• Spearheaded the development and harmonization of cloud-based CRM integration architecture: Enhanced system interoperability and scalability.• Strategized and executed a forward-thinking CRM platform vision: Aligned with overarching business goals and drove innovation in customer engagement and experience.• Successfully launched the Veeva CRM Suite: Managed a large-scale, integrated implementation and migration from the previous platform, coupled with the introduction of a new MDM platform, all within an accelerated timeline.• Led the end-to-end product lifecycle of the patient CRM (Salesforce.com): Focused on personalization, predictive segmentation, and next-generation capabilities.• Fostered a culture of innovation: Encouraged the exploration and integration of cutting-edge technologies and methodologies to elevate CRM and integration services.• Unified CRM development efforts: Reduced fragmentation and created a seamless, integrated experience across all digital touchpoints.• Optimized inter-CRM processes: Scaled feature development to streamline operations and enhance the user journey.• Established and monitored KPIs: Performed comprehensive performance metric analyses and implemented continuous improvements to maximize CRM effectiveness and user satisfaction.• Collaborated extensively with cross-functional teams: Worked with engineering, design, product, and data teams to define product vision, priorities, and strategic alignment.

• Spearheaded Global Commercial Systems and Operations: Oversaw Commercial Business Intelligence, Digital Marketing Operations, Sales Operations, and Digital Marketing Operations, demonstrating robust strategic leadership and operational management capabilities across a global landscape.• Developed and Executed Comprehensive Operational Strategy: Formulated and implemented a comprehensive commercial sales operational strategy, including the development of platform roadmaps. Led the architecture, development, and day-to-day operational management of key systems such as Microsoft SQL Server, Oracle, Salesforce.com, and Adobe Marketo Engage, showcasing deep expertise in technology integration and CRM management.• Directed Global Business Intelligence Initiatives: Led global business intelligence initiatives, developing metrics/KPIs, reporting frameworks, and interactive dynamic dashboard portals, underpinning a data-driven approach to decision-making and strategic alignment.• Enhanced Digital Marketing Operations: Optimized digital marketing operations, integrating innovative digital solutions and automated processes to drive efficiency and enhance marketing effectiveness.• Managed Sales Operations: Directed sales operations, implementing advanced analytics and AI-driven insights to improve sales strategies and outcomes.• Ensured System Readiness for New Product Launches: Led numerous global and regional system readiness initiatives for new product launches, ensuring seamless integration and high performance across all commercial systems.• Collaborated with Cross-Functional Teams: Worked closely with cross-functional teamsto align technology solutions with business objectives and drive organizational success.• Built High-Performing Teams: Fostered a culture of innovation and continuous improvement by building and mentoring high-performing teams, ensuring the development and retention of top talent in the organization.

• Spearheaded the development of a comprehensive marketing database architecture: Oversaw the execution of campaign fulfillment operations.• Championed the creation of groundbreaking acquisition strategies for WaMu Card campaign management: Demonstrated innovative problem-solving skills.• Directed the development and launch of a Prospect Database platform: A 60-terabyte Oracle DBMS containing 2.5 billion consumer records, which facilitated 300 million credit card direct mail solicitations annually, culminating in the acquisition of 3.3 million accounts in 2007 and 2.8 million in 2008.• Managed the execution of Small Business Card, Invitation-to-Apply (ITA), and Partnership direct marketing campaigns: Leveraged partnerships with both internal teams and Acxiom Corporation, enhancing campaign reach and effectiveness.• Led quality assurance team: Implemented audit oversight to produce direct marketing lists for 480 campaigns across various channels, generating over 24 million yearly customer contacts.

• Led Business-to-Business development project to develop framework and processes to support business identification, business to consumer relationship, B2B campaigns and business level suppression. Key features include ranking systems for best address, best individual per business and best business per individual• Oversaw development projects to enhance consumer identification logic• Managed Small Business Acquisition production • Led project to design and implement the Acquisitions project to process accelerated Trigger direct marketing campaigns

• Managed fulfillment of invitation-to-apply and partnership direct marketing campaigns• Created initial designs of automated fulfillment process• Developed, tested and implemented total redesign of Best Phone ranking methodology to support direct dial campaigns

Reporting to VP, Business Development, responsible for heightening client interest in emergent technologies via presentations, white papers, solution comparisons, and relationship building, with a focus on document digitization and distribution strategies in the law firm environment. Created implementation plans for new account startups and technology implementations, managed interdepartmental teams to execute on plan, working closely with client and partner teams.• Served on technology board of Heller Ehrman to build strategic document digitization, distribution and print roadmap; key player in multi-million dollar contract renewal. Successfully led technology implementation of nationwide deployment of over 100 multifunction devices in 7 cities, facilitated associated system integration, and instituted process and procedure.• Led team to implement imaging distribution solution in Washington, DC and facilitated client focus group. Led subsequent deployment in Chicago office

Reporting to Senior Director of National Operations, with a strong focus on integrating technology solutions and playing a visible role in the deployment process.• Led a year-long project to prototype an imaging distribution solution, working with client and key partners to develop additional system functionality; managed project team to stage, test, and deploy approved system at 8 cities domestically, as well as London.• Initiated, organized, and compiled curriculum for 4-day “boot camp” for Bowne Business Solutions IT employees, targeting integration of imaging and print technologies. Partnered with Xerox Corporation to co-sponsor event and provide facilitators.

Reporting to Senior Director of Technology Services, responsible for both client-facing and internal technology infrastructures in the eastern region, as well as oversight for production tracking systems at 55 client locations nationwide, including Lehman Brothers, Goldman Sachs, Credit Suisse First Boston, Morgan Stanley and Heller Ehrman• Managed 5 application engineers, 1 training manager, 1 technology manager with sub-team of 4 system analysts; dotted line responsibility for help desk employees and appropriately 15 system administrators nationwide.• Led initiative to consolidate 5 production tracking systems to a single server within client’s WAN; reengineered validation and chargeback programs to dramatically improve efficiency and stability, as well as the ability to support nightly transactions; resultant system allowed client to reallocate 2 full time accountants, and resulted in more timely cost disbursement

National responsibility for iTrack, Bowne’s proprietary production tracking and chargeback system consisting of an Oracle database server and a suite of client applications• Managed 5 application engineers, 1 training manager; dotted line responsibility for help desk employees and 15 system administrators nationally.• Managed multiple national system integration projects and operation startups.• Developed and executed iTrack rebranding campaign to drive marketability of system.• Led initiative to build user and administrator manuals• Spearheaded project to reengineer chargeback process at major client; previous process was slow, unreliable, and prone to miscalculation. New program proved to be far more robust, dramatically faster and provided accurate calculation with full audit trail.

Responsibilities included analysis, configuration, deployment, and ongoing support of production tracking system at over 40 client operations nationwide. Constructed analytical and operational SQL queries.• Successfully configured, deployed and supported system in Morgan Stanley Hong Kong office.

Responsibilities included analysis, configuration, deployment, and ongoing support of production tracking system at over 40 client operations nationwide. Constructed analytical and operational SQL queries