Wayman C. Caldwell II

• Lead architecting and redesign of customer service desktop application UI and APIs to the Salesforce Service Cloud platform migration from the legacy customer service desktop platform.
• Manage the migration of all YRC operating companies onto a single Pickup, IVR and Desktop platform.
• Manage Salesforce Service Cloud rollout for Case Management and Service Desk for Sales and Revenue Management, and Customer Service for Dispute Management cases.
• Business application roadmap analysis and planning for Sales & Marketing, Customer Service and EDI.
• Manage the agile development of a new pickup management system for the scheduling of freight pickup via the call center, Integrated Voice Response system (IVR), website and other B2B sources.
• Manage the replacement of the call center Workforce Optimization (WFO) suite and IVR.
• Vendor management, business case development, project management, and budget planning for the replacement of the call center technology platform for the Customer Service Center (CSC) and Sales& Marketing teams.
• Manage the upgrade of the EDI mapping and translation platforms.

• Manage the RFP process for the replacement of the call center technology platform for the Customer Service Center (CSC) and Sales & Marketing teams.
• Manage the deployment of enhancement to capture customer reference information and deploy expanded timeframes for the transmission of customer order information.
• Manage the upgrade of the communications platform and provide a standard process for system, user acceptance, and performance testing.
• Manage the analysis of the Load Number Management (LNM) applications and process to provide real time updates to clientele on order status.
• Develop a standard process for all testing phases, test data management, and test environment management in support of development activities for all applications under the support of the EDI operations team.

• Provide leadership, organization, coordination, quality assurance and oversight of the PeopleSoft Student 9.0 Upgrade project;.
• Develop prototype project organization for newly formed Strategic Project Management Office (SPMO).
• Development upgrade project charter to be utilized by the new SPMO office.
• Develop integrated end-to-end project plan for the upgrade project.
• Mentor project manager in project planning, communications and scheduling.
• Provide framework and methodology of a deployment and testing center of excellence for University of Missouri System;.
• Provide guidance and leadership in selection of software package for project lifecycle management, requirements management, test automation and management, as well as workflow management.
• Provide training and mentoring on the requirements management process and requirements engineering.
• Provide leadership to the testing, training, deployment and post-implementation support project teams;.
• Develop CS 9.0 Upgrade’s test approach and plan.

IT Planning & Operational Assessment Shared Services –University of Missouri System

• Facilitated Division of IT Strategic Planning Sessions
• Conducted assessment and provided recommendations for improvement of Division of IT PeopleSoft deployment practice
• Conducted assessment and provided recommendations for improvement of Division of IT software testing and test management practices

Gap Analysis -VetMedica

• Conduct Current State, Future State, and Gap Analysis
• Conduct requirements gathering and analysis
• Create future state project charters
• Develop project charter support business cases

• Lead Customer Service Organization IT and process improvement driven projects from conception through deployment
• Managed the deployment of a Quality Monitoring tool to stabilize and gain operational improvements in the QA operations and increase the capability for advanced analytics derived from the data captured from the client call, email and chat information provided ($3M+)
• Conducted requirements gathering and analysis for definition of vendor statement of work and contract completion
• Managed the deployment of call center telephony and call center application modifications in support of a field call rollover project to facilitate the transfer of calls to the call center for a pilot of field offices
• Managed the deployment of improvement initiatives to stabilize the call flow platform and minimize outages and slow-downs for the FY11 tax season
• Determined requirements around field reporting and performance reporting for field call rollover project

Financial Services -Zurich Na (Overland Park, KS)

• Lead Business Analyst and Integration and User Acceptance Testing lead for a global life product launch
• Map existing Universal Underwriters product development framework for underwriting, claims, reinsurance, finance and reporting to the Zurich Global Product Development framework for Group Life Products for the similar processes
• Map existing claims, underwriting, and servicing processes to the global processes
• Conduct requirements gathering and analysis and process re-design sessions for a new global life product offering and developed system and technical requirements
• Determine testing scenarios and test cases for supporting operations testing and application enhancement in support of the new global life product
• Manage integration and user acceptance testing of underwriting and claims software and manage defect tracking and management

