Who am I?

Ms. Dimon has over 20 years of work experience within the IT industry. She has added value to large-scale customer projects in the areas of CRM project management (through the entire system life cycle--from the design phase through testing and production), system integrations, and telephony network architecture. Ms. Dimon has played key roles on projects spanning various industries such as federal government, management, financial services, insurance, manufacturing, retail, aerospace, credit card, hospitality, travel and expense management, pharmaceutical, mining and metals, and media. Ms. Dimon is currently a consultant with the CSC Customer Solutions Practice (CRM). She has excelled in customer relationship management solutions and guiding clients towards more efficient operations through process and tool consolidation with standardization. She has designed, selected, developed, and implemented business processes and software systems using packages such as Siebel, Oracle database, Oracle Marketing Online and HRM, Kana, and SAP. She has also managed newly created and developed systems and applications. Ms. Dimon has documented and designed data requirements for several marketing programs for a large utility company covering Ohio, Indiana, and Northern Kentucky. She led the general requirements gathering and documentation for adding a new program to the IVR. She designed telephony requirements for four new marketing programs for increasing bandwidth and defined new and efficient data and phone paths to multiple third party locations. She was responsible for assisting in developing CSC's thought leadership for high performance contact centers and customer intelligence marketing. She created a training program for the CSC Portal site for CSC's Human Resource worldwide organization. During a package evaluation and process redesign for a large U.S. economic and business development state agency, she assisted in determining all the multi-faceted divisions within the agency to create a workflow and implementation solution application using the Siebel application. She led workshops and surveys to obtain best practices and processes to fit within a possible application. She evaluated Siebel, Clarify, PeopleSoft, Onyx, Pivotal, SalesForce.com, and Microsoft CRM solutions. For a large travel corporation, she led the discovery team for Oracle Marketing Online as it applies to travel marketing and advertising processes and implemented some of the design for Oracle Marketing Online and Oracle Discoverer for merging e-mails with vendors, partners, customers, and travel agents worldwide using CSC's Catalyst methodologies and Rational Unified Process use cases. These applications were integrated with Sabre, Contracts, and Oracle HR and Financials. On a Kana full life cycle implementation (discovery, design, develop, and deploy) for a large national travel agency, she configured and implemented the CRM Kana eService product for three call centers. She wrote the design documents and configuration workbook, and she configured the application for customer rollout. She integrated Kana eService with Kana Response. Ms. Dimon was assigned to a major business change project at an over $1 billion division of a Fortune 50 consumer credit card company. She led multi-discipline consultant and client teams through a large-scale business change program integrating business and information technology architectures. She interfaced with senior executives to define enhancement to their direct channel model and drive rapid, sustainable result that impacted their internal business with consumers. She reorganized and streamlined client processes to restore customer confidence and satisfaction by improving predictability, expanding fulfillment capability, and increasing call center productivity to position the client to achieve a 38% volume increase in outbound calls by reducing the average handle time from 15 minutes to two minutes and reducing the CTI routing and screen pops from two minutes to 30 seconds over satellite and fiber telephony globally. Technologies used were Kana, ODS, Melita, Davox, and Oracle. She managed the design phase through the entire building of the infrastructure through the entire life-cycle of the implementation, testing, and production for a global credit services company, including consolidating domestic call centers. She managed a team of business analysts, environmental engineers, network architects, project managers, developers, and partners on large implementations for Fortune 10, 100, and 500 customers. During an SAP Human Resource project for the largest airline in the U.S., Ms. Dimon led a multi-faceted Genesys CTI, Cisco IVR and SAP integration project with Kana. She led a team to complete within budget and schedule a Kana project with 80% customizations for 400,000 retired, former, and current employees. Ms. Dimon served as the project manager for two of the largest internet travel programs. She applied Internet development methodology to deliver high-level resource, schedule, and budget requirements for addressing business and technology design, development, and implementation. She defined business requirements and system design, developed a point of sale through order fulfillment and data synchronization applications, integrated office automation software, and assisted with the design of the web architecture. She led the integration for B2B and B2C development of a Kana Application using Webridge, Apropos/Genesys, and Oracle for a customer in the e-insurance and retail consumer