David has 8 years of Management Consulting experience in the delivery of innovative Strategic and IT solutions, to clients in both the private and public sectors.  David has led teams in the development of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) initiatives at both the enterprise and business unit levels, and developed holistic business and technology solutions that met and exceeded service and performance objectives.  Prior to Management Consulting, David worked in the Financial Services and Insurance industries for 12 years, in Managed Care Marketing, Mutual Fund / Real Estate Investment Portfolio Reporting, Call Center Reengineering Operations, Financial Systems and Corporate Communications.

 

 

AREAS OF EXPERTISE

 

 

               Industries

               Functional

 

 

Financial Services / Healthcare / Insurance

Business Process Improvement

Consumer Products / Pharmaceuticals

Performance Management

Manufacturing

Management Reporting

Public Sector

Program, Change and Transition Management

 

               Technical

              Project Experience

 

 

Strategic IT Planning

Requirements Management

Business Process Analysis and Redesign

Full Life Cycle Development

Systems Analysis / Test Management

CRM and ERP Strategy / IT Systems Implementation

Siebel / Salesforce.com / SAP / Microsoft Dynamics

Financial Modeling and Reporting

 

 

EDUCATION

 

 

DUKE UNIVERSITY, FUQUA SCHOOL OF BUSINESS, Durham, North Carolina

MBA, May 2000.  Concentration in General Management, Marketing and eCommerce.

 

University of Connecticut, Storrs, Connecticut

BA in Economics / Minor Concentration in Communication Sciences, May 1995.

 

 

CERTIFICATIONS / TRAINING

 

 

SALESFORCE.COM (SFDC), San Francisco, California

Salesforce.com Certified Administrator

·   Partner Administrator Workshop training, August 2008.  Comprehensive on-site training in Organization Administration, Customization, Security & Access, Workflow, Data Migration & Management, Analytics, Marketing Administration, Products, Price Books, Assets, Customizable Forecasting, Service & Support and Force.com AppExchange.

 

Defense Industrial Security Clearance Office (DISCO), Washington, DC

Current Security Clearance

·   Granted February 2008.

 

UNITED STATES PATENT AND TRADEMARK OFFICE (USPTO), Washington, DC

Principal Register

·   USPTO Reg. No. 3,372,648, January 2008 – International Class 035; Arranging and Conducting Marketing Promotional Events for Others.

 

SIEBEL UNIVERSITY, SIEBEL SYSTEMS, Boston, Massachusetts

Siebel 7 Certified Consultant

·   Siebel 7.7 - Migration training, September 2005.

·   Siebel 7 - Completed Core Consultant Certification training, December 2001.  Additional training in Siebel Analytics, eHealthcare and ePharma.

·   Siebel 2000 - Completed Requirements Mapping / Business Analyst training, December 2000.

 

EXPERIENCE

 

 

ABBOTT NUTRITION, Columbus, Ohio                                                                                                     June 2008 – August 2008

Independent Consultant (Contractor)

·   Customer Relationship Management (CRM) Subject Matter Expert

·   Developed comprehensive Account Management / CRM assessment, functional and technical recommendations for National Sales, Marketing and Brand Management organizations.

·   Delivered CRM Requirements definition, identified software application options (package and custom solutions), performed fit-GAP analysis, hardware and integration analysis, and proposed IT architecture and integration points.

·   Developed cost estimates and designed roadmap for phased implementation.

 

 

DEPARTEMENT OF DEFENSE, U. S. AIR FORCE (USAF), Washington, DC                       December 2007 – February 2008

Independent Consultant (Contractor) – USAF Office of Warfighting Integration and Chief Information Officer

·   CRM Subject Matter Expert.

·   Interfaced with USAF’s Senior Military and Civilian Leadership, and project Stakeholders to determine how to leverage CRM best practices within the organization.  Reviewed current processes and technology, developed an overarching and detailed implementation approach that met, and will exceed, growth requirements and performance initiatives.

·   Developed strategy and planning initiatives, mapped processes, services and products across the organization, outlined roles and responsibilities, developed Business Case, Methodology, Functional Requirements Document, and a Work Breakdown Structure (WBS), including a phased implementation plan.

