Angela Sutherland

Background

About Angela Sutherland

SELECTED ACHIEVEMENTS Traveled to 11 countries to implementation a global CRM application in 13 languages for 17 countries with one data warehouse for sales, service and marketing. Configured, designed/developed, trained, and supported each location. Reported progress directly to the IT Project Portfolio Board. Results: Central data repository allowing management to analyze key data points and make better business decisions. Designed a Lotus Notes relay database to push incoming emails into a CRM system. Organized/created business rules to recognize the subject matter and categorize incidents into unique queues. Result: Identified a creative way to reduce the number of tech mailboxes and cut support cost. Put live assistance with co-browse (screen share) function into operation within a new E-Commerce site. Result: Reduced required customer support by allowing immediate instructional answers to questions within an interactive environment. Assisted in the development and testing of a custom Cisco/CRM CTI (computer telephony integration) implementation. Result: Cut down on call response time and increased customer satisfaction by eliminating the need to identify the caller. Headed a global project to design/configure/deploy a consumer FAQ interface covering five brands and seventeen countries. Results: Strengthened our position in the market by providing a solution not offered by our competitors. Converted MS Access system (55.dba files, 1,592 tables, Oracle odbc connect, 2442 queries) into one hybrid SQL/MS Access system. Results: Cut processing time by half freed up manual work time by implementing automated DTS and triggers and allowed database growth.