Jeff Waite Email and Phone Number

Directed the day-to-day activities of six project managers and eight coordinators supporting Total Wine and More, Cognizant, Carters, Ocean State Job Lot, Abercrombie & Fitch, Urban Outfitters, Axper, World Market, Lucky Brands, Brooks Brothers, Forever 21, Aeropostale, Wolverine, and Direct Supply with procurement, customer success, refurbishment, training, reviews, and escalations. Controlled budgets up to $6M.• Oversaw customer service strategies and initiatives for a $15M customer portfolio.• Maximized sales and minimized inventory by creating a POS solution for Aeropostale during the 2022 holidays.• Minimized shrink and maximized inventory by solutioning and implementing new receiving processes.

As the Director of Support Services, Guided daily operations to support warehouse technical issues, repairs, and staging. Oversaw a team of 10, optimizing talents through ongoing training and mentoring.• Minimized shrink by 90% and increased accuracy by 97% via process improvements.• Spearheaded a movement from Illinois to Michigan during the acquisition of Carlton Technologies.

Managed 15 project managers and coordinators supporting projects and programs for 175 accounts, including Dicks Sporting Goods, Subway, Sonic, Five Below, Wendy's, Ross, TJ Maxx, Pet Supply Plus, and Skechers. Controlled budgets up to $20M, helping with procurement, training, help desk, staging, deployments, refurbishments, and more.• Built a new PMO structure with best practices and processes for a $20M operation.• Saved up to $5M by introducing improved project management, SOW requirements, and resource allocation.• Minimized target deviations by developing and implementing accountability processes and measurements.

Supervised a team of 20 at an operation with a $7.5M budget, working closely with senior leadership to support IT system projects and programs, including application deployment, testing, documentation, service level goals, etc.• Implemented IT systems at 1800 stores, opening 100 stores yearly (450 in total) and completing 1K+ remodels.• Reduced spend by creating and implementing five-year financial plans for new stores.• Decreased issue escalation by developing a database and building a new store knowledge base.• Eliminated underperforming vendors while creating an RFP and scorecards matrix to diversify vendors.• Recognized for perfect store opening record.• Introduced Voice of the Customer (VOC) feedback to build a product roadmap and deploy a new POS system.• Managed the IT booth at an annual leadership conference with 2K+ guests.

Enabled ongoing transformation across financial, POS, Business Intelligence, Human Resources, Warehouse & Replenishment, FTP interfaces, Loss Prevention, Rewards, and vendor integrations. Managed wireless network solutions, server migration, RF gun deployments, infrastructure solutions, and POS payment solution projects. Oversaw a team of 33 and reported to the CIO.• Spearheaded efforts across technology and field support for 77 retail stores.• Introduced customer service level agreements and objectives and first response resolutions.• Participated in the Steering Committee to support strategic planning and future goals

• Created Expense/Profitability budgets and Member/Client programs, initiatives, and policies designed to meet projected yearly club revenue.• Developed customer service and financially targeted business plans, which resulted in club achieving overall revenue rating of 5 among 200 other clubs.• Improved club customer usage over six month period by averaging 80 thousand workouts per month (120% over organizational average), which resulted in 70 point score increase of J. D. Power Customer Satisfaction.

• Managed Information Technology division, through cross-functional collaboration, in the creation of record administration, database, and information management programs using (SQL Server 2000, HTML, ASP, Microsoft Access, SQL Enterprise Manager, SQL Statements) to support over 40 thousand end-users.• Collaborated with business leaders to establish protocols for producing requirements, service level agreements, system documentation, testing, and application deployment.• Supervised more than twelve applications adhering to SOX compliance and performance goals, which resulted in $10 million sales increase and $55 million cost reduction.• Promoted new policy development, reduced costs, and increased productivity through process simplification, policy development, and renegotiation of pre-existing contracts while managing $2 billion field sales revenue budget.• Led cross-functional domestic employee and offshore contractor teams in the design, coding, and implementation of IT applications which increased company revenue $2 million.• Performed in eight members IT steering committee responsible for project prioritization, assigning workloads, and weighing cost implications of tasks to ensure on-time completion of applications within budget.• Negotiated vendor contracts and third party software license agreements saving company $500 thousand in expenses.• Saved $35 million by streamlining, enhancing, and/or shutting down existing software applications.

• Diagnosed and restructured project and budget management operational protocols which saved company $1.2 million.• Performed analysis of operations programs and processes which resulted in the redesign and implementation of new automated business workflow systems.• Assembled Microsoft Access databases used for tracking Human Resource information and additional company reporting.• Normalized undocumented data from various files and relational databases to create standardized data repositories for existing applications.• Spearheaded new and enhanced business system projects as Project Manager responsible for analysis, design, and implementation of applications.• Designed, modeled, coded, and tested various prototype software applications to assist the technical teams with operational analysis and software development.

• Led offshore team of 12 in creation of test plans, scripts, and high-level requirement documentation.• Identified business requirements to enhance system testing and document areas of potential conflict. Collaborated with President of Client Company and IT systems to communicate all problems found within support structure.• Standardized regression testing and determined product release and implementation schedules.

Worked under Contract at LandAmerica as a consultant for Udig Technologies

• Managed and trained 15 associates in sales and store operations.• Monitored budget, payroll, inventory, and merchandise receipt to ensure staff associates and store were always positioned to meet consumer demands.

• Supervised and oversaw team responsible for project plans/requirements, issue lists, milestones, change orders, cost estimates, and post implementation reviews.• Surveyed clients accounts, contracts, and projects to ensure contractual commitments were being met.• Communicated business functions and organized cross-functional meetings between client and team members to guarantee requirements were being documented and fulfilled.• Administered Gap analysis project reviews to determine, document, and approve the variance between business requirements and current capabilities.

• Established company’s first quality assurance department to formalize test plans, scripts, and project prerequisite/constraint/development documents which saved $10 million.• Authored and implemented automated project testing software to increase associate productivity and decrease cost.• Created and implemented regression testing methodology used to identify function/configuration changes and enhancement issues.