Financial Services (Kansas City) –H&R Block

• Reporting Project Manager and Senior Business Analyst for Client Services IVR and application development and contact center report development
• Reviewed client services requests for operational changes to client servicing applications tied to reporting
• Managed all updates and problem resolution for all reporting databases including table and schema optimization
• Determined technical requirements, planning and development level of effort, project planning, scheduling and approval.
• Developed technical specifications and design for all application enhancements to support client services reporting
• Lead resolution development and implementation and retain client sign-off on deliverables
• Manage user acceptance testing and sign-off of all application, IVR, and reporting tool enhancements and mange all defect tracking

Insurance/Financial Services (Spain) –HCC Global Financial Products

• Project Manager and Business Analyst for all application enhancements and process excellence projects for HCC Global Financial Products
• Developed RFPs and provided vendor selection and management duties for Financial, Expense Management, Claims Administration, Underwriting, and HR applications.
• Performed requirements gathering & analysis for Finance, Underwriting, Claims, HR, and Expense Management processes for the firm
• Conducted user facilitated sessions to determine business process improvement opportunities and implement said improvements for finance, expense accounting, claims, underwriting and HR
• Conducted user facilitated sessions to perform business process analysis and documentation for underwriting, Claims, Finance, HR, and expense reporting for the firm and validated for SOX and Sarbanes Oxley compliance
• Performed requirements gathering and analysis for a Claims and Underwriting GUI interface tool for desktop executive management and account management dashboards
• Developed functional designs, technical specifications and implemented SmartStream financial application enhancements for automating accounts payables processing and payments processing via banking interface
• Manage all user acceptance testing and sign-off of all SmartStream customization and performed defect tracking and management
• Created and managed all project plans and project timelines, scope, and client expectations
• Developed business analysis, test management, and project management knowledge objects repository and methodology in Lotus Notes for the firm in support of an international PMO office

Marketing –Zouire (Adams Gabbert & Associates)

• Conducted a Voice of the Customer Survey and developed a SWOT Analysis for a promotional marketing firm and presented guidelines for meeting internal and external customer expectations
• Conducted customer interviews, employee interviews, and conducted an online survey and data analysis
• Developed project plans and managed all project timelines, scope, and client expectations

Manufacturing (Honduras) –National Mills (Adams Gabbert & Associates)

• Project manager and business analyst for all Product Development lean six sigma activities
• Developed and managed all product development project plans and timelines for all lean activities
• Performed all project reporting and managed project timelines, scope, and client expectations for product development
• Developed business process documentation and performed a Value Stream Analysis for a textile manufacturing plant in Honduras
• Developed a future state product development flows in Visio and performed a Gap Analysis
• Developed current state process flows in Visio of the product development life cycle
• Implemented lean process improvement initiatives and performed a SWOT Analysis for Product Development of a textile manufacturing plant in Honduras
• Conducted training sessions for facilitation leadership, process documentation and lean process mapping

Telecom –Birch Telecom & Sprint (Adams Gabbert & Associates)

• Business analyst for a provisioning and billing system conversion project for Birch Telecom corporate mergers and acquired customer databases
• Developed test planning and data validation queries for the provisioning and billing system conversion project
• Managed the customer migration and provided redhat support for the cutover of Birch Telecom mergers
• Performed data validation and corrections utilizing SQL for a merged customer database conversion and provided issue resolution and support
• Performed implementation project planning and PMO support for devices and products associated with the PCS Vision launch
• Implementation management and support of web-based provisioning and billing system for Spint Customer Solutions
• Performed as user acceptance testing manager and project planning and execution management for a web-based provisioning and billing system implementation at Sprint PCS
• Performed e-mail trouble support for e-mail activation and conversion problems for the PCS Vision Launch
• Provided support and maintenance on house and test account handsets and associated Vision products
• Provided onsite support for Tiers 1, 2 and 3 trouble support groups for the Sprint PCS Vision launch