Expertise – Thirty five years of extensiveexperience in all aspects of Information Systems, Customer Support Management, IT as a Service and Bank Operations.  Defines vision, strategies,and operational plans to implement business solutions enabling growth, innovation,operational efficiency and compliance; designs world class Customer Support Systems and manages IT Operations.

Wendy’s responsibilities have includedInformation Systems & Technology, Customer Support Operations, Paper and Image Item Processing, Banking Operations and IT Compliance in, mid-market and global organizations. As a leader in IS&T, she has established governance and compliance frameworks, architecture, portfolio and project management processes and led the selection and implementation of infrastructure, service vendors, banking solutions and  multiple initiations to reduce cycle time and IT expenses.

Subject Areas – IT Governance and Strategy, Risk Management & Compliance, Business Resumption and DR Planning, IT as a Service,Business Alignment, Architecture and Roadmaps, Budgeting, Risk Management & Compliance, Program Office, Process Improvement, Team Development & Mentoring, M&A, Infrastructure Optimization, Change Management, Call Center, Help Desk and Desk Top Services, Capital Planning and Financial Modeling.

Business Acumen – Corporate Level relationships and communications, Strategy and Planning, Financial & Operational Performance Improvement, Change Management, Team Building & Coaching,

Industry Verticals – High Tech:Client Support, Customer Advocacy, IS&T Operations.  Banking: Customer Support, Client Support and Bank Operations

Representative experiences

IT Governance& Strategy–At Cisco and Bank of the Westdeveloped cost reduction strategies for IT services for Customer Support, Computer Operations, Call Center and Item Processing Operations; improvedSystems and Infrastructure Delivery by 20% with Business engagement; standardized IT Service reporting for cost, quality, availability risk and the user experience; developed strategic architecture alignment with Business goals.

Risks and Compliance Management – Led the design, development and implementation of General IT Controls, policies and processes to successfully pass SOX IT compliance audits with no major deficiencies. Continued to automate and streamline processes to reduce controls by 47% and expense by 25% in three years.  Led the development, implementation and successful testing of Business Resumption Planning for Bank of the West and Cisco Engineering Data Centers.

Standardized IT Service Operations – Led business and IT teams on the alignment of Business functions with Systems and Technology leveraging the BOST methodology for Customer Service and Service Supply Chain at Cisco.  Directed Life Cycle Managers on theplanning, analysis and reporting required to align with Service Oriented Architecture principles to minimize costs, improve quality and the user experience while reducing time to market and maximizing leverage.

Bank Operations – At Bank of the West, led the implementation of world class Image Item Processing to streamline check processing and statement rendition, reduce costs and improve customer service.  Led the design, development and implementation of Call Center policy, procedures and automation to accommodate a 50% increase in call volumes with a 5% increase in staff in 6 months.

Past employers:  Cisco Systems, Bank of the West.

Education – BA – Business, San Jose State University; MBA – Golden GateUniversity

Certifications – Six Sigma – Green Belt, ABA – Bank Operations