Clients

Current and Recent Clients

The SAS Institute
American Institutes for Research
National Science Foundation
National Institutes of Health
U.S. Census Bureau
Synthosys LLC

Summary of Prior Projects

Business Operations Improvement, Data Mining and Direct Marketing

  • Large mutual fund organization needed CRM support for their wholesalers.  Created, implemented and managed highly innovative B2B CRM mail & phone based (CTI) customer retention/contact programs. Broker/advisor campaigns included such technologies as computer generated handwritten messages and personalized outbound voice mail from their assigned wholesaler.  Extensive supplier and communications management was key to success.
  • Developed numerous CRM and analytic strategies for customer development and customer contact for telecommunications firms, retailers, card issuers, and mutual fund organizations. Developed and implemented over 100 predictive models of response, attrition/churn, activation/usage, migration, payment delinquency, fraud and profitability.  Reduced mailing costs by over $50 million at one financial services firm, and increased profitability by $200 million at one large telecommunications firm.   Engineered alternative customer service strategies, householding, and mail stream processes (Group 1, LPC).
  • Over a two year period, developed and implemented numerous contact strategies, segmentation models, and LTV analyses for a start-up consumer catalog operation.
  • Consumer packaged goods firm with loyalty marketing program required modeling and segmentation schemes that were more strategic than traditional response modeling.  Developed & implemented innovative segmentation system based upon consumer share of purchase (loyalty) and total purchasing.  Project involved the multi-year development of a proprietary consumer panel, a large scale customer database, as well as targeted communication strategies based upon loyalty and value.

Call Center and Operations Improvement

  • Large growing telemarketing firm was experiencing significant problems in identifying and recruiting high potential reps.  Over a nine month period, developed and validated an assessment instrument to identify high potential reps.  New screening method allowed improved recruiting, and allowed firm to focus on improving training and retention.
  • Large call center was unable to provide executive level reporting.   Developed and recruited team to integrate multiple call center data sources (Lucent, Seimens, AWD, Siebel).  Designed graphically oriented automated executive reports derived from the integrated data sources.
  • Large consumer packaged goods company used merchandise as part of their customer loyalty program.  A large scale investigation of order and fulfillment processes and systems (redemption patterns) revealed millions of dollars in fraudulent redemption.  Millions of dollars saved through preventive measures.
  • Large outbound telemarketing center needed to lower their cost per sale.  Developed and implemented multiple customer scoring systems for prioritizing their calling and improving ROI.

Healthcare and Pharmaceutical

  • A large health care accreditation organization required a comprehensive analysis of their existing servicing levels and the quality/satisfaction of their field auditors.  Based on extensive user interviews, a production application was designed and implemented to provide on-going executive and manager levels views of current trends (via tables & graphs).   Provided extensive training of IT staff in support of this application.  Work involved extensive use of SAS and SAS/GRAPH (i.e., using SAS to create PDF files).
  • For a large Japanese pharmaceutical firm, provided SAS programming for FDA reports, tables, listings, and ad hoc statistical analysis in support of Phase I, II, & III clinical trials.  Developed various macros to automate the report validation process.  Assisted in database spec review foran FDA NDA.  Work involved extensive use of SAS and SAS/STAT on VAX and UNIX.

Publication Process Improvement and E-Commerce

  • Large financial services organization had difficulties generating and distributing key collateral material to customers. Developed data driven document publishing which improved the company’s business efficiencies and opportunities through a combination of work flow analysis/re-design, and the creation of an EDMS system for simultaneous output to web, print and the sales force’s multi-media laptops.  Cycle times for key publications were reduced from 6 weeks to 6 days.
  • Developed personalized collateral generation system for mutual fund wholesalers.  Digitally printed collateral included graphical views of individual broker performance extracted from legacy systems.
  • Large financial services organization required a system that could provide greater analytic depth than off-the-shelf packages (WebTrends, Accrue).   Led team to develop and implement processes which linked web transactions (log files) and customer level asset data from legacy systems into a historical reporting system.

Decision Support & Systems Integration

  • Several large financial services and packaged goods firms required on-going executive level review of trends from corporate data repositories.   Developed data flows and led teams to build data marts to support OLAP tools (Cognos, Sagent), desktop user tools (Excel with VB, ACT), and SFA tools (Siebel).
  • For various financial services and telecommunications firms, designed processes, mapped data flows, and led teams which have integrated multi-platform databases (MVS, UNIX, VAX, PC) to support CRM analyses and campaign execution.
  • Conceived and designed a state-of-the-art Promotion Process Management system.  Recruited and led software development team.  Developed formal business plan to market and sell the product.
  • Developed several production marketing database systems designed for extracting, analyzing, and scoring individual customers.  At one telecommunications firm, the system allowed high speed customer data extractions and scorings from a 100+ million customer database. Database build required the processing of a half a terabyte of data and reformatting it into a 100GB billion record database.

 Data Warehousing & Production Processes

  • Rewrote and streamlined a complex large scale SAS based economic data analysis system for a large government client.   Production cycle times were reduced on average from 3 months to 2 weeks.  Managed 2 developers and 2 production staffer assigned to the processing, auditing, and summarization of data from 35 states.  Data for project was managed on 100  terabyte file system with 24 SUN processors.

 Staffing, Recruiting, and Training

  • Recruited, hired, trained, and mentored high performance teams in over half a dozen companies where I was responsible for building the analysis department from scratch.  Staff retention rate over the past 17 years has been 99%.

 New Business Development and Account/Project Management

  • Responsible for the successful acquisition and development of numerous large accounts.  Advocate of team based selling, Miller-Heiman, and SPIN.  Account manager for Philip Morris USA, First Data/Western Union Financial Services, Reese Brothers, National Geographic, Chemical Bank; Bank of Nova Scotia, and Van Kampen Funds.   Managed all phases of the project life-cycle (estimating, bid, proposal, start-up, contract negotiation, extensive requirements and specification review, change orders, coordination,  scheduling, and presentations).

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