Robert Linz

50 Lazy Brook Road908 500-3910

 

ENTERPRISE PROJECT/PROGRAM MANAGEMENT

 

Technology -Sales – Financial Services – Marketing – Operations – Contact Centers

 

Twenty four years of experience and a proven leader with expertise in managing enterprise-wide IT and Business projects, Program Management Office (PMO), and business/systems integration across the organization. Demonstrated success in management of both IT, Operations and Sales groups in a variety of technology environments. Possesses intuitive skill of identifying improvement opportunities, strategic planning and utilizing new technology to add value and improve the bottom line.  Proven results in managing risks, and achieving cross-organizational consensus while meeting business objectives.

CORE COMPETENCIES:  Salesforce.com Sales and Service Clouds, Project & Program Management, Infrastructure Integrations, Process Improvement, Risk Assessment, Quality Assurance, Team Building & Leadership, IT/Business Planning, WBS Sessions, Outsourcing/RFPs, Vendor Management, Performance Management, Workflow, Process Controls, Change Management, Executive Dashboard Reporting

 

PROFESSIONAL EXPERIENCE

Prudential InvestmentsMarch 2015 - Present

Consultant Salesforce.com Sales and Service Clouds

Sole technology team member with Salesforce.com knowledge charged with the task to analyze their current state CRM and then make recommendations to all technology & business sponsors so they could make the decision to migrate to Salesforce.com

§    Acted as Project Manager, Business Analyst, Solution Architect and Administrator to migrate their legacy CRM and sales reporting tools to Salesforce.com

§    Managed project plan, all PMO documents and even updated their existing PMO documents to work better with Salesforce.com projects

§    Performed a detailed analysis of the current state CRM providing high level time/effort estimates and corresponding functionality trying to leverage OOB Salesforce wherever possible

§    Created a working proof of concept Salesforce instance and gave demos to executive and regional management which ultimately provided the go ahead for the project

§    Created high level data model and design documentation

§    Interviewed and recommended candidates for the tech lead / technical architect role and other developer roles

§    Worked with various business groups and power users to define detailed requirements

§    Analyzed and selected AppExchange vendors to extend the core Salesforce functionality

§    Created process for sandbox and release management strategies

 

Merrill LynchJan 2012 – Sept 2014

Technology Program / Project Manager – Salesforce.com Sales and Service Cloud

Lead multiple Salesforce.com projects through the entire project lifecycle for multiple business groups and Salesforce.com orgs.

§    Program Manager for over thirty Salesforce.com cloud projects.  Created a multi-year strategy and timeline for executive management

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§    Project Manager for the most complicated projects in the program.  Worked with other Technology groups, Business partners and vendors to define estimates, scope and detailed requirements to deliver high impact Salesforce.com projects throughout the enterprise

§    Engaged multiple Infrastructure Technology teams to provide SAML SSO Security Framework and multiple integrations with many back end databases, systems and vendors

§    Interacted with on shore / off shore development, analysis and testing teams

§    Ensured all enterprise Compliance, Audit, Architecture and Security policies & procedures are adhered to

§    Provided all levels of project reporting to management using enterprise reporting tools

 

 

Bloomberg LLC2011 - 2012

Operations Project Manager – CRM / System Integrations

Worked in a start up division at Bloomberg to provide CRM, chat, email, telephony and other systems the sales and operations team needed with a new line of business.  

§    Engaged numerous vendors through the RFI / RFP and contract negotiation process

§    Selected both vendor and in house solutions and engaged the business and technology teams to determine scope and detailed requirements

§    Worked with assorted groups outside the business (Compliance, Audit, Security and Marketing) for their requirements and approvals

§    Successfully deployed all solutions to the website for beta testing, on time and budget

 

 

Bank of America / Merrill Lynch2010 - 2011

Transition Team Project Manager – Salesforce.com Sales and Service Cloud

Served as the liaison between the Bank of America / Merrill Lynch transition project management teams responsible for a Salesforce.com initiative to merge multiple instances of Salesforce.com.

