CRM Lead Resume Sample

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Salvatore Denesik
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Work Experience


CRM Team Lead
05/2018 - PRESENT
Philadelphia, PA
  • Develop CRM strategies that engage millions of users in India across SMS, email, push notification, and other channels
  • Set up and deploy complex automated communications within ExactTarget, SendGrid, and internal tools
  • Ensure email messaging is 100% accessible to everyone on both web and mobile
  • Manage schedule of deployment to optimize user response and actively manage customer-targeting lists
  • Generate, analyze, and interpret data for email, SMS, and push notification campaigns
  • Work closely with our policy, communications, product, and business development teams for strategic campaigns
  • Build structures, process, and guidance for local marketing teams operating in cities throughout India
  • Assist in the definition of the client’s entity relationship model and alignment of this to Dynamics CRM
  • Design and develop new systems based on Dynamics CRM 2015
CRM Business Intelligence Lead
11/2010 - 11/2017
Philadelphia, PA
  • Support existing Dynamics CRM-based applications
  • Works closely with other Global CRM groups (development team, world area / business unit representatives)
  • Generates reports based on team deliverables and present to management and counterparts
  • Escalates specific issues and provides recommendation to stakeholders to address them
  • Assists direct reports in resolution of escalations in CRM Support, ie. Change Request Deployment, system, reports and data maintenance – daily support and project management
  • Identifies problems, analyzes trends and implements corrective and preventive actions using quality tools
  • Schedules, coordinates and facilitates customer communication
  • Works closely with counterparts or POCs to identify loopholes and process gaps
  • Support projects related to quality improvement (such as Think Customer, QMS, etc.) and handles ad hoc tasks to support the objectives of the management team
CRM Team Lead-oahu
04/2007 - 08/2010
Chicago, IL
  • Participates in business conference calls
  • Creating and maintaining training materials, documentation and work instructions, including updated Knowledge Objects for helpdesk
  • Issue / Ticket troubleshooting and end user support
  • Experience in Microsoft Dynamics CRM, Microsoft SQL server & Reporting Services
  • Analyse, Design the solutions for the requirements and transform the same in terms of configuration and a Design Document for Complex Custom extension components.90. Multi Tasker having ability to Track & Prioritize the offshore activities on top of the Client Site responsibilities
  • Experience in the Pharmaceutical/Life Sciences industry and/or related systems (CRM, Salesforce.com, Veeva)
  • Manage operational processes such as Customer Maintenance, Roster, Targeting and Alignment, and Helpdesk escalations by leading vendor teams and performing hands-on issue resolution
  • Improve operations by constantly looking for ways to drive efficiency and increase quality

Education


DeVry University's Keller Graduate School of Management
2002 - 2007
Bachelor's Degree in Marketing

Professional Skills


  • Has strong analytical skills, with proven ability to work under pressure
  • Excellent communication skills to effectively share and present information with key stakeholders and business units across the company
  • Demonstrated leadership, organizational, follow-up, strategic, critical and innovative thinking, problem solving and analytical skills
  • Independent worker with excellent collaboration skills
  • Strong interpersonal communications skills. The ability to manage multiple projects simultaneously is required
  • Has sound problem solving skills, a positive outlook and a can-do attitude
  • Prior experience working in a Sales Operations environment is required

How to write CRM Lead Resume

CRM Lead role is responsible for sql, retail, finance, training, integration, gis, database, security, coding, architecture.
To write great resume for crm lead job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For CRM Lead Resume

The section contact information is important in your crm lead resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your CRM Lead Resume

The section work experience is an essential part of your crm lead resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous crm lead responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular crm lead position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative CRM Lead resume experience can include:

  • Strong data skills; SQL experience a major advantage
  • Strong/Proven Vendor selection and management skills/knowledge
  • Thorough strong understanding of project management methodology and system development lifecycle principles, validation & qualification
  • Effectively communicate and present to internal stakeholders and executives on program performance and projects
  • Demonstrate strong background of commercial acumen & knowledge
  • Demonstrate experience of customer management

