Build a new business unit to extend the capabilities of DWR into the Salesforce realm. Work with business owners to implement marketing initiatives and source new clients.Manage end to end client engagement from lead to advocate. During my time with DWR every client has provided positive feedback and returned for further adventures on their Salesforce journey.My business acumen, understanding of business processes, agile mind and innovative approach have enabled clients to very quickly realise true ROI on their investment.Implementations include CPQ, Maps, Campaign Management, external File Storage, Apex, Integration, with innovative approach such as end-to-end automation tying Opportunity stages to offshore Case management, etc, etc. Industries include Mortgage, Insurance, Manufacturing, Advertising, Cyber Security, Telecommunications, Recycling, Retail Distribution and Non-Profit.

End to end delivery of enhancement project for Salesforce Service Cloud implementation and associated digital assets to improve customer experience, also included integrations, in a highly regulated environment.Documenting user requirements, quoting and scheduling with outsourced developers, management of daily scrums, test script writing and test management, compliance documentation.

Work in multi-national team spread across ANZ, Asia, Europe to ensure alignment of local activities to global deliverables and schedule.Manage contract negotiations with local service providers and work with international service providers to implement Salesforce upgrade project.

End to end delivery of enhancement project for Salesforce Service Cloud implementation and associated digital assets to improve customer experience, also included integrations, in a highly regulated environment.Documenting user requirements, quoting and scheduling with outsourced developers, management of daily scrums, test script writing and test management, compliance documentation.

Build a frontline Business Support team for the Department of FACS implementation of ChildStory and embed new processes and culture in preparation for Business As Usual support activities. Build escalation processes and relationships with outsourced vendor support team.Developed a strong culture of respect and team work and moved the team from an environment of reactive crisis management to embedding and refining processes and teamwork to ensure high levels of customer service.Developed the knowledge base of team members in the Salesforce system and provided them with the tools to further their understanding in the system.Developed rigorous processes to streamline support and used these processes to highlight flaws in the support processes and initiate improvements.

Implement pilot stage of Point of Sale technology project into franchise stores and provide feedback to parent organisation on performance and adoption to feed into future stages of project.Implemented Point of Sales technology into pilot stores and worked with franchisees to understand benefits and areas for improvement, providing feedback to parent organisation and a plan for moving forward. My recommendation was to pause project until various internal systems and processes were ready for the change.

Scope several areas of enhancements for Salesforce including commercial business processes, automation of analytical tasks and integration between JDE, TM1 and SFDC. Manage Salesforce project using PRINCE2 and AGILE methodologies supporting Contract Lifecycle Management business processes. Responsibilities included Project Management, Business Analysis, Technical Writing, Design, Implementation Management, Test Management, Change Management.ACHIEVEMENTS Implement Salesforce with thorough change management rigour initially utilising Waterfall methodology and then implementing with AGILE methodology. Developed rigorous change management process to manage cultural and system changes and employee behaviours, practices and expectations. Introduced transformational change to the business and aligned processes across business. Strategic review of platform and development of roadmap in line with global direction and local business need.

Greenfield implementation of Salesforce followed by enhancements in areas of Digital Marketing, Digital Assets, Event Management, Medical Science and eContracts using PRINCE2 methodology and rigorous change management.ACHIEVEMENTS Implemented Salesforce solution working with implementation partner. One Greenfield and 3 enhancement projects completed. Project Managed modular enhancements to Salesforce solution including Digital Marketing, Digital Assets, Event Management, Medical Science and eContracts module. Collaborate with Global Program Team to ensure alignment with global systems and processes. Project Managed transition from Remedy to ServiceNow for local Service Desk. Project Managed SABA online learning transition as part of a global implementation.

Greenfield implementation of Salesforce including complex contract management and order management processes using standard project management methodologies and rigorous change management. Assist IT Director and Commercial Director in Operational initiatives and Strategic initiatives as the need arose. Implement Legal Contract Management System and EDI with wholesaler partners.ACHIEVEMENTS Implemented Salesforce solution with thorough change management rigour. Implemented a global Legal Contract Management solution to the Australian market. Implemented EDI integration between Alphapharm and major industry wholesalers. Guided staff through recruitment processes and directed the interview and selection process for BAU fulltime roles.

