Enterprise CRM/ERP programs at national scale — 100+ consultant teams, thousands of retail locations, and systems of record for institutions that live and die on data.
2013 – 2016IT Program Manager — CRM & National Retail SystemsT-Mobile
Directed a 100+ consultant team (onsite / nearshore / offshore) executing the MetroPCS/T-Mobile store TPM/CRM integration
Led 30+ DevOps engineers delivering CI/CD pipelines — deployment time −60%, stability +35%, post-release defects −40%
Developed national trade-promotion strategy across thousands of retail locations; BPR across sales, billing, order management & POS — compliance-control verification speed +20%
2016 – 2017CRM Project Lead — Fundraising & AdvancementDuke University
Co-designed SAP CRM and Fundraising Management (FRM) — the enterprise system of record for donor and gift information across Duke and Duke Health Development
Cloud-based mobile enhancements + real-time BI via SAP BI; led kickoff through full deployment
2017 – 2018Senior CRM Analyst / Team LeadCity National Bank
Assessed an underutilized SAP Marketing platform; built a capability roadmap translating unused functionality into measurable marketing/CRM outcomes
Led enterprise CRM strategy — acquisition, data consolidation, segmentation; integrated CRM with core banking systems; designed staff enablement programs
Enterprise proof
At national scale
100+ consultant teams directed · 30+ DevOps engineers led
Thousands of retail locations under a single trade-promotion strategy
Systems of record for donor data, banking CRM, and telecom retail
Founder proof
Delivered through ABG
Every role above ran through ABG Consulting — founder-level accountability on enterprise-scale programs
Same 20-person firm, growing 20% YoY the entire time
Named roster: Estée Lauder · Philips–Sonicare · Lockheed Martin — see §7 Exhibits