Efrain Gerard Benavides

Global Business Services, Smarter Commerce @ IBM

benavidesefraing@gmail.com

Summary

Certified Salesforce.com Consultant with over ten years of CRM implementation experience and over five years

leading Salesforce.com initiatives. Have developed solid SFDC functional architecture, project management,

change management, customer engagement and pre-sales capabilities.

Responsible for owning the overall design of the CRM application and the integration of the implementation

project, as well as recommending best practice solutions based on client business needs or objectives. Capable

of mapping business requirements into system/technical SFDC configuration workbook specifications.

Built a successful consulting business through selling, managing and implementing business solutions for

companies. Developed a project management methodology (PMBok based) to support project implementation.

A valuable and proven multi-skilled / multi-industry asset for technology-enabled businesses looking to

leverage the Cloud and the Software as a Service (SaaS) Model.

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Projects

Key Engagements

Members:Efrain Gerard Benavides

Large Chemical Company (Germany/Israel/USA): Integration/Harmonization of SAP and CRM, strategic

repositioning from product-focus to customer-focus, CRM scoping, CRM maturity model implementation,

functional and organizational prioritization, deployment scenario management, functional and integration

design of CRM global template, functional architecture and integration schemes, sales staff capabilities

journey, sales cycle management, lead conversion and optimization, data governance and management, sales

analytics and dashboards, change management strategy, agile approach for project management

Large Oil Company (Mexico): Call Center design, strategic repositioning of corporate services to outsourcing

service provider, customer service redesign scheme, escalation strategy, authorizations workflow, technical

services reclassification, ticket management, corporate services standardization, service level agreements

Large Manufacturing/Service Company (Finland) : redesign of sales and service processes, customer

segmentation and profitability analysis, account management strategy & tactics, Call/Contact Center redesign

and change of technological platform, restructuring of the sales force. new communication and PR strategy,

redesign of IT support processes, pricing discrimination scheme and development of new maintenance

policies, change management

Key Engagements II

Members:Efrain Gerard Benavides

Leading Insurance Company (USA): Harmonization of sales (quoting-risk assessment-policy

issue-receivables-commission payment) and service processes (damage claim-resolution-compensation) into

one production line. Reinvention of IT platform was carried out based on a deep redesign of the core

processes and organizational structure. Turning “traditional insurance” operation into a telemarketing

organization.

Secretary of the Treasure, IRS (Mexico). Creation of the new IRS for the Federal Government. Process

innovation of tax recollection, fiscal auditing, tax-payer services, customs management, legislative

instrumentation and management of the tax-payer base. Based on recommendations from The World Bank

and diverse Trade Organizations in the World, with more than 40,000 employees, required the creation of a

decentralized and independent entity from the Federal Government, in order to correctly fulfill its mission of

tax recollection. The effort, which implied a large reorganization of the services, was also used for the

purpose of redesigning the main processes and recommending a course of action for its implementation.

Leading Health and Financial Services Provider (USA). SFDC Business Requirements and Project

Definition. Gain a thorough understanding of customer facing processes and then translate that into specific

customizations and corresponding workbook configuration instructions for Salesforce.com

Discover all data sources that will need to be migrated and/or integrated into Salesforce.com

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Design analytics and dashboards

Plan training, test and deployment of CRM releases and pilots

Experience

Global Business Services at IBM

August 2013 - Present (1 year)

Certified Salesforce.com Sales and Service Cloud Consultant with over ten years of CRM implementation

experience and over five years leading Salesforce.com initiatives. Have developed solid SFDC functional

architecture, project management, change management, customer engagement and pre-sales capabilities.

A valuable and proven multi-skilled / multi-industry asset for technology-enabled businesses looking to

leverage the Cloud and the Software as a Service (SaaS) Model.

CRM Salesforce SFDC Functional Architect, SFDC Certified Consultant, Project Manager at

Emprendor, Inc.

