fritzwolf

Fritz Wolf     Sr. CRM Project Manager

Profile
▪    16 years of Project/Program/Practice Management Sales Support and Consulting.
▪    Delivers measurable business benefits through strong project governance.
▪    Process Re-engineering and Organizational Change Management consultant.
▪    Customer Relationship Management (CRM) Enterprise Resource Management (ERP) expert.
▪    Track record of success leading simultaneous projects across multiple industries.
▪    Strong communications skills-presenting to C-Level executives of companies during sales-support and implementation phases of customer engagements.

Achievement Summary
▪    Led cross-functional teams in re-platform project from DB2 Mainframe to Oracle AIX resulting in $4MM annual operating cost reduction.
▪    Primary operational expert to recruit/train/lead consultant teams and support new sales. Removed barriers to purchase designed delivery models and assumed responsibility for operational success of the engagement post-sales.
▪    Program Manager for global call centers including benchmarking funding self-service CTI screen pops external web-site integration high availability and disaster recovery.
▪    Created corporate Project Management Office (PMO) including standardized process/toolset to plan execute and control projects with controls corresponding to project complexity and criticality. Implemented feedback mechanisms to measure success and improve the PMO. Instituted HR processes to recruit-train-retain top talent significantly increasing ability to market successes and expand client references.
▪    Negotiated over $18MM in services contracts involving multiple sales and delivery models across multiple industries including Healthcare Transportation High-tech Insurance Pharma Higher Ed Media Telecom Financial Manufacturing Retail Security Logistics and Marketing.
▪    Directed Supply Chain Management/Financials re-implementation resulting in decreased support costs due to system consolidation and increased user adoption due to process re-engineering.
▪    Delivered global salesforce automation enhancements including portal mobile and forecast/commission reporting resulting in > 500% increase in user adoption.
▪    Constructed ROI models and delivered instructional webinars resulting in client engagements to provide management consulting expertise.
▪    Rescued failing projects through rapid evaluation and re-structuring techniques resulting in requirements clarification improved change control and in deployments that met the clients expectations.
▪    Developed relationships with prospects vendors and contractors on/off-shore on/off-premises to deliver high-quality solutions to clients within their budget/timeline constraints.
▪    Architected enterprise data consolidation sharing and cleansing processes resulting in lower maintenance costs increased user productivity and higher customer satisfaction scores.
▪    Managed software selection processes and implementations including Oracle PeopleSoft Salesforce.com Google Apps Siebel SharePoint Web Infrastructure and development toolsets Source Code Management Onyx Vantive Blue Pumpkin Service Power and Peregrine. Delivered customized technology models enabling successful implementations optimal adoption and rapid Return-on-Investment (ROI).
▪    Defined secure web marketing models resulting in improvements in customer experience customer advocacy/retention data quality new leads and lead closure rate.
▪    Designed contract creation automation process resulting in a scalable operation that eliminated the need to hire an ever-increasing temporary seasonal workforce to manually administer contracts.

Experience
Apex IT Consulting            2004-Present                New York NY
National Oracle Premiere Consulting Partner
Sr. Program Manager-Delivery/Sales leadership for Eastern region responsible for architecting the optimal solution for clients budget/scope control deploying success to the initiatives stakeholders and constituents building customer advocate relationships competitive analysis sales support project management best practices/methodology application team building

PeopleSoft Inc.                2001-2004                New York NY
Global Enterprise Management software vendor and implementation services provider
Senior Project Manager/Sales Engineer-Delivery/Sales leadership responsible for customer success contracts resource planning risk/budget/scope management sales support

Catavo Consulting            1998-2001                    Chicago IL
ELearning and Customer Relationship Management implementation service provider
CRM Practice Director-Practice strategy marketing sales and delivery leadership-responsible for revenue resource recruiting/allocation/utilization vendor relationships customer success contract management resource planning and budget management

Electronic Data Systems            1989-1998                Plano TX
Leading global technology services provider
Configuration Management Director/Systems Engineer-Developer in Healthcare and Media led dbIntellect technology team responsible for development packaging distribution and installation of database marketing/visualization/mining toolset

Education
On schedule to complete PMP certification Q2 2009
George Washington University Certifications: Project Planning and Control Planning and Implementing the PMO for IT
PeopleSoft Certifications: Executive Workshop Leadership Implementation Planning Strategy Workshop Facilitation Customer Relationship Management Application Security
EDS Certifications: Systems Engineer S.E. Development Program Assistant Instructor System Testing Data Modeling System Life Cycle Training Capabilities Maturity Model
Illinois State University Normal IL - Bachelor of Arts - International Business-Marketing
▪    Graduated magna cum laude
▪    Fulbright scholarship nominee
▪    President Beta Gamma Sigma
▪    International Business Student of the Year