legacy Systems Portfolio Management and Integration

●Salesforce-Sales, Service and Marketing Cloud Design, Development, and Implementation

●Certified SAFe 4 Advanced Scrum Master

EXPERIENCE

LP&P Consulting Washington DC 08/13-Present Senior Consultant/Salesforce Lead/Enterprise Architect/Director of IT/Salesforce Operations

Provided leadership, strategy and enterprise technology consulting expertise for growing commercial and federal organizations. Responsible for implementing/improving Salesforce Customer Relationship Management (CRM) software and all related services (IT, Marketing, Service/Sales Process and Operational workflows) across multiple divisions of the company.

Specific accomplishments include:

●Completed 7 strategy and full life cycle CRM implementations for multiple divisions in diverse industries including biotech, financial services, business to consumer/business services and IP global outsourcing.

●Experienced working on Salesforce integration and Steel brick for automation quoting, contracting, and billing process.

●Utilize Six Sigma Master Black Belt techniques to leverage World Class Best Practices and Business Process Improvement, resulting in highly scalable low-cost models.

Works closely with other functional and industry service areas such as Operations, IT, Strategy, ERP, Finance/Accounting and HR to deliver holistic business solutions.

CPA Global Alexandria, VA 4/12-08/13 VP, Sales and Operations/International Salesforce CRM Leader

Responsible for improving Sales, Marketing and Service performance for this global B2B SaaS/services business. Led Salesforce CRM team focused on improving operational sales and customer facing efficiencies globally. Provided leadership and training to innovate and gain organizational improvement through an analytical, integrated process focused approach.

Visutalk North Potomac, MD 3/10-4/12 Co-founder/COO

Co-founded video application business designed to connect and support B2B transactions. Responsible for IT/Operations of this start-up venture that leveraged cutting edge smartphone technology to help consumers/businesses locate and connect with specific business expertise and accurately communicate their needs using smart phone video solutions.

Stone Street Capital Bethesda, MD 7/05-3/10 President/COO/VP of IT Structured Settlement Division

Led a financial services organization that provided liquidity options in exchange for future periodic payments. Responsible for all facets of the company's “growth engine” division. Recruited to rebuild and direct business ramp-up, evolve the business culture and sell the company. Implemented and utilized Salesforce CRM that improved efficiency. Successfully tripled the company’s revenue with significant margin improvement.

Bank of America Charlotte, NC 3/02-7/05 SVP, Banking Center Consumer Real Estate Executive

SVP, Banking Center First Mortgage Executive

SVP, Quality and Productivity Executive Global Treasury Services

National Sales leader for a multi-product segment. Drove banking center channel sales strategy and processes to support an $82+B volume target for all real estate products in the Consumer Segment. Responsible for first mortgage, home equity and insurance production in 6,000 banking centers with 12,000 sales associates. Introduced and deployed Six Sigma methodology to Global Treasury Services.

Scientia Management Systems Tampa, FL 4/01-3/02 President

Founded this highly successful equities trading company that provided software and support to brokers – dealers, securities firms and equities traders. Rapidly positioned the company for profitable acquisition by one of the world’s largest electronic trading companies.

GE Capital High Point, NC 11/96-4/01 GE Capital Commercial Services Vice President

E-Commerce Sales Leader

Built a national origination team for new business to service E-commerce B2B transactions. Used Six Sigma quality tools to develop: new business pipeline, business development process

maps, forecasting tool, prioritization matrix, multi-generation process plan, strike zone, exchange targeting tool and pricing model. Qualified Six Sigma Master Black Belt

Naval Officer Kings Bay, GA 1983-1994

Completed rigorous leadership and graduate level nuclear engineering training to achieve submarine warfare officer qualification.

EDUCATION

Northwestern University, Kellogg Graduate School of Management, Evanston, IL

Master of Business Administration (Marketing, Finance and International Business)

United States Naval Academy, Annapolis, MD

Bachelor of Science, Mechanical Engineering

TECHNICAL EXPERTISE AND CERTIFICATIONS

●Certified SAFe 4 Advanced Scrum Master

●Certified Six Sigma Master Black Belt

●Certified Salesforce Administrator (18177083)

●IT/Salesforce, Salesforce CRM expert, Salesforce Administrator, Salesforce Implementation, Salesforce Architect, Enterprise Level Salesforce Projects

●Marketo, Pardot, Eloqua, Salesforce Lightning

●Conga, Google PPC, Microsoft Office, Microsoft Project, Visio

CLEARANCE

Previously held Top Secret Clearance

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