Crm Delivery Consultant
CurrentSelect client work:SFDC Service implementation (2,100 internal and 135,000 client users) to support the global client support organization transformation. Key efforts as follows:• Design, development and implementation of 26 workstreams including legacy, MDM and SAP EAI & ETL system integrations• Data migration of Case, Contact and Sites data• Training and change management.• Solution design and deployment coordination with existing SFDC Sales & Marketing teamsSFDC Global Service implementation (multiple projects for 2,500 internal and 54,000 client users)to assist with the consolidation and transformation of the client support organization - key efforts involved the design, development and delivery of the following workstreams:• SFDC Service Cloud enhancements and Knowledge• Redesigned Client Portal including Google Analytics• Google Federated Search results in SFDC returning SFDC (Case, Contact, Account & Knowledge) and Enterprise (Jive, SharePoint & LMS) indexed content• Data migration from Siebel CRMOD to SFDC and SFDC Solutions to Knowledge• Change Management and Training• Automated Call Distribution (ACD) migration (Siebel to Interactive Intelligence) and CTI SFDC Sales implementation (250 users) including CRM roadmap to support the sales center - key efforts involved the design, development and delivery of the following:• CRM roadmap and delivered a SFDC Sales solution for a health insurance client• Agile based delivery with multiple releases for lead & order management and support. • Integration with Five9 (CTI), Siebel, legacy applications, SAS and Harte Hanks SFDC platform-as-a-service and high volume portal (1.9M registered users) Roadmap and Solution Definition for a self-service portal. The goals of the project included streamlining business process, enhanced user experience and client self-service.
