Wilson D'Souza resume

1. Wilson D’Souza
San Jose, CA 95125 (650) 968 4841
wilson13@hotmail.com linkedin.com/in/wilsondsouza13
Sr. 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. 2015
Consultant, 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 2010
Consultant- 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

2. • 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 2008
Vice President, ClientInteractive TechnologieswithGWIM
• 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 2006
Sr. 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.

3. • 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 RightApproach - Critical SuccessFactorsfor eCustomers
Postgraduate Program - AdvancedStudiesinSoftware ExportTechnology(ASSET) 1996
Diploma in Mechanical Engineering(Bombay,India) - 1994
Additional Information:
Certified youth soccer coach at AYSO San Jose, Region 1631
AYSO 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.