Wendy Coates Email & Phone Number

Accountable for the information technology operations of bank, developing the technology strategy to support growth across products and leveraging technology to create an exceptional customer experience. This role leads vendor management, cyber and physical security, facilities management, service desk and technical expertise for application and infrastructure management in a highly regulated industry.

Glen Allen, Va, Us

Accountable for the technology investments, implementation and daily support for a full-service mortgage, realty, and insurance company of 400 employees across ten locations. This role led vendor management, cyber and physical security, facilities management, and technical expertise for on premise servers, Azure IaaS, and end user support.· Developed overall technology strategy to support company growth covering software platforms, infrastructure, networking and end-user support· Established technology policies and procedures for daily operations, disaster recovery, security monitoring and event investigation; developed security employee training to represent the lasts security situations and those unique to the mortgage industry· Created a Technology Council with internal and external expertise to set and validate our 3 to 5-year architecture; includes setting annual budget, product evaluation, addressing shadow technology and serve as catalyst for project implementation success· Designed the information technology specifications for the new building remodel and oversaw all phased of the construction: data cabling, wireless access, server room, presentation and training rooms, physical building entry, external cameras, etc.· Reduced overall vendor costs by $1MM per year through contract negotiation, eliminating redundant applications, replacing services with more cost-efficient products· Standardized group policies, system access roles, automated employee system termination, implemented asset management, penetration testing bi-annually with formal operational audit bi-annually, conduct security investigations and improved Azure security score by 50%

Ashland, Va, Us

Accountable for the overall operations of a full-service e-commerce warehouse providing services to more than 40 clients. The role required onboarding new customers to both processes and technology, growing current client business, talent management, P&L ownership and serving as voice of customer for the technology strategy.· Established onboarding process for new clients: technology assessment for current order management systems (OMS), define development needs for warehouse management system, define and execute strategy for receiving products, distribution channels and meeting service level agreements· Grow existing client revenue: Created light manufacturing capabilities to fill a gap in the market; repackaging returns, product kits, specialty packaging and product inspection services· Operations management: created growth culture through talent management, increased revenue by 50% with path to 20MM, reduced expenses by 65% through staffing changes, increased productivity and cost cutting strategies· Developed and implemented technology strategy: managed implementation of new warehouse management system (WMS) including migration of existing clients, customizations improve service through automation, leveraged lean principles to improve warehouse distribution

Mclean, Va, Us

Accountable for managing complex customer service technical support for 70,000 employees across the U.S. and international sites. The role included extensive customer collaboration to deliver business goals through effective call center support and field service support with a $50MM budget.· Developed innovative technology support model: resolved technology issues in 30 minutes or less resulting in increased employee productivity, lowered support cost and improved customer satisfaction by creating an internal technology store including new space design, new operating model and vending for IT peripherals· Designed 5-year strategic business plan for service support: Reduced calls to call center, expanded technology store services, leveraged self-service and self-healing technology and implemented technology product vending.· Reduced service costs by $15MM through organization design, operational efficiencies and streamlined logistics while decreasing our field dispatch issue closure time by 20%· Provided leadership, motivation and career development to 170+ technicians across the U.S., Canada, India and the Philippines, comprised of employees, contractors and vendors · Influenced suppliers to provide new products and services by building strong relationships resulting in increased customer value and reduced cost by $3MM· Identified and implemented continuous improvement activities including automation and product changes that reduced technology quality issues by 65%

Mclean, Va, Us

Responsible for customer relationship technology and product fulfillment systems. Provided direct leadership to 50+ software developers and 50+ offshore development resources. The role required successful, timely delivery of multiple large projects that increased consumer market share and complied with applicable laws and regulations in the financial industry.· Led software development teams to deliver services such as credit line increases, bank product offers and collections tools through Agile delivery methodologies· Owned the strategic direction of the customer management platforms across Phone, Web and Mobile channels resulting in improved platform reliability and lower cost with annual support budget of $50MM· Delivered high quality code into production resulting in zero compliance findings and excellent internal and external audit reviews

Mclean, Va, Us

Responsible for credit acquisition services: Website development, credit decisioning rules, customer modeling implementation, credit application processing and manual application review processes• Provided direct leadership and development to 70+ employees in the flawless delivery of software into production resulting in no regulatory findings and excellent internal and external audit reviews• Launched Six Sigma project that reduced the application process cycle time by 80%, 15 days to 3 days, surpassing customer expectations

Master'S Of Science, Management Of Information Technolog

Masters, Information Technology

Bachelor’S Degree, Psychology

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Master'S Degree, Management Of Information Systems