Chad Hullett
Charlotte,NC
Summary
Results-driven Change Management Professional with a forward-thinking approach, centered on organizational success and efficient, scalable process improvements. Demonstrated record of success in building successful teams and managing a wide range of business operations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
VP, Change Management
PACIFIC GAS & ELECTRIC/PEGASYS
04.2023 - Current
- Developing comprehensive Change Management Communications Standards for Pacific Gas & Electric's Asset Data Management Division
- Creating a training program to educate Pacific Gas & Electric Personnel on change management and management of change
- Mentoring Project and Program Managers on the proper way to communicate changes through various methods of communication so as to most effectively implement change
- Constructing change management workbook templates to guide personnel through each step and phase of the change management process to assist in communicating changes in a timely, effective manner
- Serving as a Mass Communications and Project Management Subject Matter Expert to best guide the Asset Knowledge Management Division into an era of consistently incorporating change management practices into their newly implemented project management methodology
- Engaging with Executive & Senior Level Leaders on the development of change management activities that span multiple departments and customer facing business groups
- Crafting high level communications on behalf of Executive and Senior Leaders to be disseminated to stakeholders at all levels of multiple divisions, departments, and business groups.
SENIOR PROGRAM MANAGER
WELLS FARGO
06.2022 - 04.2023
- Managed an expanding portfolio of 10+ system migration projects across various aspects of the Commercial Business division of the bank
- Drove daily and weekly progress of long term projects across the entirety of the Commercial Business vertical
- Strengthened controls and processes in the Risk Control Self Assessment Program by strategically developing and maintaining relationships across various organizations
- Executed critical change initiatives in a large scale migration by strategically planning rollout and change management activities for the launching of each individual migration project
- Designed playbook of prescribed set of activities to be replicated for future migrations for the purpose of improving efficiency and effectiveness of business management practices
- Maintained a full suite of tracking tools and documentation for each individual migration project to ensure records keeping standards are met and to ensure compliance and risk policies are properly implemented and maintained.
SENIOR SERVICES DESIGN MANAGER
AVIDXCHANGE
06.2021 - 06.2022
- Oversaw an initiative aimed at resolving customer communication breakdowns at various levels and functional areas across the service organization
- Optimized the Customer Onboarding process to eliminate idle time and improve customer experience
- Established a center of process & program excellence to develop standards across the enterprise for project management professionals
- Developed an internal project management curriculum for employee education efforts
- Drove current staff augmentation efforts as a part of a larger strategy to increase relationship management efficiency
- Mapped the end-to-end relationship management cycle to find new opportunities for technology implementation efforts
- Provided guidance and structure to new customer success tool development efforts from a practical, tactical, and technology development based perspective
- Developed process improvement strategy to increase CSAT scores for the product technical support team
- Led effort to integrate an external staff augmentation partner for the Customer Care team
- Engaged with partners across the organization to identify pain points and single points of failure within the Relationship Management department.
AVP, CHANGE MANAGEMENT/SENIOR ANALYST
LPL FINANCIAL
04.2018 - 06.2021
- Developed Communications Framework for change management communications
- Assisted in the Development of the internal Lean Six Sigma Training Program
- Served as a Black Belt mentor for internal Green Belt Candidates
- Created Robotics process maps as a member of the RPA Tiger Team with Senior LPL Leadership
- Led a team of Junior and associate analysts in project related tasks
- Drove multiple workstreams with a goal of developing a culture and sustained cycle of continuous improvement
- Created a talent development portfolio aimed at strengthening various points of subordinate team member skill sets
- Established the foundational platform for the reengineering of certain processes across the business based on their respective outputs
- Engaged with third party contractors to assist in the implementation of new automation and machine learning elements in various sectors of the enterprise
- Rewrote and reformatted the various outgoing communications to our advisors across the business
- Assisted in the streamlining of our client interface so as to create a more user friendly experience.
