neal kassner

* Negotiated $100M Proposal Bid/Statement of Work for California State Automobile * Association (CSAA) service business model reengineering * Created overall scope detail, including project management, functional design, * development and unit testing, telephony and deployment elements * Managed design of Customer Care applications, data/technical conceptual architectures for * V2V/Telephony (Call Centers), F2F (District Offices) and self-service (Internet, Kiosk) * delivery channels

* Managed all IS-related functions, supervised staff and all EDS/Origin subcontractors, and * consulted business units on technical/business feasibility within $50M budget * Developed and maintained software alliances with key business partners within * certification program * Renegotiated outsourcing contract with subcontractors to reduce operating costs by $2M * Increased e-Commerce trading partner base by 50% * Implemented new invoicing system to improve customer satisfaction by 20% * Relaunched total quality management program to produce 25% overall improvement in nine * key areas

* Established large-scale e-Business account referrals ($100M in license/consulting * revenues), developed marketing messages for R11i product bundle solutions and managed * outbound marketing initiatives * Achieved R11i field readiness across all e-Business 11i products within consulting, sales * and supports organizations, reducing support call volumes by 20% after product release * Developed and launched e-Business CRM R11i early adopter initiatives to integrate top 10 * ERP business accounts * Managed 15-20 subject matter experts within product development to deliver pre-release * R11 content to early adopters * Organized global road shows/user group conferences, set up virtual sandbox environments * for customer testing, and conducted technical workshops at strategic client sites

* More than 6 months experience building/managing a T-Mobile cellular retailer (indirect) store consisting of one Assistant Store Manager and four Retail Sales Associates in providing referrable customer experience in cellular phone technology while maximize gross profits for the company * Grew store traffic 100% as Store Manager (4 months) * Exceeded volume goals in every month as Store Manager (gross profit * 113% to goal, total boxes * 141%, new activations * 119%, upgrades 100%, prepaid * 285% and accessories * 117%) * Increased gross profit ( * 100%), total boxes ( * 80%), and conversions ( * 100%) * Increased T-Mobile quality ranking of retail store from 8th to 1st (8 stores) in 1st month and maintained top-2 ranking in all months subsequent