Experience

Peoples Bank

• United States
• Banking
• 1 - 100 Employee

• Vice President Technology Integration Manager

  • Jun 2021 - Present

  Unleashing the value of best in class products through efficient integration to drive continued growth and improve customer experiences. Unleashing the value of best in class products through efficient integration to drive continued growth and improve customer experiences.



NICE CXone

• United States
• Software Development
• 400 - 500 Employee

• Sr Product Manager

  • Apr 2016 - Jun 2021

  As a Product Manager NICE-inContact, I oversee CRM integrations and Performance Analytics products, which includes contact center Agents for Salesforce.com, Oracle Service Cloud, MSDynamics and ServiceNow among others. I also pioneered the creation of CCaaS / CRM integrated analytics products that help customers measure the value of their contact center/CRM integration and provide predictive modelling to maximize performance. As a Product Manager NICE-inContact, I oversee CRM integrations and Performance Analytics products, which includes contact center Agents for Salesforce.com, Oracle Service Cloud, MSDynamics and ServiceNow among others. I also pioneered the creation of CCaaS / CRM integrated analytics products that help customers measure the value of their contact center/CRM integration and provide predictive modelling to maximize performance.



CommScope

• United States
• Telecommunications
• 700 & Above Employee

• IT Professional

  • Aug 1996 - Apr 2016

  Responsible for development of global process across all business units for sales forecasting and demand planning using SAP Customer Relationship Management. . Integrated call center technology with CRM solution using customer interaction center. Managed cross-functional business and IT team(s) through multiple implementations and upgrades. Responsible for operation, maintenance and optimization of the solution. Responsible for development of global process across all business units for sales forecasting and demand planning using SAP Customer Relationship Management. . Integrated call center technology with CRM solution using customer interaction center. Managed cross-functional business and IT team(s) through multiple implementations and upgrades. Responsible for operation, maintenance and optimization of the solution.



Andrew Corporation

• Telecommunications
• 400 - 500 Employee

• Business Process Manager

  • 1996 - Apr 2016

  • Project manager for successful $2M+ implementation of global SAP CRM system for over 200 users• Project manager for $1M+ implementation of SAP Customer Interaction Center with Telephony Integration (Call center)• Project manager for upgrades of CRM from version 4.0 to 5.0, and 5.0 to 6.0• Project manager for Automated Pricing Approval process deployed globally• Manage relationship with software and telecom vendors• Manage off-shore resources• Recruited, hired, and trained development team• Direct a cross-functional team containing members from various teams including: development, configuration, security, operations, platforms, customer service, sales, and reporting• Prepared reports/presentations for senior management as required• Defined standards and practices for application support• Designed business process for both sales and call center• Presented at several CRM conferences• Member of SAP CRM Elite Customer Council that provides product improvement/roadmap advice

• Manager Product Support Systems

  • Jul 2001 - Feb 2006

  Managed programmers in the development of distributed and on-line product configuration tools to enable efficient product selection for customers and internal sales staff. Created award winning sales tools with over 500,000 downloads by customers. Created Product Information Management tools to capture product compatibility and enable custom pricing.• Responsible for all phases of the software development lifecycle model including: requirements, design, coding, testing, distribution, installation and maintenance• On-going evaluation of development tools and processes in order to reduce the cost and increase the quality of the solutions• Routinely worked with customers, product and system engineers, the direct sales force, and marketing• Accompanied sales staff on sales calls• Recruited, hired, and trained development team• Managed internal and external development resources• Supervised support efforts for users globally

• Sales Application Systems Analyst

  • Aug 1996 - Jul 2001

  Developed expert system sales tools to allow customers and sales staff to sell systems versus products. Responsible for full system development lifecycle including coding, installation scripts, and global deployment.• Responsible for all phases of the software development lifecycle model including: requirements, design, coding, testing, distribution, installation and maintenance• Presented software tools at industry trade shows• Worked with product managers, sales staff, field installation managers, and marketing to create value added software tools for customers• Analyzed competitor products to highlight points of differentiation• Worked with internal and external subject matter experts Routinely worked with customers, product and system engineers, the direct sales force, and marketing• Accompanied sales staff on sales calls as a system engineer• Trained new developers• Supported end users globally