Education on a CRM Lead Resume

Make sure to make education a priority on your crm lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your crm lead experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in CRM Lead Resume

When listing skills on your crm lead resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical crm lead skills:

  • Have exceptional communication skills, including effectively communicating with and possibly interpreting between technical and non-technical team members
  • Can demonstrate through experience organizational and project management skills in the area of CRM, specifically geared at transformations and implementations
  • Strong problem-solving ability and critical thinking skills
  • Possess strong analytical, planning, organizational and interpersonal skills
  • Has good relationship management skills – is able to engage with and gain confidence of others and maximises contribution to initiatives
  • Capable of working effectively under pressure in a multi-cultural environment, at any level of the organization, with a variety of stakeholders

List of Typical Experience For a CRM Lead Resume

1

Experience For CRM Team Lead Resume

  • Responsible for the release management, prioritizing and coordinating the projects
  • Strong understanding of web technologies in general, specifically HTML5, JVS, SQL, SOAP & REST API’s, etc
  • Strong technical, software, and integration background, in particular, in the areas of CRM, enterprise computing, and Call Center Technologies
  • Manage and maintain custom objects, fields, formulas, validation rules, custom workflow, and approval processes
  • Experience in CRM program management
2

Experience For CRM Business Intelligence Lead Resume

  • Analyze and validate CRM/C4S solution with configuration and data in line with global support CRM team
  • Database marketing experience with multi-touch targeted communication strategies
  • Demonstrated ability run the business while changing the business
  • Experience presenting to executives on a regular basis
  • Foster effective working relationships with customers, the sales team and internal stakeholders
  • Create a centralized approach to CRM Master Data providing a solid corner stone for one-company management of business critical customer engagement data
  • Experience working with Dynamics 365 Portals or ADX Studio
  • Experience integrating MS Dynamics with SharePoint / Azure Blob for document management
3

Experience For CRM Solution Architecture & Adoption Lead Resume

  • Experience creating customizations, business process flows, and workflows for Dynamics CRM
  • Experience sharing code and modules through enterprise source code management systems
  • Work with the Project Directors for the SBS CRM Migration Project to define the roadmap and validate user stories
  • Monitoring of schedules/diaries to ensure the smooth running of sales activities, coordinate the quarterly relationship assessment plan
  • Preparing plans, strategies and business cases for leadership presentations
4

Experience For CRM Team Lead-oahu Resume

  • Collaborating with segment and business units teams
  • Proficiency in using program management, planning, tracking, collaboration, and financial tools
  • General knowledge of CRM, SFA, ERP, or marketing automation systems
  • Work with the webteam and ensure all URL’s are driving traffic to the right websites and pages
  • Identify the need for and provide additional process training to the sales team
5

Experience For IT Americas CRM Lead Resume

  • Provide customer service to users through Q&A and support of end-user requests
  • Perform hands-on development work to customize, configure, maintain and troubleshoot BCG’s Microsoft Dynamics CRM platform and related tools
  • Build and manage custom objects, page layouts, workflows, and alerts as required Build, Manage & Maintain ‘Chatter Groups’ external & Internal Interface
  • Provide support for other Sales operating System Implementation in SFDC as needed. Analytics & Log Issues highlights & Key Support internal ‘support mailbox’ for Salesforce.com
  • Certificate program in IT / Sales profile
  • Accountable for KPI’s and SLA’s in regards to Application Maintenance
  • Lead the technical customer integration implementation of the platform with regards to ViaSat’s strategy for technical configuration, and system integration
  • Engage with and guide world-class Customer CARE, Sales, Marketing, IT, and Engineering teams to successfully define and deliver on project roadmaps and milestones
  • Proven experience with complete CRM product life cycle in a production services environment, including design, implementation, load and scale testing, deployment and maintenance
6

