Customer Service Sales

HARESH KESWANI – PMP, CSM, Lean Six Sigma

** *** ***** • North Brunswick, NJ 08902 http://www.linkedin.com/in/hkeswani

732-***-**** • ********@*****.***

BUSINESS TECHNOLOGY EXECUTIVE

Global Program Management and Corporate Transformation Specialist

HIGHLIGHTED QUALIFICATIONS

Proven Business Technology Executive with a successful track record with top Fortune 500 companies. Business technology PMO lead for “Project CUE,” one of the largest commercial transformation initiatives in the pharmaceutical industry, reporting directly to Pfizer's COO. Program leader for industry leading initiatives with brand names GE and American Express. Drives visioning and strategic business transformation global initiatives across pharmaceutical and financial services verticals for sales and marketing functions.

Program/Portfolio Management Multi-Channel Campaign Management Social Media Marketing

Closed Loop Multi-Channel Marketing Market-Mix Channel Optimization Digital Asset Management

IT Strategy Development Strategic & Business Process Analysis Process Improvement

PROFESSIONAL EXPERIENCE

Pfizer Pharmaceuticals Inc, NY 2006 to Present

Business Transformation Program Director

Envision and lead strategic business transformation program (multi-channel closed loop marketing) by partnering with business stakeholders for commercial operations, designing and implementing initiatives to further organizational goals.

Responsible for coordinating initiatives with 6 direct reports across global market research, new product marketing, business development and multi-channel marketing groups.

Created a multi-year strategy and channel roadmap for customers through channels including direct sales, indirect sales, and customer service centers. The initiative targeted customers including physicians, group practices; hospitals, and managed markets through the web, email, sales, contract sales organizations (CSO’s), e-learning, campaign management.

Transformed sales and marketing functions by gaining business stakeholder support to transition from brand centric to customer centric business model. This required a coordinated alignment of all business stakeholders representing sales, marketing, starter operations, brand agencies, management sciences and analytics, channel and campaign management, customer experience management, product launch teams, events management and sales operations teams.

Led initiative to present a cohesive marketing message and customer experience for Pfizer Animal Health across multiple channels including the Web, Mobile (iPad, iPhone), eMail Marketing, and eLearning.

Significantly increased the face time of physician interaction from 90 seconds to 180 seconds by providing alternate channels for customers to get product information, order samples, perform video detailing, and receive online e-learning modules.

Improved customer touch points territory-wide by leveraging alternate low cost channels to connect with customers.

Reduced marketing brochure and agency costs by 40% by leveraging content, graphics globally and across multiple channels.

Increased profitability and productivity of sales representatives by providing variety of channels to connect with customers across the entire territory.

Delivered closed loop marketing program with greater customer insight, a true behavioral segmentation, improved message compliance, ensuring Prescription Drug Marketing Act (PDMA) compliance.

Led partner teams of 4 project managers and 56 developers managing multi-channel closed loop marketing initiatives, delivered on time and schedule, achieving the incremental revenue targets for the entire program.

General Electric, Overland Park, KS 2004 to 2006

Program Manager

Led teams of up to 6 project managers and 30 developers managing high profile programs from strategic planning through deployment for marketing, legal, and customer services groups.

Championed Six Sigma processes across the project minimizing potential project errors and defining clear goals.

Responsible for the complete development lifecycle from global requirements gathering, definition of quality functional and design specifications, development, and delivering a quality ontime solution.

Dramatically improved customer retention achieving a 90% increase through program leadership of the CEO sponsored “Customer Experience” initiative to improve in all customer touchpoints (web, email, phone, and direct encounters).

Reduced customer service agent call time by 40% and increased account team productivity by 25% through the “360 View of Customer” systems initiative to aggregate all customer data and information.

Significantly increased the data retention and search efficiency of business documents by implementing a Records Management inititative which improved electronic capture, data privacy, and compliance processes.

Mohawk Industries, Calhoun, GA 2003 to 2004

Senior Programmer Analyst

Provided technical leadership in the design and development of B2E, B2C, and B2B portals, managed team of 18 onsite, offsite, and offshore personnel with budget and project management responsibility.

Enhanced and transitioned the in-house portal to a fully functional extranet for business partners improving the business partner experience and increasing merchant and dealer business unit usage by 15% per quarter.

Saved over $1 million per year in printing and paper costs through migrating 100 product websites used by the large 35,000 customer base to a single online content management framework.

Silverline Technologies, Piscataway, NJ 1998 to 2003

Technology Project Manager

Designed and delivered web based architectural integrated solutions for customers, leading teams of up to 32 onsite, offsite and offshore personnel.

Led merger integration project to develop the integrated content management solution and combined websites for clients, First Union National Bank and Wachovia Bank, after their merger, improving usage metrics to 98%.

Achieved inventory cost savings of $12 million per year for client, Arrow Electronics, leading the successful development and implementation of an integrated Web-Supply Chain Management system..

Launched the Blue Card program for American Express, reducing postal mail costs by $3 million per year by sending promotions/coupons by email using email address capture (EAC) utility and e-Statements.

Developed a migration roadmap to integrate multiple systems with the SAP portal and improve performance for suppliers and business partners for client, American Standard Companies.

Significantly improved bottom line revenues by 15% for client, ON Semiconductor, through reducing costs by implementing a web to order shopping cart sub-system with CRM integration.

TECHNICAL SKILLS

Methodology: Rational Unified Process, Unified Modeling Language (UML), Object Oriented Design & Programming, Organizational Project Management Maturity Model (OPM3), 21 CFR Part 11 validation.

Databases: Oracle, MS SQL Server, IBM DB2, Sybase.

Programming: J2EE, Java, JSP, ASP, HTML/DHTML, XML, JavaScript, Perl, TCL.

Content/Portal Management: Plumtree, Exploria, Vignette, Documentum, MS Sharepoint and SAP Portals.

Business Enterprise: SAP R/3, SAP BW, Siebel, SFDC and Veeva, Cegedim Dendrite, Cognos, Informatica.

EDUCATION TRAINING

Bachelor of Engineering (Honors), Mumbai University, India.

Project Management Professional (PMP), Project Management Institute (PMI), CSM (Certified Scrum Master)

Six Sigma Certified (Green Belt), Lean Six Sigma, General Electric.

Certified Training, SAP, Vignette, Microsoft, Novell.

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