Experience

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  GEM Consulting

  • Greater New York City Area

  • Senior Consultant Project Lead

    • Aug 2010 - May 2018
    • Greater New York City Area

    Deliver comprehensive business solutions that align strategy, business process, and change management with Customer Relationship Management (CRM) initiatives, data management, and integrated infrastructure for enhanced business value.Approach: strategic Implementation: Deploy solutions enterprise-wide, integrating centralized knowledge systems and data infrastructure from multiple sources. Utilize applied analytics to forge customer intelligence and refine decision-making processes. Industry Expertise & Technology Synergy: Combine deep industry knowledge with advanced technology expertise to provide tangible business benefits.Rapid CRM Delivery: Rapidly assess business needs to deliver CRM solutions that incorporate top-tier strategy, process management, and change management, powered by robust technology from leading providers. competitive advantage: Achieve impactful benefits across business lines, leveraging solutions that address key customer management challenges such as segmentation, retention, sales, and marketing. Analytical Recommendations: Offer analytical driven recommendations tied to business strategies, ensuring insights and optimized results among profitable customer segments.End-to-End Customer Experience: Develop strategic recommendations for processes to enable a comprehensive CE fostering interdependence between consumers, the company, and the value chain. Apply industry best practices across portfolios and segments to create cohesive and integrated solutions. Business Transformation Roadmap: Prioritize requirements and develop a transformation roadmap, detailing strategy by customer, organization, process, technology, and people.

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  Capgemini

  • Greater New York City Area

  • Lead Consultant, Business Information Management Services

    • Aug 2009 - May 2010
    • Greater New York City Area

    Practice focus on client capabilities for business information management. Assisted financial services' clients as an experienced Business Information Management professional. Specialize in enhancing client capabilities within the financial services sector. My expertise lies in empowering clients to effectively utilize information to drive innovation and performance improvements, focusing on customer data, product insights, key metrics, and process optimization.I am adept at creating strategic frameworks that recognize information as a crucial corporate asset, integrating across platforms, data analytics, tools, and technologies. My approach is collaborative, working across various business lines, functions, and roles to ensure seamless data governance and quality, thorough assessments, and robust information management with a particular focus on Master Data Management (MDM).I am committed to bridging the gap between business needs and information management, ensuring that data is not only well-governed but also leveraged to its full potential to support business objectives and drive growth.

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  MF Global

  • Vice President

    • May 2008 - Dec 2008

    Executed a global PMO project framework – from distinct regional programs. Built standardized project practices for planning, tools, templates, performance metrics, reporting and dashboards. Reduced program costs and project risk by 20%. Structured governance, issue resolution, decision-making: developed framework for program delivery defining responsibilities, processes, procedures and collaboration for 15% cost control and 10% performance improvement. Leveraged existing tools, data quality procedures and reports.Planned and built artifact information repository using SharePoint tool to unify historical project data, communications and transfer knowledge. Improved project collaboration, decision-making and streamline processes across globe.

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  Marsh, Inc.

  • New York, NY

  • Vice President - CRM, Global Management Reporting

    • May 2007 - 2007
    • New York, NY

    Increased profitability and productivity benefits by $45MM annual revenue. Created governance process, policies and procedures for enterprise PMO and project team structure. Utilized existing technology assets to unify knowledge base.Role in 20 enterprise initiatives: Produced standardized global dashboards, financial reporting, metrics, data quality and decision support across business lines. Mapped client hierarchy to D&B data – integrated relationship with platform align to products | services and financials. Improved process efficiencies and sales productivity. Business Information & Knowledge Management: Created strategy, plan to execution for enterprise Knowledge Center with SharePoint portal and EMC Documentum. Led dialogue for stakeholder engagement and automated research tool for user feedback. Gained high adoption, deepened client relationships and improved productivity 25%.Executed business–IT governance: formalized decision-making process, structured program roles, responsibilities, standards, measurements and skills. Linked to strategy, resource investments, value creation and risk mitigation.

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  Citigroup

  • New York, NY

  • Senior Vice President

    • Jun 2000 - Sep 2006
    • New York, NY

    Sales and Service Platform: Lead pilot at 10 retail branches. Test drivers on business impact: customer contact-activity, campaign management, reporting for 14% sales growth & ROI=378%. Development of UI to workflows on Siebel platform, product development and training. Won executive buy-in for $100MM investment for business process improvement. Process Improvement: Executed unified customer view—accounts, products | services, financials and data analytics across retail banking – from kluged processes. Produced requirements, front end to workflows. Applied intelligence for effective customer interaction and advice focused on goals . Optimized marketing, sales and servicing met stakeholder expectations and ensured productivity improvement of 50% and profit gains > 30%.Strategic Roadmap: Development of a key business transformation roadmap and requirements for enterprise customer management – from business silos. Effectively delivered: actionable insights and sustained executive sponsorship. Drove ROI = 1,199%.Enterprise data infrastructure: Management of integration of global business lines across processes, products, financials, metrics and reporting. Achieve: accountability within business-IT collaboration, stakeholder support and vendor management. Executed analytics and online personalization engine: Design to delivery of strategy, business case, UI portal, and customer intelligence across technologies – SAS, Oracle and Epiphany platforms. Deployed enterprisewide analytics platform. Enabled product innovation, email campaign management, personalized next-best-action recommendations, targeted promotions and offer system. Result: ROI of 800%; 18% revenue growth, 14% retention reduction.Segmentation: mass affluent, retail and private banking by behavior and profitability – targeted pricing to product design on marketing, sales, service, and campaign management. Built strong executive sponsorship. Result: 35% revenue growth.

