Customer Service Management

Professional Profile

Resourceful, strategic, and results-driven professional, with over 17 years

of experience at Walmart Stores, Inc. in diverse leadership roles.

Extremely customer-focused working directly with many operations,

technology, and vendor partners.

Proven ability to drive process improvement initiatives resulting in

greater revenue, profitability, and both customer and associate

satisfaction. Recipient of the ISD Divisional Champion Award and many other

awards and accolades. Change agent with excellent leadership,

communication, problem-solving, and team-building skills. Experiences

include:

Associate Development Operational Efficiency

Customer Service

Budget Management Team Leadership

Analysis/Performance Reporting

Systems Management Strategic

Planning Project Management

Professional Experience

Walmart Stores, Inc.

1996 - Present

Manager - Point of Sale Development (2013 - Present)

. Manages 8 development leads for IBM 4690 architecture.

. Executes the POS strategy for FlexPOS and Sales Execution Framework (SEF)

. Ensures all associates had active Individual Development Plans (IDP).

. Change agent for POS development domestically and internationally.

. Worked with eCommerce Integration between Walmart and Walmart.com

. Fostered and maintained strong relationships with business and vendor

partners.

Manager - Store Systems Development (2011- 2013)

. Managed 3 diverse teams (Electronic Payments, Financial Service, Cash),

18 associates and 20+ contractors

. Brought teams within alignment with ISDLC Processes.

. Enhancements for ePay to handle 1000+ credit card authorization per

second.

. Created roadmaps for future of ePay, Financial Services, Cash Office

Management

. Managed resource availability through Clarity and other technologies.

. Implemted Global Settlement Solution for Financial Service offerings.

. Managed multiple International integrations.

. Redesigning the future of Financial data from POS to Cash Office

Management System

. Building Certification environment for ePay transaction and code testing.

Senior Programmer Analyst- Cash Office System (2008-11)

. Lead Central America Integration for Cash Office System

. Manage multiple teams of vendors during knowledge transfer, support

acquisition, and quality management.

. Assisted with allocations and staffing plans for team.

. Mentor and coach associates within ISD and throughout the Home Office.

. Help create on- boarding strategies for new associates.

. Promoted and encourage proper usage of ISDLC and Clarity.

. Led team of associates that reduced Cash Office support by 20% by finding

root cause and creating predictive system tools.

. Analyzed Remedy data to determine trends for ways to reduce Cash Team

support, enabling improved efficiencies.

. Strengthened partnership between Cash team and customer areas, allowing

for better customer service.

Programmer Analyst - Store Item Management (2006-08)

. Developed game changing systems: Task Management, Apparel Price Changes,

Extended Warranty, Health Saving-Flexible Spending Accounts.

. Led cross-functional efforts to identify and remove $20M in savings

using Task Management Systems in overnight stocking process.

. Obtained executive buy-in for new strategy and execution of the apparel

clearance standard for Wal-Mart Stores.

. Led Store Systems efforts to analyze the work to migrate applications

over to LINUX operating system with vendor Novell.

. Ensured governmental compliance standard were being met in system

developments for Sarbanes-Oxley and PCI.

Programmer - Store Item Management (2003-06)

. Developed Hazardous Waste System to meet compliance requirement in

California.

. Co-lead for Store Item Management Blitz Project.

. Managed Global Price Verifier Solution.

. Responsible for developing, implementing, and maintaining store systems

such as: Price Verifier, Telxon, Price Changes, CSM/COS Workstations,

Scale management.

Intern-Systems Programmer- Store Item Maintenance (Summer 2001, 2002)

. Program enhancements to correct errors in International facilities.

. Implemented code to improve efficiency of systems and increase sales.

. Handled support calls for stores.

Management In-training/Sales Associate (1996-2003)

. Worked with Department Managers and associates in various areas of the

store.

. Facilitated hiring, training, and coaching process.

. Implemented higher store standards, cleanliness, well-stocked and

accessible to customers.

John Brown University, Siloam Springs, Arkansas University of

Mississippi, Oxford, Mississippi

Masters of Business Administration, 2011 Bachelor of Business

Administration, M.I.S., 2002

Walmart Stores, Incorporated

Dale Carnegie 2006, Project Management 2009, Leader in Training 2011

Jerome R. Johnson

701 Tyler St. ~ Centerton, Arkansas 72719

479-***-**** (office) ~ 662-***-**** (home) ~ **************@*****.***

Contact this candidate