WORK HISTORY

EPSILON - Vice President, Client Services Business Management

Key focus: organizational maturity, strategic transformation, streamlining key processes, improving business outcomes:
- Ownership of process development and evolution: Strategic Account Planning, Committed Revenue & Contract Renewals, Client Satisfaction, Sales Operations, Training & Onboarding

Led the Business Management function, liaison between Client Services and other areas of the organization (Finance, Accounting, Human Resources, Marketing, Sales Operations, Business Continuity). Liaised with departments across the enterprise to mature the organization:
- Finance and Accounting on various processes including: revenue recognition, fair market value implications, cost controls, monthly reviews/reporting, process for small business revenue capture, COLA and contract reviews
- Human Resources for development of ongoing training and career framework, competencies, and progression as well as establishing a training academy for the organization. Business Management also developed the core learning center for new graduates onboarding to the company. Coached, guided, and inspired the team to take on new challenges, build confidence, and create executive presence while learning our business and participating in game-changing projects for the company.
- Consulted with Marketing to build a knowledge sharing hub of case studies, articles, industry best practices, research & other material to support the org.
- Continual partnership with Sales Operations to improve overall relationship and process efficiencies between Client Services and Sales. Used Salesforce extensively as the tool for capturing the various steps and information throughout the sales cycle. Further, it was used as a single source of truth for account information.
- Monthly committee reviews with the Business Continuity / Disaster Recovery team to review ongoing policies and procedures, SOC2 and ISO 27001 status, review of audits, ongoing account compliance, and improvements. Key business person involved in CCPA and GDPR changes for the business (accountability from client teams, proper client communications, legal involvement)

Additional Client work (May 2020 – Jan 2022): Healthcare – digital transformation, website & ecommerce development, data & campaign support. Responsible for managing ongoing client relationships as well as building relationships across the enterprise, consulting on digital strategy, and providing recommendations to the data group. Contract negotiations | financial management | margin review.

EPSILON - Sr. Director / Relationship Manager

Sr. Director, Marketing Technology | Jan 2013 - Dec 2017

Provided consultation, leadership, and support in all areas of marketing and technology for the Travel & Hospitality vertical. Served as chief of staff for the vertical, which evolved into serving in this capacity for all verticals in the organization
Responsibilities included: contract negotiation/creation/support, governance, technology planning, architectural consultation, loyalty consulting, CRM and analytics planning, creating client-facing presentation decks, overseeing large client initiatives, and long-term roadmaps

Sr. Director / Relationship Manager | May 2006 - Dec 2012

Responsible for overseeing client relationships, providing strategic vision, partnering with clients to find solutions to meet business objectives, managing client systems & technology, conducting client meetings & strategic reviews, and providing guidance & support on marketing initiatives.
Managing the account financials, revenue recognition, pipeline & forecast, margin & labor review, and asset review & lease renewal.
Contract negotiation and adherence, including monthly SLA review & reporting, yearly COLA & cost reviews, weekly & monthly meetings, and quarterly business reviews.
Ensure PCI compliance and other audits were successful.
Provide leadership to Epsilon team to set direction and expectations.
Select Projects
- Hilton Global / 360 Customer - involved in all aspects of the project from requirements through the creation/development and implementation. Enterprise data and third-party data were brought together through identity protocols and ongoing analytics, segmentation, campaigns, and reporting were part of the system.
- Hilton Engage - application built specifically for luxury brand hotel staff to provide personalized communications and engagement preferences to their guests.
- Hilton loyalty program - consultant to the team for program advancement and knowledge. Involved in all areas of the program (strategy, engagement, earning, rewards, promotions, campaigns, digital evolution, fulfillment, tier qualification, year end processes, KPIs, reporting, analytics, liability, etc.)
- Barnes & Noble: responsible for the ongoing client relationship supporting the member loyalty program and system development. Responsible for building digital ecosystem to support the marketing communications for the nook, email communication / CRM system integrations
- Sears: new loyalty system implementation - gathering requirements, reviewing, modifying, & managing the project schedule, working closely with the client and development team to stand-up the loyalty environment as well as create enhancements (software installation, data cleansing & conversion, SKU-level bonus reward enhancements, multiple system integrations from various POS systems)

