OCProjectManager.com

Strategic Digital Transformation Leader | Salesforce Programs & Healthcare IT

Transforming Businesses Through Technology, Strategy, and Leadership

Based in Orange County, California, I help healthcare organizations, technology companies, consulting firms, and enterprise businesses successfully deliver digital transformation initiatives that improve operational efficiency, enhance customer experiences, and drive measurable business outcomes.

With extensive experience leading Salesforce implementations, CRM modernization programs, healthcare technology initiatives, enterprise software delivery, marketing technology platforms, data integrations, and large-scale transformation efforts, I partner with organizations to align business strategy with technology execution. Whether launching a new Salesforce platform, modernizing legacy systems, or steering complex enterprise programs, I provide the leadership and governance needed to deliver successful results.

I specialize in Salesforce implementation, CRM transformation, healthcare IT, Agile program management, and enterprise digital transformation, helping organizations navigate change while minimizing risk and maximizing value. By working closely with executives, stakeholders, business teams, and technology partners, I ensure projects remain aligned with organizational goals from strategy through execution.

Serving clients throughout Irvine, Newport Beach, Costa Mesa, Mission Viejo, Lake Forest, Aliso Viejo, Laguna Niguel, San Clemente, Anaheim, Santa Ana, and the greater Southern California region, I also provide remote consulting services for organizations nationwide. Whether local or remote, my focus remains the same: delivering high-impact technology programs that create lasting business value.

From Salesforce transformation and healthcare technology modernization to enterprise program leadership and digital strategy, I help organizations turn complex initiatives into successful outcomes.

Key Areas of Expertise:

• Salesforce Program Leadership: Delivered multiple Salesforce implementations ranging from under $1M to $7M, covering Data Cloud (CDP), Service Cloud, Health Cloud, Marketing Cloud, Sales Cloud, Tableau, and analytics reporting tools—from discovery through post-Go-Live transition.
• Healthcare IT & SDLC Excellence: Led commercial and managed care programs supporting hospitals, clinics, and in-home patient services. Ensured regulatory compliance, seamless user experience, and operational efficiency across healthcare ecosystems.
• Stakeholder Engagement & Executive Communication: Built trust and alignment across clients, internal teams, consultants, vendors, and delivery partners. Demonstrated strong executive presence and stakeholder management throughout the program lifecycle.
• Strategic Roadmapping & Delivery Execution: Developed and executed digital roadmaps, managed resource engagements, prioritized deliverables, and oversaw scope, risks, dependencies, and budgets using Jira, Confluence, Smartsheet, and MS Project tools.
• Agile, Waterfall & Hybrid Methodologies: Successfully led cross-matrix teams through diverse delivery models, adapting to organizational needs and driving consistent results.
• Innovation & Consumer Engagement: Championed digital innovation through custom mobile app development, AI-driven solutions, and integrated social media and marketing platforms to enhance consumer experience and brand engagement.
• Process Optimization & Quality Management: Leveraged Lean Six Sigma tools to implement Total Quality Management (TQM) practices, reduce defects, and streamline delivery.

 Professional Experience      

Universal Technical Institute, Phoenix, AZ 

CRM Program Manager                                  

Core Competencies: CRM Program Leadership • Data Integrations • Short Code Messaging

Key Achievements & Responsibilities: Provide executive‑level leadership for enterprise CRM programs, establishing the vision, governance model, and delivery standards across CRM analysis, discovery, and end‑to‑end customer journey mapping. Led the current CRM evaluation to inform a keep‑or‑replace decision, ensuring alignment with business strategy, user experience, data architecture, and long‑term scalability. 

• Defined success criteria, standardized discovery frameworks, and guided cross‑functional stakeholders through structured evaluation, enabling informed investment decisions and reduced delivery risk.
• Ensure delivery of interim, business‑critical CRM enhancements while evaluating current‑ and future‑state platforms to inform long‑term CRM strategy.
• Lead cross‑functional and cross‑matrix teams, aligning business, technology, vendors, and delivery partners to shared CRM objectives and customer outcomes.

