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Professional Summary

Ingénieur de formation, j'interviens depuis près de 5 ans sur des projets d'intégration de la solution Salesforce.com. Ma polyvalence technico-fonctionnelle avec une expertise dans la solution Salesforce CPQ (Steelbrick) me permet d'accompagner les projets de mes clients aussi bien dans la conception fonctionnelle que dans la mise en œuvre technique.

Skills
  • Forte expérience comme Solution Architect de la solution Salesforce CPQ.
  • Très bonne communication et relationnelle.
  • Très fortes capacités d'apprentissage et adaptation couplé avec une curiosité avide.
  • Fluidité écrite et orale en 3 langues (Espagnol, Français et Anglais).
Work History
Senior Associate 09/2017 to Current
Cognizant Technology Solutions Paris, Île-de-France
  • Expertise Salesforce CPQ. Project Lead and Solution Architect du périmètre CPQ (Projet PSA Group - Madrid/Paris ). 
  • Solution Architect en charge d'auditer la solution CPQ existante et établir un plan de modification/implémentation pour adapter la solution aux attentes actuelles du Business (Unit 4 - Utrecht)
  • Formation interne et accompagnement des CPQ Consultants.
  • Management: Suivi de carrière d'un groupe de consultants juniors dans la BU. Gestion contractuel et développement de certains Comptes d'un point de vue commercial.
  • SME CPQ dans les réponses aux RFPs impliqués.
Senior Business Analyst 09/2016 to 09/2017
EI-TECHNOLOGIES Paris Area
  • Animation des ateliers : Recueil des besoins, rédaction des spécificités fonctionnelles et estimation de la charge et des ressources.
  • Déploiement de la solution Quote-to-Cash Salesforce CPQ pour Toshiba ( 8 filiales et 500 utilisateurs).
  • Déploiement de la solution CT Mobile pour Soufflet ( 300 utilisateurs).
  • Suivi de l'état d'avancement des tâches, réalisation des tests et signalisation des anomalies.
  • En charge de la rédaction des supports de formation ainsi comme de l'animation des formations des key users et utilisateurs finaux. 
Consultant Technique CRM SALESFORCE 01/2015 to 01/2016
CSC La Defense
  • Animation des ateliers : Recueil des besoins et rédaction des spécificités techniques.
  • Conception avancée (définition modèle de données / paramétrage avancée)+Développements spécifiques (Apex, Visualforce, javaScript).
  • Personnalisation de la solution Community (portail client) de Salesforce.com.
  • Suivi de l'état d'avancement des tâches, réalisation des tests et signalisation des anomalies.
  • En charge de la rédaction des supports de formation.
Consultant 01/2012 to 01/2014
ALTEN - BOUYGUES TELECOM Paris

Projet basé autour de la Business Intelligence (BI):

  • Création, développement et production des Reportings avec KPIs permettant la correcte surveillance des processus de traitement.
  • Stock d'environ 15000 tickets repartis dans autour d'une dizaine d'entités.
  • Pilotage de ces indicateurs et déclenchement des actions pertinentes en cas de problématique sévère.
  • Point de convergence entre les différentes équipes de traitement.
  • Réalisation d'audits de manière périodique sur les processus de traitement existantes pour son amélioration et développement.
Consultant 01/2012 to 01/2012
IMPACT CONSULTING Luxembourg
  • Animation des ateliers : Recueil des besoins, rédaction des spécificités fonctionnelles et chiffrage.
  • Réalisation des études de les infrastructures existantes (Réseau + Télécom) ainsi comme des études de faisabilité.
  • Dessiner plan d'action pour réaliser une migration vers un environnement cible de téléphonie purement VoIP/UCC ( Projet pour 1200 utilisateurs) .
  • Conseil et supervision auprès du client pendant tout le processus.
  • Assurer une veille technologique constant sur les différentes options présentes sur le marché.
Education
Master 2 Ingénierie Supérieure des Systèmes de Télécommunications MSc Mai 2011 University Of Mondragon (MUN) - Mondragon (Spain)
Licence en Ingénierie des Techniques de Télécommunications BSc Avril. 2008 University of Mondragon (MUN) - Mondragon (Spain)
Additional Information

Salesforce CPQ

Community Cloud Consultant

Administrator 201

IBT TOEFL

This resume is created in 7 minutes.
Professional Summary

Results-oriented service and operations professional with more than 20 years of in-depth experience. Expertise includes building effective teams, strategy and product development with a focus on delivering exceptional customer service.

