"What-a-sizing IT Support": Presented by, Ron Willbanks, Director of Contact Center Operations.
"What-a-sizing IT Support" is an overview of the strategy implemented by Whataburger's Contact Center over the past 18 months to improve service desk operations. Ron will present the business drivers for each project and open up the review of lessons learned to invite audience participation. He will also provide a preview of planned improvement initiatives for the next 18 months.
Ron Willbanks has over 20 years of experience of IT project management, service delivery and customer engagement management. He has held executive level positions in technical staffing services and vendor management, and his industry experience includes automotive, higher education, consulting and retail management. He joined Whataburger in 2008 as a director in the IT department responsible for project management and governance.
In December 2009, he took over contact center operations and in 2010 he received the Bob Medlin "Difference-Maker" award from Whataburger (i.e., director of the year). He has an MBA from Oakland University, and has earned PMP, ITIL and HDI Support Center Director certifications.
Location: Whataburger Restaurants, LP 300 Concord Plaza, San Antonio, Texas 78216. Lobby: 210-476-6000