Angela Shinn

• Collaborated cross-organizationally to accelerate and support new digital channels implementation in tech support to develop and sustain shift left volume progress towards 80% annual operating plan savings, while ensuring stakeholders understood the roadmap and financial benefits actually gained from the 30 global digital projects I recommended.

• Resource planned for over 120 single offered Client forecasts for North America Basic and Upsell Client systems per quarter across 40 queues, consistently driving to within 10% accuracy, and analyzed contact volumes across multiple channels.

• Led a cross-organization/functional project team that designed a tool that leveraged data analytics to timely identify and troubleshoot volume spikes and drivers using Call Miner data, and improved efficiencies in business processes among the teams.

• Led a cross-departmental project team that developed solutions to mitigate customer callers waiting over thirty minutes (OCW), and received a departmental Bronze Award for over 96% OCW reduction within the first 90 days of implementation.

• Developed strategy, planned, implemented, coordinated and managed the Texas Women Veterans Program for over 188,050 Women Veterans. The 2012 forecasted state revenue increase was $1.5 Million.

• Developed and conducted Women Veterans presentations, workshops and training at TVC Conferences & Summits, National Women Veterans Events, Educational Symposiums, community meetings around the state of Texas, and National Veteran Service Organization sessions.

• Delivered keynote speeches at Veteran Holiday Celebrations, Women Veterans Events, and Veterans Service Organization Events.

• Partnered with federal, state, and community organizations and conducted community outreach events that raised awareness to the values, leadership, work ethic, dedication, and qualifications of Women Veterans.

• Provided guidance, technical assistance, and recommendations to the Legislature, Executive Staff, Partners, and Stakeholders.

• Coordinated ADVS Strategic Planning Development and Execution, and Veteran Small Business and Women Veteran Outreach Programs.

• Built cross-organizational relationships within the Arizona state government, made small business community partnerships throughout the state.

• Planned, developed, and implemented the Veterans Business Advocate Group Program for over 600,000 veterans, with a $1.7 million forecasted increase in state revenue generated by AZ VOBs for 2012.

• Organized the first annual veterans’ business conference in Arizona by collaborating internationally with the Yavapai Nation, and soliciting partnerships and in-kind services and donations approximated at $60,000.

• Supervised 101 international associates in Hyderabad India, managed the Global Back office Operations Programs' off-shored projects for six Bank of America Credit and Debit Card processes my team designed for Six Sigma (DFSS), demonstrated, and deployed. Projected 2006 NPV $1.1 Million dollars, and 5-Yr NPV $3.3 Million dollars.

• Managed the implementation training plan strategies for India operations and newly migrated processes, and provided operational support during US evening and non-operational hours, which helped the business decrease its backlog from 65,000 chargeback claims to 30,000 claims within six months of project implementation.

• Drafted, the claims process and subsidiary business Service Level Agreement (SLA), Statement of Work (SOW), and Standard Operating Procedures (SOP) documents that governed the international scope of work and managerial practices agreements.

• Completed Six Sigma Training, applied the methodology to international processes, and earned Six Sigma Green Belt Certification.

• Supervised the technology strategy plan and IT transition teams formed to convert legacy MBNA (LMBNA) technology support systems into 24 x 7 application support for BAC back office operations.

• Managed supplier performance to corporate purchase agreements for key accounts valued at over $187 million.

• Gained alignment from department leadership and drove efforts that launched supply process development, web-page development, and scenario-planning use as capital analysis tools for forecasting equipment purchases to outfit worldwide manufacturing sites.

• Designed, developed, and deployed a web-based knowledge management system as a communication package that provided one-stop shopping for multiple-source strategic capacity information.

• Streamlined forecast/order/delivery (FOD) time requirement for research and planning by 66%, minimized additional analysis requirements, reduced research sources from 11 to 1, and condensed business requirements – earned department award.

• Planned, executed, and monitored logistics support and operations that ensured over 18,000 personnel, 21,000 pieces of equipment, 3,500 vehicles, and 280 aircraft were transported and delivered within strict deadlines.

• Presented professional briefs to Congressional Representatives, school officials, and over 20,000 students in 52 high schools throughout the Southeastern states.

• Supervised the internal organization supply, maintenance, military, and physical training for over 180 personnel, equipment valued at 1.3 million dollars, and over 1400 end items of ammunition valued at 40 million dollars for over 400 customer units.