§    Managed all aspects of the Salesforce.com project and reported all project status / issues to senior management through multiple reporting systems and in person meetings

§    Liaison between the business and technology teams assisting the analysts and development team in gathering detailed requirements

§    Engaged the testing and Q/A teams to ensure the final solution was properly tested defect free of any severity 1 and 2 issues

§    Worked with the business communications teams to ensure that all associates had proper hands-on and/or training materials

 

 

Thinktech Inc, Jersey City- the technology division of TD Ameritrade2009 - 2010

Senior Consultant, Enterprise CRM

Provide the overall best practice and strategic roadmap for multiple Salesforce.com instances across all Retail, Institutional, and Corporate Service divisions for their sales offices and call centers

§    Worked with peer Technology groups, Business partners and project management team to define and deliver high impact Salesforce.com projects throughout the enterprise

§    Managed multiple instances of Salesforce.com for all business channels

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§    Performed ‘AS IS’ and ‘TO BE’ analysis on future SAP and Salesforce.com integration using Case Iron and Informatica ETL tools with a recently acquired company

§    Defined on shore / off shore possibilities for Salesforce.com development

 

Thinktech Inc, Jersey City- the technology division of TD Ameritrade2008 - 2009

Senior Application Development Manager, Enterprise CRM

Managed staff of 6 Salesforce.com developers providing business technology planning, project management, client relations, need/requirements analysis, and quality assurance across the enterprise.

§    Engaged in multiple speaking engagements for Salesforce.com both at their annual conference DreamForce and in city tours around the country

§    Managed a team of developers and administrators to perform all activities needed to support multiple Salesforce.com instances

§    Developed strong ties between technology and the business partners which allowed for a reduction in project timelines and code defects

§    Customized the out of the box Salesforce Sales and Service Cloud application and integrated with various systems using SOA services, ETL tools, CTI and VisualForce

§    Service Cloud had over 2500 call center and back office users and Sales Cloud linked 150 branch locations with over a sales team of over 1000

§    Worked extensively with Salesforce.com to implement best practices of their application and provide enhancement suggestions, many of which have been incorporated into their core application

 

TD Ameritrade 2003 - 2008

Senior Manager Institutional Project Management Office

Managed staff of 6 project and product managers for our Institutional division providing full range of services for Sales, Operations, Marketing, and the Executive Management team

§    Provided Program Management for a host of Institutional division projects during the integration of Ameritrade and TD Waterhouse.

§    Successfully implemented the first Salesforce.com Sales and Service Cloud application at TD Ameritrade while performing the dual role of project and product manager

§    Project Manager for the Fiserv / TD Ameritrade brokerage firm integration

 

TD Waterhouse 2000 - 2003

Vice President – Marketing Project Management / Product Development

Lead Enterprise Project Manager in the integration of RJT.com and TD Waterhouse and several high and mid level enterprise projects

§    Managed several enterprise projects developing strong working relationships with IT to ensure the business and system requirements were aligned.  Managed multiple cross functional teams to guarantee project success.  Developed business and functional requirements after analyzing our competitors to provide TD Waterhouse with a competitive edge with various internal and external products.

 

 

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TD Waterhouse 1995 - 2000

Vice President – Call Center - Brokerage Operations Services

Managed staff of 110 associates in multiple 24 / 7 call centers responsible for Customer Service, Electronic Trading, Electronic Correspondence, Research and Resolution and Advanced Technical Support.

§    Promoted to assistant manager and then manager within first year of employment

§    Responsible for creating efficiencies by adding technology, developing workflow processes and in-depth procedures, resource allocation and department restructuring. 

§    Business Manager for the implementation of our first CRM and integrated IVR telephony system.

 

Summit Bank – now Bank of America1992 - 1994

Head Teller

Managed all teller and currency tasks within the branch

 

 

EDUCATION / CERTIFICATION

Villanova University – Master Certificate in Applied Project Management & IS/IT Project Management

Project Management Institute – PMP certified - 2008

Salesforce.com Administrator Certified - 2007

Six Sigma Certification - 2010

Series 7, 9, 10 and 63 licenses – 1995 (expired)