·   Documented business requirements that can be easily translated into technical requirements.  Evaluated prospective vendors, and developed recommendations on leveraging IT solutions in other areas of the organization.

 

 

WASHINGTON CONSULTING, INC, Vienna, Virginia                                                      March 2006 – December 2007

Senior Manager – Package Solutions, CRM / ERP

·   Investigated and compared large-scale package solutions (Siebel, Salesforce.com, SAP CRM, Microsoft Dynamics CRM) for clients in functional areas of Account/Contact Management, Financial Management, Sales, Marketing, Order Management, Event Management, Survey Execution and Reporting.  Examined and outlined functionality, determined configuration levels of effort and integration requirements based on client initiatives.  Recommended processes and tools for implementing and managing solutions.

·   Program Director on a $15MM Contracts Re-engineering initiative for one of the world’s largest Financial Services companies.  Developed project strategy, scope, roles/responsibilities, Change Management and communications plan.  Managed 5 Project Managers and work streams in the design, deployment, and operation of all project management infrastructure activities that supported the multi-year initiative.

·   Drove concept, design, configuration and implementation of an internal Information Technology (IT) solution for Human Resources (HR) that enhanced and integrated HR Candidate/Requisition and Opportunity/Engagement management capabilities.

·   Performed strategic assessment on the 200 largest commercial firms in the Washington DC area, to realign internal market segmentation and establish target prospecting strategies for the future, based on internal goals and objectives.

·   Developed and refined Customer Relationship Management (CRM) methodologies to enhance the solution portfolio that the firm brings to the market.

·   Developed strong relationships at the highest levels of clients' organizations.  Heavily involved in the marketing/sales process and developed additional business opportunities and positioned the company to obtain referred business.

·   Executed full-lifecycle project management, encompassing all project phases from feasibility to implementation, and balance quality, budget, deadlines and client expectations.

·   Contributed significantly to the success of the firm by participating in recruiting programs, building relationships within community/professional/business organizations.

 

UNISYS CORPORATION, Reston, Virginia                                                                                     February 2003 – February 2005

Manager – CRM Solutions Consulting

·   Transition Manager for SAP implementation – FI, CO, AM.  Conducted stakeholder interviews, workshops, and developed Change Management communications for Procurement, Financial and Project Management areas.  Guided business leaders and power-users through process redesign, phased implementation, and technical training. 

·   Provided functional and technical leadership on redesign and implementation of $10MM CRM customer care information system, for a worldwide distribution, correspondence, advertising and consumer product delivery organization.

·   Drove thought leadership on pilot business blueprinting / BPR team to develop industry-specific ERP, CRM and operations process models for reuse and implementation efficiencies.

·   Assisted in the merger of two disparate CRM / IT systems, to develop an Account and Contact Management application that leveraged best practices and enhanced operations efficiencies.

·   Proposal lead on engagement for Asia-Pac electricity company that generated over $300K in new business.

 

 

ELECTRONIC DATA SYSTEMS CORPORATION (EDS), Plano, Texas                 November 2002 – February 2003

Independent Consultant (Contractor)

·   Provided strategic functional and technical guidance to EDS / client management and staff for Siebel Sales 7.5 global implementation.

·   Conducted as-is business process analysis and designed to-be operations models for major sales and service divisions within the client’s organization.

·   Implemented enterprise-wide process changes that resulted in a reduction in operating expenditures, and drove top line revenue growth through an immediate increase in customer satisfaction.

·   Tested / validated software functionality to business requirements and published comprehensive documentation on sales, telemarketing, forecasting and campaign management processes.

 

 

MACROCON, LLC (MC), Arlington, Virginia                                                                       January 2002 – October 2002

Principal Consultant – CRM / ERP

·   Responsible for customer relationship management, business development, functional and technical project management.

·   Led requirements analysis, gap analysis, strategy and design of full-lifecycle Siebel 7 software implementation, and a team of six consultants.  Focus of the consultation was to develop an enterprise-wide Order Entry, Marketing, Inventory and Contact Management application.

