Senior Project, Portfolio & Program Manager / Senior Operations Manage

Senior Project, Portfolio & Program Manager / Senior Operations Manager

Certified PMP, highly successful in directing Global, cross-functional teams of technical and business experts through all project phases in SDLC software development, full business Contact Center implementations, CRM & Telephony deployments, Knowledge & Content Management, PHI and Regulatory compliance and other areas. Highly skilled in Healthcare, Disease Management, Biotechnology and High Technology disciplines and industries.

Results-oriented Operations Leader with a unique set of skills and solid business insight with the ability to ascertain and analyze needs, forecast goals, streamline operations, and envision and deploy new program concepts. Over two decades leading and developing sales, services, call center and IT operations groups, recognized for successful business tactics and strategies, demonstrating management expertise while implementing initiatives to meet company objectives and contributing to bottom line. Proficient in the management of a diverse range of departments, professionals, and programs. Adept at setting and achieving high standards of quality.

QUALIFICATIONS

Strategy and Execution – Ability to drive SDLC and all project phases in the discovery, strategy, design and execution of multi-million dollar projects on a global level in Healthcare, Biotechnology, Diversified Retail, Publishing, High Technology industries.

Cross functional Team Leadership - Skilled in creating and leading diverse, international teams through complex projects and initiatives. Consensus builder and leader through action.

Customer Engagement Systems Analysis & Design: Substantial BA work and a CSAT focused expertise in the analysis of business requirements and the selection, development and deployment of customer engagement technology processes, procedures and human resources.

Customer Driven Management - 20+ years experience in customer-facing management positions managing diverse and global teams in operations, sales and services. Board Room, Focus Group and Factory Floor presentation skills.

CAREER ACCOMPLISHMENTS

Built 5 complete Contact Centers from the concrete up, deploying sophisticated Contact Center technology, processes and talent.

Led $35M Medicaid Enrollment and Member Services program supporting the MA Health initiative.

Drove Shared Services consolidation project for the SEIU with a member population of 2.1 million.

Managed integration strategy and implementation for three Mergers and Acquisitions involving consolidated IT and business process and systems.

Improved Sales Cycle timeline and Customer Satisfaction through establishing a global sales operations program across 8 countries for a leading e-commerce firm. Led initiative for a worldwide implementation of CRM with the integration for front and back office systems

Implemented innovations to surpass sales quotas consistently, focusing on turnaround strategies for lagging territories and creating new channel opportunities including Federal Government and Special Account sales groups for a leading Professional Publishing firm. Improved Customer Retention by creating holistic sales and service programs that complemented rather than competed with each other.

EMPLOYMENT AND CONSULTING EXPERIENCE

David E. Wilson, PMP - IT, Call Center and Operations Project Management Consulting

Healthways International Westborough, MA Senior Project Manager- Global Support 06/11- Present

As the Lead Project Manager for technology, currently implementing a Medical Contact Center solution for France's Caisse Nationale d'Assurance Maladie des Travailleurs Salariés (CNAMTS) to improve the well-being of diabetes patients across France. Responsible for driving the design, development, testing and deployment of the EMBRACE predictive-modeling and patient CRM tool, Vicidial and Asterisk telephony for the Contact Center and a proprietary Knowledge Portal and knowledge base to be used by members and the RN staffed call centers.

UMASS Medical School Shrewsbury, MA Senior Project Manager 04/10 – 06/11

Managing IT track for a $35M call center build-out with responsibility for project Discovery through Deployment with budget oversight, resource management and responsibility to create and drive project plans in support of the 300 agent Health Services Contact Center.

• Managing four BSAs and Technical Leads to deploy enterprise systems including Microsoft Dynamics CRM, Aspect Communications Seamless Customer Service & Unified IP (ACD/IVR/WFM/AQM) and eGain CIM Knowledge Management.

• Worked in partnership with Finance, Legal, Compliance and Customer Service to develop key integration between State legacy systems, 3rd party POS and all call center and vendor systems while maintaining PHI, HIPPA and PCI compliance.

Service Employees Union International (SEIU) Interim Director – Member Services Call Center Nationwide 8/09 -03/10

As Interim Call Center Director, led the design & deployment of a Call Center & Shared Services facility for SEIU, supporting 2.1 Million members.

• Drove needs Business Analysis and needs assessments for on-boarding Locals into the SSO. Developed SOPs for managing Member interactions. Created Job Descriptions for key Contact Center Management positions and held interviews for permanent operational staff.

• Project Management responsibilities include facility floor and space design, creation and delivery of Member Services business requirements and functional Dynamics CRM design.

Biogen Idec Project Manager, Global Technology Services Cambridge, MA 10/08 – 8/09

Overseeing multiple projects requiring project plan design and adherence, international resource-team management and regulatory compliance.

• MA Privacy Reg. 201 CMR 17.00 Compliance. Data In Motion compliance with new privacy regulations. Identify violations in systems, applications, data storage and feeds & manual processes and develop, validate and implement mitigation strategies and solutions to bring events and processes into compliance.

