Bob Capps Email & Phone Number

Elected Vice President General South Central District Sons of the American Revolution. The South Central District includes Texas, Missouri, Kansas, Arkansas and Oklahoma Societies.

Responsible for the strategy, deployment and operation of disaster recovery at Commerce Bank. Protection of bank information with backup and disaster recovery responsibilities.

Responsible for the Commerce Bank Project Management Office with a team of 15 Project Managers. Provided Project Management for Bank Acquisitions and major/critical Business and Information Technology Projects.

Provided support for Commerce Bank's transmission of files internally and externally. Files exchanged with other financial institutions can contain significant amounts and must be on time. Also provided Data Center Operational support and responsible for scheduling of thousands of processes and jobs for Operations. Project Managed the installation of IBM's Tivoli Monitoring tools that provides warnings before a problem occurs preventing outages.

Recruited by a large petroleum marketer to assess company technology infrastructure and upgrade aging technology to support business growth.  Facilitated and created an industry best functional business requirements document for evaluating and purchasing new software to support the business. Upgraded company PCs and servers to new technology and identified and addressed software licensing gaps while upgrading operating systems to Windows XP and software to Office 2003.  Implemented a new 3COM VoIP phone system reducing costs and increasing functionality.

Promoted from Director of Business Systems and Processes to lead strategy development aimed at expanding capabilities of Customer Service Call Center to handle Sprint PCS, a new wireless division of this telecommunications company offering long distance, local and wireless services. Directly managed several director level personnel and oversaw efforts of 252 employees. Served as member of Executive Steering Committees for major Sprint PCS initiatives. Implemented marketing offers and programs and led product development teams to optimize customer support enhancements. Facilitated $6.2 million savings by creating and implementing a graphical user interface front end that significantly improved efficiency and quality of activation processing. Played key role in launch of sprintpcs.com as business case sponsor for an initiative that provided 1.7 million customers with online access to accounts each month and lowered call center costs by $2.2 million.

Progressed to direct statistical and analytical projects aimed at increasing customer retention and satisfaction. Held accountability for managing 20 programmers responsible for segmenting customer base by psychographic data, demographic data and revenue value to identify consumer marketing needs and determine necessary action plans to achieve desired outcome. Oversaw data marts supplying database marketing information for USAA, Latino, Asian, college and mass marketing teams. Drove accuracy of customer loyalty program marketing from 15% to 99.9% by leading documentation of issues regarding incorrect customer targeting by outsourced marketing group. Credited with lowering annual costs by $650,000 and minimizing contractor support needs by resolving issues and expediting turnaround time of marketing information requests. Supplied marketing teams with tactics and decision-making tools to improve customer relationship management and drive customer loyalty.

Charged with assisting direct reports of VP to define and improve key business processes as well as to train managers and quality teams in group dynamics and statistical process control. Coordinated team consisting of IBM and Sprint personnel formed to lower the rate of business outages stemming from procedural issues and vendor system software failures. Established a formal Operations Review meeting in which directors presented key measurements and improvement plans for measurements outside of statistical control; VP utilized meeting to ignite organizational behavior and instill accountability. Demonstrated expertise in counseling psychology, statistics and technology to significantly improve group dynamics, correctly define measurements and ensure reliability.

Progressed through increasingly responsible IT positions such as Group Manager of System Software Development and Supervisor of Database Administration to provide system software for 135 products and ensure software currency of major processing facilities. Negotiated systems software contracts, managed $22 million budget, handled invoicing, maintained licensing and oversaw 5 managers and 150 personnel in 2 locations.  Recognized by Board of Directors as an integral contributor to the reduction of Information Services operating expenses by $12 million through adoption of new technology and consolidation of data centers. Held accountability for maintaining current and stable VM, VSE and MVS operating systems for eight operations telephone company data centers and two regional data centers. Headed team of 8 database administrators charged with designing corporate databases to support 200 application programmers.

Ms, Counseling Psychology

Ba, Psychology

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