James W.

Wenger
305 SW Highland St. Contact: 816.524.1380
Lee's Summit, MO 64063 Email: jw562644@westpost.net
SUMMARY
Results oriented IT and Project Management professional with over 12 years exper
ience guiding project teams to achieve successful implementation of large consum
er and business telecommunications projects. Expertise includes:
* Financial Analysis
* Auditing
* Team Leadership
* New Product Development
* Customer Service Quality
* New Technology Deployment
* Project Management
* Curriculum Development/Delivery

PROFESSIONAL EXPERIENCE
CVS Caremark, Lee's Summit, MO 2009 - present
CSR

SPRINT, Overland Park, KS 2006 - 2007

Supervisor of Quality
Project and program management of technology implementation and maintenance of q
uality systems for 60+ Sprint Internal and Vendor Contact Center sites across th
e world with emphasis on system implementation and reporting of quality data.
* Evaluated the level of support needed for the In Home Connection Terminal (IHC
T) trial to determine the usability of an internal call center as main Customer
support.
* Ensured a transfer to Tier 2 Data Specialists for trouble analysis and ticket
creation.
* Streamlined process to have all calls go directly to the Tier 2 Data Specialis
ts through a dedicated Interactive Voice Response system with a disambiguation m
enu that stripped off the billing and general maintenance calls. Decreased cust
omer phone time, increased customer satisfaction and through the elimination of
calls, saved Sprint $15 Million per year.
IBM, Overland Park, KS 2004 - 2006
Project Manager
Managed medium to large consumer Wireless and Wire line displacement telecommuni
cations projects from inception to implementation.
* Successfully managed the top four priority projects in terms of importance and
size for Sprint in transition from Sprint to IBM over 3+ years. Resulted in de
creased calls and call times and increased employee productivity, saving $75 Mil
lion.
SPRINT, Overland Park, KS 1996 - 2004
Program Manager (1999-2004)
Managed end to end support models for wireless data networks. Managed support st
aff of three testers.
* Led cross functional teams on provisioning wireless devices, and wireless data
services.
* Developed Train the Trainer curriculum, training 100 employees and developed a
nd trained 700 customer contact center specialists for 3rd Generation PCS networ
k roll out.
* Tested front end graphical user interfaces (GUIs) in Enterprise Releases ensur
ing functionality was working as designed.
* Analyzed and evaluated Sprint PCS Customer Center, presenting facts, results,
and recommendations to decision makers.
Financial Analyst (1996-1999)
* Developed and distributed internal billing record verification reports through
LAN network for entire Sprint PCS network.
James W. Wenger Page Two
* Evaluated Process Flow Analysis and initiated subsequent process improvements
through quality improvement techniques.
* Created and produced Project Pipeline methodology for employees. Developed an
d delivered training to 100 employees on new methodology. Project Pipeline was l
isted as one of top five reasons Sprint PCS won the Missouri Quality Award (MQA)
in 2001. Zero cost project - brought in ahead of schedule.
* Tracked and prioritized methodology implementation across Sprint Customer Care
in extremely short timeframe.
WENGER ENVIRONMENTAL, Lee's Summit, MO 1994-1996
Owner
Consulted with consumers and small businesses on home environmental issues regar
ding air and water filtration.
* Enhanced and improved quality of life for customers by providing filtered wate
r and clean indoor air quality.
IBM, Kansas City, MO 1979-1994
Account Support Representative (1992-1994)
Served as liaison between customers and Sales and Administrative departments, en
suring the customers' contracts, configuration, site and other administrative de
tails were in alignment with IBM policies and procedures for medium to large IBM
hardware installations and upgrades.
Area Auditor (1991-1992)
Performed operational audits to ensure financial guidelines were followed for 35
branch offices.
Corporate Instructor/Developer (1989-1991)
Developed one and two week classes and trained over 1,000 employees throughout t
he US in business communications, branch office control desk and various custome
r care and administrative functions. Utilized adult learning theories including
the Systems Approach to Education (SATE).
Asset Operations Manager (1983-1989)
Administrative Account Specialist/Commissions Desk/Accounts Receivable/Orders &
Movements of Equipment (1979-1983)
EDUCATION/ PROFESSIONAL DEVELOPMENT
Masters of Project Management (MPM) in Project Management, Keller Management Sch
ool of Business, Overland Park, KS.
Masters of Business Administration (MBA) in Management, Oklahoma City University
, Oklahoma City, OK.
Bachelors of Science in Political Science with minor in Business Administration,
Manchester College in North Manchester, IN
Certified Project Management Professional (PMP) credentials from Project Managem
ent Institute (PMI).
Member of Kansas City Project Management Institute (KCPMI). Member of volunteer
speaker's team to recruit and escort Project Management Professionals for annua
l KCPMI Professional Development Days.