Experience For CRM Program Lead Resume

  • Make highly effective presentations
  • Customer centric with a passion for digital experience
  • Highly organised and an excellent planner
  • Flexibility to travel offshore when required
  • Ensuing timely resolution of user problems within assigned areas of responsibility and delivery of agreed upon SLA’s related to system uptime, data loads, etc
  • Plan, organize & follow up the process of data cleansing to ensure the correct data are leaded in the CRM/C4S after the implementation of the system
  • Master the CRM/C4S processes & system in details, be the key contact for the employees and the global support CRM team
  • Plan, organize and execute local trainings for the end CRM users at our customer center
  • Prepare materials, manuals and other documents connected to trainings and support of the CRM/C4S system after the implementation based on materials provided by CRM/C4S program
7

Experience For CRM Business Lead Resume

  • Provide performance measurement of users, data, customer information, marketing campaigns and system effectiveness to the BLM and other users after BLMs approval
  • Create reports and provide analysis of business data from using the tools available in CRM/C4S system
  • Support the local social media in the region (LinkedIn, Youtube etc) and coordinate communication action with division
  • Responsibility for regular webpages update
  • Act fully in line with all internal standards as well as legal regulations relevant for the job performed
8

Experience For CRM Product Lead Resume

  • Take full responsibility and ownership of own professional development and actively participate on development activities in line with set development plan
  • Execute other job related activities assigned by direct superior
  • Providing thought leadership around planning and execution of marketing activities and tactics that make use of advanced targeting practices, consideration of customer journeys, and contact strategies across the US and Canada
  • Partner with the field sales team to serve the customer and ensure their journey is as seamless as possible through optimising the customer buying process
  • Experience/knowledge of some of the following marketing technology platforms: Eloqua, Marketing Cloud, DMP Bluekai, Demand Side platform, Merkle CRM, Sales force, Lattice
  • Determine our CRM strategy and the path to accomplish this strategy
  • Working with key partners in Global Information System, implement the selected CRM tool (MS Dynamics 365) and ensure that the setup supports CRM goals and strategies
9

Experience For CRM Lead Developer Resume

  • Create and implement on-going testing plans to improve program efficiency of our CRM programs
  • Work to integrate CRM learnings and initiatives with Retail and Retail Marketing
  • Partner with GIS and analytics teams to ensure databases, systems and tools support CRM goals and strategies
  • Assist program and traffic owners in the development of programs and tactics that utilize the tools, information and capabilities of the CRM system
  • Identify new, innovative opportunities to grow sales with CRM strategies
  • Work with analytics teams to derive customer level insights to inform and support CRM initiatives
  • Subject matter expertise in CRM solutions and programs
  • Develop the long-term vision for the program
10

Experience For CRM Production Lead Resume

  • Lead and manage direct reports and outside vendors as required
  • Report on tests, campaigns and programs on a regular basis
  • Instigate and project manage initiatives from development to implementation
  • Ensure the team act as a liaison between Sales, Onboarding and Fulfilment, Credentialing, Customer Support, Legal, Finance and Customer Operations teams providing a single point of contact for all sales related processes, ensuring Time to Revenue is minimised
  • Drive appropriate level of commercial/sales knowledge within the team, to provide effective & valuable proxy coverage for field sales teams
  • Provide commercial, reporting & administrative support to a vertically aligned team
  • Identify customer problems & challenges that lead to future sales opportunities by being the point contact for day to day enquiries
  • Be the ‘last line of defence’ for data hygiene management within the CRM system, ensuring that customer accounts, opportunities and communication records are kept up to date and accurate
  • Identify improvements to process or sales focus by remaining current on industry trends, market activities, and competitors

List of Typical Skills For a CRM Lead Resume

1

Skills For CRM Team Lead Resume

  • Experience with CRM tools and platforms such as Microsoft Dynamics 365, although experience with this specific tool is not required
  • Eight + years of proven track-record of developing and growing profitable online marketing programs via CRM programs and solutions
  • Experience leading planning, forecasting, and measurement activities or functions
  • Proven track record in managing and leading projects
  • Proven track record of successfully leading and managing support teams
  • CRM experience working on building scalable software solutions
2

