Providing positive customer experience programs and solutions

Strategic consulting for clients with a priority on excellent global sales, support, and collaboration initiatives.

Engagement management and strategic consulting for clients with a priority for excellent customer experience. My background allows me to provide program insight customers benefit from my expertise in CRM systems, contact center technologies, custom development, integrations, and strategic consulting.

Specialized Consulting and Program Management for customer software solutions

Eventus is a premier provider of advanced, comprehensive solutions for Customer Operations Management. Our vanguard technologies, consulting and cloud operations managed services help organizations modernize and optimize their Customer Operations with the right solution that targets business outcomes and strengthens customer loyalty.

Managed customer relationships for speech analytics contact center software vendor. Responsible for maintaining referenceable customer base along with customer satisfaction, renewals, change orders and upselling. Assisted customers achieve ROI through program management, business planning and consultation. Primary point of interface between CallMiner and client C-Level executives to operational management teams to establish and extend on business initiatives. Managed customer base to an unprecedented 100% referenceable level.Utilized Salesforce.com for sales process and Sharepoint for collaboration and process enforcement.

Established and managed new processes and procedures for the creation, maintenance and support of business critical systems. Developed and implemented systems development lifecycle processes to ensure highest levels of quality and responsiveness.

Business Impact: Provided strategic vision and leadership for the development of medical practice management software while directing teams of 8 developers and business analysts to deliver homegrown software. Defined and validated application and database designs, architectures, and integrations. Established and delivered change management plan for major product replacement.Technical Highlight: Developed scheduling module for time and resource management using C#.NET.

Established cross project utilization processes to efficiently manage resources and monitor individual project performance at a major pharmaceutical company for a Siebel 7.7 CRM Life Sciences implementation. Demonstrated need for additional team members by positively demonstrating personnel allocation limits and effective distribution. Created DR (Disaster Recovery) planning for mission critical high-availability production CRM systems. Managed upgrade assessment for Siebel v7.7 to v8 within substantially accelerated timelines while still delivering full scope of assessment.

Business Impact: Performed pre-sales to project handoff activities at multiple Fortune 500 companies. Provided requirements gathering, Request for Proposal (RFP’s), Statement of Work (SOW’s), Engagement Contracts, Service Level Agreements (SLA’s) and Client Signoff. Created and conducted executive level demonstrations for software sales and professional services. Provided leadership, project management and primary architect roles for CallMiner speech analytics practice and contact center engagements.Technical Highlight: Installed and integrated cutting edge speech analytics software for strategic use in multiple cable service and content providers.

Maintained client relationships for multiple Siebel order management and contact center engagements with international communications companies. Delivered significant ROI for clients through teams of 20 professional consultants and 15 client employees by performing a large scale tuning assessment to reduce average call lifecycle for the contact center handling 500,000+ customers per day resulting in over 6 million dollars in savings per year.

Business Impact: Managed 25 person team of business analysts, system architects, developers, DBA’s and enterprise analytics specialists to develop, deliver, and support end-to-end solutions for CRM, knowledge management, collaboration, enterprise analytics, and custom integrated systems. Performed multiple RFP’s, SOW’s and contract negotiations surrounding software purchases and vendor engagements. Created and delivered management presentations for executive level participation in strategic purchases, future planning and team performance. Accountable for the creation and fulfillment of internal and external facing Service Level Agreements (SLA’s) for integrated mission critical systems centered around Siebel CRM (Call Center, Quality, eService, Account, Contact, Product, Asset, Contracts, Email Response, Assignment Manager, Workflow, Advanced Search and Calendar) and Vignette Content Management.Technical Highlights: Architected and created a new integrated solution for tracking customer maintenance renewals resulting in a +250% increase in year to year renewal revenue. Created and maintained integrated CRM support portal and online knowledge base allowing customer, partners, and employees to interact directly and creating 1million + hits per month from users who were able to avoid voice contact with Ariba. Designed and developed web interfaces to integrate systems providing external and internal access to data using custom solutions for Vantive CRM (Support, Engineering) and Vignette enterprise knowledge management allowing appropriately filtered content to be available for employees, customers and partners in a highly scalable multi-contributor format.

Business Impact: Performed complete product development lifecycle including process definition and design, requirements definition, mapping, gap analysis, test scenario definition, script development, execution, deployment, and post deployment support. Provided business process and systems analysis, requirements gathering and solution delivery while simultaneously training internal staff to replace consulting teams.Technical Highlight: Technical lead for 15 person Siebel Call Center implementation using Siebel Tools, Visual Basic, COM, and WIN32 API delivering a custom order management solution for within Siebel Call Center.