Tom Mueller Email & Phone Number

Costa Mesa, Ca, Us

Led a global data analytics program aimed at getting to insights faster for competitive advantage. Responsible for leading a team across Global Finance and Technology to transform how to make analytics fast, easy and visually powerful through Tableau. Delivered several analytics solutions which replaced offline processes, and built an ongoing support model.

Costa Mesa, Ca, Us

• Led a global program to unify our organization across 30+ countries onto a common Salesforce.com platform by migrating 15+ legacy CRM systems and standardizing business processes• Highlights of program include:• Delivered beyond scope of business case, on schedule and under budget• Designed and deployed global processes for lead management, opportunity management, post sales delivery and client support• Provided oversight to an extensive change management program to ensure business units were well prepared for migration to new platform, trained properly and well supported after launch• Established integrations for lead management, configure/price/quote, order fulfillment, billing, client satisfaction surveys, enterprise analytics• Extended program beyond sales to encompass core client support capabilities including case management, client communities, knowledge and live chat• Guided a comprehensive data quality program to ensure data integrity in migrations and ongoing data governance and support post launch• Ensured system integrity by implementing a rigorous change control and release management process• Consolidated CRM support resources into a global CRM operations team straddling all regions and providing follow-the-sun support• Provide ongoing strategic direction for CRM investments; chair a global CRM governance committee comprised of business and technology executives• Oversee a global CRM center of excellence responsible for 4,000 Salesforce.com users with functions including help desk, analytics, user engagement/training, functional leadership and QA• Guide the implementation of major new feature sets from functional blueprinting through the full agile project lifecycle to post launch support • Manage $10M+ annual operating budget and responsible for commercial relationships with key vendors

Toronto, On, Ca

Managed a multi-business Saleforce.com application; oversaw the consolidation of multiple legacy CRM platforms into a single, unified instance of SFDC for a global sales organization.Oversaw customer analytics programs in support of sales strategies.Managed a re-engineering of lead management practices from marketing through sales aligned with sales productivity improvement goals.

Toronto, On, Ca

Hired as Manager, Database Marketing in 2001. Promoted to Director, Marketing & Sales Systems in 2005. Promoted to Sr. Director, Marketing & Sales Systems in 2009.Built a center of excellence within Thomson Reuters Legal with deep expertise in data warehousing, customer databases, BI tools, data quality programs and CRM systems. Led efforts to establish and enhance the Marketing Database that drive customer analytics in support of front-end customer strategies (FECS).Grew department from a small staff from 2 to eighteen over five years, thereby expanding capabilities to assume responsibility for projects of increasing complexity.Formalized project management methodologies and discipline within department ensuring commitments were delivered on time and according to expectations.Established a Data Quality Team to focus on ongoing improvement of customer data quality through system projects, process re-engineering and data cleansing activities; team focus and work product considered a best practice across Thomson Reuters.Led development of business case and served as program manager for the successful implementation of Siebel sales force automation platform for nationwide field sales and account management organizations. Assumed responsibility for ongoing development e-commerce systems including west.thomson.com and the Central Product Catalog (CPC). Part of team that conceptualized, built and launched the Customer Summary Screen; recognized with a 2006 Award of Excellence.

Participated in business case development for Encompass Global Payment Solutions, a start-up subsidiary of Marquette Financial Companies, resulting in initial start-up funding.Developed the project plan for the launch of Encompass, including technology implementation, and company staffing, accounting, marketing and operations. All key milestones were achieved according to original project plan.Provided work direction and leadership to assigned team of IT and business staff, ensuring timely progress on technology and business implementation objectives.Communicated project progress to CEO, escalated issues as appropriate and assisted in preparing board presentations.Served as primary contact for key vendor relationships, ensuring all issues were communicated and deliverables were achieved according to contractual guidelines.

Successfully implemented Marquette's marketing customer database.Implemented new targeted direct marketing programs, generating significant loan, deposit and fee income results.Developed quantitative measurement systems for tracking the success of campaigns.Managed a team of Analysts, improving skills and helping with career planning.Developed and implemented customer segmentation, conducted primary market research, and drove new brick-and-mortar site selection projects.Managed vendor relationships for database technology, database marketing agency services and primary market research. Ensured projects were completed on time, within budget and achieved key objectives.

Designed and implemented new business-to-business direct marketing programs, resulting in improved customer penetration and new loan volume.Managed research projects including market share analysis, customer satisfaction research, market segmentation and competitive analysis. Ensured projects were completed on time, within budget and achieved key objectives.Managed the Information Resource Center (IRC) - conducted substantial secondary research for B2B prospecting and competitive intelligence.

Interned for 3M Safety and Security Products division.Conducted market research, analyzed competitive position of product lineDeveloped sales materials regarding 3M's competitive advantage; presented and delivered results to a pan-European sales conference.

Us

Conducted internal audits throughout operational and financial areas of the company.Evaluated overall effectiveness of company's internal control environment.Advised senior management of audit progress, findings and recommendations.

Master, International Business Studies; Marketing And French

Bachelor Of Arts, Accounting; French