April 1988 - August 2013 (25 years 5 months)

Salesforce.com SFDC Certified Consulting Partner in Canada, USA and Mexico

16 recommendations available upon request

Independent Senior Management Consultant and PM at WebTech Wireless

April 2008 - January 2009 (10 months)

New Market Introduction/ International Joint Venture Management/ CRM / Contact Centre Development and

Management

Export and provision of GPS products and subscriber services to various industry and government vertical

markets served by the customer (a large insurance company). The joint multi-organizational effort included

managing a wireless vehicle services solution that provides GPS, wireless technologies, and internet to

connect back office data and fleet operational data. The industries served included personal automotive;

transportation; government; waste management; construction; utility and business services sectors. The

project included the management of the sale cycle of products through resellers and/or agents.

6 recommendations available upon request

Executive Faculty for Corporate and Professional Education at University of San Diego

November 2005 - December 2008 (3 years 2 months)

Training and Implementation of a PMBOK-based Methodology in Different Manufacturing Capabilities. PM

training for more than 150 top and middle managers and coaching more than 30 projects to be implemented

in corporate offices and diverse manufacturing facilities.

International distance education consultant and executive instructor.

Visiting Professor of International Marketing at SBS Swiss Business School

October 2001 - December 2005 (4 years 3 months)

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Visiting Professor in the MBA program

1 recommendation available upon request

Dean of the Business School at Monterrey Institute of Technology

1982 - 1987 (5 years)

As a former Dean of one of the most prominent Business Schools and having been in charge of an academic

administration of several interdisciplinary groups of professors, advisors, and administrative staff, I was in

charge of:

• introducing several departmental programs and curriculum;

• maintaining the various colleges of study and

• manage the most succesful expansion program in target markets

Publications

“Administration of the Information Technology Function”

State University of New York

Authors: Efrain Gerard Benavides

“Distributed Data Processing: A Managerial Approach”, State University of New York

Authors: Efrain Gerard Benavides

Languages

English

Spanish

Italian

Skills & Expertise

International Project Management

CRM

ERP Supply Chain Management Business Process

Innovation Marketing Strategies

Lean Manufacturing Business Strategy and Policy

Change Management

Reinventing HR Functions Corporate Universities

Reinventing Government

Business Intelligence Knowledge Management

Management

Business Strategy

Change Management

Business Intelligence

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(Native or bilingual proficiency)

(Native or bilingual proficiency)

(Limited working proficiency)

ERP

Strategy

Program Management

SharePoint

Project Management

Negotiation

Business Process

Leadership

Telecommunications

Marketing Strategy

Strategic Planning

Analysis

Business Analysis

Team Leadership

Coaching

Business Process Improvement

Supply Chain Management

Project Planning

Management Consulting

Entrepreneurship

Team Building

Cross-functional Team Leadership

Process Improvement

Training

Business Planning

Start-ups

Team Management

Budgets

Strategic Partnerships

Integration

Marketing

Sales

Business Development

Product Management

PMO

Operations Management

Vendor Management

Certified Salesforce.com Consultant

Requirements Analysis

Consulting

Education

Salesforce SFDC

Authorized SFDC Consultant Level II Sales and Service Cloud, CRM, 2008 - 2008

State University of New York at Buffalo

MBA, Business / IT / Marketing, 1983 - 1985

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Instituto Tecnológico y de Estudios Superiores de Monterrey

Bachelor of Science (BS), Information Technology, 1978 - 1982

Honors and Awards

SUNY, MBA degree awarded with special recognition.

ITESM, BS degree awarded with honors.

SBS, Swiss Business School, Visiting Professor of Marketing

USD, University of San Diego, International Executive Education Instructor

Books, Inventions and Patents

“Distributed Data Processing: A Managerial Approach”, State University of New York, 1984

“Administration of the Information Systems Function”, State University of New York, 1985

“Business Intelligence Systems”, software technology and methodology, 1993

“BPR: Business Process Reengineering”, software technology and methodology, 1995

“SIMEP”, software technology and methodology for Project Planning, Monitoring and Evaluation based on

PMBOK, 2005

Interests

Outdoor adventures, Tennis, Chess, Hiking, Walking, Networking, Entrepreneurship, Fine Wine, Great Books,

Basketball, Football, Traveling around the world...and many more!