·   Hands-on development and configuration of business components, applications, screens, views, applets and template files using Siebel Tools.  Managed installation, database extension, workflow automation, EIM - data mapping / migration, and EAI -integration with back-office technologies.

·   Modules configured and installed:  Siebel Call Center, Siebel Marketing and Siebel eCustomer.

·   Pilot marketing and sales program development, lead generation and conduct software demonstrations.

·   Completed extensive training on Microsoft Great Plains Small Business Manager, Dynamics and eEnterprise.

 

 

HONEYWELL INTERNATIONAL, INC., Morristown, New Jersey                                                           June 2000 – June 2001

Manager - Corporate Strategic Marketing / CRM

·   Development of Customer Relationship Management (CRM) and change management initiatives –Analysis, strategy, consolidation of data/knowledge from front office functions (Sales, Marketing and Customer Service).  Creator and Editor of Honeywell CRM News.

·   Designed and deployed financial reporting model for $30MM CRM Annual Operating Plan (AOP) which was focused on functional and technical process improvement objectives.

·   Spearheaded business analysis, management and marketing of multiple, concurrent Siebel 2000 full-lifecycle software implementations across major business units.  The project will reduce annual operating expenditures by 20%, drive top line revenue growth and enhance customer satisfaction.

·   Led two cross-functional teams that consisted of marketing managers and IT professionals.

·   Project Lead for Six-Sigma Green Belt business plan and team certification regarding the creation of an internal consulting team.

·   Awarded two performance bonuses in first six months of employment.

PROFESSIONAL RESOURCE SERVICES (PRS), Alexandria, Virginia                                                   Summer 1999

Graduate Intern – Online Product Development

·   Developed and launched an online business for college recruiting and placement, that was projected to generate over $1MM in annual revenue (a 20% increase over 1998) for a start-up company.

·   Created and published the business plan - conducted customer, competitor and market analyses, developed product strategy and positioning initiatives, designed process analysis, recommended and presented financial requirements based on $800M budget.  Led the development of marketing / advertising strategies from design phase to implementation.

·   Managed two employees and participated in the hiring of four additional employees to run the business.

 

 

Insurance Overload Systems (IOS), Hartford, Connecticut                                                  March 1997 – March 1998 

Consultant to CIGNA – (September ’97 to March ’98)

·   Developed and implemented process / project plan for Alternative Dispute Resolution (ADR) system.

·   Audited and assessed CIGNA decisions regarding individual awards to plaintiffs in class action suit.

·   Examined misrepresentation claims and made financial damage awards based on investment vehicle purchased by policyholders.  Analysis included time value of money and other financial factors.

 

Consultant to Aetna U.S. Healthcare (AUSHC) – (March ’97 to September ’97)

 

·   Developed enterprise ERP financial model by integrating Aetna U.S. Healthcare (AUSHC) reporting processes.

·   Designed and deployed a mass-customized cashflow reporting model which was implemented as the company standard for future financial reporting.

·   Monitored financial performance, analyzed fluctuations, performed cashflow reporting, latest estimate (LE) projections, and dividend calculations.  Analyzed financials of 50+ HMOs and determined capital requirements.

 

 

Aetna Inc., Aetna U.S. Healthcare, Hartford, Connecticut                                                          May 1995 – March 1997

Sales Consultant – Managed Care Marketing

·   Managed overall sales support process for all Managed Care and Indemnity products.

·   Marketed and sold national account products that generated $5.6MM in annual premium.

·   Qualified incoming Requests for Proposals (RFPs) for strategic and capabilities match.  Performed risk evaluation on all prospects to assure profitability. Recommended plan designs and financial alternatives, consistent with company policy and customer needs.

·   Developed pricing and negotiated terms of deals with management, customers, brokers and sales representatives.

 

 

Aetna Life and Casualty, Hartford, Connecticut                                                                      May 1985 – December 1993

Various Hourly Positions

·   Completed project rotations in the following areas: Mutual Funds / Banking Call Center (ACD) Re-engineering Operations, Aetna Investment Group, Aetna Realty Investors, Financial Systems, Benefits Planning Services, Annuity and Pension Marketing, Corporate Communications.