PROCESS ARCHITECT
BANK OF AMERICA
12.2017 - 04.2018
- Developed training materials for teams of off-shore and domestic process architects to assist in process realignment efforts
- Modernized current training materials to be distributed to process owners and key stakeholders
- Designed executive level training communications for the purpose of clear understanding in minimal space
- Tracked test script failures in the implementation of a new process library system
- Analyzed submitted processes for Quality Control/Assurance purposes to insure they adhere to standards
- Projected a clear, coherent approach to business processes and solutions in both meetings and deliverables.
BUSINESS ANALYST
BANK OF AMERICA
07.2017 - 12.2017
- Served as a lead on designing and articulating new target state requirements for critical change initiatives in the Global Risk Analysis division of the bank
- Analyzed present-state, developing alternative future-state approaches and supporting key stakeholders in the development of new risk analysis models and processes
- Designed tactical solutions to business process and technical changes to better ensure accuracy in risk analyses
- Identified key project and program interdependencies with clarity within written business requirements
- Developed cross-functional relationships which enables completeness in articulating end-to-end processes and documentation
- Created a clear, coherent approach to business processes and solutions in both meetings and deliverables
- Identified recommendations regarding alternative approaches to complex challenges
- Created and maintaining project artifacts and standards to track and record progress and continuity of efforts
- Contributed to risk/regulatory documents and artifacts as needed to be leveraged across the GRA group
- Delivered high quality content within committed timeline.
PROGRAM MANAGER
TRIDENT SYSTEMS
02.2017 - 07.2017
- Oversaw the overhaul of the equipment procurement process by working with vendors and the contracts office to ensure the consistency, efficiency, and cost effectiveness of the process is completed at an optimal level
- Engaged with various vendors in negotiations to obtain the necessary system components while ensuring they meet the specific product requirements
- Managed a production team of six (6) engineers to schedule product assembly & QA testing for government and military telecommunications solutions
- Consistently ensured that the relationships with various customers, clients, and entities are managed in a professional and courteous manner with the utmost attention to customer satisfaction
- Managed the various aspects of system and product deployment logistics to include, but not limited to schedule management, resource allocation, site requirement identification, product shipping coordination, performing product installation, & customer team training
- Managed $2M+ in product inventory and maintenance service
- Administered help desk support for various products and tracking problem resolutions for various customers across the globe
- Established a Help Desk Process and Support Improvement program
- Functioned as a product testing support manager to track milestones and benchmarks for the development of product software updates and hardware upgrades
- Maintained accountability of team billable hours to ensure budget guidelines and boundaries are adhered to.
SUPPORT OPERATIONS MANAGER
SOS INTERNATIONAL
09.2016 - 12.2016
- Implemented new collection and dissemination process for military information support specialists across the country
- Managed 22 cross functional operations teams within Afghanistan along with 4 direct in office cultural advisors
- Provided project management support from a technical, process, and personnel related standpoint to a team of military personnel in 3 countries in SW Asia
- Created new framework for Military Information Support Operations archiving processes and procedures
- Used PMBOK and Lean Six Sigma Principles to streamline operations flow in the support of military functions within my assigned program
- Advised senior level civilian and military personnel on the use of automation to improve the administrative support, archiving, tracking, and dissemination of information within the realm of program operations
- Served as manager of a number of direct administrative support personnel to ensure their duties were carried out effectively and efficiently
- Created tracking and evaluation tools to assess and monitor the various administrative functions within the scope of my duties and responsibilities.
PROCESS ARCHITECT
LOWE'S CORPORATE HEADQUARTERS
05.2015 - 09.2016
- Facilitated process building and capability design sessions as a part of the Waterfall method of software development through the use of the Joint Application Design (JAD) sessions
- Served as lead manager and architect of application development and deployment for the Seibel and Sterling applications in the Lowe's organization
- Used elements of both Scrum and Agile to formulate application modification solutions as a part of the IPDM efforts within the overall Software Development Life Cycle framework
- Led overall effort to rebaseline and reengineer Lowe's services platform processes affecting various lines of business, affecting $10M+ in assets and capability
- Initiated a project to reconfigure and validate outdated processes that had not been maintained in over two years
- Given sole responsibility for mapping communications input and outputs for customer facing business processes affecting Lowes ordering, fulfillment, and customer service activities and standard procedures
- Created training template for Lowe's personnel to aid process architects in training.
