Darren Wesley Email & Phone Number

Norfolk, Va, Us

Norfolk, Virginia Area

Responsible for strategic planning and execution to support overall operational effectiveness and delivery of Legal Resources unique legal services plan benefit.Legal Resources has been a group legal plan provider since 1991, serving over 600 employer groups throughout the Mid-Atlantic region. Our success as a leader in the group legal services plan industry is driven by the depth of our legal plan attorney network, a strong commitment to provide local, dedicated on-site account services and support and a superior, award winning, customer service/member services department staffed with certified paralegals. Legal Resources mission is to provide comprehensive legal services to our members, that are easy to access and broad in coverage.

Norfolk, Virginia Area

Tenure with Bank of America spans from 1998-2016.Charged with leading enterprise-scale $500M+infrastructure projects to replace legacy loan origination systems with state-of-the-art technology and implement $40M+ reporting and business intelligence technology budgets.DELIVERED RESULTS:Developed evaluation metrics and a scoring model to measure external vendor solutions against 1,000 specific requirements, tracing the scores to critical business objectives and pinpointing benefits and challenges of each solution’s implementation. Launched a real time data warehouse and implemented MicroStrategy Business Intelligence tools throughout the organization in coordination with teams from technology, mortgage fulfillment, reporting, and analytics.⇒ Led the change of culture to the new reporting system and dashboard reports affecting more than 5,000 associates, conducting train the trainer sessions from front-line associates to the executive–level, onsite in Texas, Arizona, California, and Oregon. ⇒ Defined new performance metrics to accurately reflect associate contribution to customer satisfaction and shareholder value.⇒ Streamlined report development and defined a new data access strategy, setting clear direction and design standards for future production reports while remaining compliant to enterprise information security standards. Savings reached more than $1.5M annually through reduced production time for each associate.⇒Reduced report deployment window from quarterly to monthly/weekly, allowing reporting teams to improve responsiveness to changing business needs.

Norfolk, Virginia Area

DELIVERED RESULTS:Provided oversight for the installation of 500 new ATM machines and the upgrade of 2,000 existing systems annually, while managing 12 direct reports and administering a $10M annual budget. Led the entire end-to-end process, including site investigations, installation, and seamless launch. Coordinated construction, ordered equipment, and collaborated with technology providers. ⇒ Developed an ATM transaction forecast model, which analyzed customer transaction trends to drive technology and capital requirements, as well as teller staffing needs. Led hardware reliability strategy, optimizing machine and supplier process performance, and targeting optimal maintenance/upgrade scheduling to reduce customer impact, minimize ATM network support costs, and ensure maximum operation.⇒ Conducted design for serviceability external vendor forums with NCR and Diebold across the ATM Operations Group, which uncovered the root cause of more than 25% of failed customer interactions.⇒ Streamlined the repair and replacement of vandalized machines, reducing ATM site downtime and negative customer impact. ⇒ Led system upgrade from paper check deposits to check-imaging technology for more than 4,000 existing ATMs, enhancing the customers’ experience, improving speed of deposits, and reducing servicing costs.

Norfolk, Virginia Area

DELIVERED RESULTS:As Vice President, Business Continuity Manager-Card Issuance (2007):⇒ Drove the business continuity strategy, overseeing ongoing domestic production and issuance of 25M credit cards per year in the event of a site outage.⇒ Determined appropriate levels of inventory to support all domestic card operations and emergency recovery scenarios. Created an inventory control model to reduce holding costs, increase inventory turns, and establish safety stock levels.As Vice President, Group Operations Manager-Card Issuance (2005-2007):⇒ Led the seamless migration of services to Total Systems Services (TSYS) with no impact to customers.⇒ Established systems to rapidly resolve card issuance problems, engaging enterprise-wide support teams and building new business partner relationships to ensure card delivery on time and as requested, which dramatically reduced issues.As Vice President, Senior Change Manager-BA Merchant Services Change Management (2004-2005):⇒ Appointed lead representative in charge of managing the replacement of the merchant services platform. ⇒ Managed the consolidation of the chargeback team, resulting in $1.3M operational savings.⇒ Introduced Six Sigma methodology to new Bank of America associates.As Assistant Vice President, Unit Manager Government Card Services Operations Support (1998-2004):⇒ Managed the EAGLS application re-hosting project, collaborating with supply chain management to competitively bid and strategically negotiate a customized solution with IBM, saving $10M over 5 years – a 57% reduction in costs.⇒ Led the migration of the EAGLS application from Netscape application server to WebSphere, resulting in a 50% savings over forecasted project costs.⇒ Spearheaded a Six Sigma technical help desk Green Belt project, saving $265,000 annually, decreasing average call duration 31%, and reducing abandoned calls 54%, while increasing call quality scores.

Mba, Mba For Executives

Bs, Decision Sciences

Education record