Infogain, Irvine, CA – Client: Kia USA

Sr. Technical Program Manager | Salesforce Data Cloud & SFMC Cloud Migration                                  

Core Competencies: Martech Leadership • Salesforce Marketing Cloud (SFMC) • Salesforce Data Cloud (CDP) • CRM Migration • Parallel Program Delivery • Offshore Team Leadership • SMS Short Codes • IP Warming • Stakeholder Communication • Budget Oversight • High-Volume Messaging

Key Achievements & Responsibilities: Led a $1.5M full-cycle migration from Adobe CRM to Salesforce Marketing Cloud and Data Cloud, transitioning operations from post-sales to production deployment and enabling scalable, data-driven marketing capabilities.

• Directed multiple Salesforce implementations concurrently, fostering collaboration across internal teams, client stakeholders, and technical experts to ensure seamless execution. Managed a global team of 30+ professionals, including offshore developers and onshore technical leads, navigating daily challenges in data exchange, migration, testing, and Go-Live deployments.
• Secured SMS Short Code approvals from major network carriers, enabling compliant delivery of high-volume transactional and promotional campaigns.
• Executed a strategic IP Warming plan across four dedicated IPs, establishing domain reputation and supporting delivery of 2–3M transactional messages and 1–2M promotional campaigns daily.
• Oversaw budgets across multiple workstreams, ensuring on-time and on-budget delivery while proactively mitigating risks and managing dependencies.
• Delivered weekly program updates to internal and client stakeholders, covering progress, risk posture, and financial status.
• Built and nurtured high-performing teams, hiring and mentoring direct and indirect reports to sustain long-term program success and operational excellence.

Madison Avenue Consulting, New York, NY – Client: Help At Home

Program Director | Salesforce Data Integration & Agile Delivery

Core Competencies: Salesforce Implementation • Agile Coaching • Jira/Atlassian Tools • MuleSoft & Snowflake Integration • Tableau Reporting • Business Process Optimization • Stakeholder Engagement • UAT & Production Deployment

Key Achievements & Responsibilities: Directed a full-cycle Salesforce implementation valued at $2.1M, transforming business operations and driving measurable gains in efficiency and client satisfaction. Spearheaded the creation of standard operating procedures and coached cross-functional Scrum teams and project managers through every phase—from initiation and requirements gathering to development, testing, and release management.

• Established and configured a Jira instance, optimizing workstream visibility and team collaboration through the Atlassian suite. Led targeted discovery sessions to validate and lock business requirements, minimizing rework and ensuring stakeholder alignment.
• Partnered with SMEs and business leaders to translate legacy operations into scalable, Salesforce-driven solutions tailored to client needs. 
• Orchestrated complex data integrations using MuleSoft and Snowflake, enabling seamless cross-platform data exchange.
• Designed and implemented reporting frameworks by integrating Salesforce with Tableau, empowering data-driven decision-making and supporting evolving BI needs. Delivered consistent program updates, proactively mitigated risks, and removed delivery roadblocks to maintain momentum and ensure successful outcomes.
• Maintained high-touch client engagement throughout the lifecycle, supporting transitions from UAT to production deployment with precision and care.

Perficient, Fargo, ND – Client: BlueCross BlueShield

Salesforce Program Manager | Health Cloud & Provider Portal

Core Competencies: Salesforce Health Cloud • Provider Portal • Agile & Waterfall Delivery • Stakeholder Engagement • Budget Management • Risk Mitigation • Cross-Functional Leadership • Cloud-Based Solutions • Healthcare Operations.
Key Achievements & Responsibilities: Led the end-to-end implementation of Salesforce Health Cloud and Provider Portal solutions for BlueCross BlueShield, overseeing a $3.5M program that enhanced operational efficiency and elevated client satisfaction across healthcare delivery channels.

• Developed and executed comprehensive project plans, guiding cross-functional teams through Agile, waterfall, and hybrid methodologies to meet critical milestones and release timelines. Provided strategic oversight across multiple workstreams, ensuring on-time, on-budget delivery despite complex program dynamics.
• Managed stakeholder communications, including program updates, change requests, and alignment across internal teams, external IT partners, and business units. Collaborated with product managers and IT stakeholders to deploy adaptive, cloud-based solutions that streamlined healthcare operations and improved service delivery.
• Negotiated scope, schedule, and funding with external partners, balancing competing priorities and resource constraints. Established unified goals and performance metrics to drive transparency and accountability across engineering and delivery teams.
• Led engineering teams through all phases of execution, applying Agile SCRUM, waterfall, and hybrid methodologies to optimize delivery outcomes. Monitored budgets, mitigated risks, and managed monthly invoicing and reconciliation of third-party consulting engagements.