Seeking to utilize Customer Service and Operations Experience, Knowledge and Expertise in a Senior Leadership Role.

Skills

Client Success Management

Operations Management

B2B Sales Management

Call Center Development

Strategic Planning

Product Line Development

Product Management/Development

Staff Training and Development

CRM Systems

Process Improvement specialist

Customer Retention

Affiliate Partnerships

Professional Experience
Director of Operations, 05/2019 to Current
Rollick Outdoor Inc. Austin, United States
  • Boosted team productivity and efficiency by leveraging SalesForce and Process automation abilities
  • Implemented Quality control measures to include call monitoring, coaching and surveys
  • Worked with key stakeholders in Sales, Service and Development to launch new initiatives for our customers
  • Promoted positive customer experience through day-to-day collaboration with team
  • Created Core KPI's for our Dealer and Consumer facing teams to drive accountability and performance
Director Sales Operations and Customer Care, 08/2017 to 04/2019
The Appraisal Lane Austin, TX
  • Assisted in creating a consistent sales process that resulted in an increase of 100% in subscription revenue
  • Created the foundation through systems and process for an improved Dealer Journey to improve overall retention and adoption of the customer base
  • Hired and trained individuals for a new Customer Success department focused on driving adoption of the product
  • Developed and documented standard processes for support across internal and external teams
Vice President of Dealer and Consumer Support, 07/2016 to 08/2017
Truecar Austin, TX
  • Defined and developed specialty roles including on-boarding, impacting retention of our customers in the first 6 months
  • Developed a voice of the customer and provided the customer feedback (both Dealer and Consumer) to the product and operational teams
  • Worked with our key partners to include USAA, Chase, Consumer Reports to improve Member experience and efficiencies and satisfaction
  • Managed the rate increase process to improve overall monetization while maintaining customer retention
Senior Director Dealer Support, 08/2014 to 06/2016
True Car Austin, TX
  • Managed a support organization that helped drive the overall customer experience of our 10,000+ Dealer network
  • Trained and developed employees in the support role building a career path for individuals. Over 50% of the team was promoted in to other roles throughout the organization
  • Developed systems to streamline overall operations of team to include SalesForce, Confluence and others
Director, Enterprise CRM, 03/2012 to 07/2014
ADESA Mesa, AZ
  • Defined strategy for CRM across ADESA and KAR sister companies
  • Created a center of excellence, steering and governance process around CRM
  • Spearheaded the Salesforce migration project, resulting in a combined CRM with over 2000 users
  • Assessed vendor products and maintained positive vendor relations
  • Managed a team of product managers handling multiple process improvement projects
Director of Sales Operations, 03/2007 to 03/2012
Openlane (Purchased by ADESA 4/2012) Mesa, AZ
    • Developed a territory management process increasing productivity of our outside teams.
    • Created Key Performance Metrics for both sales and customer service teams
    • Led process improvement initiatives that provide cost savings to the company
    • Created and managed the Sales support and If Bid teams
    • Worked with the product management team to automate key processes to include case management, sales workflow and measurement.
Director of Sales, 02/1999 to 03/2007
CarsDirect El Segundo, CA
  • Managed and developed 9 sales and finance managers
  • Daily operations of sales floor with over 100 employees
  • Developed and implemented a training program for new hire and ongoing
  • Involved in projects to include implementation of the Siebel CRM system and process improvements.
  • Built relationships with Dealerships across the country to increase our business and provide Customers with an exceptional experience

Other roles performed at CarsDirect: Sales Manager

Sales - Hospitality Industry, 01/1992 to 02/2001
Various West Coast
Education
Bachelor of Science: Hotel Administration University of Nevada, Las Vegas - Las Vegas, Nevada
Systems and Certifications

Salesforce Admin                                   Salesforce AppExchange products

