Edward Wayne Butler

• Define project scope, resource allocations, development requirements, regression testing, risk approval, and coordination of deployment while looking to reduce cost and add efficiency to services while supporting over 1200 employees in the contact center

Business Transformation

• Designed a solution to enable hardware services across the contact center footprint by organizing the consolidation of warehouses and executing on area pantries. Orchestrated methodologies and communication plans for ordering, delivery, and setup of the hardware for employees in a remote environment. Reduced cost of shipment deliveries by approximately 12k a month, by establishing a project to utilize FEDEX drop off facilities
• Stood up project team that spearheads projects for the business services while utilizing the project methodologies and bringing together cross-functional SMEs for alignment on objectives
• Scaled support team to accommodate business needs by reducing friction with support services. Combined support team that performs regression testing and certification of new services on products while supporting operational questions. Currently leading and restructuring the team to provide greater efficiency in response time to open issues through approach, strategy, and deliverables while realigning roles and responsibilities.

Technology Transformation

• Scaled technology to accommodate business growth by being chosen to lead the Contact Center Operational Support team which has responsibility to deliver on projects and to implement application solutions through enhanced technology services
• Pivoted CRM application towards Omnichannel experience from just contact center environment to include the branches, private wealth, wire team, and other business lines
• Moved CRM Product from 600 users to currently operating with over 8000+ users throughout the Regions organization
• Reduced friction points in CRM Product by adding enhancements services such API calls directly into third party vendors like TSYS, reduced number of clicks in use cases, and work to consolidate various applications into one system for customer service
• Positioned project plan to pivot phone technology from hard phones to soft phones (VOIP) services
• This technology reduced cost of hardware delivered to each employee by 68% and is expected to save organization 300K+ in yearly maintenance cost

• Lead 4 business analysts, scrum master, and 4 developers in the development and services of the CRM and IVR Products by ensuring to prioritize the features and stories in the backlog of the Agile boards based on strategic needs and overall business requirements
• Prioritize the demands of the business stakeholders based on time, budget, and needs of stakeholders
• Oversaw development of each feature and story, including planning, refinement, with deployment of 12 sprint releases per year.

• Headed Fintech initiatives with cross-functional teams across Fiserv, ranging in Core Platforms, Archiving, Image Capture, Statement Production, and Online Banking for new converted clients. Managed between 7-12 clients at any given time.

• Managed all aspects of Fintech projects that focused on Check Processing and storage archive Software in the financial industry. Lead 6-10 project as any given time.

• Managed 5-6 projects that focus on Incentive Compensation Management Software that defined individual compensation plans in the health insurance industry

• Headed a project team of 6 that over saw implementation of 20-30 projects at given time which was focused on Check Imaging Software in the financial industry
• Improved efficiency and delivery of projects by partnering with sales team to ensure all requirements were accepted prior to implementation services and ensure all services were met prior to closure of projects

• Lead onsite Project teams for financial institutions during upgrades of software

Supported Call Center operations in servicing customers for data by processing 45-60 calls per day to support item processing.

• Superintendent on behalf of a General Contractor specializing in commercial construction to ensure adherence to budget, timeline, analyzed blueprints, and monitored costs and research of materials

• Served with multiple Combat Heavy Engineer Battalions - Gulf War Combat Veteran for Desert Shield/Storm Operations; Somalia for Operation Restore Hope
• Managed day to day operations for 12 soldiers in a squad.