PROFESSIONAL EXPERIENCE
Silverpop Systems., Inc. Atlanta, GA 6/2005   “ 5/2009
Program Manager, Implementation Team Email, RSS, Social Networking Products
    Expanded organizational revenue and increased client satisfaction by
spearheading, designing and leading implementation services offerings that enable
clients to maintain control of their email marketing programs while driving ROI
through utilization of Silverpop Engage (Marketer), RSSDirect, Transact and
Share-to-Social products and features.
    Identified critical gap in services offering in the area of product
implementation; created programs and associated project plans, deliverables;
priced offerings, projected profits and brought to market. Result was
SureProgram, which was adopted by 40 percent of all new sales as of June 2009. 
    Program increased support services client revenue by more than 25 percent.
Sales of the program increased by at least 20 percent year over year since
January 2006.
    Managed global team of six technical implementation specialists with skills
in the areas of XML, HTML, DNS, Silverpop products and project management. Team
was consistently among top performers company wide, with several staff receiving
awards for excellence in service. 
    Directed cross-functional activities to deliver quality programs to high
profile clients including Equifax, UPS, Spirit Airlines, Blue Cross Blue Shield,
MySpace.com, constantly interfacing with clients during project management of
implementations. 
    Responsible for P&L, SLA and team goal setting. Drove continuous improvement
to programs and processes, focusing on standardization, scalability and
automation.
    Interacted with clients in fast-paced, highly charged situations from
presales through acceptance. Managed department  's client escalations relating
to implementation of products, white listing, DNS, product issues and client
satisfaction. 
    Served as functional lead/SME for executive-sponsored, internal provisioning
automation initiative to reduce implementation times and increase revenue
recognition of customer billings by up to 50%. 
    Developed internal reporting metrics that measure revenue, profit margins,
client satisfaction and employee utilization. Maintained and delivered program
reporting for executive review.
    Authored internal and external program and technical documentation.
Maintained responsibility for repository of guides, project plans, email
templates and other program documentation via SharePoint.

Proficient Systems, Inc. Atlanta, GA 7/2004   “ 4/2005 
Strategic Account Manager
    Primary technical and post-sales point of contact responsible for managing
client relationships through full life cycle of partnership.
    Led clients from contract close through pilot period for online chat and
real-time data mining tool with clients ranging from top US financial services
institutions including Chase Manhattan Bank and The Huntington Bank to technology
corporations such as Siebel.
    Optimized customer satisfaction to ensure successful contract renewals.
Identified follow-on sales and/or case study opportunities. 
    Gathered, analyzed and reported data specific to client needs. Met customer
retention and expansion goals. 
    Trained and provided best practices for clients relating to product
utilization as well as online consultative sales. 
    Liaison between client and internal resources, coordinated customer needs
and issue resolution. Interacted daily with Engineering, Professional Services
and Senior Management teams to ensure client satisfaction. 

n-tara, Inc. Atlanta, GA 7/2002   “ 5/2004
Business Development, Project & Account Management for Interactive Agency
    Primary point of contact responsible for identifying new business, closing
contracts and managing client relationships through full life cycle of contract.
    Increased brand awareness for interactive corporate communications firm by
building relationships and managing new and existing business, while creating
press and marketing communications materials. 
    Increased customer base and generated sales through marketing and trade
events, as well as prospecting activities. Identified lead generating
opportunities and followed to close.
    Liaison between client and interactive project development teams, managed
integrations through acceptance. Primary clients included AT&T Wireless
(Cingular) and UPS.

Peregrine Systems, Denver, CO 03/2001-10/2001
Strategic Account Manager, eMarkets Group
    Responsible for generating revenue through enterprise sales of EDI, EAI, and
eBusiness system and service contracts to major clients such as Samsonite, Qwest,
AT&T and Storage Tek.
    Conducted onsite discovery sessions with key marketing, management and
technology stakeholders to determine goals and objectives. Worked closely with
technical pre-sales teams to close business.
    Carried out prospecting, arranged initial meetings, developed and delivered
sales presentations.

Sybase (formerly New Era of Networks), Denver, CO 1/1997   “ 1/2001
Public/Product Marketing Communications Manager (2000   “ 2001)
    Selected by executive team to market technical and services during initial
public offering of New Era of Networks due to subject matter expertise. 
    Participated and assisted in analyst briefings; attended weekly PR calls. 
    Authored product data sheets, white papers, product brochures and press
materials.
    Supported sales team, serving as product and services SME on requests for
proposals (RFP).
Professional Services Representative / Implementations (1997   “ 2000)
    Technical point of contact and project manager for onsite software
implementations and customization for marquee clients including PeopleSoft, Bell
Canada and JPMorgan Chase. 
    Performed onsite Integration, System and Acceptance testing and provided
training on EAI software packages.

Qwest Communications (US West Communications), Denver, CO 1/1996   “ 1/1997
Consultant / Test Engineer (Contract Position)
    Conducted Unit, Regression, Integration and System testing on client server
cabling application, both residential and commercial, across 14-state territory.


Electronic Data Systems   “ dbINTELLECT Technologies, Denver, CO 9/1995   “
1/1996
Technical Support Engineer
    Developed data mining/database marketing subsidiary  's technical support
team.
    Designed and created all help desk processes, technical documents and
policies and hired and trained staff. 

Evolving Systems, Inc., Denver, CO 5/1992   “ 9/1995
Systems Analyst/Engineer (Onsite Implementations)
    Primary onsite implementation manager of Interactive Voice Response (IVR)
software for national call centers.
    Project managed software implementations and supported customization of
software for major clients such as Discover Card and Bell Atlantic.
    Performed System and Acceptance testing and provided training of call center
staff.

EDUCATION
University of Mississippi, Oxford, MS, Bachelor of Liberal Arts, August 1989
Attended Graduate Program, Journalism, University of Mississippi, 1991

CERTIFICATIONS
PMI Certification, 2007, Project Management Professional (PMP)
Candidate, Six Sigma Green Belt, 2009

TECHNICAL SKILLS
DNS, Salesforce.com CRM, Silverpop Engage (Marketer), Silverpop Transact,
Silverpop RSSDirect, Silverpop Share-to-Social, Google Analytics, Webtrends,
Omniture, Windows XP, Windows 95-2000/NT, Microsoft Word, Microsoft Excel,
Microsoft PowerPoint, Microsoft Project, Leopard OS, Oracle 7, Informix, Sybase,
SQL Server, UNIX, online chat/web applications, automated collection and
provisioning systems, interactive voice response (IVR) applications, EAI
applications and adapters, IBM MQ Series Integrator, eBiz Integrator,
telecommunications applications.