CRM and Consulting Services Team ManagerNational CRM and consulting services team manager for one of the largest automotive dealer groups in the country. • Project management responsibilities for both internal and external/vendor projects• Intradepartmental and cross functional collaboration• Collaborate with vendor partners to ensure all CRM solutions meet SLAs• Vendor application enhancement requests, defects, product roadmap throughout SDLC• Enterprise reporting design, coordination, and execution• Consult dealer leadership on use of CRM for variable and fixed operations• Establish Internet Sales operations, train Internet Directors, implement Sales BDC departments• Train GM, GSM, sales managers, Internet directors/managers, BDC staff on CRM• Establish Fixed operations CRM implementations, Service BDC departments• Consult fixed operations leadership and team members on CRM use and best practices• Responsible for installation, training, and technical management of CRM solutions• Provide direction and execution of training regimen for team members• Facilitate intradepartmental collaboration for ensuring corporate CRM mandates are upheld• Responsible for tracking effectiveness of marketing campaigns associated with CRM• Collaborate with other marketing departments to develop and perform Digital Marketing Reviews• Works with dealer leadership team to establish, facilitate, and measure standard operating procedures• Establish support methodology to be deployed across the enterprise• Collaborate with IT to develop internal support mechanisms• Work with GMs to ensure that customer information safeguards are being followed• Conduct regional “best practices” meetings for all CRM related departments• Conduct monthly CRM training classes• Provide monthly reporting along with benchmarking and objectives• Lead newly acquired dealerships with the implementation of sales and service management systems• Recruit and hire new CRM consultants

Responsible for the web vision, strategy, systems architecture, and systems life cycle for enterprise content management, and content management systems which include Microsoft SharePoint and Ektron content management systems. UK HealthCare website leadership responsibilities include advice/consult marketing department on website strategy, search engine and web analytics efforts, ongoing UKHC website roadmap/programming efforts, vision for systems architecture, and systems environment maintenance for all customer facing websites. Leadership for establishing, maintaining, and growing the relationship between marketing and IT, and key member of Quality and Safety website strategy/design committee. Manager of .NET development team and SharePoint team. Authored and established enterprise content management governance structure, proactively developed the support model for the enterprise patient portal, key member of the patient portal implementation team, key member of the Clarity design team. Leadership for IT Operations Roundtable, and I articulated the vision and spearheaded leadership for establishing the IT brand identity. Assisted in establishing ITIL/ITSM processes including change management. Participated in LEAN projects. Leadership for DISC profile efforts.

Responsible for leading complex digital marketing programs/projects including Business Online suite, website content management systems leadership for ADP, enterprise account management, and digital marketing strategy. Responsibilities include project management, mergers and acquisitions consulting, managing enterprise website implementations, website customizations/enhancements (including: gathering client requirements, engaging product marketing, coordinating R&D, implementation, and support efforts, setting client expectations, managing risk, communicating and rolling out solutions for client), client account management and strategic direction, SLA negotiation, RFP responses (OEM and private), support process implementation, CRM implementation/troubleshooting for websites, digital marketing strategy/consultation, product strategy, third party data and functionality integration, maintaining strong relationships with the development and support teams, grow support teams and project management teams when necessary, collaborate with other product teams to ensure integration points are covered when necessary, engage internal company executives to ensure enterprise accounts’ goals are aligned with product development, participate in SEO/SEM and analytics projects for enterprise accounts.

Responsible for sales and marketing initiatives including account management, performing sales presentations, advertising, sales negotiations, contracts, creating marketing literature, creating a marketing plan, rebuilding a brand identity, reintroducing the company into its vertical market, and organizing industry trade shows as well as representing the company at those events. Finding, selling, and keeping customers by building relationships and earning trust.

Responsible for piloting and growing a new, ecommerce solution set which grew from $0 to over $2M in sales within a few years. E-commerce initiatives consist of web site development; web hosting, email hosting, search engine optimization/submission, and third-party integration. Discover, negotiate and resell third-party Internet solutions when strategically necessary. Define project scope and manage project for Internet Competitive Analysis project. Consult for clients by recommending effective e-commerce and/or CRM strategies via the appropriate ADP solution set. Supervise and assign project managers for web site project management. Work with programming leadership to clarify and facilitate web site development initiatives as well as product enhancement requests. Manage personnel for e-commerce department and CRM technical support department. Work with ADP sales representatives in selling ADP products by demonstrating e-commerce solutions and the CRM application to prospective clients then following-up during the sales cycle and negotiating contracts when necessary. Instrumental in offering/selling/maintaining e-commerce solutions to various Enterprise accounts.

Created and managed IT infrastructure, including but not limited to, installing all windows networks, Exchange Server, file servers, backup servers, web servers, print servers, wireless access points. Designed and installed computer based training facility. Manage and train the network admin team, and Technical Support team for CRM application. Organize conferences, seminars, and training sessions for clients around the country. Implementation of CRM application at client sites, user training, and suggest process changes where necessary. Consult clients on CRM best practices and CRM reporting to help manage their efforts. Responsible for finding and understanding the potential of emerging technologies and implement these technologies into our niche market by establishing VAR relationships. Actively participate in the software development team for the CRM application. Perform competitive analysis for the software development team. Represent the company at trade shows. Work with the sales department in presenting our products and solutions to prospective clients.

Statewide delinquent tax collection practice; local clients include HISD and Harris County. Managed an office of 50+ employees, supervised the management team including Information Systems Manager, Collection Manager, Post-Judgment Manager, and Bankruptcy Manager. Supervised implementation and organization of all information systems and trained new legal assistants on all systems. Designated as firm liaison to Harris County District Clerk, Harris County Tax Office, Harris County Constable Precincts, HISD Tax Office, and all independent contractors. Responsible for payroll and procurements, interviewed, trained, and supervised new litigation, administration, and temporary employees. Coordinated lawsuit filings with the district clerk and tax offices. Maintained appropriate level of pending lawsuits per partner mandated parameters, prepared statistical reports for partners regarding lawsuit data.