Will Ledbetter Email & Phone Number

Salem, MO, US

Saint Louis, MO, US

• Provide dedicated, high-touch, customer-centric support for complex department transitions, workforce mergers and acquisitions, consolidations, divestitures, and annual Open Enrollment activities
• Target due diligence and analysis efforts in advance of organizational transitions to ensure alignment with business requirements as well as ensure potential issues are identified and mitigated
• Partner with various enterprise teams and related stakeholders to fully document Open Enrollment onboarding processes for Contingent Worker hiring scenarios
• Align process improvement efforts to low-hanging fruit with a target of reducing Agent Day 1 downtime
• Create and maintain operational and department process maps for onboarding New Hire, Transfer, Rehire, and Conversion hiring scenarios as well as all known process exceptions
• Document, design, develop, and maintain team portfolio of service catalog items, including user acceptance testing activities, ensuring alignment with IT Service Management best practices

London, Ontario, CA

• Partner with existing and new OEM stakeholders and subject matter experts to elicit and fully document Lead Management System, Inventory Syndication, and Reporting business requirements
• Analyze and translate conceptual business requirements into functional requirements while ensuring alignment to existing platform capabilities and business outcomes as well as traceability back to business requirements
• Create high-level and detailed current state and future state process workflow diagrams and wireframes to set business, project, and development teams expectations
• Support and facilitate OEM management requests for prioritized ad hoc data analysis and targeted investigations of lead source providers
• Vette all new lead source providers to ensure the consumer activity driving the lead web form is fully understood, documented, and complies with existing OEM business rules
• Leverage CPDE background to implement new and optimize existing business processes

Frisco, Texas, US

• Deliver best-in-class consultation, training, and support services to global business partners and proprietary clients; application trainings and short-term projects with Unilever, Tech Mahindra, ISM Canada, Marriott.
• Proactively research ServiceNow and Cisco Prime Service Catalog release documentation for new features, benefits, and changes to existing tool capabilities; update existing training collateral and perform knowledge.
• Explore and cultivate all aspects of Internet of Things (IoT) to determine cost and effectiveness of creating new internal company practice; proactive review of Gartner and Forrester research, attend trade shows to.
• Collaborate with leadership team and key stakeholders to document and optimize New Hire Onboarding/Offboarding and New Product Offering business processes

San Jose, CA, US

• Facilitated end-to-end process of onboarding services into Cisco's centralized storefront of internal services and apps; coordinated and led geographically diverse and cross-functional business and development teams.
• Defined and drove business objectives and outcomes; proactively met with all project stakeholders to fully analyze existing processes and procedures, created detailed ‘future-state’ process flows while ensuring overall.
• Ensured business requirements were properly vetted and adjudicated, fully analyzed, documented, business-approved, and instilled with holistic IT Service Management best practices
• Translated complex business and technical requirements into confident, functional specifications and solutions; partnered with IT to deliver agreed solutions while optimizing and streamlining internal end-to-end.
• Created comprehensive UAT test plans to mitigate design, service form, and provisioning issues; ensured test plans completed by business and services defect-free prior to Production release
• Partnered in developing lightweight governance models and standards for all services being onboarded

St. Louis, MO, US

• Performed Business Analysis, IT and Business Service Catalog Management, and Service Designer roles for IT Service Management Office
• Collaborated with business units and service owners to ensure services met business goals and requirements
• Partnered with stakeholders to fully document business requirements; created and documented well-defined, repeatable, and sustainable service lifecycle processes utilizing ITIL holistic approach and IT Service.
• Actively engaged customer focus groups for service form and user experience feedback; linked improvement efforts to Continual Service Improvement process
• Reduced support team incidents 60% by authoring and publishing Request Fulfillment and Incident Management knowledgebase solutions
• Coordinated test cases for fulfillment teams and customers during user acceptance testing

St. Louis, MO, US

• Provided superior 24/7/365 Level 1 support to 28K+ customer base
• Consistently led First Contact Resolution and Customer Satisfaction metrics
• Proactively researched, authored, and published Knowledge Management solutions
• Troubleshoot and resolution of Incidents and Service Requests

St Louis, Missouri, US

• Designed and implemented network of superior reporting tools
• Recommended solutions to critical business needs
• Researched and identified current key market trends and areas with potential growth opportunities as aligned to business
• Monitored poor performing business areas and developed decisive corrective actions
• Enhanced quality and integrity of reporting portfolio by automating and streamlining reporting processes

St Louis, Missouri, US

• Negotiated and managed corporate inventory levels for $14M Men’s replenishment areas
• Interfaced with customers to identify key business needs
• Documented procedures, aided in user certification, and implemented aggressive recommendations focusing on under-penetrated zones
• Managed design and implementation of retail and vendor sales databases