Senior Manager – Functional Architect CRM Solutions and Master Data
Program Owner responsible for the management of enterprise class infrastructure projects across global services centers.Major projects included development and implementation of Siebel Contact Center 8.1 and cross requirements to the implementation of Siebel’s UCM (Universal Customer Master) Product. Conducted on-site management of two vendors, IT and the business teams to implement a best in class services solution, as well as consolidating the infrastructure required to support a global community.
- Implemented a $19M Customer Relationship Management (CRM) system and a Contact center solution focused on inbound contact work distribution. With a ROI target of $17M within 1 year of operation, with $2 – 4M reduction annually over following 5 years based on FTE reductions and process efficiency gains.
- New implementation allowed the decommissioning of 3 disparate ticketing systems over next 2 years equating to over $4M year savings in capital and maintenance costs.
- Increased partner web-created service requests by 20% by creating a standardized B2B universal interface, between company ticketing systems.
- Increased usage of offshore and development resources enabling a 7x24 development and testing model.Resulted in decreasing the initial implementation by 7 months.