Asperii, New York, NY – Client: DaVita                                                                                                                                         

Salesforce Program Manager | Service and Health Cloud Implementation & Agile Delivery

Core Competencies: Salesforce Service Cloud • Agile/Scrum Leadership • Client Engagement • Vendor Management • Budget Oversight • Risk Mitigation • Change Management • Jira & Confluence • Professional to Managed Services Transition.
Key Achievements & Responsibilities: Spearheaded the full-cycle implementation of custom Salesforce Service Cloud solutions, aligning deliverables with client objectives to drive measurable gains in operational efficiency and customer satisfaction across a $6.8M program.

• Facilitated cross-functional workshops to elicit and document business requirements, translating stakeholder needs into prioritized user stories and actionable tasks for Agile Scrum teams. Led Agile delivery cycles, managing sprints and tracking progress via Jira and Confluence to ensure high-quality outcomes within timeline and budget constraints.
• Served as the primary point-of-contact for program scope and client engagement, guiding teams through all phases of execution and release management.
• Directed vendor evaluations, RFIs, and RFPs to support upselling opportunities and strategic scope expansion.
• Developed and maintained detailed project plans, monitored execution, coordinated scope changes, and ensured alignment with evolving business goals.
• Oversaw resource scheduling and time tracking across internal and external teams to optimize delivery capacity.
• Managed a $6.8M budget, including resource utilization, subcontractor payments, and monthly client invoicing. Implemented formal change management processes to ensure controlled scope adjustments and stakeholder alignment.
• Led quality assurance and user acceptance testing (UAT) for each phase, ensuring deliverables met client expectations. Tracked and reported project status, risks, and milestones to internal leadership and external clients throughout the lifecycle.
• Coordinated a seamless transition from Professional Services to Managed Services, ensuring continuity and long-term support for sustained success.

CareMore Health / Anthem, Cerritos, CA

Program Implementation Manager | Healthcare Operations & Delegation Oversight

Core Competencies: Client Implementation • Delegated Health Plans • Medicare & Medicaid Programs • Compliance & Audits • Cross-Functional Leadership • Strategic Growth • Training & Change Management • Operational Excellence.
Key Achievements & Responsibilities: Led high-impact client implementation programs, fostering strong relationships between internal IT teams and external stakeholders to ensure seamless rollouts that enhanced satisfaction and operational efficiency.

• Collaborated with business partners to support strategic growth initiatives, delivering programs on time, within scope, and aligning organizational goals. Managed the full program lifecycle—from development and budget planning to implementation and compliance tracking—serving as a subject matter expert for day-to-day operations.
• Oversaw complex workflows during SNP/DSNP expansions, including Data Exchange, Provider Configuration, DoFR, Clinical Coordination, Credentialing, Claims, UM/CM, Compliance, Member Services, and Appeals & Grievances. Directed pre-delegation audit processes, ensuring timely submission of Clinical, Claims, Encounter, and Credentialing artifacts to secure full health plan delegation.
• Partnered with internal and external leads to launch and scale delegated payer programs across Medicare, Medicaid, and Commercial markets, ensuring seamless implementation across diverse geographies. Coordinated staff training for new client-facing programs, developed success metrics, and conducted post-launch assessments to ensure sustained performance and continuous improvement.

Concerto Healthcare, Aliso Viejo, CA

Healthcare IT Product Owner | Field Operations & Patient Experience

Core Competencies: Salesforce Field Service Lightning (FSL) • Mobile Workforce Enablement • Vendor Management • Scheduling Optimization • Stakeholder Engagement • Training & Support • Process Improvement • Patient Satisfaction.
Key Achievements & Responsibilities: Enhanced patient care delivery by designing and deploying mobile-based Field Team models using Salesforce Field Service Lightning, driving service efficiency and satisfaction across diverse healthcare markets.