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  McGraw-Hill Companies

  • New York, NY

  • Managing Director – Customer Information Management Services

    • Sep 1996 - May 2000
    • New York, NY

    Deployed enterprise customer intelligence and analytics infrastructure across 25 publications and professional books for effective customer management. Aligned IT and business with iterative development that centralized data –within numerous electronic and manual systems. Result: ROI > 400% on sales, lower costs. Staff of 5; budget $5 million.Project Leadership: Won executive support for strategy, business case and priorities. Structured data governance. Managed program with team–stakeholder collaboration. Deliver: high-performance, relational infrastructure across organizational processes enabling business analytics services. Migration ASP hosting. Negotiated contracts. Data Assessment, Design and Model Validation. Facilitated needs assessment of enterprise information across systems to effectively use and manage information. Deliver: data model and strategy; technology evaluation.Implement Knowledge Tools: Applied SAS analytics, BI reporting and campaign management tools for fact-based decisions and insights. Result: transitioned company from silo'ed product offerings to customer-focused, business strategy. Revenue growth: acquisitions, retention, ad sales, research, targeting, segmentation, product development. Marketing Management: Built integrated information workplace for users. Enabled enterprise strategy, reporting, marketing offers, ad sales, selective binding and list rental. Created materials and trained on campaign/analytics tools. Data Privacy: Built guidelines for privacy, regulatory, compliance policies and rules. Gave keynote speech to firm. Built security encryption controls for sensitive | personal data applied at integration to customer hub applications.

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  MasterCard International

  • Purchase, ny

  • Senior Director, Program Leader - Electronic Product Development

    • May 1990 - Jul 1996
    • Purchase, ny

    Produced strategy, direction and successfully launched electronic system integrated to authorization network. Service allows merchants to verify a card holder's identity on orders, route alerts and handle decisions – to detect fraud. First year's adoption captured 83% of transactions; decreased fraud losses and operational expense by $280 million.Project Leadership: Aligned goals to execution: planning, resources, managed communications and led business–IT collaboration with continual change management, cross-team collaboration and stakeholder engagement across member banks, processors and merchants. Negotiated contracts and partnerships. Results: delivered 100% compliance on tracked performance by 28,000 issuers. Managed staff of 15. Product delivered ahead of schedule and budget; reduced risk to merchants who conduct business on the Internet, mail and telephone orders. Successfully managed MC members and operational change with systematic process and dedicated staff. As liaison, built collaboration across business and IT with active stakeholder engagement across internal teams, banks and processors. Gathered expert knowledge of merchant insights on proprietary processes developed to detect, investigate alerts and report suspicious activity. Shared detailed feedback on best practices which fostered strong and active coalitions. Integrated feedback to improving product design.Initiated and designed scoring system linked to data sources via electronic network that proactively monitors transactions. Negotiated contracts | partnerships. Results: reduced fraud 38% | operational expense 58%.Presented with management's distinguished performance exceeding expectations and 4 industry awards for innovation, quality and member satisfaction. Achieved high adoption rates with merchants with active promotions and communications that built strong brand affinity.

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  CITICORP – U.S. Cards

  • New York, NY

  • Senior Manager, Statistical Analyst

    • May 1985 - May 1989
    • New York, NY

    Executed the first-of-its-kind Fraud Early Warning system to detect unusual patterns of activity on Card accounts – with behavior profiling, rules and real-time scoring models. Innovated monitoring system which became an industry standard. Deployed at low cost: real-time scoring system, call center solution, reporting capabilities and training. Developed credit risk models, modeling platform and decision engine for $6MM annual profitability gain. Executed strategic analytics methodology enabling detection, prevention and investigation efforts for Cards' business.Innovated design to execution of unique cluster code segmentation and online reporting system for telemarketing sales of dining membership. Optimized targeted contact list and call time productivity – tripled response to 22%. Card acquisitions sales uplift utilizing predictive analytics and propensity models. Response increased by 35%.Enabled customer analytics and tools to integrate and analyze customer data from multiple sources that increased sales, acquisition, retention and improve targeting efforts. Defined customer segments by demographics, product preferences tracking segments and performance over time. Designed for quick response and measurement.Built artificial intelligence (AI) software to cleanse, identify and transform merchant data descriptors. Provided systematic tracking of merchant fraud and within particular locales. Annual financial impact of $17 million.