Information Technology Customer Service

Carol Mosely

**** ****** ***, ****** ** ***** 479-***-**** *****.******@*****.***

Qualifications for:

Information Technology Executive and Consultant

Strategy Application Delivery and Support Leadership Development Operational Process Design

Accomplished IT executive with 20+ years of progressively responsible experience developing, implementing, and supporting software solutions that drive revenue and reduce costs. Adept at identifying, designing, and implementing processes that simplify work efforts and reduce expenses. Track record includes successful delivery and support of in-house developed, third party purchased, and SaaS systems of all sizes, costs, and schedules - benefiting a variety of business functions and implemented across the world. Core competencies include strategic IT roadmap design, leadership development, business functional expertise, problem resolution, and software lifecycle development.

Selected Contributions:

Process Development

Reduced system support issues by 12%, maintained a flat field support organization, and increased customer service ratings to a consistent 90+% for all store, club, and distribution center systems by Implementing service level agreements, supplier mandates, first call resolution expectations, and problem reduction goals. This occurred as business units, new applications, and additional hardware components were increased by over 20% annually.

Increased percentage of time spent on development activities versus support/administrative tasks from 58% to 65% over 2 years by establishing criteria and expectations for development team activities. This allowed more business improving projects to be completed with the same number of resources.

Developed method to determine IT risks and costs as part of acquisition due diligence models as well as creation of system and process conversion plans for each acquisition. This resulted in a more accurate “all in” purchase cost determination, identification of potential audit or security concerns, and faster integration of the new business into the corporate model.

Application Design, Implementation, and Support

Developed and supported proprietary Point of Sale systems (application, hardware, and OS) – maintaining a consistent six sigma availability along with reduced customer transaction times, while implementing new functional releases every 6 weeks across all markets and business units.

Implemented SAP Financials, which created consistency of financial functions across all markets and business units and enabled automation and consolidation of work efforts into Finance Centers of Excellence.

Designed and implemented a proprietary Pharmacy system that included safety checks and visual verification of drug and prescription, which reduced filling errors and customer wait times.

Professional Experience

CBC IT CONSULTING GROUP 2013-Current

Owner – Executive Consultant

Designed and implemented Change and Problem Management processes which resulted in reduction of problems due to change by 27%, business impacting issues by 12%, and repeat issues by 42%.

Analyzed existing IT organizational structure and partnered with IT leadership team to develop new global organization structure as part of overall corporate restructuring efforts

Led successful integration of financial and labor data into Apptio SaaS model, which has led to identification of potential IT cost savings

Executive sponsor for project development process redefinition and PPM tool implementation

Selected to mentor several VP’s and Directors in leadership skills

WAL-MART STORES, INC. 1989-2013

Senior Vice President/Vice President

Created annual technology roadmap for each supported business unit (Store and Club Operations, Finance, HR, Real Estate, Pharmacy/Vision Centers, Financial Services, International Integrations). The successful delivery of these solutions was built into the business unit P&L

Established process to convert from IT costs as corporate overhead to a business unit chargeback model

Developed ‘freedom within a framework’ model to provide guidelines for corporately developed/supported systems versus local market ownership

Defined and managed system and process conversion plans for acquired companies

Led 1000+ employees and 400+ contractors and suppliers residing in multiple global locations with a mixture of onshore/offshore and managed service/time and material models. These teams designed, implemented, and supported applications and systems across multiple business units and markets.

Member of IT Executive Committee responsible for designing, implementing, and governing all IT processes, functions, and policies

Director/Senior Manager/Data Center Manager

Led teams ranging from 35-250 employees

Implemented applications supporting Store Systems, Bank Card and Treasury functions, and P&L processing

Designed and led implementation of WM’s first Gift Card system

Improved operational availability and system performance metrics

Recipient of Sam M. Walton Hero award for outstanding work

Project Leader/Systems Analyst/Programmer Analyst

Designed and led implementation of WM’s merchandise return and warranty program, resulting in an 8% reduction in return processing costs.

Designed and led automation of credit/debit card reconciliation process

Project leader for many store systems solutions such as cash office automation, backroom receiving, claims management, invoicing, benefits enrollment, time and attendance, markdowns

Additional Activities and Education

Previous Board member for NCWIT (National Center for Women in Information Technology) – Finance Committee

Executive sponsor for Asian Pacific Islander Resource Group (WM sponsored diversity group)

University of Arkansas – Bachelor of Science – Computer Science

Global 2020 Program – Tuck School of Business – Dartmouth

Contact this candidate