Project Manager Customer Service

JEFFERY V. KENT

**** ***** ***** **** ******, OH 43016

614-***-**** *******@*****.***

Chief Information Officer

Currently the Chief Information Officer for Influent, a privately held provider of call center services. This position

is the culmination of fourteen years of senior IT leadership developing and supporting customer-facing

technologies including call centers, self-service internet applications, kiosks, automated tellers, point-of-sale

devices and large-scale data warehouses. Previously held IT leadership positions with Wendy’s International,

Huntington Banks and Texas Instruments. Proven track record in championing transformational business

initiatives, aligning IT initiatives to support business strategy, building high-performance teams, project

management and cost-neutral technology upgrades.

Strategic Planning Business Transformation Team Building Project Management Innovation

Data Security Data Warehouse ERP Systems Web Applications Knowledge Management

Budget Planning & Management Vendor Management Change Management

Business Intelligence International Operations Voice and Data Networks Call Centers

INFLUENT (9/06 – present)

Influent operates call centers in the U.S., Philippines and Panama providing outsourced services for customer

loyalty and rewards programs, credit card activations, customer service and telemarketing. Influent’s customers

include Fortune 500 financial services companies, manufacturers and retailers.

Chief Information Officer

Recruited by Influent to turn around an under-performing IT department of 40 employees in the US and Panama.

The department’s performance – characterized by daily outages at the company’s call centers, inaccurate client

and internal reports, poor overall customer service and escalating costs – had put the company’s growth strategy

at risk. Established a new IT leadership team consisting of a vice president consulting services, director IT

infrastructure, director application development and project manager. Improvements were achieved through

cost-neutral infrastructure upgrades and the establishment of a data warehouse, business continuity site and

near-shore development center.

Major Accomplishments

• Management of Client Deliverables: instituted a department to provide singular focus on customer

consulting needs and daily delivery of 200 customer reports and data files. Established client satisfaction

scorecard, performance metrics, time tracking and ticketing systems to manage the delivery process.

Created a near-shore development center in Panama to lower development costs. Migrated proprietary

client reporting platform to Microsoft SQL Server data warehouse.

• Infrastructure: centralized telephony infrastructure and employed a managed services network (Verizon

Business Systems data network that supported Voice over Internet Protocol – VoIP). This increased

system availability to 99.9% and lowered infrastructure costs by $1 million annually. Used a portion of

the savings to fund construction and operation of a business continuity site.

• Compliance: established an “audio warehouse” that houses recordings of 100% of the company’s

telephone calls for required retention periods. Sponsored company’s initiatives to achieve Payment Card

Industry (PCI) and SAS70 certifications.

• Business Transformation: implemented an Avaya inbound telephony platform including interactive voice

response (IVR) systems and applications, workforce scheduling software, inbound reporting platform and

associated processes to support inbound sales and customer service programs. Part of the sales team

that secured two Fortune 100 financial services companies as inbound call center clients.

WENDY’S INTERNATIONAL (8/98 – 9/06)

Wendy’s is the nation’s third largest quick service restaurant chain, both operating and franchising restaurants.

Vice President Solutions Delivery (6/01 –9/06)

Responsible for application portfolio and IT project office. Annual expenditures in these areas were $14 million

and $30 million respectively. Direct reports included director of the ERP system, director of store systems and six

project managers.

Major Accomplishments

• Worked on strategic planning team led by company’s COO to develop a technology plan to support the

overall business plan

• Directed $16 million implementation of web-based retail automation solution that includes unit-level

forecasting, inventory management and labor scheduling: resulted in $12 million in annual savings

• Responsible for $60 million implementation of new store technology (touch-screen registers, PCs, LAN

and satellite network): completed project 30 days early and $20 million under budget

• Championed the development of a Learning Management System to manage computer-based and

classroom training for restaurant personnel

• Designed and implemented a data warehouse that housed transactions from 1500 retail locations

• Championed initiative to make Wendy’s the first quick service restaurant to accept credit cards increasing

revenues by nearly $50 million and margin contribution by $4 million

• Sponsored a development effort to create a system to aid in retail site selection and construction that

added $2 million in incremental annual margin contribution

• Established IT vendor management program resulting in a 15% reduction in professional service fees

($600,000 annually)

Vice President Applications Development (8/99 – 6/01)

Responsible for the implementation and maintenance of PeopleSoft ERP system. Direct reports included director

of HR systems, director of financial systems and a project manager.

