Oversaw Americas Customer Transformation delivery portfolio (Distribution & Industrial Sectors) with 100+ active projects.• Conducted regular reviews of ongoing projects to identify potential risks and implemented mitigation strategies accordingly.• Conducted thorough technical delivery analysis, risk assessments and mitigated potential hazards during opportunity scaling maturity through contracting and successful delivery.• Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.• Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and profitable engagements.• Championed a culture of excellence, established clear performance metrics to monitor progress and drive continuous improvement in service quality.

Oversaw Americas Salesforce Practice delivery portfolio (Distribution & Industrial Sectors) with 100+ active projects. • Conducted regular reviews of ongoing projects to identify potential risks and implemented mitigation strategies accordingly.• Conducted thorough technical delivery analysis, risk assessments and mitigated potential hazards during opportunity scaling maturity through contracting and successful delivery.• Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.• Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and profitable engagements.• Championed a culture of excellence, established clear performance metrics to monitor progress and drive continuous improvement in service quality.

* Directed the management of active delivery projects transitioned from Bluewolf portfolio to IBM Salesforce practice portfolio.* • Conducted regular reviews of ongoing projects to identify potential risks and implemented mitigation strategies accordingly.• Conducted thorough technical delivery analysis, risk assessments and mitigated potential hazards during opportunity scaling maturity through contracting and successful delivery.

Program manager overseeing Salesforce.com business transformation projects (including red projects) to deliver engagements to contracted price, scope and schedule.• Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals.• Managed cross-functional teams to deliver high-quality products within scope and budget constraints.• Tracked and reported program results to stakeholders at all levels, effectively communicating complex information in a clear and concise manner.• Increased customer satisfaction rates by implementing robust feedback mechanisms and incorporating client input into future program planning efforts.• Successfully managed budgets and allocated resources to maximize productivity and profitability.

Successfully managed Salesforce.com project delivery commitments for new and existing clients. * Participated and supported on-going sales process in understanding and clarifying client’s requirements, needs, process and work scope.* Collaborated with developers and clients to finalize scope of work, gain approvals and funding.* Hands-on configuration and customization of Salesforce.com to meet client needs.* Developed implementation plans to track and report on project progress and status.* Collaborated with offshore development team to manage coding and implementation of customizations and test for interoperability.

Hired to be part of a new team tasked with deployment of Salesforce.com CRM & PRM solutions to 15,000 users globally across multiple countries and languages.* Collaborated with business and technical teams in the piloting and deployment of an improved agile release management process incorporating transparency, increased productivity and efficiency.o Proactively engaged with external consultants and offshore development teams in implementing iterative processes and enabling tools.* Managed full cycle project management functions from initial scoping to final deployment and support of successive releases.o Catalogued, consolidated and compiled pipeline of prioritized requirements for immediate and future releases.o Developed and published plans to communicate and track status of multiple project releases.o Participated in solution design, estimating level of effort, resource availability, and organization of work effort into clearly defined releases. o Collaborated with business and technology teams to gain necessary approval for implementation of changes on a clearly defined and approved release calendar.o Participated as a Technical resource in training the sales workforce and management.* Travelled to India and Malaysia and engaged with offshore internal and outsource teams in deploying salesforce.com releases globally with minimal downtime and business impact.* Interviewed, recommended and hired Dell’s offshore Salesforce.com Development team comprising project managers, analysts and programmers in Cyberjaya, Malaysia.

Hired to lead, design and manage the delivery of a fully operational hardware and software technology platform to support a 100-seat telesales center.* Chaired meetings to elicit understand and catalog current business processes, requirements, needs and gaps.o Researched and recommended business process improvements to align with a telesales model.o Consolidated requirements, designed solutions and estimated level of effort to customize Salesforce.com to incorporate approved requirements.* Engaged with developers and consultants to develop and implement custom code to integrate Salesforce.com with back office customer management and data warehouse systems.* Configured salesforce.com with additional fields, modified page layouts, hierarchies, data visibility restrictions, templates etc.* Collaborated with end users and management to develop and implement reports and executive dashboards.* Conducted end user Salesforce.com, call center tools and support processes training and evaluation.* Interviewed and hired internal team to support and manage Salesforce.com implementation and integrated call center tools.

Responsible for selling, developing and implementing strategic technology roadmaps for business operations. • Retained by client to assess 200 seat call center acquisition and subsequently to evaluate and recommend changes to technology platforms.

Hired to assume leadership role and manage a stalled Siebel CRM deployment.* Reviewed current stalled state, collaborated with technology and business teams and recommended changes and new plan to revive stalled deployment program.o Worked with stakeholders to develop a revised roadmap and release calendar; evaluated resources and identified gaps in people and technology.* Interviewed, hired and managed a team of Siebel CRM business analysts, Siebel developers, java programmers, technical architects and project managers.o Transitioned work to a new technical team of developers supplemented with external resources based on project need.o Successfully delivered critical module within 60 days (was stalled for nearly a year)* Developed and implement new processes and tools to collaborate proactively with multiple technical and business teams.

Hired to implement call center solutions with integrated knowledgebase, CRM and voice technologies for the Global Consumer Support center.* Designed, developed and implemented web-based support knowledgebase with a small team of dedicated programmers.* Designed processes, evaluated and deployed technologies to deploy a virtual call center.* Collaborated with technical teams to transition from Scopus CRM and deploy Clarify CRM globally.* Designed and implemented processes and technology tools to enhance call center agent productivity integrating CTI, IVR’s and technical knowledgebase.

* Hired to provide technical support to end user and executive clients.* Researched, developed and introduced new products to company’s sales and support folks.* Evaluated and recommended new products and technology for the company’s portfolio.