Consumer Packaged Goods (CPG)

Hired to help build the solution to the McDonald’s problem that is the focus of the documentary https://www.hbo.com/mcmillions. As a contractor to a print security firm, a marketing compliance agency, and an audit team comprised of ex-FBI agents, I implemented the randomization processes that determine the placement of game pieces into McDonald’s product packaging at their print facilities for Spain, France and UK.

Negotiated the contract and managed the project to build ground-up payment processes and systems for the Eversource SMART Solar program. The project implementation methods were Six Sigma/DMAIC for the financial data components and Agile for the web application, which included technical components .NET, SQL, Azure Active Directory (AD) single sign-on (SSO), JavaScript Object Notation (JSON), AWS and others. The IT infrastructure links Eversource and its call centers to CLEAResult Consulting… Show more Negotiated the contract and managed the project to build ground-up payment processes and systems for the Eversource SMART Solar program. The project implementation methods were Six Sigma/DMAIC for the financial data components and Agile for the web application, which included technical components .NET, SQL, Azure Active Directory (AD) single sign-on (SSO), JavaScript Object Notation (JSON), AWS and others. The IT infrastructure links Eversource and its call centers to CLEAResult Consulting, PMC, 2 FinTechs, and 3 commercial banks. The project pays solar installation owners millions of dollars monthly, requires $60MM in cyber security insurance and PCI, SOC1 and SOC2 compliance. Show less

Hired to fix a broken supply chain that disrupted service to 100 of the country’s largest utilities. My solution integrated 3 service providers and 2 financial institutions using disparate databases SQL, SAP, MySQL and Aptean RDMS with various data security and transfer methods HTTPS, SSL, TLS and SFTP. I worked directly with the DBAs to create a single source of truth for 200 call center users and program/financial leaders across 100 utilities. I completed the 6-month contract in 4 months with… Show more Hired to fix a broken supply chain that disrupted service to 100 of the country’s largest utilities. My solution integrated 3 service providers and 2 financial institutions using disparate databases SQL, SAP, MySQL and Aptean RDMS with various data security and transfer methods HTTPS, SSL, TLS and SFTP. I worked directly with the DBAs to create a single source of truth for 200 call center users and program/financial leaders across 100 utilities. I completed the 6-month contract in 4 months with 100% SLA compliance. Responsible for the P&L of a staff of 4. Show less

Hired to fix a program that lost $1MM in one year. I led a team of 200 at my employer and a team at Consumers Energy to implement new processes and technology that satisfied the state’s requirements for outsourcing and the federal requirements for reporting for LIHEAP programs. My version of the program netted $500K and served 25,000 utility customers in the Michigan MEAP program. Responsible for the P&L of a staff of 60.

Hired to fix an outsourcing project that stalled. Developed the methods to calculate the cost to perform the processes in-house, the cost-benefit analysis and the ROI models for outsourcing. Developed the RFP and the scoring system to evaluate potential vendors. Selected vendors, negotiated contracts and outsourced the services on time and on budget.

Hired to improve the company’s value proposition. Managed a project to implement a customer-facing reporting system for the company’s enterprise system. Worked directly with a team of developers using a strategic plan derived from LEAN with a goal to improve efficiency by communicating data to customers proactively to reduce waste in the form of reactive customer service support. The technologies involved were JSON, SQL, PHP, HTML and others. The market value of this solution ultimately led to… Show more Hired to improve the company’s value proposition. Managed a project to implement a customer-facing reporting system for the company’s enterprise system. Worked directly with a team of developers using a strategic plan derived from LEAN with a goal to improve efficiency by communicating data to customers proactively to reduce waste in the form of reactive customer service support. The technologies involved were JSON, SQL, PHP, HTML and others. The market value of this solution ultimately led to the sale of the company. Responsible for the P&L of a staff of 5. Show less

Led a project to implement business process outsourcing (BPO) for approximately 250 million back-office processes performed by my employer for a portfolio of 300 customers. We outsourced near-shore and off-shore by taking document scanning to Mexico, data capture to India and call center support to Canada and Argentina.

Served as the business analyst and the project manager to implement real-time web services to exchange data with Cricket Communications to replace SFTP file-transfer technologies. Worked directly with developers at customer site and my employer to use Active Server Page Classic (ASP) to populate an SQL database used by 1,000 call center agents. The market value of this solution ultimately led to the sale of the company.

Worked directly with Intuit’s Office of the President to implement a project to reduce time-to-serve from 10 days to 3 days for 5MM customers annually. With a budget of $250MM annually, the program had a very high-profile. I interacted with leaders in finance, legal, customer service, IT and operations.

Implemented Deluxe Corporation’s first connection of its Online Network Exchange service with a data processing service bureau with a customer base of 100+ financial institutions in the Midwest. The teams were in St. Paul, Des Moines and Chicago. The technologies involved a dedicated point-to-point T1 connection, IBM AS/400 midranges and terminal emulation. After go-live, I trained users.

Devised a method that sold clearance product so successfully that processes were changed to route clearance equipment from other stores to my department and staff of 6.