Skills For CRM Business Intelligence Lead Resume

  • Demonstrated outstanding networking capabilities and exhibit a professional demeanour and business maturity
  • Experience working with data migration and loading for Dynamics CRM
  • Experience delivering internet facing public sector web applications and sites
  • +7 years of marketing experience and expertise, preferably in CRM, lead generation, and/or digital / direct marketing
  • Highly organized, ability to project manage and balance competing priorities
  • Sound experience in implementing large scale CRM and web Social interaction solutions for speciality retailers
  • More than 10 years of experience working as Case Manager with Health and Human Services
  • Previous experience of Salesforce implementation desirable, including ability to create and provide solution recommendations based on Salesforce best practices
  • Experience of implementing change management
3

Skills For CRM Solution Architecture & Adoption Lead Resume

  • Demonstrated strength in problem analysis and solving
  • Strong aptitude for learning new systems and different applications
  • Adaptable to new environments, situations or demands, changing priorities
  • Experience working in a high demand work environment
  • Experience developing thin client web and web services enterprise applications
  • Experience working with City of New York agencies
  • Email marketing and CRM experience
  • Creative flair and a good understanding of design
4

Skills For CRM Team Lead-oahu Resume

  • Is a strong communicator – written, pictorial, presentational, verbal
  • Major impact on the online customer experience
  • Strong attention to detail and proficiency with data analysis and technical tools
  • Demonstrated proficiency in building solutions using CRM/Client technology/Salesforce in Banking and Finance domain
  • Experience of working with colleagues on a global basis based in multiple locations
  • Support the Capability Owners to balance and refine the backlog to ensure that delivery of technical and architectural enablers are appropriately prioritized
  • Strong presentation, facilitation, negotiation, collaboration and communication ability
5

Skills For IT Americas CRM Lead Resume

  • Experiencein CRM with 5 in the Digital and Web Social space preferable but domain knowledge of CRM essential
  • Experience with Salesforce.com in a technical role
  • Driving marketing activities including a selection of lead generation, direct and digital marketing, CRM and database management
  • Creating and maintaining training materials,
  • Understanding of budgeting and finance concepts to ensure projects are adequately planned and funded
  • Inspiring and collaborative leader, model of agile leadership approach with the ability and attitude to work both tactically and strategically
  • Coordinating and collaborate with multiple teams to investigate problems. Track system activity to ensure the service is operational as defined by SLAs
  • Ensuring proper documentation in place for support teams (i.e. Run Books, SOP’s, etc.)
  • Guiding development teams and monitoring build progress and compliance with standards
6

Skills For CRM Program Lead Resume

  • Ensure the team are a direct point of contact for the customer, including the handling of incoming customer queries & account development
  • Report on operational status by establishing KPIs and driving measurable improvements over time
  • Actively participate in key ceremonies, including Sprint planning, demo’s and retrospectives
  • Develop training materials and conduct training sessions
  • A super user of email marketing or marketing automation software
  • Is both a natural leader and a team-player, who is comfortable working in a fast-paced and collaborative environment
  • Drive interactive/web marketing creative across AMS region
7

Skills For CRM Business Lead Resume

  • Support the growth and expansion of HP.com online shopping
  • Provide 2nd level support resolving functional and system issues identified or escalated by Business Partners and Global Business Support teams on CRM platform
  • Support a suite of technologies and applications not limiting to CRM
  • Be creative in providing new ideas and potential technical solutions
  • Provide ongoing support to end-users
  • Hold the role of CRM application administrator – maintain the data of existing users, create the new users etc
  • Is able to translate various viewpoints into single, common goals and build consensus
  • Flexible and adaptable, ability to thrive in a fast-paced deadline oriented environment
  • Be successful in a matrix organization
8

