Bob Luckner

Summary

An innovative and results-oriented senior I.T. leader with a highly successful track record of building CRM, Contact Center, Data Warehouse, Business Intelligence & E-Commerce solutions in a Software As A Service/Managed Services environment.Career focused on exceeding customer expectations by delivering business results, maintaining operational excellence, and creating highly productive software development teams.

 ·Director Technical Services

·Professional Services Director

·General Manager Operations

·$100M P&L Management

·3-Tier / Distributed Apps

·Sales & Business Development

·Program/Project Management

·Customer Engagement Manager

·Corporate Strategic Planning

·Product Marketing

·Solutions Architect

Work History

Work History
2007 - 2009

Director Technical Services

http://www.merkleinc.com
Software development executive responsible for leading CRM, Business Intelligence and Data Warehouse development initiatives for the company’s largest Fortune 500 customers. Led a large team of PMP/PMI-certified Project Managers, QA, Software Engineers, Data Architects and Production Help Desk support in delivery of company-hosted Data Warehouse, CRM, and Business Intelligence development projects for Procter & Gamble, TMobile, The Limited, & GM/OnStar.

·Successfully led the development of multiple enterprise solutions utilizing Oracle & SQL Server.

·Demonstrated immediate effective results by leading the turn-around of a $20 million account by exceeding customer expectations and consistently delivering solutions on-time and within budget.

·Produced ROI effectiveness by developing business cases and proposals to generate new product offerings resulting in increased profit margins by 27% and grew revenue by 18% within 1 year.

·Utilized ITIL Service Management best practices to provide hosted services to support 99.99% SLA’s

·Strong interpersonal skills and demonstrated ability to elevate customer partnerships to provide value-added proactive strategic Marketing, analytical support & business advice to customer executives.

·Responsible for generating sales, writing proposals, SOWs & client presentations delivery.

·Managed database hosted solutions utilizing 45 servers and 4 SANs storing 36 terabytes of data.

·Nominated for “Rookie of the year” corporate award for multiple successes in making the company’s largest customer account “reference-able” during first year of employment

2006 - 2007

Vice President Hosted Solutions

http://www.intervoice.com

Division manager of the company’s Consulting & Hosted Contact Center solutions providing CRM ASP & Software As A Service applications.Reported to the office of COO and performed CTO function in managing, evaluating and implementing cost-effective, scalable and high available 24x7x365 (99.99% availability SLA) hosted network-based solutions.Managed organization’s P&L, sales, SOW and contract development.Managed a technology delivery team of 32 employees including: mid-managers, Project Managers, Network Engineers, Network Operations, Product Managers and Software Engineers.

·Led the development of Data Warehouse solution to track customer contact data for multiple customers.

·Improved business profit margins by 45% within first six months of employment.

·Increased revenue by 26% within first year of employment and implemented development processes to reduce time-to-market systems delivery by 22%.

·Demonstrated leadership for managing Operations Management teamresponsible for supporting two NOCs (Orlando & Dallas) and six data centers (provided by AT&T & Verizon).

·Built a Telco hosting facility consisting of 180 servers to meet critical business demands in 3 months.

·Developed international sales distribution channels and product delivery strategy.

·Implemented operational efficiencies that led to positioning business to be sold to Convergys, Inc.

2000 - 2006

Sr. Product Manager & Director Technical Services

http://www.qwest.com

Senior Product Manager – Contact Center Hosted Solutions

Business & technology leader of a highly successful $100M Contact Center & CRM consulting and managed services (ASP) business, recognized as one of company’s most successful business services.

·Led a highly successful managed services business that resulted in revenue growth from $7M to $104M (includes: hosting, software hardware & Professional Services) and acquired 600 corporate customers within four years.

·Provided business development, system architecture, marketing and business management.

·Generated product revenue growth of Qwest’s Managed Services business by 106% in 2005.

·Successfully led the sale of approx $100M Federal Government Call Center “Networx” contract. Led sales process as Solutions Architect, Lead Presenter, Proposal Author, and Business Manager.

·Recognized as company’s leading evangelist in Hosted IVR & Contact Center technologies.

·Facilitated dozens of customer & seminar speaking engagements with Forester, Gartner Group, and Yankee Group on CRM & Contact Center technology and Managed Services at industry conferences.

·Constructed Contact Center and CRM consulting practice.Facilitated multi-channel contact center, VoIP, IVR, E-Chat, and E-mail solutions, utilizing Genesys, Nuance, ScanSoft & Cisco ICM software.

·Launched company’s Web IVR call routing business “EZ Route” (http://ezroute.qwest.com).

·Genesys, Inc. “Managed Services Partner of the Year” award recipient 2004 & 2006.

Senior Director of Professional Services (West Region) – Global Services Division

Business leader of company’s consulting business that provided E-Commerce, Call Center and CRM solutions for Qwest Hosting business customers. Managed 140 consultants located throughout U.S.

·Built Contact Center software practice leveraging Genesys, VXML & Nuance/Scan Soft technology

·Led a multi-company project with Qwest, Cisco & Microsoft that built a MS XP VoIP prototype.

·Successfully delivered over 50 software development engagements for Fortune 1000 clients.

·Facilitated system integration design with Siebel & Peoplesoft 8.0 back office systems.

1998 - 2000

Service Delivery Manager

http://www.keane.com

Led multiple consulting engagements consisting of 110 Software Engineers and Project Managers performing system integration and E-Commerce development for Fortune 500 companies. 

  • Developed a financial services client into branch’s largest customer ($6.5 million annual revenue) 
  • Midwest U.S. Region Consulting Siebel CRM, Ecommerce & Data Warehouse Practice Manager.
1997 - 1998

Field Delivery Manager

http://www.ciber.com

Consulting Manager and Project Manager – ERP Systems Integration

1990 - 1996

Project Manager

http://www.americancentury.com

Project Manager

·Successful on-time delivery of business-critical client-server re-engineering project for the mutual fund investment system.System utilized by over 1000 local and 200 remote users.

·Lead Web integration (AmericanCentury.com) with a database marketing system.

·Managed a CRM, Data Warehouse and Mass Marketing system integration project.

Lead Software Engineer – Lead Systems Architect of a Marketing Mailing system.

Education

Education
Aug 1981 - Jul 1983

Associates Degree

Skills

Skills

Intervoice Software

Experienced in implementing Intervoice Contact Center solutions into Call Center environments.

Genesys Software

Strong experience in all facets of Genesys software.  Multiple experiences implementing and integrating Genesys software within Fortune 1000 customer environments.

Contact Center Integration

Expertise in designing and implementing Contact Center solutions for Fortune 1000 customers.

CRM Software

Designed & implemented CRM & Data Warehouse custom and pre-packaged software solutions.

Project/Program Management

Highly proficient Project Manager with consistent track record of project delivery on-time and within budget with high customer satisfaction.

General Business Management

Managed multiple I.T. Managed Services business with P&L's up to $100M.