Lead the practice team that provides a holistic view of the external customer, making it easier to access and manage the customer experience, through recording various customer interactions (over email, phone calls, social media or other channels), automating various workflow processes such as tasks, calendars and alerts.• Develop and execute a global CRM strategy that aligns with the company's overall business objectives.• Lead internal/external team of CRM specialists in the development and implementation of CRM campaigns, ensuring best practices are followed.• Collaborate with cross-functional teams to ensure the successful delivery of CRM initiatives, including marketing, sales, product, and customer service.• Build and maintain relationships with key vendors and technology partners to ensure the effective utilization of CRM tools and systems.• Monitor and analyze CRM performance metrics to identify opportunities for improvement and optimize customer engagement. • Ensure compliance with relevant data privacy and protection regulations.• Develop and manage the CRM budget, ensuring resources are allocated effectively to achieve business objectives.• Respond to customer inquiries and complaints in a timely and professional manner.• Stay up to date on the latest CRM trends and technologies.

Drive, Direct, Manage and Develop – commercial focused business transactions through process management and business integrations for growing division in Land for Customer/Vendor Onboarding and Solutions.• Maintaining and connecting varied processes into multiple be-spoke systems to get data in timely, efficiently, and effectively into Oracle Financial ERP system. • Strategic Driver for the buildout and development of an industry standard based processes for new growing business expansions, internal entity migrations and future World Fuel Services acquisitions.• Ownership/accountability, to clearly articulate the vision and collaborate professionally while working with multiple functional business partnerships for successful End to End based solutions. • Manage accountability through proven working metrics (KPI) driven process designs. • Review and maintain outlined established process flows and/or create newly evaluated and designed process flows for efficient data retrieval into and out of multiple bespoke systems (Oracle, RCD, Salesforce, Ortech, Kissflow) • Evaluate use of new tools and applications to drive efficiency within a business process or transaction flow. • Coordinate business area functions and activities associated with system integrations and/or implementation releases with varied functions by utilizing technology or newly define outlined business processes.

CRM Digital Technology Leader responsible for driving global business analysts & UI/UX teams to meet commitments based on Global CRM Field Service and Call Center program roadmap.•Provide central leadership and coordination of business analysis & UI/UX teams. •Develop, plan and manage the implementation of activities for multiple, moderately complex global CRM projects for both external and internal customers (Salesforce & MS Dynamics CRM).•Manage project risks, issues and escalations by identifying and applying mitigation strategies to project plan and technical strategy to ensure overall project success.• Work closely with clients to review project schedule, project budget, resources plus others.• Scrum Leader -exercise Agile Software Development methodology.

Bilingual Senior CRM and Business Applications Project, Program and Portfolio Business and Technology Executive seasoned in managing high visibility and complex global projects and implementations. Seasoned in customized CRM solutions with multiple integrations (Dynamics 365, SalesForce, O365, SharePoint, 3rd Party ISV’s (Marketing, ERP, government and proprietary both on-prem and online) focused on achieving ROI and Customer Engagement strategies. Responsible for using best practice PMO methodologies (agile) to create/execute/implement system application programs and project plans that align enterprise and stakeholders’ needs while delivering on time, with-in budget and with expected business outcomes.

Lead Sales, Marketing, IT, Data Analytics and Customer Service departments into building a unified view of our customers by integrating SOA CRM technologies with proprietary software applications. Drive functional analysis, requirements, definition and module configuration, and user acceptance testing. Lead IT team in conducting prototypes, developing functional specifications and data mapping that meets business requirements and optimizes the end-user experience. Ensure the CRM application meets corporate objectives, fulfills end-user requirements, identifies and resolves business requirements and issues.  Gather, analyze, and define end user requirements for CRM data access and usability in accordance with business objectives.  Assist in the creation of long-term strategic goals for achieving and maintaining high data quality in conjunction with CRM users and other key stakeholders.  Develop, implement, and maintain policies, procedures, and associated plans for CRM software administration and appropriate use.  Collaborate with analysts, developers, and system owners in the testing of CRM programs and applications.  Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications.  Conduct research on new and emerging CRM technologies or technologies that can be leveraged through existing CRM investments.  Develop Training material for the CRM application and conduct Train the Trainer sessions.  Data Stewardship and Management of CRM system  Manage Operational Reporting from CRM System