Skills For CRM Product Lead Resume

  • Proficient with Microsoft Office: Word, Outlook, PowerPoint and Excel
  • Extensive experience in designing and developing large scale technology solutions with substantial insights into CRM/Client technology/Salesforce platforms Exposure to integration of CRM/Client technology/Salesforce with Enterprise applications
  • Understands different project methodologies, project lifecycles, major phases, dependencies and milestones within a project, and the required documentation needs including AGILE
  • Conduct training with the help of academy and mentoring with respect to domain
  • Provide inputs during goal setting and performance appraisal
  • Mentor new joiners in EAS function on an ongoing basis
  • Provide support to various project managers in identification of training needs of their subordinates
9

Skills For CRM Lead Developer Resume

  • Proficient in one or more of Sales, Service, Community or Financial Service Cloud
  • Exposure to Data security and regulatory controls
  • Able to sit for long periods at a desk
  • Able to read and review large quantities of printed material or online material
  • Equity Syndicate and Event Management: Syndicate supports the firm's global syndicate business such as IPO's, secondary’s and blocks. Events Management focuses on Equity and FICC Events,such as deal roadshows, corporate access, industry conferences and research marketing
  • Manage the internal CRM landscape and track competitive product features and trends
  • Work directly with our internal business partners, to ensure alignment to commercial business outcomes
10

Skills For CRM Production Lead Resume

  • Responsibility for the Distribution CRM team members within Capability teams
  • Accountable for financial and operational performance of the Capability [Product] teams
  • Provide the technical leadership to the team and CRM Capability centric input into key decisions for innovation and strategy
  • Work closely with the Distribution Core Platform Capability lead and well as the regional heads in Asia and the US
  • Work closely with Epic Owners and Capability [Product Owners] to ensure appropriate technical sequencing of change and influence Capability Owner to manage technical dependencies with other GT Capability [Product] teams and shared services
  • Strong Understanding of HIPAA requirements (Data Security, Encryption, storage, handling, etc.) and associated system impacts

List of Typical Responsibilities For a CRM Lead Resume

1

Responsibilities For CRM Team Lead Resume

  • Utilise reporting & business tools to support sales leadership with analysis and recommendations on sales performance & development opportunities within sales processing
  • Maintaining professional market knowledge by utilising educational workshops; reviewing professional publications and networking and sharing across the commercial teams
  • Accountable for data hygiene management within the CRM system, ensuring the team perform the role of ‘last line of defence’ ensuring that customer accounts, opportunities and communication records are kept up to date and accurate
  • Excellent prioritisation skill
  • Supports effective change delivery by building relationships with and between senior strategists, planners, designers and operational business partners
  • Secure cross Value Chain alignment, drive best practices and consolidate the platform functionalities and its frame work
  • Experience with project delivery and execution with native and custom installations for Dynamics CRM 2011 / 2013 / 2015 / 2016 / 365
  • Demonstrated ability to deliver projects and products in an Agile project management environment
2

Responsibilities For CRM Business Intelligence Lead Resume

  • Web development experience (minimally, but not limited to JavaScript / NET 4.x / WCF / jQuery / JSON / HTML5)
  • Experience with inclusive design (Accessibility)
  • Working with email, SMS, push and in app messages support the roll out of global CRM programmes
  • Work with all marketing teams to run test and learn programmes and drive continual optimisation
  • Influence positioning of CRM in overall IT architecture landscape
  • A love of marketing technology
3

Responsibilities For CRM Solution Architecture & Adoption Lead Resume

  • Accountable for governance & controls to ensure accuracy & highest quality of work at all times
  • Monitor and ensure accuracy of work completed by the sales department
  • Identify, design and implement process improvements in the areas of customer contracts, customer fulfilment, reporting, billing reconciliation, revenue tracking, and other related areas
  • Serve as the CRM expert for the sales force and assist with IT implementation of new sales tools
  • Implement best practice & process directions from US functions
  • Provide frequent progress updates to Senior CRM Manager and maintain an open and honest dialogue
  • Drive and implement companywide CRM strategy
4