Certifications

Salesforce.Com Authorized Consultant Level 2 Sales/Service Cloud

Salesforce.Com Worldwide Education Services License 00008374 May 2008

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Efrain Gerard Benavides

Global Business Services, Smarter Commerce @ IBM

benavidesefraing@gmail.com

23 people have recommended Efrain Gerard

"I met Efrain when he was taken on to manage a challenging project for us. The project included the

management of the sale cycle of products through resellers, brokers, auto dealers and agents in different

regions. Efrain offered a mature leadership style and used his expertise in process development and his

results-driven approach to manage challenging project. Efrain worked closely with me and was very valuable

in helping me develop plans for our newly incorporated Project management office. I would have no

hesitation in recommending Efrain"

— Akber Mohamed MBA,PMP,ITIL, Senior Project Manger & PMO lead, WebTech Wireless

Inc, managed Efrain Gerard indirectly at Emprendor, Inc.

"Efrain has the rare combination to solve clients' needs by providing solutions whilst being perceived by his

clients as a consultant. He combined his management skills and natural ability to communicate with people at

"C" level, to develop his Partner sales and technical team, that has been effective in developing long-term

relationships and incremental business."

— Jose Esquivel, Sr. Application Consultant, Infor Global Solutions, was with another company when

working with Efrain Gerard at Emprendor, Inc.

"Very well qualified, able, personable and ethical professional. Multi-lingual, well networked with intimate

knowledge of business practices and markets in North America, central America."

— George Grams, Owner, Inveresk Design Build, was with another company when working with Efrain

Gerard at Emprendor, Inc.

"Efrain is a person with a wide view fo the business world, very capable and down to earth. With his views

projects for sure will be successful"

— Juan Jose Rivera, Owner, BCM, was with another company when working with Efrain Gerard at

Emprendor, Inc.

"I met Efrain Gerard in what I think was his first visit to Brazil, where I could understand a lot of what he has

been promoting around the world and I was very impressed with his line of activities. We shared many letters

from there and I find in him an easy person to trust and depend on. I wish I had some business partners like

him in Brazil!"

— Peter Mello, PMI Volunteer, Project Management Institute, was with another company when working

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with Efrain Gerard at Emprendor, Inc.

"I have known Efrain for over 25 years when we were classmates back in college. I have always considered

him a very dynamic, knowledgeable, and bright individual, a true entrepreneur, and excellent sales skills, I

consider him a highly effective professional and would recommend him to manage/lead IT projects."

— Jorge Nava, IT Consultant, Self-employed, was with another company when working with Efrain Gerard

at Emprendor, Inc.

"Efraín is a very good profesional. His experience in Information Technology and Management processes

will be very valuable for any company or organization where he works."

— Leopoldo Rojas, Owner, Fundación Galileo, was with another company when working with Efrain

Gerard at Emprendor, Inc.

"Efrain is a motivated professional who is dedicated to his goals."

— Cecilia Ho, Owner, Accufit Patterns, was with another company when working with Efrain Gerard at

Emprendor, Inc.

"I have known Efrain since he arrived in Vancouver. As a fellow consultant in the international business

development arena, I have been extremely impressed with Efrain's extensive and varied experience. I

consider him superbly qualified, and would not hesitate to work with him on any project requiring his skills."

— Nerella Campigotto, President, Boomerang Consulting Inc., was with another company when working

with Efrain Gerard at Emprendor, Inc.

"I have known Efrain for over 20 years. We have worked on several projects during that time. His work has

always been of the highest quality and all project timelines were always met."

— Mitch Ablove, Consultant, MMA Consulting, worked with Efrain Gerard at Emprendor, Inc.

"Efrain is able, experienced and analysed a complex situation for us with clear and logical recommendations."

— Nigel Carey, was Efrain Gerard's client

"Efraín is a tremendous asset, he is a go getter with a lot of internal drive. With exceptional sales and

communications skills. Very strategic oriented but with the ability to translate strategic ideas into specific and

detailed plans and programs. He is a man of vision and integrity. With very firm Christian principles."

— Fernando Benavides, IT Project Leader, CEMEX, worked with Efrain Gerard at Emprendor, Inc.

"I´ve known Mr. Benavides for over 25 years... he is a competent and very knowledgeable in the IT field. Has

a strong academic background, with experience at corporate positions, a consultant, and also as a professor.

He has kept up-to-date in Information Technology area, and has covered projects in different fields of

business."

