Innovation & Process Capability Manager – Operations - PHILIPS HEALTHCARE - Cambridge, MA
(2022-01 - 2025-01)
Product Owner | Business Transformation Lead | Release Manager | Hypercare Lead
- CPQ & CLM Migration & Adoption. Formulated and executed the hypercare strategy for a large-scale Siebel-to-Salesforce migration built on Conga Apttus CPQ & CLM; built and led a 6-member coaching team that achieved a 90–94% user adoption rate within two weeks of each deployment wave, decommissioning legacy systems for 1,400+ users.
- Product Catalog Integration & Technical Governance. Partnered with enterprise development, Salesforce, and ERP/backend teams to ensure seamless integration, data consistency, and pricing governance across quote-to-cash processes; directed product catalog governance and release management for a complex 30,000-part regulated medical portfolio, delivering quarterly enhancements that ensured strict compliance, taxonomy integrity, and multilingual capabilities.
- Agile Backlog Grooming & UAT Execution. Managed sprint planning, backlog grooming, and release readiness reviews; coordinated User Acceptance Testing (UAT), defect triage, and post-deployment validation across Salesforce Case Management, CPQ, and CLM workstreams for 300+ cross-functional users; led the Scrum team to a No. 1 quality ranking among 15+ teams with zero escape defects for the entire year; primed the platform for Agentforce automation.
- Policy-Aligned Quote Approvals & Governance. Redesigned Conga Apttus quote-approval workflows, pricing logic, and routing to align with Commercial Policy, tracked 24-hour approval turnaround, ensured compliance with internal IT governance, and monitored discount and margin exposure against List, Ceiling, Target, and Floor pricing thresholds.
Market Business Process Expert – Operations - PHILIPS HEALTHCARE - Cambridge, MA
(2020-01 - 2022-01)
Product Owner | Business Process Lead | Revenue Operations Lead | Salesforce Administrator
- Revenue Optimization ($1M–$5M Savings). Developed business cases and championed platform features projecting $1M–$5M in annual savings by aligning the Salesforce roadmap with core revenue goals, data migrations, and M&A onboarding.
- Leakage Reduction. Cut lead leakage by 10% by defining and delivering Salesforce enhancements integrating automated lead scoring, MQL-to-SQL conversion analytics, and multi-channel engagement tracking.
- AI Analytics & Forecasting. Owned discovery, prioritization, and delivery of Salesforce Einstein/Tableau CRM AI capabilities and Collaborative Forecasting, delivering KPI-driven dashboards and predictive pipeline insights for executives.
CRM Project Manager – Operations - PHILIPS HEALTHCARE - Cambridge, MA
(2016-01 - 2019-01)
- Salesforce Lightning Transformation. Secured $250K in capital funding and led the enterprise migration to Salesforce Lightning for 9,000+ global users, delivering in just 4 months while overseeing release planning, stakeholder engagement, training, and business readiness that contributed to a $4.9M ROI within 18 months for Inside Sales alone.
Collaborative Leader | Interim Release Manager – Finance - EQUIFAX INC. - Alpharetta, GA
(2015-01 - 2016-01)
- $50M L2C Program Reengineering. Salvaged a stalled $50M global Lead-to-Cash transformation by reengineering the vendor testing strategy, addressing CEO-level concerns and securing funding for the program launch.
- Executive Decision Governance. Designed a structured, collaborative decision-making framework for a financial data environment, compressing executive approval timelines from months to under a day and saving over $400K.
- Financial Process Automation & Controls. Integrated global tax and accounting compliance rules within Oracle BRM, reducing department staffing needs by 3%; performed internal audits to ensure processes and documentation met SOX requirements.
Techno-Functional Business Analyst | Senior Developer – Global Corporate Platforms - EQUIFAX INC. - Alpharetta, GA
(2012-01 - 2015-01)
- Master Data Governance. Created a proprietary matching algorithm program achieving 90% accuracy in mapping 85% of billing codes to products, establishing the foundation for global master data governance.
- Release Management & Compliance. Managed production support, release activities, and legal compliance design reviews for business-critical credit-inquiry, dispute-resolution, and decision applications.
Owner | Project Manager | Principal Consultant - INTEALEGRIA INC. - Seattle, WA
(2006-01 - 2012-01)
Independent consulting for 15+ Fortune 500 and public sector clients (Philips Healthcare, MedicAlert Foundation, U.S. Bank, Federal Reserve Banks, Bureau of the Public Debt, Marriott Vacation Club/Ritz-Carlton, LexisNexis, Southwest Power Pool).
- Multimillion-Dollar RFP Win. Served as Proposal Manager for a 5-year multimillion-dollar government RFP, defining business requirements that secured a customer-service transformation supporting 55M Treasury Retail Securities customers and a 900-agent virtual contact center.
- Global CRM Transformation. Led a global Siebel CRM modernization for 4,000+ users across 70+ hospitality locations (Ritz-Carlton, Marriott Vacation Club), translating business requirements into enhancements for reservations, customer experience, loyalty, and analytics.
- Enterprise Cost Optimization. Delivered average implementation savings exceeding $500K+ per corporate engagement through Lean practices; drove $1M+ in annual savings for a major energy organization; improved return on sales by up to 2% on $1.5B in projected revenue for healthcare company.
