After years of working with CRM and its "360 degrees view of the customer" mantra, I came to realize how little an enterprise actually knows about its customers. The rise of the Social Customer affords an opportunity to learn what customers actually experience and what is important to them. I became intrigued with an idea for use of technology for automated extraction of this knowledge from unstructured data, such as VOC survey comments, on-line customer reviews, and other forms of unsolicited customer feedback.• Formulate new business processes, refine existing ones and drive recommendations through to implementation• Build revenue projections and sensitivity models to size opportunities and test assumptions• Lead product management and product design to define revenue feature requirements and improve end-to-end processes for deploying, selling and supporting products across multiple channels• Conduct in-depth analyses on product economics, user growth and engagement metrics to improve decision-making

Management of CRM Project implementation at major financial institution.

Responsible for managing professionals in US, Canada, and Eastern Europe to provide enterprise infrastructure and business processes support. Responsible for managing portfolio of business processes, and functional architecture of software applications which support these processes. Responsible for optimization, automation, and adoption management of internal business processes, including Sales Force Automation on Open Source platform, Project Management & Accounting on ServicePort platform, Financial processes on Oracle Financial platform, Human Resources Management & Internal Help Desk on Lotus Notes platform.Responsible for strategy and planning for offshore & outsourcing projects for internal utilization

· Developed and promoted Best Practices for Pipeline Management across the regions which improved accuracy of sales forecast by 17.2% first year; · Chaired committee of the Business Process Owners in definition, development, and implementation of Universal Customer Master project, and corresponding Data Quality projects;· Developed and piloted Team Selling models utilizing Siebel platform, defined Sales Coverage model for 3rd tier Accounts, defined consistent Account Management model, and other field operations models supporting corporate strategies. The adoption of the Team Selling model produced annual increase of 12.6% in an average contract value;· Formalized business processes for execution of these models, and piloted them with regional teams. Partnered with IT organization to automate successfully piloted processes using Siebel or Web platforms, train sales and other WFO personnel, and manage adoption to assure realization of ROI.

Professional Services company specializing in deployment of Call Center solutions for financial services and Telecommunications companies internationally. Reported to Managing Partner. Built professional consulting team for implementation and integration of Call Center solutions with Front (CRM) and Back Office systems. Developed and managed relationships with clients and strategic partners (Genesys Telecommunications, Clarify & Siebel). P&L management responsibilities.� Managed multiple deployment projects.� Managed internal deployment of financial control system.� Implemented internal Contact Management system.

Directed analysis and formal definition of business processes to facilitate scalability of this fast growing (300% per year) company. Responsible for planning and execution of the MIS infrastructure development.