industry. She led integration of Kana's .asp pages with adapters to interact with telephony products with VoIP for routing calls, e-mails, webworms, co-browse, and call back features using CTI integration modules. She led thin client architectures integration with various components such as several ACD modules using IVR VoIP solutions integrated with Genesys, Geotel, Davox, and Melita for in- and out-bound call routing functionalities. Customers included multiple call centers and retail centers. As the e-commerce deployment manager for several large divisions and regions within a government agency including, Ms. Dimon led the implementation of various military branches to connect IP throughout specific networks using Cisco Directors and Big5 Load Balancing. She integrated their accounting systems with Sabre back office ADS for reporting and used TPF language for multi access for travel and expense management. Ms. Dimon was a program manager for e-business travel for the Wall Street Financial District. She was responsible for the development of a schedule with key milestones, identification of risks with contingency plans, and allocation of project resources. She facilitated communications upward and across the project team, including project status, justifications for variances, recommendations for major changes. She also led the technical information architecture, design, and implementation objectives. She organized projects through the development of a project plan, which included communication of goals as defined by the user, definition of project strategy and she identified roles and responsibilities of key project groups. She was responsible for deploying and managing staff and quality controls for test plans to meet the project requirements. For large military regions in excess of $250MM in annual revenue, Ms. Dimon designed network architecture and environmental design for their travel e-commerce solutions. She managed project personnel, deadlines, and budgets. She ensured that implementation of the product, system, or service satisfied the specifications so it was maintainable and extensible to accommodate 10da future enhancements and maintenance. She ensured that documentation got the appropriate level of technical and functional review support. She served as Program Director of new product deliverables for e-commerce solutions for the world's largest travel program company. She performed intranet/extranet/Internet product implementations and project management for .asp development. She implemented e-commerce applications with integrated accounting systems for clients for their travel management and accounting programs for the federal government, management and IT consulting, insurance, manufacturing, retail, aerospace, credit card, and several of the world's largest financial institutions for revenues resulting in over $300MM per year. She was the SAP implementation and vendor relations manager for the world's largest airline company in America. The implementations included Supplier Development, International Technical Engineering Operations, and Trade. She developed annual/monthly forecasts and plans for vendor activities and costs using SAP. She acted as the liaison between the company's departments and international vendors throughout the world. She planned, managed, and maintained a $32 million budget for 22 stations/branches. She was given signature authority for monthly vendor statements in excess of $800,000. Ms. Dimon performed customer relationship management tools development for large customer service organizations. She created and presented financial data to internal and external executive teams for various geographic market segments. She converted the CAB General Ledger to the new SAP General Ledger systems. She managed an internal/external sales force for national accounts in a 12-state region for the largest major travel/transportation information services provider. Ms. Dimon served as Meeting Planners International Board liaison to Fortune 500 CEOs. She sold advertising and technical programs to management companies, hoteliers, and travel suppliers, generating $12 million in revenues per quarter and exceeding goals by 193%. She presented new products to large groups at conventions, universities, and travel suppliers' board meetings. She sold industry information systems and software products and advertising to various multi-chain corporations. She was the healthcare pharmaceutical, hospital, and DME systems manager for the largest pharmaceutical and OTC (over the counter products) wholesaler in the U.S. She sold point-of-sale and pharmaceutical, hospital, and consumer products information systems in a 12-state region. She designed and implemented nationwide sales and marketing strategies for multiple sales regions. She managed relationships with the wholesale/distribution for consumer and pharmaceuticals industry (HMOs, PPOs, and hospital managed care institutions including nursing homes). She designed and implemented nationwide sales and marketing strategies for multiple sales regions. She designed and formed business plans with new market-entry pricing schemes for new product penetration to the pharmaceutical and hospital information systems industry in the Southeastern United States. She installed pharmacy, hospital, and nursing home systems and networks for 3PM, PAM and TBL products interfaced with HBOC. She sold the largest systems and sold the highest dollar volume consistently nationwide for four years and named top salesman consistently maintaining sales 199% above quota.