Implement PRINCE2 Project Management methodology across a range of business initiatives.Develop local strategy, create and manage a program to implement the Global Service Delivery Model in ANZ and merge with Solution Delivery function.Develop and implement business improvement initiatives.Provide consulting service for technology to internal customers and participate in cross-functional teams, ensuring efficient implementation of technology initiatives.Develop positive and mutually beneficial relationships between Pfizer and Vendors.ACHIEVEMENTSProgram Managed the integration of Wyeth Pharmaceuticals into Pfizer following the purchase of Wyeth. A $6m program integrating infrastructure, people, processes and systems under budget and ahead of all Pfizer regions with a team of over 20 contractors and working closely with stakeholders across the organisation including Data Centre, telephony, CRM.Developed cost-reduction strategy and program managed a suite of projects across Managed Services, Application Support, Web Hosting and Management, Documentation and Configuration Management. This radical transformation of the organisation reduced service delivery costs by 63% while increasing performance to KPI’s.Benchmarked, designed, negotiated, implemented and monitored multi-year Managed Services Agreement with an outsourced service provider.Increased performance of support team by partnering with outsourced provider management team, monitoring performance to KPI’s & introducing tight controls of documentation and configuration management.Built a customer service culture that always added value to stakeholders.Significantly reduced single-point-of-failure risk by linking support roles to Global teams.Reduced Pfizer’s exposure to issues directly impacting revenue and reputation by ensuring quality and compliance of projects met global standards.Significantly improved Vendor relationships and performance through transparency and open and honest communication.

Project manage major initiatives for implementation in the Australian field force including sales force realignments, several laptop upgrades, wireless card rollout and blackberry roll out.Build and manage a customer-focused Service Desk for the sales force.Manage the Sales Department development team with Sales Analyst, Database Administrator, Change Manager and 2 contract Developers.Implement process improvements to increase efficiency and effectiveness of the field force.Manage communication channels between Head Office and Field Force.ACHIEVEMENTSIncreased sales force productivity by $4m per annum and received an internal Pfizer award for Australia’s Best Six Sigma Project through uncovering productivity losses via detailed analysis, building an implementation plan and developing new sales force performance KPI’s.Project managed redevelopment of sales analysis and sales productivity and effectiveness reporting suite with positive feedback from stakeholders through focusing on customer needs.Collaborated with Marketing to enhance marketing plans and develop means of measuring success.Increased representative productivity and reduced downtime due to system updates by automating large parts of the project execution, introducing an agile approach to project delivery.Improved the relationship with CRM vendor through open, transparent communication and development of CRM strategy.Achieved Gallup Engagement results to above World’s Best Practice in 5 of the 12 Work Place Q12 areas through building a culture of customer service and team work and empowering individuals.Built an ownership culture within the Help Desk Team through empowerment of individuals and driving a customer focused attitude.Received Chairman’s Award for Innovation 2 years running.Developed a web-based Learning Management System used by the Training Department.Developed a web-based Customer Service / Help Desk System used by the Service Desk team.

Project Manage major projects such as hardware upgrades,Design, develop, implement and manage web based solutions from conceptualisation to post launch, Manage relationship between Sales Operations & Planning Group and Business TechnologyDevelop and Implement Sales Management Tools using Excel/VBA/ODBC and HTML/ASP with VBScript/JavaScriptACHIEVEMENTSSignificantly increased productivity in Head Office and State Offices by developing a web-based Sales Representative Information Management System.Reduced downtime of sales representatives through increased automation during execution phase of field force technology upgrade project.Improved transparency of field force performance by project managing the development of the Sales Analysis Tool providing comprehensive analysis of Pfizer’s sales performance.Improved performance management capabilities and efficiency of Pfizer by developing solutions for recording performance of each Sales Representative.

Responsible for the day-to-day running of the company Electronic Territory Management System (ETMS) including database administration and Help Desk.Involved in Project Teams to develop new systems and policy direction,Development of Management and Sales Department Decision Support tools for Business solutions and Sales Representative activity and performance to target,Implementation and ongoing management of training for all new and current users of the ETMS system.

Responsible for the Women’s Health, Urology and Rheumatology portfolios.Achieve sales budget ($7.05 million) within assigned expense budget.Liaison with and leadership of GP Representatives covering my territory,Achievements:Exceeded sales budgets ($8.08 million or 114%) within promotional budget in 1999, increased sales in a declining market,My interest and skills in Sales Analysis significantly influenced sponsorship and promotional funding policies.