• Led cross-functional coordination between business and IT teams to support facility expansion and extend coverage to underserved population areas. Oversaw integration and operations of the Field Team Scheduling system, streamlining product enhancements and managing system upgrades to ensure seamless functionality.
• Managed IT vendor relationships, ensuring licensing compliance and advocating for product enhancements to meet evolving operational demands. Provided frontline technical support for mobile devices (phones, tablets, PCs), resolving issues and delivering system training for newly onboarded Field Team members and care providers.
• Optimized scheduling algorithms to reduce travel time and align provider skill sets with patient needs, significantly improving operational efficiency. Maintained and analyzed survey collection systems, distributing actionable insights to stakeholders to boost member satisfaction and referral rates.
• Gathered business requirements and aligned IT initiatives to support evolving Field Team operations, ensuring scalable and sustainable solutions. Identified and implemented process improvements that reduced waste and increased productivity through strategic evaluation and solution design.
• Fostered a collaborative, high-performing team environment by coaching and mentoring peers, driving continuous improvement and team cohesion.

Anthem / Elevance Health, Richmond, VA

Program Manager | Agile Delivery & Cross-Functional Leadership

Core Competencies: Agile Project Management • Stakeholder Engagement • Risk & Quality Planning • Matrix Team Leadership • Requirements Gathering • Post-Implementation Support • Performance Feedback • Lessons Learned Documentation.
Key Achievements & Responsibilities: Applied advanced project management methodologies across diverse initiatives, delivering system requirements and business outcomes with minimal supervision. Led Agile teams of project resources and SMEs, proactively resolving issues and removing roadblocks to maintain delivery momentum and ensure high-quality execution.

• Developed comprehensive management plans encompassing resource allocation, risk mitigation, quality assurance, cost control, and scope definition.
• Documented business & technical requirements, created detailed project plans and established approval matrices to streamline decision-making and accelerate execution.
• Identified key stakeholders and assembled project teams, ensuring proper training and tools were in place for successful delivery. Coordinated implementation and post-deployment activities, supporting warranty periods and facilitating smooth transitions to operational support.
• Partnered with senior Initiative Owners and Stakeholders to align project goals with strategic business objectives. Provided performance feedback to team members and captured lessons learned to inform future initiatives and drive continuous improvement.
• Demonstrated effective communication and critical thinking skills, fostering trust and collaboration across cross-functional teams in a matrixed environment.

WellCare, Tampa, FL

Program Manager | CMS AEP Projects & Corporate Data Governance

Core Competencies: CMS Annual Enrollment Period (AEP) • Product Data Automation • Cloud Data Archiving • Regulatory Compliance • Cross-Functional Collaboration • Data Integrity & Accessibility • Healthcare IT Strategy.
Key Achievements & Responsibilities: Administered enterprise-wide CMS Annual Enrollment Period (AEP) projects, managing all phases from initiation through deployment to ensure timely, compliant delivery of Medicare enrollment solutions across the organization.

• Established a centralized Product Source of Truth by automating data flow from CMS Plan Benefit Package (PBP) systems into WellCare’s managed database—enabling accurate analysis, pricing, quality assurance, and submission for the upcoming plan year.
• Delivered a Corporate Data Archiving initiative, migrating legacy data to a cloud-based, cost-effective storage solution while preserving full searchability and accessibility. Collaborated with IT, Legal, and Compliance teams to ensure archived data remained unaltered, audit-ready, and aligned with corporate legal obligations and regulatory standards.

UnitedHealth Group / OPTUM, Cypress, CA

Senior Program Manager | Software Delivery & Healthcare IT | SDLC, Agile & Waterfall

Core Competencies: Software Release Management • SDLC Execution • Agile & Waterfall Methodologies • Six Sigma Process Improvement • Budget & Resource Planning • Stakeholder Communication • Regulatory Compliance • Capacity Planning • SharePoint Documentation.
Key Achievements & Responsibilities: Led quarterly and monthly software releases, managing SDLC-driven initiatives to deliver business-critical and regulatory compliance projects on time and within scope. Directed large-scale, complex programs using both Waterfall and Agile/Scrum methodologies to align cross-functional teams with strategic business goals.

