SUMMARY:

• Salesforce project manager at BlueCross, Detroit, for a healthcare project to develop a Health/Community/Sales cloud solution for external agencies to interact with internal personnel for group - type agencies and customer issues
• 21-year experience at FCA-Chrysler with systems development, business process management, and waterfall/agile project management in global enterprise systems
• Delivering projects with efficiencies worth millions of dollars: managed call centers in India and Canada which saved about $2M, Confidential project with $1.7M operational cost and Salesforce transformation which project saving huge IT and business costs.
• 20-year experience in managing compliance regarding TREAD, lemon law, GDPR, data privacy, call center quality oversight, CCPA and other regulatory processes in partnership with business stakeholders, third party companies and legal firms
• Communication and partnership with onsite/offshore system support teams, multiple contact center vendors, and global cross-functional business teams
• Extensive experience in customer/dealer call center operations, training, data privacy, CCPA, regulatory matters, lemon law, and vehicle Confidential compliance and support
• Collaboration with a wide array of business and technology partners and service providers to build and evolve technology strategies
• Adjunct faculty in writing and communication and published author

TECHNICAL SKILLS:

Salesforce: Service Cloud,Sales Cloud, Marketing Cloud,Health Cloud, and Community Cloud, App Exchange, Einstein, IBM Content Manager, CTI, Avaya, Genesys, Windows, Java, Unix, mainframe, ZOS, and Cobol.

Tools: MS Office, Jira, ServiceNow, agile/scrum methodology, G-suite, HP-ALM, DBVisualizer, Data Stage, Lotus Notes, SharePoint, Outlook, PGP, SQL, and SFTP

Database:DB2, UDB, IMS DB/DC

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Project Manager

Responsibilities:

• Gathering, elaborating, and documenting requirements from business, third party representatives and IT stakeholders as onsite project manager
• Help onsite and offshore project team understand the requirements and develop solutions for patient and agency groups
• Manage requirements, user stories, user observations and defects in SaaS
• Support daily scrum, project planning, user story elaboration, project backlog and product demo meetings
• Develop sprint and collaboration strategies and process improvement
• Interact with onsite and offsite vendor teams to complete project deliverables within time, cost and scope

Confidential, Auburn Hills, MI

IT Project Manager/SME

Responsibilities:

• Supported global cloud strategy with template creation, blueprinting process,calibration and requirements gathering for customer call centers
• Managed parts supply-chain project scope definitions for dealer-based call centers help contact center organization achieve superior process effectiveness through optimal combination of customization and configurations in Salesforce develop comprehensive system design through configurations, schema, customer objects and workflows for Sales, Service, Marketing Cloud and community portals manage Salesforce project for customer and dealer contact centers through entire SDLC
• Helped project team with integration challenges and solution strategies
• Supported test case creation, verification plans and testing
• Aided product understanding and acceptance for stakeholders and business community
• The new contact center systems included the following functionalities:
• System prompts for the VIN for marketing/service campaigns (upsell and cross sell) with CTI integrations
• Automatic lead transfer to marketing system from contact center system, leads captured on smart script answers sent to marketing / respective dealer based on the type of request
• Active leads displayed to agent (applicable Service Contracts / Marketing Promotions / Offers).
• Requests for brochure / quote by customer on the brand site holistic perspective of our customer journey from initial call or email or letter or social media through issue resolution or sales or service completion through email, SMS, chat or letter communication leveraging mass email or call messages on recall or Confidential or or similar matters
• Lead engagement on sales or service or service contract or parts opportunities based on current customer data or new programs
• The key capabilities of the new contact center system comprised:
• Outbound Campaign Management
• Enhanced Case Management
• Digital Channel Management (Text, Email, Chat, Web, Uconnect)
• Integrated Knowledge Management
• Real Time Reporting
• Proactive Engagement (Critical Case, VOR - Vehicle Off Road, and TREAD - Transportation Recall Enhancement, Accountability and Documentation)

Confidential

System Transformation

Responsibilities:

• Defined project scope, deliverables and project plans thru blue-printing phase
• Managed vendor selection process, project funding strategies and approvals
• Created reserves, remedial steps and risk mitigation plans on project scope and schedule
• Conducted functional design, user interface prototype and product backlog reviews
• Led onsite/offshore project team through the entire system development lifecycle
• Facilitated project team-business stakeholder communication and team-building exercises
• Oversaw regular project status reporting to stakeholders and upper management
• Handled change/resource management with business approvals and project team support
• Supported training and online user manual with system artifacts and reviews
• Launched the system with support from corporate stakeholders, third party users, dealers,field personnel, auction locations and legal firms

Confidential

Data Processes

Responsibilities:

• Managed TREAD reporting to NHTSA on customer/product issues and quality control
• Supported business stakeholders in handling legal data pull and investigations
• Led Privacy Shield process to ensure customer data privacy rules compliance
• Drove California Consumer Privacy Act (CCPA) strategies/planning
• Helped data transformation, predictive analysis and insights to reduce Confidential costs
• Managed systems for 2.2 M customer/dealer yearly contacts
• Led maintenance and projects for mainframe/web systems
• Supported daily issues with integrations and processes for business sustenance
• Handled global supply chain processes for parts and dealers

Confidential

Call Center Operations/Project Manager

Responsibilities:

• Managed daily call center operations
• Monitored and mentored agents
• Handled customer support quality management
• Trained 100 agents in two weeks to handle 15000 customer issues (Canada)
• Supported management processes and procedures
• Helped FCA management keep up with quality measurements
• Reported on day-to-day operations to upper management

Confidential, Auburn Hills, MI

IT Programmer/Business Analyst

Responsibilities:

• Managed mainframe/web contact center applications and processes
• Maintained mainframe online and batch processes and vendor interfaces
• Handled extensive interactions with stakeholders, vendors and global partners