Staples, Inc. Project Manager, IS Framingham, MA 6/07- 10/08

Lead Project Manager for multiple, international projects supporting Staples’ 3000 agent Customer Service Organization including:

• PCI Compliance. PM responsibility for compliance project focusing on Customer Service Data At Rest/Data In Motion exposure. Identify customer-interfacing applications, data feeds and ecommerce portals and websites; develop/identify compliance strategies & third-party data security vendors; Test and implement mitigation strategies and data cleansing/masking processes to establish compliance or provide exclusion documentation.

• Global Kana Response & Oracle 10g Upgrade, Migrate email management tool to new Linux/Oracle 10g platforms from previous Windows installations for 3000 users in US, Europe & Canada. Other related projects included upgrades to IBM OmniFind Knowledge Management with KB.net and Talisma.

Monster.com Project Manager & Lead Business Analyst, Media Alliances Maynard MA 6/06 - 6/07

Lead Project Manager and partner Business Analyst overseeing a 15-department team with multiple sub-project managers overseeing the on-boarding and co-branded web design for strategic partnerships with leading newspapers in the US.

• As Lead Business Analyst, presented Monster’s New Media Alliances program to the client newspapers and drove design and development of 57 co-branded websites, SharePoint portals & integrated E-Commerce processes over a 12 month period. Co-branded programs include the Philadelphia Inquirer/Monster, Boston.com/Monster, New York Times/Monster, and many other dailies.

• Responsible for all phases of project management for each partner as well as involved with pre-sales and pre-installation assistance. Developed SharePoint pages and sites for each partnership to ensure effective document management procedures

Clinical Data (Elan Diagnostics) Project Manager, Merger & Acquisition Integration Smithfield, RI 5/03 - 1/04

For Biotech Medical Device firm, oversaw the physical integration of data, process and inventory within multi-company merger involving FDA and ISO certification. Contributed to the development of more efficient Customer Service and supply chain practices

DIRECT EMPLOYMENT HISTORY

Manager/Director of Delivery Services Operations ONProcess Technology Ashland MA 4/04 - 6/06

Director for Call Center Ops & IT and providing program development support to clients including Dell, Comcast, T-Mobile, Cisco, NetApp and Phillips.

Impacted Client Acquisition by acting as the Technical Sales Engineer and primary RFP response writer. Maximized Call Center efficiencies and Customer Satisfaction through managing the complete refurbishment of the corporate LAN and telephony systems. Proposed and executed on a Disaster Recovery / Business Continuity Plan. Writing, testing and implementing a corporate Disaster Recovery/Business Continuity plan incorporating all aspects of Disaster Recovery including strategy, BIA, Plan, training & testing.

General Manager – NE Call Center Operations Publishers Circulation Fulfillment / Boston Globe. Waltham, MA 1/02 - 1/03

General Management / Site Management for multi-site call centers supporting the New York Times & Boston Globe home delivery fulfillment.

Greatly expanded New Client Development through building a $2.5M Call Center site expansion adding 200 seats to existing call center completing the center under budget and within 120 days. Lowered attrition rates and improved career development by establishing an on-site training organization for the Sales and Service programs.

Director of Worldwide Inside Sales & Sales Operations Art Technology Group Cambridge, MA 3/00 - 8/01

Held dual role as Director of Worldwide Sales Operations and Director of Inside Sales.

Increased sales and lead quality by developing and leading a global team of 60 Inside Sales reps providing pre-sales support and deal closures with F500 firms. Developed a Sales Training & Certification “Boot Camp” cutting traditional learning curves & ramp-up by as much as 50%. Established sales operations (infrastructure, CRM tools, Training) in the Americas, Europe, Asia and Australia. PM and primary strategist for worldwide implementation of SalesLogix in eight countries and its integration with other ERP systems including Oracle Financials and Applix.

Director of Direct & Channel Sales Aspen Publishers, Inc. New York, NY 5/95-1/00

Increased revenue through direct and channel sales developing and leading a 7 person group into a 40-rep sales force for a leading legal publishing firm surpassing sales goals consistently year-to-year. Self-developed a sales force management and territory analytics system to drive greater territorial and account expansions. Managed two multi-million dollar corporate acquisitions.

Global Production and Fulfillment Manager ON Technology Corp. Cambridge, MA 4/92- 4/95

Assisted in driving sales from $3M - $9M in three years by developing a worldwide Supply Chain manufacturing & distribution program including partners in the US, Canada and Ireland. Responsible for MRP and JIT manufacturing processes as well global fulfillment and distribution. Contributed to successful IPO.

Account Sales / Call Center Management Warren, Gorham, Lamont Publishers, Inc. Boston, MA 1984-1992

Various Call Center Management and Account Sales Director roles over eight years with leading legal and tax publisher. Responsible for P/L, hiring, training, product development.

Project Management Institute Certified Project Manager (PMP) September, 2007

Berklee College of Music Vocal Performance Degree program 1983 – 1986

Contact this candidate