• Simplified complex technical concepts for diverse audiences, enhancing communication and decision-making across business, technical, and executive stakeholders. Oversaw project budgets, resource allocation, and procurement activities, developing Work Breakdown Structures (WBS) to support delivery timelines.
• Proactively identified and mitigated risks, driving rapid issue resolution and maintaining momentum across parallel healthcare IT projects. Maintained centralized SharePoint sites to ensure version control, documentation integrity, and stakeholder access throughout the project lifecycle.
• Coached cross-functional and cross-segment teams, delivering multiple healthcare IT projects in parallel to meet stakeholder objectives and government regulatory requirements. Translated abstract concepts into actionable strategies, executing project plans that aligned with business priorities and delivery goals.
• Introduced Six Sigma tools to optimize delivery processes, reducing defect rates during testing phases and improving overall quality. Produced cost analyses and detailed status/budget reports to keep stakeholders informed and engaged throughout the lifecycle.
• Led departmental capacity planning, developing business strategies to forecast resource needs and align with current and future project demands.

Pardee Homes / Weyerhaeuser / Tri Pointe Homes, Los Angeles, CA

Field Operations & Technology Leader | Construction Tech Integration & ERP Deployment

Core Competencies: Field Technology Integration • Wireless & VPN Infrastructure • ERP Implementation (JD Edwards) • Vendor Management • Training & Change Enablement • Construction Scheduling • Real-Time Data Access • Scalable Business Modeling.
Key Achievements & Responsibilities: Developed and scaled a repeatable business model supporting new construction and warranty services across single-family and multifamily communities in Southern California and Las Vegas, NV. Led the deployment of wireless mobile technologies, streamlining scheduling and field operations while enhancing real-time data access for over 150 field staff.

• Engineered wireless systems that empowered construction and customer service personnel to update progress and retrieve project data on-site via mobile devices. Implemented wired and wireless networking solutions across remote trailer compounds, sales offices, and regional hubs, ensuring secure access to enterprise systems.
• Researched and negotiated procurement for a VPN rollout, connecting 70+ construction trailers to the company intranet across five regions. Directed vendor selection and implementation, aligning technology investments with evolving enterprise-level business requirements.
• Managed training and support programs for field staff, driving adoption of scheduling and service platforms. Coordinated ERP integration by deploying JD Edwards EnterpriseOne, unifying construction and customer service management systems for greater operational cohesion.
• Advised senior leadership on emerging technologies and delivery approaches, streamlining operations and enhancing project outcomes through strategic innovation.

ENGHOUSE INTERACTIVE, Phoenix, AZ

Systems Engineer | Telephony Systems Integration Lead | IVR, CTI & Voice Automation

Core Competencies: IVR & IWR Systems • CTI & Voice Recognition • Windows Server Deployment • Dialogic Hardware • Nuance Integration • Legacy System Connectivity • WAN/LAN Configuration • Project Management • Cost Optimization • High-Availability Infrastructure.
Key Achievements & Responsibilities: 

• Led end-to-end integration and project management of advanced telephony systems, including IVR, IWR, CTI, voice recognition, text-to-speech, and Fax Servers—delivering scalable, high-availability communication platforms aligned with business goals.
• Managed project scope, budgets, schedules, and dependencies, ensuring timely delivery and rapid issue resolution across multiple client engagements.
• Configured and deployed Windows-based servers, utilizing SCSA-standard Dialogic voice cards on Intel-based Compaq, HP, and Dell hardware platforms.
• Engineered telephony server connectivity, supporting analog, T1, E1, and ISDN interfaces to enable flexible and scalable infrastructure.
• Implemented CT Connect Server APIs, including CTC_CP and CTC test modules, to enable seamless CTI functionality and integration with enterprise systems.
• Integrated Nuance voice recognition with Dialogic hardware/software, enhancing user interaction and automation capabilities.
• Established cross-platform communication, linking Windows servers with legacy systems including UNIX, OS/2, and AS/400.
• Configured WAN/LAN links using multiple protocols to ensure secure and robust host connectivity across distributed environments.
• Operated and maintained diverse telephony switching equipment, supporting mission-critical voice and data services.
• Developed server images to reduce integration time at client sites and accelerate deployment.
• Conducted in-house R&D and testing, improving hardware/software reliability and performance.
• Consulted with clients to define current and future needs, optimizing initial costs while ensuring scalability and productivity.