SUMMARY

• Innovative, multilingual, and BI/analytical leader with over 20 years of experience in dynamic, fast paced business environments
• Strategic thinker with proven ability to affect change through dynamic leadership
• Outstanding database, reporting, integration, analytical, organizational, and communications skills
• Established credentials in project management, data and analytics transformations, selection of IT solutions
• Deeply skilled BI professional with broad experience with business processes, applications, and data analytics for a customer-facing organization that is generating almost 6B in yearly revenue

HIGH-LEVEL SUMMARY OF ACCOMPLISHMENTS

• Led multiple telecommunication/data server consolidations across all Marriott contact centers to streamline and simplify management of the network which resulted in yearly savings of over 3M
• Improved disaster recovery planning by deploying redundant data and telephony networks
• Developed strong knowledge of business drivers and deployed RACI processes of all business intelligence data across the sales and customer care operations
• Spearheaded virtualization of over 60 database and analytics servers saving over 500k/year
• Negotiated contractual savings worth over 1M/year by reviewing existing agreements that support Marriott SCC WAN
• Using SQL Server Reporting Services, implemented an industry-wide one-of-a-kind integrated reporting system aimed at tracking breakthrough leadership training BLT metrics based on Covey
• Centralized Marriott group sales data reporting via integrated data warehouses, data marts, web services, and BI tools
• Reengineered from the ground up the medium term operational and financial strategic planning tools
• Fully streamlined the yearly budgetary process by integrating telecommunications, accounting, and operational functions and systems into a unitary planning platform UP2
• Designed and implemented processes to generate regular and ad-hoc statistical analyses to effectively and accurately assess he impact of the mix of customers' preferences on the customer care specialists' quantitative and qualitative performance population and control groups, characteristics randomization, day of the week and time of the day analyses, tenure and its impact on performance metrics, etc. and contributed to the development of company-wide strategies to maximize customer revenue by using actuarial models
• Architected, designed, developed, and implemented data processes to maintain several in-house Web-based real time operational reporting informational systems, delivering vital information on demand to operational and financial managers, as well as individualized balance scorecards to the customer care engagement specialists:
• Consolidated operational and financial reporting across 11 North American business units and 5 international locations
• Deployed fully integrated in-house real time web based operational reporting tools saved over 2M in consulting fees and yearly maintenance agreements of over 100k
• Established and implemented one-of-a-kind in the industry agent incentive program tailored to accommodate varying legal and operational requirements across the US/globe
• Developed automated centralized agent performance reviews systems used by all operational business units of Marriott Global Sales Customer Care tracking monthly critical performance benchmarks for over 2,000 employees and properly assessing corresponding pay increases
• Enforced standardized reporting and data MDM resulting in improved forecasting accuracy of key business metrics
• Led analysis and strategic planning development changing the company's strategic and tactical response to the increased number of reservations made via the Internet as opposed to voice and other electronic channels
• Implemented full reporting capabilities at the lowest level of granularity detailing operational and budgetary execution
• Promoted aggressive systems integration between major business functions payroll, human resources, accounting, and operations and saved over 1.5M by developing integration tools between payroll and scheduling and between operations and accounting
• Realigned the staffing planning process and increased yearly efficiency by over 5 equivalent to over 500k in yearly savings by properly aligning the resource demand driven by volume of contacts and handling times with the staffing requirements by week, day of the week, and half hour
• Implemented a variety of database driven systems designed to collect detailed operational and financial data used for both enterprise integrated reporting and planning
• Developed and implemented a guest relations incentive system and automated reviews making the guest interaction with Marriott fully measurable and manageable
• Played a key role in selecting and deploying a workforce management application TotalView by NICE IEX- and managed its implementation in order to optimize staffing planning
• Main initiator and founder of the Information Services Department as a stand-alone information collection, analysis, and data/information dissemination department
• TECHNOLOGIES
• Engagement Center Technologies : Avaya Interaction Center, Avaya Communications Manager, Avaya PBX/ACD/CMS, Cisco ICM ARM , AT T Route-It , Avaya Aura
• Data Voice networks topologies and SIP
• IVR technologies Interactions
• Call recording Avaya , desktop processing analytics Verint , and speech analysis Nexidia
• ITIL and ISO processes
• Software life cycle development methodologies and project management: MS Project, MS Visio
• Office Automation Microsoft Suite : Excel expert user , Word, PowerPoint experienced , Access expert user , MS Project experienced , MS FrontPage, MS Publisher, VBA expert user
• CRM: Avaya Interaction Center, Microsoft Dynamics Unified Service Desk
• Statistical Analysis Packages: SAS, SPSS, Omniture, TeaLeaf
• Web server/authoring: MS FrontPage, IIS 5/6.x, Microsoft Share Point Server/Services 2003, 2007, 2008
• Web authoring: HTML, ASP, .NET, JavaScript, VB Script, .NET, VB.NET, C Visual Studio 2005/2008
• Reporting, BI, and Analysis: Business Objects, Crystal Reports, ODBC, SPSS, Cognos ReportNet 1.1., Cognos Framework Manager, Cognos Impromptu 7.1.3 , Cognos PowerPlay, Cognos ReportNet, SQL Server Analysis Services, Microstrategy
• Data stores: SQL Server 7.0, 2000 experienced , 2005 experienced , 2008, and 2012 including stored procedures, triggers, database design, performance tuning, DTS/SSIS, BI, and SQL 2005/8/12 Report Manager and Reporting Services
• Basic services and programming: UNIX shell scripting, FTP, Telnet, VB 6.0, Power Shell, Visual InterDev 6.0
• Payroll/scheduling applications: ADP, Kronos, TotalView NICE/IEX , LMS
• Data warehousing/DTS/SSIS: NETEZZA, SQL 2005/7/8/12, Informatica
• Accounting: PeopleSoft GL