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— Gustavo Cervantes, dean of IT graduate Program, ITESM, was with another company when working

with Efrain Gerard at Emprendor, Inc.

"Efrain is a thorough, conscientious, hard-working individual who works very well independently and as a

member of a team. He is an excellent communicator who thrives on debates and enjoys bringing his expertise

to reaching win-win solutions. He is dynamic, professional, witty, and extremely personable. It has always

been my pleasure to work with Efrain. Dilek"

— Dilek Cansin, Instructor, Columbia College, was with another company when working with Efrain

Gerard at Emprendor, Inc.

"Efrain has great skills at breaking down complex tasks and analyze its parts to understand and effectively

plan the right action plan. He counts with advanced consulting skills and would not hesitate to collaborate

with him again."

— Rogelio Martinez, CFE, MBA, Business Development Consultant, Oracle, was with another company

when working with Efrain Gerard at Emprendor, Inc.

"Efrain is an entrepreneour and knowledgeable resource with an ability to conceptualize and share expertise

in different fields. I had the opportunity to work with him back in college and I have personally benefited

from his approach."

— Rolando Ortiz, VP, Information Technology, Kellogg Company, was with another company when

working with Efrain Gerard at Emprendor, Inc.

"Efrain is a highly professional manager with excellent people skills, and extensive process and business

knowledge, applied at an international level. I would be priviledged to work on any team with him."

— Johnny Hermann, Project Coordinator, WebTech Wireless, worked directly with Efrain Gerard at

WebTech Wireless

"Efrain has excellent project management skills and drove positive results on a very large Telematics

initiative that involved many large multi-national corporations. He brought great corporate governance

standards to the team and would an asset to any complex project."

— Edward Kulperger, was Efrain Gerard's client

"We required a senior consultant with overall business knowledge and Efrain exceeded our expectations. He

is highly skilled in building relationships within an ambiguous environment and was key to bridging the

communication gap and raising customer satisfaction with a large potential client. He was integral in

interrupting and negotiating terms of a strategic geographic expansion. It was a pleasure working with Efrain

and I highly recommend his services."

— Kim Deschaine, HR Manager, WebTech Wireless, worked with Efrain Gerard at WebTech Wireless

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"Efrain G. Benavides, MBA Senior PM and Management Consultant Project manager for the development,

sale, and provision of GPS subscriber services for location-based and telematics hardware and software users

in Mexico. The whole team that I managed in Mexico really appreciated and respected the wonderful job that

Efrain executed in this project with a second to none professionalism, diplomacy, availability and kindness

for a specific and very important GPS/GSM project, and to make it come true. I personally highly recommand

Efrain in his future endaviours. Again, thank you very much Efrain. I wish you all the best that you deserve

Bernard Clermont Director Business Development Latin America WebTech Wireless"

— Bernard Clermont, Director Business Development, Latin America, WebTech Wireless Inc., worked

directly with Efrain Gerard at WebTech Wireless

"While working with Efrain his attention to detail and commitment to deliver a seamless implementation of

activities were outstanding. I definitely recommend Efrain as a highly motivated individual and exceptional

professionalism."

— Luis Villasenor, Project Management Administrator, WebTech Wireless, worked directly with Efrain

Gerard at WebTech Wireless

"Efrain took on an extremely challenging muti-company project that was not functioning well and

demonstrated a mature leadership style that quickly brought the parties together to address both process and

project issues. Within a few months the project was back on track and running with a clear project charter

between all companies. Through all this Efrain demonstrated calmness, intelligence, a broad range of

management skills, and was a pleasure to work with"

— Ernie Chatham, Director Professional Services, WebTech Wireless, managed Efrain Gerard at WebTech

Wireless

"Efrain is a very original and extra-energetic marketing lecturer with special emphasis on diversity of this

science field. Diversity of his learning methodology helps student understand easily various topics and give

them more insight into their detail. Efrain's energy makes him one of the top teachers in my education; our

discussions on various marketing issues where we had different and even opposite standpoints have made me

richer in marketing knowledge. I highly recommend Efrain to all future business partners."

— Dragan P. Petrovic, MBA, Regional Sales Manager Adriatic, JTI, worked indirectly for Efrain Gerard at

SBS, Swiss Business School

Contact Efrain Gerard on LinkedIn

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