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Overview
Leader, systems thinker; demonstrated expert in creating customer-facing business designs; strategist, rainmaker, disciplined process master, Customer Experience & CRM master, educator, banker: trained as a systems’ thinker, comparatist & structuralist; extremely adept diagnostician, business analyst with data warehousing experience, and implementation success including CRM strategy, customer portfolio management and process optimization
Integrated databased Sales, Marketing, Marketing Communications, CRM and Call Enter Expert with deep experience in channel management, systems thinking, systems, integration, telephony, and project management; Accomplished project manager, implementer, Speaker, educator author.
Possess the ability to determine an organization’s customer-facing business model requirements in order to define and deliver relevant value, process and delivery solutions in a timely and cost-effective manner. Highly productive, organized and energetic communicator adept at building relationships across the organization.
| Places I have worked |
jpmchase bank na
5000 + employees
senior closer
Mortgage Industry
#1 Closer by company-scorecard for calendar year 2006. Closed $157MM in equity products in the tri-State area. Responsible for selling, shaping and the final approval process, taking the clients through the closing process on equity loans up to one million. High marks for customer service, accuracy, through-put, turn-time and volume.
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Chrysalis Marketing From October 2001 to January 2005
1-9 employees
Managing Director
Database Industry / CRM and Customer Experience Strategy firm
A marketing services firm focused on mid-market B2B firms, Chrysalis offered Marketing, Sales, CRM and segmentation consulting designed to optimize all aspects of operations as influenced by sales, marketing and Customer Relationship Management. Scope of duties consist of acquiring clients, designing strategic directions, work plans, deliverables, and assembling work team to implement solution sets for a CRM and CSM consulting firm concentrating on building customer-centric business designs for mid-cap B2B and select retail clients.
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e-loyalty From January 2000 to April 2001
1000-4999 employees
Vice President
Database Industry / CRM Focused/ systems integrator
? Global Subject Matter Expert and Practice Leader responsible for Sales, Content Delivery and Q/A, methodology, training and recruiting for a 1,200 person Global management consulting and systems integration firm. Increased annual practice area sales from $3 million to more than $10 million.
? Practice focus:
a. Optimize the customer experience across multiple channels and at every touch point so as to induce true loyalty with the right core customers.
b. Optimize the sales, marketing, channels and customer service coverage using a combination of Targeting, Segmentation and Grading combined with Customer Buying Behavior and Customer Equity Management.
c. Design, Customize and Optimize the sales methodology and supporting reporting systems and metrics used to sell a particular product, service, etc.
? Established working alliances with multiple e-marketing and marketing automation solution providers that enabled growth in intra-company working alliances as well as expansion of e
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pmh caramanning From April 1998 to January 2000
100-999 employees
president
Database Industry / B2b: on demand CRM, communications, certification, training and performance management
? A president of pmh, forged a restructuring which resulted in increased in profits of $2.1 million in 12 months, returning a 30-year-old marketing services firm to sustainable profitability. Established strategic vision and delivered customer relationship management solutions to Fortune 250 organizations. Instituted and embedded processes and metrics intended to bring organization to a more mature point on the organizational life cycle curve.
Built full-service ON-DEMAND marketing, sales and channel support integrated marketing & CRM delivery model, while president of pmh: including customer management center with Web-based customer service, relational marketing database. SFA tool for deployment, as well as partner relationship management component based upon portal with Business Intelligence capability, closed-loop lead and opportunity management, as well as collateral development to support sell-through activities and training.
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Hunter Business Group From August 1994 to April 1998
100-999 employees
Vice President
Database Industry / integrated databased consultancy that started CRM revolution
Member of Leadership team; managed Call Center Operations as well as Market Research functional area while serving as rainmaker, public speaker and published thought leader on CRM, segmentation and integrated, data-based sales and marketing strategy, process and implementation.
Built individual consulting practice and served as a member of the leadership team for this privately-held process and change management consulting boutique which focused on integrated data-based marketing, call center operations, and CRM.
Published monthly newsletter to an audience of 1,000 plus subscribers.
Clients included: Toshiba Laptop, Allen-Bradley, Harris Bank, BellSouth, Dow Chemical, e-Chemical, Dupont, Dow AgroSciences, the American Management Association, National Agrimarketing Association, American Bank Marketing Association, AGCO, Deere and CO. Case/IH, Pioneer Seed, Delta and Pineland Co
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| Education |
Harvard - United States /
none - Building a Balanced ScoreCard/ creating strategy maps 0 - 1999
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Univ of Wisc Milwaukee - United States / WISCONSIN
Masters of Fine arts - business and Comparative Literature 0 - 1977
phi beta kappa, phi kappa phi; teaching fellowship
awarded Danforth Nomination for teaching fellow
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wharton - United States / PENNSYLVANIA
none - managing the global sales forces/ 0 - 1999
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wharton - United States / PENNSYLVANIA
na - Channel Management 0 - 1999
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