Major Accomplishments

• Directed $30 million PeopleSoft ERP implementation for Human Resources, Payroll and Financial systems

• Initiated project to create web applications and portals for employees, suppliers and franchisees

Director Enterprise Application Integration (8/98 – 8/99)

Led development team responsible for integrating ERP systems and in-store systems.

HUNTINGTON BANCSHARES (2/95 – 7/98)

Huntington Bancshares Incorporated is a $52 billion regional bank holding company headquartered in Columbus,

Ohio with over 600 banking offices located in Indiana, Kentucky, Michigan, Ohio, Pennsylvania, and West Virginia.

Vice President, Distributed Computing & Communications

Responsible for all telecommunications, data communications and distributed computing services for 600 retail

banking offices ($10 million in direct expense, $28.7 million in indirect expense). Led an organization of 112 IT

professionals with 8 managers and 5 senior technical staff as direct reports.

Major Accomplishments

• Redirected monthly recurring costs for legacy infrastructure to implement frame-relay network,

automated software distribution, electronic mail and intranet services to 600 branch locations

• Implemented infrastructure for a 200 seat call center increasing calls from 1.5 million in 1994 to over 10

million in 1997

• Directed implementation of dialup network for automated tellers reducing cost of data circuits by a factor

of three

• Developed and deployed the supporting infrastructure for the banks initial on-line banking system

TEXAS INSTRUMENTS (7/92 - 2/95)

Texas Instruments is one of the world’s largest developers and manufacturers of semiconductor products.

Manager, Multimedia Systems

Led a development team of 22 software developers and business analysts. Responsible for leading the migration

of programming at Texas Instruments from mainframe applications to client-server applications (in Visual Basic,

Visual C++ and Lotus Notes).

Major Accomplishments

• Contributed to the definition of enterprise-wide computing architecture and directed the development of

corporate standards for software usability

• Developed PC-based front-ends to legacy mainframe applications using in-house developed middleware

• Managed the corporate catalog used to procure $35 million in annual expenditures for of personal

computers, peripherals and software

ALLEN-BRADY COMPANY (9/83 - 7/92)

Allen-Bradley, now Rockwell Automation, is a leading provider of industrial automation solutions.

Manager, Computing and Design Services (6/90 - 7/92)

Directed the design and manufacturing of printed circuit boards and mechanical design of the division’s

automation products in addition to managing the engineering data center and CAE/CAD systems.

Major Accomplishments

• Directed the selection and implementation of Mentor Graphics CAE/CAD system

• Designed and directed implementation of engineering data management system based on Oracle

Manager, Computer Integrated Engineering (3/88 - 6/90)

Responsible for managing an organization of 45 IT and engineering professionals to support engineering data

center and CAE/CAD systems.

Major Accomplishments

• Led design engineering community in CIM pilot program

• Reduced printed circuit board design cycle from 16 weeks to 3 weeks

Supervisor, Engineering Computer Center (3/84 - 5/88)

Led a team of 13 IT professionals in operating the data center used for product design and development

Software Engineer, Engineering Computer Center (9/83 - 3/84)

BABCOCK & WILCOX COMPANY (4/81 - 9/83)

Research Mathematician providing systems support for the analysis of the Three Mile Island reactor accident

MOUNT UNION COLLEGE (9/81 - 3/83)

Part-time instructor, Computer Science Department

DIGITAL EQUIPMENT CORPORATION (6/80 - 4/81)

Software Engineer, RT-11 Operating System

EDUCATION AND CREDENTIALS

Bachelor of Science, Computer Engineering

Case Western Reserve University, Cleveland, Ohio (5/80)

Business and Leadership Training

Center for Creative Leadership (2003)

GE Change Acceleration Program (2003)

Allen-Bradley Management Institute (1988)

Community Service

Chairman of the Board of Trustees for The Brass Band of Columbus (4/07 – present)

Secretary of Board of Trustees for Dublin Counseling Center (3/03 – present)

Member Business Advisory Council for the Dublin School District (9/03 – 6/06)

Trustee for Dominican Home Health Agency (10/01 – 5/04)

Member & President St. Brendan Parish Council (10/99 – 8/02)

Director St. Brendan Contemporary Ensemble (1/01 – 1/03)

Director Bishop Watterson High School Music Ministry (1/03 – 6/04)

Eagle Scout (1974)

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