Customer Service Development
Resume:
Larry J. Williams
Chesterfield, MO 63005
*************@**********.***
Summary
As a Certified Six Sigma Black Belt with more than 15 years experience
working on large complex projects and managing diverse teams, Mr. Williams
has developed a unique skill-set which provides him with deep technical
abilities and broad management experience at all levels. He has repeatedly
demonstrated an ability to bring about immediate and unparalleled
improvements in productivity, cost savings and revenue generation projects.
His core competencies are in business process management, software
architecture, and organizing and managing large teams. Mr. Williams'
industry concentration has been in Automotive Finance, Consumer Credit, and
Insurance.
Mr. Williams' career is marked by a successive increase in responsibility
having begun as a Systems Analyst, then moving to Technical Lead and Chief
Architect roles, and culminating in his current position as AVP for
Business Process & Strategy Optimization. He successfully completed
consulting engagements with more than eight companies, most of which
contracted him for repeat engagements. Mr. Williams will bring "results-
oriented" leadership ensuring that projects are executed in a disciplined
fashion while satisfying enterprise goals, budgetary guidelines, and
schedule constraints.
Experience
JM Family Enterprises, Inc. 2005 - Current
World Omni Financial Corp. January 2007 -
Current
Director Business Process & Strategy Optimization
St. Louis, MO
. Promoted to lead Word Omni's business process optimization and
operational efficiency initiative, reporting directly to the President
of the company.
. Led the strategy development, program management, and day-to-day project
management.
. Reorganized the company by establishing the Business Process Improvement
(BPI) team which partnered with the Enterprise Content Group (ECG) and
the Project Management Office (PMO) to create World Omni's Business
Process Office (BPO).
. Built a compelling business case and entrusted by JM Family's Executive
Management Team with a $3.6 million capital investment to deliver five
reengineered business processes.
. Delivered four of five reengineered business processes in 12 months
resulting in nearly $2 million of annualized savings - exceeded the
business case target by more than $500K.
. Accountable for developing the partnership with Price Waterhouse Coopers
and all associated vendor management responsibilities
. Span of control included 3 Business Operations Directors, 15 Managers,
and 8 Supervisors. Additionally, responsible for a dedicated IT team
consisting of 1 Director, 3 Business Analysts, and 6 Developers.
. Charged with building an Enterprise Workforce Management competency
center including development of the strategy to guide World Omni's
Workplace Transformation initiative.
. Delivered a performance-based scheduling and adherence monitoring
solution that measurably improved efficiency by reducing shrinkage,
matching resource availability to workload demand, and improving agent
accountability/performance.
DataScan Technologies March 2005 - December 2006
Director of Architecture
Atlanta, GA
. Hired to direct the specification, design and development of a new
services-oriented J2EE/EJB architecture-the Falcon Services Framework.
. Reported to the Vice President of IT and held bi-monthly updates with
the Chief Operating Officer and Chief Executive Officer.
. Responsible for the direct management of over twenty-five Architecture
and Senior Development resources in Atlanta and two offshore development
facilities in India.
. Accountable for more than $1.5 million in budgeted labor and an
additional $1.25 million in associated software development productivity
software.
. Completed the rewrite and production deployment of the Dealer Access
System (DAS) within the first 6-months using an iterative development
technique and Agile methods.
. Customer benefits included: support for multi-language deployments,
scalable and high-performance solution, modular and extensible
construction, open integration architecture, easier installation and
support, and a fully documented code base.
Project and Consulting Experience 1992 - 2005
UPS Supply Chain Solutions (SCS) August 2004 -
February 2005
Solutions Architect
Atlanta, GA
. Responsible for ensuring the technical integrity of software solutions
built by SCS.
. Created SCS' Architecture Blueprint documenting key deliverables and
development artifacts.
. Provided a suite of internal consulting services including: strategic
system assessments, project management, design/code reviews, interface
design and component specification.
. Efforts resulted in the rehabilitation of distressed projects, reduced
cost overruns, and an estimated $250 thousand in savings to the PMO's
project development budget.
Metropolitan Life Insurance January 2004 -
August 2004
Technical Consultant
Scranton, PA
. Contracted to help rescue a struggling development initiative by
installing practices that promoted successful design, development and
delivery.
. Reduced project risk and improved overall code quality by performing a
comprehensive assessment of the architecture, establishing development
best practices, executing design/code reviews, and enforcing proper use
of Chordiant's development framework.
. Efforts resulted in a precipitous decline in the rate of new defects, a
marked increase in the confidence of business end-users, and the
successful deployment of the first release.
Canadian Imperial Bank Corporation (CIBC) January 2003 - December
2003
Lead Architect
Toronto, CA
. Contracted as Chief Architect for CIBC's Customer Interaction Services
(CIS) project.
