SUMMARY:

• Trusted advisor specializing in developing strategies for business process and execution utilizing enterprise class technology with deep experience in change management, enterprise technologies, requirements gathering, solution design, project management, and team leadership. Experiences include direct, hands - on, experience in Business Analysis, Business Process Flow Modeling, and User Experience.
• Extensive experience designing and building highly scalable, end to end systems primarily centered around SaaS and related cloud technologies supporting multi-industry clients.
• Strong experience in integrating a variety of CRM and ERP solutions including Salesforce.com, Oracle, and Intacct Experienced in leading multiple Salesforce.com CRM Service Cloud, Sales Cloud, and Marketing Cloud deployments.
• Value add to client processes by sharing and advising on industry best practices and recommended solutions for many standard Salesforce.com CRM sales and service challenges.
• Proven track record of successfully identifying and documenting the requirements traceability throughout the project/product lifecycle.
• Facilitator specializing in assisting and supporting User Acceptance Testing (UAT) efforts and execute go-live deployment.
• Six Sigma Black Belt with 15+ years’ experiences using DMAIC and DFSS methodologies, including SIPOC analysis, process maps, and RACI, in support of process improvement projects.
• Expert in leading change management projects, defining the scope, schedule, as well as resource requirements as well as being able to deliver on them.
• Specialist in working with cross functional teams with varied skills and backgrounds to build consensus, facilitate change and achieve operating goals.
• Proven record of sales operations optimization, pipeline and sales funnel management, forecasting, and account management for enterprise sales.
• Project management experience with global remote teams for cloud businesses.
• Six Sigma Black Belt with extensive experience in process management and reengineering utilizing DMAIC and Lean methodologies.

AREAS OF EXPERTISE:

Executive Leadership:

• Organizational Design
• Strategic Planning & Execution
• New Business & Joint Venture Start - Ups
• Business Process Reengineering
• Operations Design and Execution

Value Chain Leadership:

• Sales Process Design
• Sales Operations Management
• Sales Channel Improvement
• Project Management and Execution
• Professional Service Methodology
• Customer Service & Support

Technology Management:

• Global Enterprise Technology Deployment
• CRM and ERP Deployment Strategy
• Supply Chain Execution
• Cloud Computing Infrastructure

TECHNICAL SKILLS:

• Salesforce.com
• Sales Cloud
• Service Cloud
• Marketing Cloud
• Salesforce1
• Force.com
• Sites
• DataLoader
• Apsona
• Box
• Conga Composer
• DemandTools iContact
• InContact
• Dell Boomi
• Jitterbit
• Non-Profit Success Pack (NPSP)
• MailChimp
• MapAnywhere
• Round Robin
• Intacct
• Oracle EBS
• Aha
• Authorize.net Clarizen
• Confluence
• JIRA
• ICD-7/9/10

PROFESSIONAL EXPERIENCE:

Confidential

Principal Consultant

Responsibilities:

• Helps organizations leverage the inherent synergy in operations and execute strategies that drive growth, reduce operating costs, create new revenue streams.
• Execution strategies incorporates a holistic approach that delivers a total solution that includes people, process, and technology.

Confidential

Responsibilities:

• Engaged to support deployment of Salesforce.com CRM Sales Cloud for leading not for profit advocacy law firm.
• Configuration focus on donation/donor management, volunteerism, and advocacy efforts powered by the Non-Profit Success Pack (NPSP) capabilities.
• Responsible for understanding complex business process requirements and translating them to system configuration.
• Working with key business stakeholders to gather requirements and make recommendations based on system capabilities.
• Consistently reporting to business managers of project statuses.

Confidential, Reston, VA

Responsibilities:

• Engaged to lead improvement of domestic and international professional services delivery and operations, associated with turnaround of SaaS based niche CRM solution provider.
• Restructured and created customer focused business process consulting and solution delivery teams, tightly integrated with Sales team.
• Created service offerings tailored to the needs of entrepreneurial franchise businesses ranging from emerging brands to mature concepts.
• Fostered and nurtured customer relationships focused on reduction of customer churn.
• Established Services model based on branded LEAD methodology that served as foundation for 100 percent annual professional services revenue growth.
• Transformed solution delivery team from cost center to revenue generating focus increasing first year overall revenues 23 percent and gross margins ~35 percent.

Confidential, Baltimore, MD

Responsibilities:

• Principal responsible for the architecture of international medical concierge solution based on integrated Salesforce.com Sales Cloud and other integrated SaaS cloud and mobile solutions for global healthcare provider. Engaged to identify and translate business requirements into functional and system requirements.
• Participated in design sessions and develop future state process flows and data.
• Solution leveraged native capabilities and extends those capabilities to enable world class personalized medical care for global patients.
• Product owner responsible for ensuring that the functional requirements are fully met by the solution.
• Projected annual revenue growth exceeding 50 percent across all business segments.
• Personnel growth and associated capital expansion reduced by 66 percent annually.

Confidential, Canton, MI

Responsibilities:

• Key driver for successful integration of newly acquired acquisitions related to turnaround of $160M telecommunications services provider Platform Company.
• Provided leadership for the rapid execution of corporate acquisition business processes from inception to business integration.
• Formulated methodology and template for rapid acquisition integration of enterprises with revenues ranging from USD$5 - 75M.
• Sourced, evaluated, structured and performed due diligence for numerous acquisition candidates.
• Formulated methodology and template for rapid acquisition integration of enterprises with revenues ranging from USD$5 - 75M.
• Initiated business process reengineering initiatives related to Order to Cash process flow including the implementation of Salesforce.com Sales Cloud leading to 50 percent Sales increase.

Confidential, Reston, VA

Responsibilities:

• Engaged to build an elite technical operations infrastructure to provide superior customer service and support for a new, high growth, Software as a Service (SaaS) backed video surveillance products. Supported the planning and on-going need for sales operations management, marketing materials and shared campaigns.
• Product owner responsible for ensuring that the functional requirements are fully met by the solution.
• Provided leadership for the baseline definition and deployment of business processes and Salesforce.com sales, service and marketing cloud applications for start-up premise based enterprise video surveillance applications.
• Facilitated business process changes related to migration to SaaS business to consumer operating model and migrated matching Salesforce.com applications.
• Deployed integrated Salesforce.com Sales Cloud, Service Cloud, and related integrated ERP solutions to enable sales and support processes achieving 100 percent sales and revenue growth.
• Previous roles include Vice President, Customer Support (eko Systems, Inc. ), Director, Customer Resources (Alcoa, Inc. ), Director, Support Services (Honeywell International, Inc. ), Channel Business Leader, EMEA (Descartes Systems Group), and Partner, Sidney Crowley and Associates.