Gainsight Admin                                     MS Office

Six Sigma Certification                           Confluence, JIRA, Slack

This resume is created in 7 minutes.
Executive Profile
Accomplished IT Professional with extensive experience in developing and leading software engineering teams at all levels. A proven leader in the design, delivery and operational support of business critical,high availability global applications and middle ware in a variety of technical disciplines. A trusted technologies partner with excellent communication skills providing subject matter expertise to both business and technology teams alike. A respected people leader, coach and mentor of both collocated and globally dispersed software engineering teams. Skilled in the following areas:
Skill Highlights
  • Project & Program Management
  • Strategic Planning           
  • Leadership / Communication skills   
  • IT Transformation
  • Complex Systems Analysis        
  • Software Development
  • Agile Development 
  • Staff Development and Motivation     
  • Vendor and Contract Management     
  • Employee Relations           
  • CLOUD Development        
  • Systems Integration
Professional Experience
Manager - eSales, Enrollment and CRM Development, 09/2014 to Current
Blue Cross Blue Shield of Arizona Phoenix, AZ
  • Managed the development team that created the web and mobile user interfaces for eSales platform and  CRM platform.
  • Provided architectural leadership and oversight for a portfolio applications delivering customer self-servicing web applications and middle ware across the organization.
  • Introduced new technologies into the development environment including Angular, Node.js, RESTful, automated testing and third party SAML integrations.
  • Implemented application design best practices and delivery strategies to lower the initial and ongoing support cost of new capabilities for applications.
  • Company subject matter expert on Service Oriented Architecture.
  • Provided technical leadership and guidance to complex project implementations that involved cloud based applications and external vendors.
  • Collaborated with the sales, marketing and support teams to launch products on time and within budget.
  • Close monitoring and re-forecasting on department budgets.
  • Directed developers in the planning of work deliverable's in an AGILE environment.
  • Led bi-weekly Scrum planning meetings to develop team strategies and define project goals.
  • Led communication with stakeholders regarding product goals and progress made.
  • Conducted performance reviews and sets development goals for direct reports.
  • Managed multiple vendor partnerships and off-shore managed services with vendors.
  • Active Member on the Architecture Strategy Council and Architecture Leadership Council.
BizTalk Technical Lead, 06/2013 to 09/2014
Blue Cross Blue Shield of Arizona Phoenix, AZ
  • Participated in multiple projects across all phases of development and delivery.
  • Developed BizTalk Applications for EDI 834,837,835,278,270 and 276 transactions.
  • Implement and maintain software development best practices concentrated on BizTalk and Web Services.
  • Championed the use of Services Bus Architecture for enterprise applications using MS BizTalk platform.
  • Trained team members on development processes and best practices.
  • Coordinate with business to gather requirements and manage project expectations.
  • Work with Project Managers and Department Managers to set and adjust project milestones.
BizTalk Developer Consultant, 02/2012 to 06/2013
Marshfield Clinic Marshfield, WI
  • Plan, design and implement Enterprise Service Bus architecture using Microsoft BizTalk platform.
  • Acted as subject matter expert for software integration and BizTalk platform.
  • Participated in critical, time sensitive IT projects to deliver software solutions within the established time frame.
  • Trained and mentored junior developers in BizTalk platform and developed best practices.
  • Worked with multiple IT teams to coordinate and implement software solutions.
  • Worked closely with Enterprise Architecture team to establish integration best practices.
  • Extended the service life of legacy applications with minimal increased overhead and impacts to users.
Senior BizTalk Developer, 01/2011 to 02/2012
Emerging Health Information Technology Yonkers, NY
  • Analyze current processes for 837,835 transaction types.
  • Design the new Biztalk solution which will handle HIPAA 837,835 transactions.
  • Advice IT personal on new software/hardware requirements for high available Microsoft BizTalk system.
  • Configured development and production Microsoft BizTalk environments.
  • Designed and developed complex Biztalk Schemas, Orchestrations and Maps to handle 837, 835 HIPAA transactions.
  • Implemented HIPAA 999's for 837 transactions.
  • Collaborated with QA team to carry out bug fixes for developed 837,835 applications.
  • Created custom SSRS reports using SQL server 2008 and 2000.
  • Documentation was done to provide detail information in the application design, development and deployment phases.
Senior BizTalk Developer, 01/2010 to 12/2010
Johnson and Johnson New Brunswick, NJ
  • BizTalk 2009 installation, configuration, high availability clustering.
