Wilson D’SouzaSan Jose, CA 95125 (650) 968 4841

wilson13@hotmail.com linkedin.com/in/wilsondsouza13Sr. Executive - Helping companies select and implement CRM strategies in order

to generate exceptional results.

Bank of America / Merrill Lynch – Global Wealth Management (GWIM) 2011 to Aug. 2015Consultant, Sr. Program CRM Strategy and Analytics • Leading teams that are instrumental in partnering with consumer banking and

wealth management, retirement and financial services executives to help them realize a customer-centric vision for their organizations. Accountable for leading multidisciplinary and multi-departmental strategic and quality initiatives.

• Managed teams that where responsible for developing and deploying an integrated client experience across multiple lines of business using one of the largest implementation of Salesforce Wealth Management (Service Cloud) and Siebel (Sales & Service) across all three lines of Direct Marketing resulting client interactions are intended to deepen relationships, increase satisfaction, improve the advisor experience and maximize business results.

• Annually delivered 50M+ customized client touches across phone, e-mail, direct mail and web channels while generating NNM (Net New Money) of $168M, Coordinated Enterprise Program Scorecard, Project Portfolio and analytics that improved KPI’s.

• Led initiatives to create a 360-degree view of the customer using Agile methodologies, “inspect-and-adapt” approach reducing both development costs and time to market in order to create profiles of clients and prospects and integrate all related information about the customer.

• Led teams in performing analysis, interpreting results, develop summaries and generate effective and optimal visual display to inform and operationally support Banking and Investment improvement initiatives and priorities

• Recognized solution expert with experience delivering presentations, webinars and workshops.

• Business owner of Salesforce.com platform supporting over 30,000 Financial Advisors, and Client Associates. Principle Owner of Critically Escalated Issues, Championed issue prioritization & key stakeholder in Issue Resolution.

Verisign 2008 to 2010Consultant- PMO• Led programs to develop worldwide strategy and delivery mechanism.

Responsible for managing and execution of firms overall CRM specifically Siebel 8.1.1 Sales and Marketing modules in line with the organizations key performance indicators namely PMO metrics and ROI.

• Responsible for managing and administrating $3M program budget. Key point man, responsible for working with vendor relationship in delivering word class solution to meet customer needs

• Successfully developed plans, for execution of Sales and Marketing implementations using Agile development methodologies. Thereby assessing the direction of projects throughout its development lifecycle. 

• Managed team of 30 resources responsible for Verisign internal IT and vendor resources

• Was extremely successful in creating a good synergy and strong working relationship between business, IT, vendor and product teams to deliver a highly complex and strategic rollout.

Merrill Lynch – Global Wealth Management (GWIM) 2006 to 2008Vice President, Client Interactive Technologies with GWIM

• Managed strategy and implementation for multi-channel marketing and sales programs to attract and onboard new clients, deepen existing relationships and retain customers.

• Annually delivered 50M+ customized client touches across phone, e-mail, direct mail and web channels using Salesforce Contact Manager & Siebel

• Championed implementation of real-time offer engine that provides sophisticated rules-based call routing and prioritized recommended interactions to agents in multiple call centers. The platform tripled offer rates and doubled revenue for retirement asset retention programs and improved brokerage client attrition by 15%.

• Provided ongoing campaign and client level analytics to inform segmentation and continuous improvement of the client experience.

• Technology owner of direct marketing and sales technology platform that includes Sales force Wealth Management, Siebel Call Center, Siebel Marketing, Unica, Portrait Interaction Optimizer and Exact Target e-mail.

Oracle | Siebel Systems 1998 to 2006Sr. Principle Consultant- Client Delivery manager, Professional Services• As Sr. Client Delivery Manager, responsible for the establishment of the

professional services group within the Silicon Valley and later in the northeast region.

• Responsible for managing professional services, business development, working with in-house sales and marketing team, project management teams and recruiting new talent while growing practice year over year.

• Managed worldwide implementations at 20+ customers, transitioned team from implementation partners to strategic business partner.

• Highly effective in working with Oracle|Siebel’s sales and marketing teams right from pre-sales to signoff. Consistently recognized by executive management in helping close $10M sales and service deals.

• Managed team of 100 resources across project life cycle. Proven Point person for Escalation Management, Issue Resolution that led to him be awarded the Siebel CEO Circle Award for Exceptional Performance.

• Established global implementations with great success, large clientele base and forward thinking objectives.

• Successfully directed various implementations team while evaluating and developing project managers, team leads, developer/analyst and support staff.

• Recognized numerous times for cost reduction, business development plans and developing strategic tools while implementing best in class industry solutions.

• Reputable for elevating organization into top revenue generating entities

AMX Informatix 1997 to 1998• Assisted enterprise clients in a wide variety of industries including banking,

pharmaceutical and network industry in developing best in class solutions. Designed and build, various custom application based on customer specifications while providing recommendations for monitoring, calculating, and reporting customer specific needs

• Increased efficiency and turnaround time of critical data collection project, project also saved thousands of dollars in distributive application costs

• Increased user satisfaction by uncovering major memory system flaws; improved user experience with increased speed on application return times

Education:

Henley Business School: Master of Business Administration (MBA), 2010

Dissertation: CRM the Right Approach - Critical Success Factors for eCustomers

Postgraduate Program - Advanced Studies in Software Export Technology (ASSET) 1996

Diploma in Mechanical Engineering (Bombay, India) - 1994

Additional Information:

Certified youth soccer coach at AYSO San Jose, Region 1631AYSO is the world’s biggest soccer club! AYSO Soccer provides quality soccer programs that enrich children’s lives. AYSO has 500,000 players in over 850 community programs nationwide.