Director

Posted on: 2006-03-09

Patricia A. Gietl 12658 Arthur Graves Junior Ct. Bristow, Virginia 20136 Home: (703) 392-8246 Office: (703) 747-7112 Cellular: (703) 628-2107 Internet Address - [email protected] SUMMARY: Specializes in Customer Relationship Management (CRM) strategy, operations improvement and technology integration solutions that build customer loyalty and drive shareholder value. Over seventeen years of experience in technology based project management with a comprehensive background in operations improvement and systems integration, with a focus on achieving business outcomes using CRM technologies. RELEVANT EXPERIENCE: BearingPoint: Business Director – CRM Solutions Lead May 2001 – Present Solutions Lead role for the Customer Relationship Management Public Services Line of Business with responsibility for building and operating the practice, developing CRM service offerings, directing and growing the CRM Vendor alliance/business, and providing CRM thought leadership to clients, the analyst community and the industry. The industry spaces include Federal, Civilian, State and Local governments, Intel Community, Higher Education, Healthcare (payor, provider and federal), and Not for Profit markets. Achievements include: • Responsible for the Senior Leadership role in managing and operating the CRM Solutions Practice for the Public Services Line of Business. Specifically responsible for the practice operations, business development and delivery of all CRM opportunities. P&L responsibility of $18million. • Top Secret/SCI—full-scope polygraph clearance with U.S. Federal Government (NSA). • Sale of $167 million in CRM consulting engagements into various Government Agencies, both State and Local; and Federal for 2003 calendar year; $212 million in 2004; $221 million in 2005. • Consistent CRM opportunity pipeline of $300 million. • Creation of unique new Customer Value and Experience offerings specifically for Aerospace and Defense; and Commercial Healthcare industry spaces. • Establish partnership CRM alliance leadership Council representing Public Sector for SAP, Siebel, Oracle, PeopleSoft, KANA, e.Piphany, Avaya, Cisco and Genesys. • Development and branding of BearingPoint’s “go to market “CRM strategy – a holistic, ROI driven framework, and associated service offerings such as CRM Blueprinting, CRM eValuation (ROI analysis), CRM Rapid Return on Investment Methodology, One-to-One Marketing Toolkit, and CRM Architectures in a Box. • Delivery of 10 CRM complex project engagements, all within the Public Services Line of Business, each over $5million in revenue. • Extensive knowledge of CMM methods and standards. • Significant experience with enterprise CRM solutions, coupled with a solid knowledge of current Industry trends, requirements and initiatives. ORACLE CORPORATION; Practice Director 1997 – May 2001 Responsible for the management of the East Region of a National CRM Consulting and Pre-Sale Services Practice. Achievements include: • Developed, built and managed the regional consulting and customer services organization to obtain aggressive revenue and profit objectives and support the marketplace. Grew practice to a $11million P&L with over 80 consultants. • Worked with the Management Team to identify and set the direction for the organizations’ CRM strategic objectives and offerings. • Consistently met or exceeded business objectives. Regularly evaluated and assessed planning and objectives, and made adjustments to ensure obtaining business objectives, and profit and revenue goals. • Forecast resources and requirements to achieve business and financial objectives; focused and leveraged resources; analyzed variances and trends; and initiated corrective action. • Developed and managed strategic initiatives to aggressively grow the services business. Worked collaboratively with other divisions and corporate management, Sales, and Business Partners to generate and develop consulting and business opportunities. • Established and enhanced business infrastructure, processes, and systems. • Managed Customer Relations at C-level for all East customers and potential customers. • Contributed to and ensured Practice assisted in sales activities, customer development, and closing sales. Successfully closed $102million in consulting business in 2001 fiscal year. • Developed and guided staff and project managers in customer relationship management and building partnerships internally and with customers. • Worked with Corporate to develop consulting and project planning/management methodology, tools, and standards. FEDERAL HOME LOAN MORTGAGE CORPORATION; Office of the President Director of Corporate Projects 1990-1997 Customer Service (1995 – 1997) Project Director • Management oversight responsibility for a 250 seat, in/out-bound, nationwide call center and its support staff. • Managed the project implementation of the consolidation of four divisional call centers, into one corporate call center, resulting in a 63% increase in resource efficiency and 42% reduction in corporate phone costs. • Developed analytical process to provide proactive market information, resulting in a 39% increase in sales. Human Resources (1994-1995) Project Manager • Responsible for management of a corporate level project that redesigned the corporate Human Resources policies and procedures, which included, but was not limited to job descriptions, regulatory requirements, bonus program, compensation and grade level scales, regional office reporting structure, internet security and budget escalation process. • Designed and implemented IS database and applications to support personnel process and security requirements. • Created and implemented a peer and management review process to provide ongoing 360 degree feedback/input on an annual basis that became part of the corporate annual bonus program. Risk Management (1992 – 1994) Project Manager • Creation and approval of various credit and marketing policies from the Corporate Credit Committee, resulting in 32% reduction in portfolio risk measure. • Identification, creation and implementation of corporate institutional credit and single family servicing policies and the automated systems to support them. • Creation and implementation of a customer “report card” for scoring of high risk factors, allowing for a 71% increase in servicing efficiency. • Designed and implemented the process and automated system to allow for the management of the account relationship for the top 100 loan servicing customers. • Creation and implementation of policy and automated system to support various Federal law requirements in support of corporate Charter. Corporate Audit (1990-1992) Project Manager • Conducted and oversaw the onsite audit function of customer’s, presented findings to senior management, and worked with applicable departments within the agency to cure and monitor the deficiencies. • Developed framework of newly formed department. • Developed automated database for tracking of risk findings and resolution process. EDUCATION: • Top Secret/SCI with LifeStyle Poly - Intel Community Clearance - active • Masters Degree in Customer Management and Marketing; Purdue University, IN • Masters Degree in Finance; University of Detroit, Detroit, MI • Law Degree; University of Detroit, Detroit, MI • Bachelors Degree in Business Administration; University of Arizona, Tucson, AZ