Customer Service Quality Assurance

Lela Smith

Cell: 901-***-**** **********@*****.***

Innovative IT EXECUTIVE

Strategic Roadmaps – Highly Motivated Teams -Complex Business Solutions

SUMMARY

Accomplished leader with 30+ years’ experience that approaches IT from a business mindset to solve complex business initiatives and known for being strategically focused with a keen ability to build high performing teams. Demonstrated expertise in leading 100+ person teams across multiple technical disciplines, managing operating budgets exceeding $200MM, and passionate about mentoring team members to achieve their career goals.

Distinguishing Qualifications:

IT Strategic Roadmaps 24x7 Operational Support

Staffing Optimization in house/out source/off shore

Unified Communications & Collaboration Technology

Financial Planning for Short and Long Range Projects

Network Architecture & Infrastructure Design

Vendor Management and Contract Negotiations

Application Development

Leadership over Large Diverse IT Teams

Software Quality Assurance

EXPERIENCE

CTD

Consulting Partner 2012 – Present

Investigate and develop business opportunities. Identify and respond to viable RFP’s from both public and private sector.

Serve as consulting technology liaison on multiple projects. RFP's include: IT/Telecommunications solutions or staff

augmentation, strategic assessments and project management.

FedEx Services

Director IT, Network Architecture, Strategy, and Support 2007 – 2012

Leadership over 6 teams, 70 staff members, responsible for the enterprise network strategy, design and support. This

included the global network infrastructure (voice/data/video), data centers, field locations, 24x7 network/call center

operations, contact center technology, and the ownership to motivate and grow team members professionally.

Accomplishments:

• Restructured network engineering to implement a Network Center of Excellence Organization that introduced

engineering best practices, optimized 200 employees to forge deeper connection with customers, and drove

$35M+ savings in telecommunication costs.

• Set direction for network computing technology standardization, purchasing, and evaluations.

• Increased production reliability and reduced time to resolution with employee training, process improvements, and

transition of operational metrics from re active to pro active monitoring.

• Consolidated 5 silo Network Operations Centers (NOC) into an Enterprise NOC to manage over 30,000

routers/switches 24x7 across the Globe and save $1M annually.

• Spearheaded design of a Unified Contact Center Architecture to support 26 call centers with over 5000 agents.

Architecture consisted of IVR, call routing, chat, email, monitoring and reporting.

• Led a $2M Network Security SOX/PCI/HIPAA effort to strengthen the credentials of 7000+ devices.

• Guided network engineering team to design & implement $45M network architecture in a new data center ahead

of schedule and under budget by $2M.

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Directed team to engineer and deploy the first “Work at Home Agent” network architecture to support 1600

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Customer Service agents with a $6.3M annual savings.

Transformed the in house Cisco conferencing platform to eliminate multiple cloud solutions by hosting over 12

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million voice and web meeting minutes monthly and save $1.7M annually.

Launched a Unified Communications & Collaboration Strategy to transition 200+ EOL voice systems to VoIP,

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integrate multi vendor HD video conferencing systems, roll out digital signage across the network, and deploy

social media capabilities to the enterprise.

Lela Smith

Cell: 901-***-**** **********@*****.***

Director IT, Software Development 2006 – 2007

Leadership over six software development teams, 65 staff members, responsible for worldwide deployment of Customer

Service Systems. Responsibilities encompassed the hardware architecture, software design, development, testing,

deployment, and support for 25+ applications. This also included managing software downloads to 5000+ agents, 26

locations, capacity planning, and system monitoring.

Accomplishments:

• Led initiative to align Global Customer Service business leaders on a technology direction that transitioned all

Operating Companies to a consistent customer service (CRM) desktop strategy.

• Managed initiative to transition 400+ agents from a mainframe to a web based thin client system.

• Directed an effort to move Customer Service to an Enterprise Data Warehouse saving $2.6M.

• Championed an innovative initiative design and implement a mobile application within six months that increased

employee satisfaction and increased productivity.

• Created and implemented system KPI’s to increase system visibility and reliability.

Director IT, Testing Center of Excellence 1999 – 2006

Led transformation a Quality Assurance Organization that resulted in a reorganization of four departments with a $20M

operating budget to increase quality of software. This included a staff of 200 employees, $15M budget of off shore resources,

24x7 testing support, infrastructure, software configuration management and metrics.

Accomplishments:

Developed an education program for a staff of 200 employees on effective test planning, design, automation and

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execution that reduced test cycle time by 25%.

Guided design and implementation of a Software Configuration Management tool that increased quality of code moved

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to production 30%.

Established an Enterprise IT Out Source Staffing Office to increase bandwidth and reduce cost.

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Designed a tiered architecture and created test beds to increase testing quality by 300%.

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Boosted testing productivity by 100% through automation of manual test case entry.

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Software Development Manager 1996 – 1999

Led cross functional staff consisting of 3 teams, 12 45 members, my responsibilities were software development and data

base design for distributed revenue systems.

Accomplishments:

• Managed team responsible for migrating large complex revenue databases from mainframe/IMS to Sybase.

• Directed teams to build translation routines, and software to migrate a revenue system from mainframe/COBOL to

distributed/C/JAVA.

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Senior Database Analyst, Computer Operations Lead 1983 – 1996

Nine years as a logical/physical DBA supporting revenue applications, one year as a Developer, and three

years as a Lead Computer Operator.

Accomplishments:

Designed and built a complex logical/physical data model for the 1st Revenue Data Warehouse.

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EDUCATION and OTHER ACHIEVEMENTS

Master of Business Administration FedEx/CBU Information Management Systems

Christian Brothers University Christian Brothers University

Memphis, TN Memphis, TN

CBU MBA Capstone Project – Awarded 1st Place for MBA Marketing Plan

Alliance for Non Profit Excellence – CBU Certificate in Non Profit Finance

University of Memphis – Certificate of Executive Leadership in Asia & India

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