Lead & develop cross-functional strategies, business cases and requirements for meeting the needs of internal and/or external clients contributing to enterprise growth and profitability while enabling our CRM system is aligned with the Global strategy; Accountable for the overall strategy and enablement of Sales and CRM systems and technology solutions. •Facilitate enhancements of CRM with sales processes and reporting requirements •Develop overall strategy and enablement of Sales, CRM systems and technology solutions•Develop enterprise-level strategies and multi-year roadmaps to drive support for high-value, innovative business opportunities and solutions. •Develop and review opportunities, business cases, and requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis •Evaluate information from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding;distinguish user requests from the underlying needs •Communicate/collaborate with external and internal customers to analyze information needs, functional requirements and deliver required artifacts •Leverage expertise and experience to provide leadership, guidance, and supervision to teams and individuals engaged in project and technical solutions or support •Develop innovative solutions utilizing best practices•Develop strategies/implement programs that improve productivity and efficiency of work processes •Direct and manage SOD in MS CRM; review systems’ functional security roles relevant to job function •Collaborate with IT Leadership to meet project requirements within project constraints •Ensure activities are aligned between business and IT strategies •Develop strong relationships with peers to promote knowledge sharing and user collaboration

Administer 2 versions of Microsoft Dynamics CRM: 4.0 & 2011Apply proven communication and problem-solving skills to guide and assist user groups on issues related to design, development and deployment of CRM.Responsibilities:Strategy & Planning•Ensure that CRM applications meet corporate objectives, fulfill end-user requirements and identify and resolve business requirements issues.•Gather, analyze and define end user requirements in accordance with business objectives.•Create long-term strategic goals for achieving and maintaining high data quality in conjunction with CRM users, department managers, clients, and key stakeholders.•Develop, implement and maintain policies, procedures, and associated plans for CRM software administration.Acquisition & Deployment•Evaluate, install, configure and deploy CRM applications, systems software and poducts.•Analyze documentation and technical specifications for enhancements to CRM based on intended functionality.•Collaborate with analysts developers and system owners in the testing of new CRM programs and applications.•Ensure new software integration meets functional requirements, system compliance, and interface specifications.•Negotiate contracts and liaise with CRM software suppliers.•Conduct research on new and emerging CRM technologies Operational Management•Liaise with network administrators and software engineers to assist with quality assurance, program logic and data processing.•Provide technical support for CRM users.•Devise, coordinate, and conduct data-cleansing initiatives.•Benchmark CRM initiatives against best practices.•Update fields to maintain new business value rules, processes or redesigned data warehouses.•Formulate and conduct training sessions and materials.•Recommend, schedule and perform software improvements, patches, upgrades and purchases.•Manage CRM team: hiring, mentoring, disciplinary action, performance reviews, termination and scheduling.

July 1986 to Sept. 2005 (Full-time), Sept. 2005 – retired 2013 Captured market-leading dominance and increased market share 12% for both newly launched and existing brand / co-branded product lines for region. Assignments included: Managing 54 sales offices, 114 employees throughout Latin America & Caribbean.*Conducting site inspections & audits to maintain accounting standards and strengthen communications.*Superior knowledge of Agency, ARC/IATA ticketing practices, including knowledge of local country practices & governmental laws & regulations.*Training, establishing and communicating airport sales policies and procedures throughout L/A region.*Strong ability to multi-task, set priorities and allocate time and resources appropriately.*A liaison with multiple divisions, including Sales, HR, Reservations, Airport Services and Accounting. *Establishing, reviewing and identifying CTO sales, revenue goals and incentives for L/A region.*Responsible for co-branded COPA alliance, including CTO start-ups and closures (when appropriate).*Assisting CTO station supervisors in establishing and tracking local budgets. Additional aviation positions include: International Airport Operations: Sales / Team Leader – (2007-2008), Revenue Management Analyst (2001), International Marketing Specialist (1999), New Product Development Analyst (1997), Corporate Training & Development (2000-2001), Airport Operations & Reservations (1986-1997).