  • Developed the BizTalk Orchestration for Database Polling using Oracle DB WCF adapter and ODP.Net adapter.  
  • Installed BizTalk 2009 into multi-box server farms for DEV, UAT, PROD and DR environments.        
  • Assisted IT department with architecture, development and deployment of BizTalk and .NET C# applications.
  • Responsible for defining the business rules using Business Rule Engine.       
  • Responsible for developing a custom pipeline component which encodes the data coming from the vendor into proper XML format.
  • Experienced in using .NET C# to develop custom assemblies, functoids, pipelines, pipeline components, and adapters
Senior BizTalk Developer - Consultant, 01/2008 to 12/2009
Glomark International LLC Edison, NJ
  • Developed BAM API'S for 270,271 and 837D HIPAA Transactions.
  • Integrated with EDIFACTS for Advanced HIPAA Transaction validation.
  • Integrated with BCBSLA Partners for 270, 271, 837D Transaction processing.     
  • Utilized BizTalk Server 2006 R2 Accelerator for HIPAA for claims processing.         
  • Designed and Developed Custom Pipeline components to enrich inbound EDI Documents with Header information.       
  • Designed and developed logging framework for tracking exception data using business rules engine.
  • Involved in clustering BizTalk 2006 R2, Sql Server 2005 and IBM MQ Series on Windows server 2003.
  • Used XML Digital Signature and XML Encryption for Inbound and Outbound Transactions.     
  • Developed Unit test cases for testing .net components using NUnit Framework.       
  • Developed BAM Components which allow for the querying of message processing.      
  • Developed Vocabularies and polices for business rules using Business Rule Composer Tool.    
  • Developed SSIS Package with Flat File and OLEDB connection Mangers.    
  • Worked on Administrative tasks of BizTalk Applications.
Software Engineer, 09/2005 to 01/2008
IFS R&D International (Pvt) Ltd Colombo, Sri Lanka
  • Design, implement and maintain various components of the IFS Applications software suite.
  • Developed software modules using object-oriented software programming methods using C# programming language. 
  • Created UML diagrams, Use Case diagrams and activity diagrams for application developed. 
  • Developed user interfaces using HTML, CSS and Java Script.
  • Implemented unit and integration tests for software modules developed. 
  • Created SQL queries to retrieve and manipulate data for software applications and to create custom SQL reports. 
  • Managed SQL server databases for availability and monitored performance. 
Education
Master of Science: Technology Management, 2009
University of Bridgeport - Bridgeport, CT
Bachelor of Science: Information Systems, 2005
Manchester Metropolitan University -
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Professional Summary
Seasoned Information Technology Professional with over 17 years of experience in Application Development and Technical Services, in a variety of escalating positions for Boeing. Extensive experience in automation, infrastructure management and team development. Continually exceeds expectations by demonstrating unsurpassed work ethic, positive influence and the ability to move projects forward. Works well with people at all levels of the organization, including stakeholders, customers, and vendors.
Skills
  • E-Commerce & Web Development
  • Information Security
  • System Infrastructure
  • DevOps & Cloud Computing
  • Enterprise Software
  • Development & Testing
  • Web Services & Analytics Platform
  • Analysis & Implementations
  • Architecture & Design
  • Team Development
Technical Skills
.Net | Java | Web Services | Middleware | User experience (UX) design | SOA | Database Modeling | SQL | XML |MVC | ESB | UML | Object-Oriented Analysis | Design and Programming (OOADP) | Jenkins | MySQL | Oracle | Agile and Waterfall project methodologies | Lotus Notes Development | Cloud Implementations | Cisco (Networking and Security) | VMWare | Hitachi | StorageAngular | Python | Oracle | Oracle E-Business Suite
Work History
Manager, Application Development and Technical Services 01/2016 to Current
The Boeing Company, Boeing Global Services, Inventory Locator Service Memphis, TN
  • Defining the business needs and composing a portfolio to serve as a base for decisions on projects throughout the year, which includes investment allocation, demand forecasting, and large initiatives capability planning.
  • Supporting technical development of the application systems implementation, maintenance, and support solutions across the enterprise to both internal and external customers, as well as directing disaster recovery procedures.
  • Managing products by first doing research and planning, designing with the development team, and then implementing and releasing it to customers.
  • Conducting capacity planning for the enterprise infrastructure, including network design, storage, and virtualization technologies, while continuously improving the development and infrastructure collaboration, providing a fully automated release pipeline.
  • Defining, proposing, and undertaking projects to accomplish the desired business outcomes, breaking down and driving work in accordance with the software engineering process by developing strategies, policies, service delivery objectives, best practices, etc.