. Installed a use case based-architecture centric development process
utilizing RUP and facilitated the development of a 4 + 1 architecture
specification.
. Responsible for architecting the CIS solution, designing the integration
architecture with Total Systems (TSYS), and establishing iterative and
incremental development processes.
. Developed a unique technical solution allowing CIBC to expand the role
of its Customer Care Agents to perform customer service and personalized
marketing from within one integrated application thereby transforming
customer service into a revenue generating function.
Ambient, Inc. July 2001 - December
2002
Chief Architect
New York, New York
. Hired as Chief Architect and Lead Software Engineer for Ambient's
Service Manager One (SM/1 alpha and beta products.
. Performed the research and contributed to the thought leadership that
led to the development of SM/1( including the development of the
product's technical architecture.
. Led the business process modeling (BPM) effort using the Rational Rose
CASE tool to develop SM/1's( UML analysis and design models.
. Developed comprehensive course on Advance Architectures using
Chordiant's application development framework targeting Developer and
Senior Architects.
Metropolitan Life Insurance January 2001 - June
2001
Lead Architect
New York, New York
. Served as Lead Technical Architect during the development and delivery
of a suite of Chordiant application solutions for the Individual
Business back-office and service center.
. Developed the strategy and designed the implementation approach to
enable rapid simultaneous delivery of three Chordiant solutions.
. Designed the integration with MetLife's legacy systems data acquisition
middleware.
. Engagement extended to serve as the Lead Architect for MetLife's
Disability Workflow System (DWFL); developed the UML-based Disability
Workflow System Architecture which included component specification and
specification of the primary service APIs.
Chordiant Software March 1998 - December
2000
Senior Technical Architect/Product Strategist
Cupertino, CA
. Provided extensive "hands-on" architecture and development for this
Silicon Valley software firm; implemented Chordiant's J2EE framework for
the company's largest client accounts.
. Developed technical architecture specifications for account servicing
solutions leveraging the full power of the Chordiant product suite.
. Led the technical architecture review of Chordiant's Total Systems
(TSYS) integration services and designed a comprehensive Default Loan
Servicing Workbench (DLSW) and Foreclosure Review Board (FRB) workflow
system for Chase Manhattan Mortgage Corporation.
. Provided mentoring to Chordiant's Business Engineering practice helping
to develop a RUP-based iterative and incremental delivery methodology.
Delta Air Line May 1996 -
March 1998
Principal Architect
Atlanta, GA
. Developed and published two-year Strategic Technology Plan to revamp the
Passenger Sales and Revenue business areas.
. Co-led the Enterprise Architecture Team through the definition of
Delta's Enterprise Architecture and Technology Blueprint using Meta
Group's Enterprise-Wide Technical Architecture (EWTA) methodology.
. Participated in the enterprise-wide restructuring of Delta Technology;
selected to serve as the Lead Architect for the first of five enterprise
releases.
. Developed and co-taught courses on Use Case Engineering and Object-
Oriented Analysis/ Design; specified the application/system
architectures, the underlying event-based integration architecture,
designed and coded CORBA-based C++ business object services.
Lockheed Martin June 1994 - April 1996
Systems Engineer/Senior Consultant
King of Prussia, PA
. Worked with the OMT implementation team to test Dr. Jim Rumbaugh's OMT
methodology and provide validation/feedback; authored subsections of the
Advance Concepts Center's (ACC's) Object Oriented Project Management
course, Object Oriented Development course and developed C++ lab
exercises.
. Performed Object Oriented analysis and design using the Object Modeling
Technique (OMT) for multiple clients.
. Developed system requirements and performed scenario testing using "use
case" analysis.
. Designed and developed Objectstore (object-oriented) database schema
using ParadigmPlus CASE technology and designed database backup &
recovery and archive logging facilities.
. Performed C++ software development to implement business domain model.
Independent Consulting August 1992 - April
1994
Systems Analyst/Designer
Pittsburgh, PA
. Contracted to provide technology and application development consulting
for Bell Atlantic, Allegheny County Planning Department, Steel Valley
Authority, Greater Pittsburgh Community Food Bank, and Pittsburgh
Community Oriented Police Department.
. Documented requirements, performed analysis and modeling using Systems
Architect CASE tool, and digitized aerial photography base maps.
. Led Oracle schema design and development of MBase( regional mapping
information support system.
. Developed crime mapping system allowing incident migrations to be
identified and tracked.
Education & Certifications
Carnegie Mellon University
Pittsburgh, PA
Masters of Science, 1994
SUNY at Buffalo
Buffalo, NY
Bachelor of Arts, 1992
Certified Six Sigma Black Belt
American Society for Quality, 2010
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