Championed with implementation and administration of new CRM system, providing strategic sales support, assisting in development and execution of marketing programs and events. RESPONSIBILITIES:·Project leader for implementation of CRM software in coordination with IT and Sales areas·Manage multiple GBU's business processes and reporting from the company's CRM system·Coordinate CRM system upgrades and enhancements with IT and Sales areas·Develop/ maintain consolidated customer hierarchy and serve as gatekeeper for business systems·Gather, group, report and provide business insights / analysis of sales data from business units.·Develop and report sales metrics and management dashboards. ·Support sales efforts at both corporate and business unit levels.·O&G Upstream: market research and analysis.·Developing, printing and distribution of sales literature and materials·Assist in planning strategic sales events and activities.

Increased TD productivity 20% by adding new CRM software and implementing new best practices. Slashed creative agency and third-party vendor costs 15% by renegotiating contract pricing and fees and by in-sourcing creative capabilities, all while ensuring the continuation and enhancements of services. Commissioned to: *Manage and oversee the integrity of the MS Dynamics Customer Relationship Management (CRM) system. Optimize the functionality of CRM by developing best-practices and workflows for Trade Development and Market Development departments. *Develop strategic B2B, B2C, B2G marketing programs and annual marketing plan, including development of concept, strategy, targeting, execution and ongoing program management that are consistent with CRM goals and objectives of division management. *Manage monthly and quarterly CRM system verifications to ensure continual validity of CRM data. *Initiate routine bulk DM/CRM e-communications to select target groups in advance of port events. *Assist in CRM enhancements and integration efforts of software and application selection, including system upgrades. Department Liaison with IT and 3rd party vendors. *Participate in the day-to-day management and execution and adjustments to the contact strategy. *Provide technical training and development to employees and end users. *Perform market intelligence and key performance analytics used to support and develop new business, trade and market development initiatives, including targeting prospects and customers by cargo type, tonnage and terminal. *Direct & lead creative B2B, B2C, B2G strategies, marketing communications and DM/CRM/E-campaigns that consistently meet tight budgs and timelines.*Develop and implement comprehensive international industry-marketing campaigns including, marketing communications and collateral, video clips, landing page and micro site for major industry trade shows & conferences, including: BreakBulk, RILA, OTC and TPM.

Increased ad agency revenues 10% by cross-selling CRM capabilities to existing customers. Lead DM & CRM teams in campaign concept development, creative design and language content, ensuring all client communications were aligned with strategy, brand and target. In charge of:Managing DM, CRM and Brand management projects, clients and vendors professionally & efficiently.Developing and executing DM & CRM campaigns (print, letter shop, distribution and mailings). Conducting DM and CRM analytics to optimize list, strategy, creative, offer and formats. Supporting target list definition through research, segmentation and predictive modeling.Proactively managed multiple projects to ensure that all deliverables and commitments are upheld and expectations of clients, team members, as well as vendors, are met if not exceeded.Coordinating with all areas within the agency, including but not limited to Creative, Traffic, Media, Accounting, Research and PR to ensure all departments within the agency are fully utilized as appropriate in an effort to further enhance the output for the client.

Increased global business unit (GBU) productivity 10% by implementing new database best practices and processesTasked with designing marketing research projects and analyzing results by: *Managing and maintaining 4 indirect sales and 2 direct sales marketing intelligence databases using Microsoft Access, Excel, Business Objects and Brio systems used to examine and analyze statistical data.*Performing daily, weekly and monthly database analytics, including but not limited to: sales data, end–user subscribers, and indirect multi-channel distribution activities. *Gathering, analyzing, and comparing competitor data and pricing to that of organization. *Managing day-to-day database operations; uploads, import/exports, extrapolations, scrubbing. *Auditing weekly, monthly and quarterly to verify data validity and integrity. *Assisting market research director in development of market research objectives to help the organization meet its strategic goals. *Analyzing current research and statistical techniques, and evaluating the latest research developments to develop new market research methods. *Establishing research method, such as survey, opinion poll, or questionnaire, and designs means for collecting data for each project. *Developing and assisting in conducting surveys and focus groups to analyze customer purchasing patterns, preferences, and organization's image and marketing effectiveness. *Researching market conditions and conducting feasibility studies to determine market demand for existing and new products or services. *Preparing reports, including charts and graphs, and presents recommendations for action plans to management.