  • Hiring, developing, and leading 3 talented and productive DevOps teams, while monitoring teams to ensure they improves performance, and conducting performance appraisals.
  • Developing and improving software in cadence with product direction and related project needs, ensuring the software engineering process is effective, efficient, measurable, and aligns with other teams processes.
  • Providing 3rd level product support plus job scheduling, keeping customer support health within targets, as well as partnering with third-party vendors and internal IT service providers to deliver operational and new product needs.
  • Identifying emerging technologies, technological developments, and market trends to be integrated into the business, as well as providing technical support for the regional sales team, business partners, and the customer base, organizing trainings when necessary.
  • Visiting and engaging potential and existing customers together in conjunction with the regional sales and marketing teams to determine current and future needs, as well as liaising with the research group for technical support, new product development, etc.
Manager, Application Development 08/2010 to 12/2015
The Boeing Company, Boeing Global Services, Inventory Locator Service Memphis, TN
  • Worked with stakeholders and functional areas to develop business and technical requirements, while developing guidelines for capturing business requirements by architecting game changing solutions.
  • Analyzed the existing software systems through a deep dive and found out defects or incapability within them, then aided the engineering teams make the right technical decisions for the product and the business.
  • Planned growth initiatives for automation and intelligence products that included market intelligence, web services, as well as other ancillary products in line with corporate strategy.
  • Led the market intelligence and API programs, handling budget creation, resource augmentation, relationship building with 12 vendors, 2 external teams, and resource allocation.
  • Assembled, managed, and led a multi-discipline agile team of 10 software engineers to deliver then deploy the product, ensuring project completion by identifying and resolving any gaps in skills, processes, resources, etc.
  • Assigned development responsibilities that were aligned to strategic plans, while ensuring project completion by monitoring progress and applying project management methodologies that kept in accordance with programming and architectural standards.
  • Handled troubleshooting of hardware and software failures, and determined the causes for system failure, then implemented solutions.
  • Prepared regular reports for the director of application development, showing functioning of the system, status of program development, and division needs.
Data Architect - Financials and CRM 12/2008 to 08/2010
The Boeing Company, Boeing Global Services, Inventory Locator Service Memphis, TN
  • Translated functional requirements into technical requirements and design to implement order to cash, as well as conducting maintenance, while working with both the technical and product management teams in the US and internationally.
  • Analyzed SQL Queries and data structures that supported migrations or integrations to CRM, interpreting the data to support data modeling, reporting, and analytics, while identifying risks.
  • Developed, tested, deployed, and debugged the extract, transform and load packages, as well as conducted ETL performance tuning.
  • Drove strategically important payment initiatives at ILS, and documented processes and procedures, as well as facilitated training on integration techniques and methods.
  • Collaborated with business analysts and other team members to determine the best design approach regarding data modeling, migrations, and integrations, while managing new product, critical payment expansion, operational projects, etc.
  • Worked to evaluate, integrate, and continually enhance operational performance with the payments partners, ensuring master data management best practices.
  • Utilized Matrix to manage the 20 member cross-functional team that included members from hardware, software, accounting, quality assurance, technical support, training, business analyst, and customer support, as well as assigned team responsibilities, overseeing tasks and efficiency.
  • Developed and executed information management strategies in line with the business imperatives, focusing specifically on AR and GL modules, which involved supporting and developing the ERP infrastructure.
Previous Work History
  • Senior Software Engineer - Platform and Web Services - 2006 to 2008
  • Software Engineer - Platform and Web Services - 2003 to 2006
  • Software Engineer - Supply Chain Management - I2 Technologies, Dallas, TX - 2001 to 2002
Education
Executive Leadership Continuous Learning: Vanderbilt University - Nashville, TN
Masters in Business Management: 2008 Christian Brothers University - Memphis, TN
Master of Science: Computer Science Texas A & M University - Commerce, TX
Bachelor of Science: Computer Science Smt Indira Gandhi College of Engineering - Mumbai University
Awards / Honors
  • Certified Scrum Master - 2016
  • Project Management Professional, PMP - 2009
  • ILS Employee of the Year - 2007