Experience

Mitchell Associates, LLC

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Owner

  • Jan 2004 - Present

  Providing management consulting, strategic planning, risk assessment, and board leadership services to businesses seeking to improve operations, to solve regulatory issues, to achieve competitive advantage, or improve our community. Providing mentorship and coaching services to individuals who are seeking change and growth in their careers. Providing management consulting, strategic planning, risk assessment, and board leadership services to businesses seeking to improve operations, to solve regulatory issues, to achieve competitive advantage, or improve our community. Providing mentorship and coaching services to individuals who are seeking change and growth in their careers.



International Institute for Learning

• United States
• Professional Training and Coaching
• 200 - 300 Employee

• Instructor

  • Aug 2018 - Present

  IIL is a global leader in training, consulting, coaching and customized course development, and is proud to be the educational provider of choice for many top global companies. IIL's core competencies include Project, Program and Portfolio Management, Business Analysis, Microsoft® Project and Project Server, Lean Six Sigma, PRINCE2®, ITIL®, Agile, Leadership and Interpersonal Skills, Corporate Consciousness and Sustainability. As an Instructor, my role is to deliver training within these competencies so as to enable both individuals and organizations to take their leadership and functional capabilities to the next level.



Bank of America

• United States
• Banking
• 700 & Above Employee

• SVP, Service Delivery Executive

  • Dec 2005 - Jun 2017

  Accountable to Fraud and Contact Center CIOs for delivery of infrastructure solutions aligned to their respective business strategies and application portfolios. * Led a team of program / project management professionals to deliver funded and approved projects on time and within budget. * Participated with CIOs in strategic planning, business case development, and budget development for future year initiative book of work. * Ensured infrastructure capital plans and forecasts aligned to approved CIO project portfolios and defined capital targets. * Accountable for relationship management with the CIOs and their senior leadership teams, building and maintaining trust with transparent communications. Total combined initiative portfolio under management averaged $30MM annually, including labor, capital, and direct expenses. Key Contact Center accomplishments included: * Transformation of Consumer and Card contact centers to VoIP technology and to total call recording, for increased operating flexibility, improved agent performance, and improved regulatory compliance. * Significant expansion of Mortgage Servicing Contact centers, in response to increased demand from the loan portfolio * Expansion of contact center call servicing to third-party vendors, to leverage speciality skill sets and drive efficiencies Key Fraud portfolio accomplishments included: * Transformation of fraud detection and prevention into real-time processes, resulting in reduction of fraud losses, reduction in operating expenses, and improved customer experience. * Delivered enhanced consumer fraud controls and alerts for their financial products, including travel flags, geospatial-based fraud detection, chip cards, card-blocking, and account takeover prevention. * Delivered enhanced data analytics platforms, for improved modeling and strategy development. Accountable to the CTO function for delivery of strategic initiatives including virtualization and cloud capabilities.



Duke Energy Corporation

• United States
• Utilities
• 700 & Above Employee

• Manager, Voice Response

  • Jan 1999 - Dec 2003

  Accountable to the Customer Service line of business for operating and delivering change to the Voice Channel, as required to meet defined service levels and sustain or enhance customer experience objectives. Directly led a team of analysts, developers, and project management professionals to manage, maintain, and enhance IVR and agent desktop applications. Participated with Customer Service leadership in strategic planning, business case development, and budget development for future year initiative book of work. Accountable to the CIO organization for planning and execution of strategic infrastructure and application projects. Accountable for maintaining relationships with business and technology executives, with technology partners including Product Management, Product Engineering, and Solution Design / Engineering functions, as well as with third party vendors and suppliers.



Duke Energy Corporation

• United States
• Utilities
• 700 & Above Employee

• Passport Program Manager

  • 1994 - 1998

  Participated in a business and technology leadership team to plan and to execute a multi-generational strategic program to consolidate and streamline work management processes and tools for the company's Nuclear and Fossil Generation businesses. Led a team of work management analysts and project management professionals to implement a purchased suite of software applications and to standardize plant maintenance processes and procedures across new and legacy generating plants.

• Fossil Plant Modernization Program Manager

  • 1986 - 1994

  Participated in a business and technology leadership team to plan and to execute a multi-generational strategic program to consolidate and modernize plant process controls for the company's Fossil Generation business. Led a team of process control engineers and project management professionals to implement a purchased suite of software applications and supporting equipment and to standardize plant process control across new and legacy generation plants.



ABB

• Switzerland
• Automation Machinery Manufacturing
• 700 & Above Employee

• Project Manager

  • 1978 - 1985

  Served in Commissioning Engineer and Site Project Manager roles, supporting sales, engineering, construction, and start up of generating plant facilities at multiple locations in Europe, Asia, and the Middle East. Served in Commissioning Engineer and Site Project Manager roles, supporting sales, engineering, construction, and start up of generating plant facilities at multiple locations in Europe, Asia, and the Middle East.