1110 N Pheasant Ct ● Elkhorn, WI 53121 ● (H) 262-723-5573 (M) 262-328-4442 ●

dmlwis@yahoo.com

David Larson

Summary

I have provided a wide range of consultative expertise including implementation of new or upgrading existing technology, re-engineering business processes, all while crafting strategic direction. In my current role I positively impact many business lines within Wells Fargo to transition technology infrastructure into the Enterprise environment. I have managed customer facing organizations and large scale projects throughout my career. My range of knowledge extends from the “back end” to the “front end” customer facing operations. On many occasions I reduced overall expenses while raising customer satisfaction. I have a wealth of technical experience managing large projects worldwide. I have a proven track record working with many different teams within Wells Fargo developing technology transition plans including both people and associated financial budgets.

Professional Experience12/10/13-present Wells Fargo Milwaukee, WI

I currently work within the Distributed Platform Services organization. My focus is managing the transition of various technology operations to the Enterprise operating model. This includes the evaluation of the current state operations. I then develop a gap analysis that provides strategic recommendations including financial, HR, and technical impact to existing operations during the transition to the Corporate Support Model. I have led many successful efforts while insuring that the business is not adversely affected during the process. The savings resulting from the IT Consistency Program is well over $5,000,000 thus far. In 2014 I initiated another successful key project focusing mainly on the middleware support transition with many different lines of business.

9/10/12- 12/10/13 Wells Fargo Minneapolis, MN

I managed strategic technology initiatives for the Wells Fargo Insurance organization designed to enhance the customer experience. I directed the efforts of the technical teams on critical projects such as IVR and Quality Monitoring upgrades. I represented the business on complex technology upgrades which provided enhanced revenue opportunities while reducing operating costs. I worked with the business leaders to prioritize critical business initiatives that support the company objectives. The scope of

my responsibilities encompassed multiple sites and hundreds of contact center agents. My daily tasks included solving technical issues relating to the Avaya and Genesys applications. I revised the business continuity plan for the contact centers while negotiating new service level agreements with the vendors. My last success was to lead an effort to redesign the IVR menu and routing. The result was a better customer experience and improved reporting capabilities. I also conducted a detailed analysis focused on moving to the Cloud.

8/1/97— 7/15/12 HP Plano, TX

I managed all aspects of successful client engagements for various Fortune 500 clients including budgeting, team management, pre-sales negotiations, post project reviews, client interfacing, outsourcing strategy, and vendor management. Many of the engagements required the development of a strategic long term plan for the contact center operation with key milestones. I worked with clients in vertical industries such as Financial Services, Health Care, Manufacturing, Retail, and Government. I performed as the Technical Lead with a large healthcare provider to evaluate existing contact center technology while developing a 5 Year road map to upgrade current state Telephony and IVR infrastructure. I managed a successful engagement with the Province of British Columbia to implement state of the art technologies that significantly enhanced the customer experience. I authored a book for team members entitled Contact Center 101. I led a technical team which was responsible for transitioning a large financial institution to new technology across hundreds of sites throughout the US. I was a key contributor in developing the initial Microsoft Dynamics practice within HP.I worked with a large retailer to provide expertise on the contact center operations. My last client success was associated with the E-Verify roll out with the Department of Homeland Security enhancing the candidate and employer experience when interacting with the IVR.

10/1/96— 7/30/97 Em-Jay Corporation Glendale, WI

Client Services ManagerI led a team of client support specialists supporting the account representatives and developed the first call center for the corporation. The call center build out included the people, processes, and the supporting technology. This initiative resulted in a 20% gain in business sold by the Account Executives. This in turn led to a 7% reduction of expenses the first year the call center was operational.

Education2007-2009 Kaplan College Ft Lauderdale, FL IT Systems Management

Degrees1983— 1988 Carroll College Waukesha, WI

Business Administration

Awards

VF-11 Sailor of Distinction, Digital Circle of ExcellenceWells Fargo Shared Success (many)

Professional and Community MembershipsMilwaukee Chapter of the Help Desk InstituteChairman of the Staff Parish Relations Committee for the First United Methodist Church of Elkhorn Chairman of the Trustees for the First United Methodist Church of Elkhorn

ReferencesReferences available upon request