Responsibilities For CRM Team Lead-oahu Resume

  • Establish and drive cross functional key user community & cross BU advisory board
  • Drive continuous developments and improvements related to CRM
  • Through this support an agile organizational set-up to enable Business Unit functions to operate based on a clear role/responsibility model while at the same time ensure adequate alignment across the organization
  • Support and ensure the business in undertaking the necessary preparation activities to allow process changes to be successfully embedded, including training and communication materials
  • Successful planning of a complex programme of technology change, including coordination of technical business requirements gathering, solution design, delivery planning, release management, resource management and financial planning and budget management/tracking
  • Accountable for and advanced knowledge of: programme planning, including the progressive elaboration of scope into detailed work packages underpinning a critical path at the programme/project level
  • Line management responsibilities of circa 4-5 colleagues. Matrix manage and direct teams of upto 50-100 project team members
5

Responsibilities For IT Americas CRM Lead Resume

  • Exercises day to day responsibility for the successful delivery of a programme/suite of projects to plan, budget and agreed quality and governance standards
  • Successfully influence and drive change. Has interaction skill necessary to routinely team with senior management on issues that concern multiple functions
  • Knowledge of applicable data privacy practices with appreciation of PII and legal implications of cross border data transfers
  • Abilty to plan, strategise & drive implementation to achieve coordinated objectives
  • Strategic thinker with the ability to understand both technology and the business
  • Responsible to lead a team and manage platform stability
  • Monitor and maintain operational readiness of all Siebel/Salesforce Environments DEV thru PRD
6

Responsibilities For CRM Program Lead Resume

  • Work with other teams to resolve infrastructure related problems (i.e. Server, Network, Storage and Database) where appropriate
  • Coordinate integration of White Rewards elements into current Loyalty CRM system
  • Advise Comms Leads in development of Below the Line (BTL) contact plan across WW and BP Channels
  • Leverage Accenture data analytics, segmentation, campaign analytics for Integration readiness
  • Work closely with Legal and IT&S to understand data privacy implications
  • Build and develop efficient solutions and provide technical guidance and leadership through the end-to-end delivery of the CRM System
7

Responsibilities For CRM Business Lead Resume

  • Ensure that all solutions are lightweight, scalable, completely secure, and built to an appropriate level of quality
  • Frequently collaborate within the development teams and other key team members (Business Leads, Vendors, and Stakeholders)
  • Strong problem solving skills – ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers (both internal & external)
  • Experience in advanced analytics or analytics related field; demonstrated examples of driving impact from advanced analytics in ‘big data’ environments
  • Collaborate with relevant business stakeholders to define and keep updated the system architecture and roadmap for the Salesforce platform (in respect of the assigned business area)
8

Responsibilities For CRM Product Lead Resume

  • Lead and/or participate in assignments concerning development of solution designs based on the Salesforce platform and arriving at a quality, optimal and effective solution
  • Continuously leverage available research and apply existing knowledge, data and analytics to ensure that the work is customer-centric and focused on our customers’ needs
  • Build integration strategy based on instructions and pre-established guidelines from a Technical Architect using existing tools available
  • Work with Platform Architects to ensure compliance to architectural, security and data strategy for his/her Salesforce platform
  • Analyse data quality requirements, define data quality plan and execute
9

Responsibilities For CRM Lead Developer Resume

  • Lead strategic and operational projects and implement advanced commercial solutions or improvements
  • Team player; open minded, creative thinker
  • Handle multiple projects simultaneously and critically assess pertinent information
  • Rapidly understand strategic objectives and create robust application solutions
  • Innovate and translate vision and ideas into sound architectural designs and technical solutions
10

Responsibilities For CRM Production Lead Resume

  • Handle multiple projects simultaneously and meet deadlines is required
  • Navigate through rapid changes, flexibility and agility to adapt to changes
  • Innovate and translate vision and ideas into architectural designs and technical solutions
  • Resolve conflicts between team members both local and remote
  • Influence team members and Senior management
  • Deliver complex information/feedback/news/etc. in a clear and concise manner
  • Work on different modules in Commission management
  • Possesses Salesforce Certifications

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