EPSILON - Other Roles

Epsilon – Director, Engagement Manager | Oct 2004 – Apr 2006

Responsible for overseeing health of technology marketing systems and recommending improved methods of execution, partnered with clients on solutions and operational reviews.
Provided guidance / expertise and managed teams responsible for loyalty marketing systems, including real-time interactions, consumer communications, call center applications, and marketing dialogue engines.
Development of enhanced functionality for loyalty member earning styles, which involved integration with partner systems to award various currency types based on preferences.

Epsilon - Project Manager | Aug 2002 – Sep 2004

Responsible for delivery of major projects including large system enhancements as well as ongoing team projects.
Managed the Decision Support & Business Intelligence team responsible for managing client’s monthly operational & financial reporting, invoicing, KPI, and ad hoc reporting for their loyalty system, including monthly liability reporting and analysis.
Key accomplishments: evolving KPI reports and creating a prototype for real-time invoicing and KPIs.

Epsilon - Senior Business Systems Analyst | Feb 2000 – July 2002

Responsible for managing cross-functional enhancements and operations of client’s loyalty marketing system.
Key accomplishments:
- managed large channel project, which created a new multi-channel structure, subscription choices, and preferences for customer interaction
- Fulfillment – streamlined the dynamic nature of the member fulfillment process
- Requalification – solely responsible for the annual tier reassessment / qualification process
- Year End – solely responsible for yearend processes, including defining the subsequent year business rules/requirements with the client, creating additional sets of data for the upcoming year, and running conversion of data to ensure database was ready for the new year

KPMG - Consultant / Systems Analyst

Jan 1998 - Jan 2000

Involved in systems development, integration, and implementation for government financial systems. Responsible for all aspects of the systems development life cycle, from understanding of business process needs and requirements, to the actual coding and documentation of deliverables.

New York Board of Education - Developed detailed specifications for the systems extract between the City of New York's financial system and the Board of Education's system. Design documents were presented to the Board for approval. Involved with initial setup of working environments and client specifications. Sole developer for the Board of Ed's interface into the City of New York financial system. Responsible for enhancing/developing financial system for input of budget modification transactions.

Nassau County, Long Island, New York - Post-implementation support of financial system. Responsible for conversion of financial data into the fixed asset sub-system. Also responsible for complete conversion for inventory modules as well as helping to verify the financial data to ensure integrity.

City and County of Miami Dade - Installation and development of system-wide reporting subsystem as well as enhancements to the procurement subsystem. Guided the client in the installation process of the firm's product, established initial security profiles, and consulted on various aspects of the installation. Solely responsible for the development of the single vendor file enhancement and development of the county's vendor application process, as well as other modifications identified by the client.

City and County of San Francisco - Installation of the fixed asset subsystem. Partook in initial client workshops where procedural issues were resolved, and client specifications for refining the system were documented. Developed several major on-line enhancements for increased functionality, including the development of site-specific programs, screens, new file layouts, and financial logic. Solely responsible for the system's data conversion. Developed conversion program for the county's fixed assets, including logic for percentages of funding sources, accountancy for depreciation, and reconciled differences to balance funds to the penny.

Other Experience

IBM - QA Analyst, Intern | Sep 1996 – Dec 1997

Performed quality assurance, regression testing, and development of automated test case scenarios for sales software.
Presented recommendations to division leadership on improved quality assurance methods.

University of North Texas Housing Department – Analyst | Oct 1994 – May 1996

Worked with the Director of Finance to run queries and analysis for the Housing department.
Reconciled cash clearing accounts, prepared journal entries, created variance reports, and helped prepare annual budgets.

Frullati – Executive Assistant | Jun 1993 – Aug 1996