Carmin Vitale

Managing Director, It - Customer Experience and Customer Service Solutions - Post Fedex/Next Chapter

FedEx · Collierville, Tennessee, United States

Present

Founder and Ceo

LDBD Enterprises, Business-IT Strategy, Customer Service, and Customer Experience Consulting · Memphis Metropolitan Area

Present

Management and leadership consulting, engagements focus on CTO/CIO and business strategy development, mentoring and coaching executive leaders with large-scale global e-commerce and logistics teams, programs, and projects. Partner with businesses that are liquidating high-value merchandise to establish a social media and electronic commerce (ecommerce) presence. Partner with distributors to market and sell inventory.

Managing Director, It - Customer Experience and Customer Service Solutions

FedEx Services · Collierville, TN

Managing Director, IT – Customer Experience and Service Solutions for FedEx Services, This included CTO/CIO and business leadership for the FedEx Customer Service, Shipment Claims, FedEx Customer Equipment Repair, FedEx Field Service, and the FedEx Technical Support organizations. Led a global team focused on delivering customer-centric solutions for the FedEx Global Customer Experience and Customer Service organizations. This development organization has responsibility for a number of on-premise and packaged solutions along with implementing cloud-based solutions including Salesforce. Innovated and modernized the global FedEx Customer Service Experience by leading and driving future-state business and technology strategies.

Managing Director, It - Global Customer Edge Development

FedEx Services - Information Technology · Greater Memphis Area

Director, IT – Global Customer Development (GCD) which is part of the FedEx Customer Access Solutions IT organization. The GCD team is responsible for the product management, software development, and support of the FedEx Ship Manager and Customer Point-of-Sale (POS) programs which include FedEx Ship Manager (FSM), FSM-Server, FedEx Integrator (FXI), and the Global Ship Manager application. These applications are critical to FedEx customers' logistics and shipping operations and generate 5-6 million packages per day and $24+ billion in annual revenues. Spearhead the development and deployment of innovative technology solutions that transform how customers do business with FedEx. Partner with executive management at major customer accounts along with FedEx Marketing/Sales to implement large-scale revenue-generating technology solutions (e.g., Walmart, Amazon, Saks Fifth Avenue, Apple, and CDW).

Managing Director, It - Enterprise Systems

FedEx Services - Information Technology (IT)

Provided IT leadership for four distinct software development organizations within the FedEx Ground corporation with FedEx IT. Responsible for all aspects of strategic planning, development, implementation, and support for several mission-critical and large-scale systems for FedEx Customer Service and Automation, FedEx Ground Operational Systems, Human Resources, and Finance. Proposed and implemented a Center of Excellence (COE) for Human Resources, Payroll, and Legal systems. Automated several business functions, which reduced business and IT expenses by 30% ($2 million per year) and addressed Sarbanes-Oxley, regulatory compliance, and security requirements. Managed all aspects of a large-scale Oracle-PeopleSoft environment that processed HR, payroll, and time-labor information for 40,000+ employees. This critical enterprise-level application was one of the largest single-instance PeopleSoft installations in the United States during this timeframe.

Manager, Electronic Commerce

FedEx Services - Information Technology

Provided IT leadership for two distinct software development organizations within the FedEx IT – Electronic Commerce organization. Responsible for the development of FedEx Ground website applications, and centralized rating and shipment tracking systems for the FedEx Corporation. Proposed, designed, and spearheaded the reengineering of the next-generation FedEx tracking application infrastructure and systems. This system significantly improved customer satisfaction through improved information availability via FedEx.com. This project centralized and streamlined a very complex application architecture which improved system reliability and data integrity.

Application Development Manager, Electronic Commerce

Caliber Technology, Roadway Services, Roadway Package System

This was a position with a technology division of Roadway Express/Caliber System that went thru two different corporate-level reorganizations and was later purchased and integrated into the FedEx Corporation during the 1998-2000 timeframe. Managed and directed top-tier software development teams through the complete product development lifecycle. Managed all aspects of several mission-critical systems including application development, systems administration, network management, computer operations, and production support. Management responsibilities include project governance, directing cross-functional technology teams, project management, and staff development. Designed and directed the implementation of the "Calibersys.com" and "ShipRPS.com" websites which eventually transitioned into the FedEx Ground website (FedEx.com). This system grew beyond expectations at the time and generated $30 million in annual revenues and reduced operational costs by millions annually.