Transitioned following IAC’s purchase of Ask Jeeves to launch Application Support Group within the Information Systems department.
As Manager of Information Systems, directed all sales, ad operations, and billing systems used by several IAC web properties, including Ask.com, Evite, City Search, Match.com, and Excite, creating and supervising Application Support team of 8. As Project Manager, hired by Ask Jeeves’ VP of Information Systems to implement CRM system and establish workflow, policies, and procedures for Sales, Operations, and Accounts departments.
Key contributions and achievements:
Provided comprehensive information on using sales tracking tool, creating user manuals, workflow procedures, and best practices for the Sales, Operations, and Accounting departments.Conducted a national training program and developed training materials for the abovementioned departments, equipping them with the knowledge and strategies to succeed in sales-related endeavors.
Directed over 3,000 technical support tasks for multiple areas, including application design, implementation, testing, operations, and maintenance; implemented Service-Level Agreements and escalation procedures for internal teams and external customers, including Google, LookSmart, and DoubleClick.
Reduced billing cycle time from 10+ days to 8 hours and DSO from 90+ days to 30 for Ask Jeeves through automation of monthly billing process from integration of firm’s CRM with Oracle Financials. Oversaw program to deploy CRM system used by Ask.com to integrate contact, order, inventory, and billing management systems.
Received 1st award given by the company for outstanding performance (one of only 3 recipients) in 2003.