SENIOR PROJECT MANAGER
GENPACT, LLC, WELLS FARGO
10.2013 - 05.2015
- Member of the Process Excellence Program within the Wells Fargo Corporation as a dedicated project management expert with a focus on business process reengineering
- Built a client facing, banking technology application solution valued at $1M+ in implementation and would be responsible for $750M a year in capacity and functionality
- Led an assessment team of banking professionals in mapping three end-to end business processes, including subprocesses, to identify process improvement opportunities affecting various functional areas such as sales, underwriting, and quality control
- Provided robust risk assessment and mitigation plans to senior leadership based on identified change management concerns
- Used Lean Six Sigma tools to create and incorporate new processes and controls based on Gap Analysis and process improvement fundamentals
- Used Microsoft Visio and Excel extensively to create artifacts, process tools, and dashboards to aid Wells Fargo in the identification of performance gaps and the implementation of solutions to address those gaps
- Implemented a user-training plan for a technology solution as part of an overall change management effort
- Liaised frequently with senior bank leadership for the purpose of providing updates on process improvement progress and challenges
- Assisted in the development of process improvement Cost Benefit Analysis for the purpose of identifying the most cost efficient avenues of solution approach.
MULTIMEDIA ASSETS MANAGER
NATO/ISAF
09.2012 - 10.2013
- Used Lean Six Sigma Principles to manage the disposal of over $2 Million dollars in excess and non-operational satellite components
- Managed the tracking, cataloging, and varying degrees of operational capability of over $4 Million dollars worth of satellite equipment, spread throughout the country of Afghanistan
- Served as a liaison to various telecommunication entities for the US Forces Afghanistan/NATO Public Affairs Command Group
- Maintained the operational status of 34 different DVIDS Satellite systems in 31 locations throughout the country
- Oversaw the maintenance and logistical mapping structure of all DVIDS Satellite Systems within Afghanistan
- Performed standard uplink procedures for the broadcasting of video, audio, and live feeds via the DVIDS Newslink Satellite system
- Liaised with high level military officials with regard to daily media trends and figures with regards to the NATO Mission in Afghanistan with a specific focus on the International Security Assistance Force (ISAF)
- Traveled throughout the country to 31 sites in Afghanistan to perform a physical inspection of satellite systems and their locations twice a year
- Supplied manning for the constant photographic and video coverage of international political dignitaries
- Shaped the online presence of the International Security Assistance Force (ISAF) via the ISAF Website through the use of Joomla
- Provided the various self-publishing social media outlets of the International Security Assistance Force with fresh multimedia content
- Advised senior level strategists and military officers on public relations strategy and possible avenues of public relations approach
- Produced a bi-weekly podcast entitled the ISAF Online Update for the purpose of proactively promoting ISAF's organic media production assets
- Coordinated with international media on a regular basis for the purpose of meeting their newsgathering needs.
INFORMATION MANAGEMENT OFFICER
U.S. Army
03.2009 - 09.2012
- Managed the IT capabilities of a battalion level element in garrison and a deployed environment
- Provided a wide range of administrative services to support procurement and property accountability
- Performed a number of facilities management related administrative duties while dual tasked as the Operational Security Lead
- Initiated sourcing and acquisition process for the overhaul of 124 individual users' technological capabilities
- Created full spectrum of requirements for computer system acquisition for the 10th Press Camp Headquarters
- Worked with a cross-functional team senior level civilian personnel and mid-to-senior level military personnel to ensure all acquisition process requirements were met while providing guidance on baseline requirements and submitting cost effective solutions
- Used multiple digital forensics tools to recover data from hard drives suffering catastrophic failure
- Managed the networking and IT connectivity expectations of senior leaders to ensure battalion level element maintained the full spectrum of communications capabilities
- Handled the full range of hardware, software, and network issues arising for a total of 141 unique systems at a time
- Built a team of computer professionals to manage tenet and subordinate units IT capabilities and needs
- Created framework and implementation plan for a highly successful social media campaign garnering national attention on multiple television and print networks.
Education
Bachelor of Arts - Communication & Info Sciences
The University of Alabama
Tuscaloosa, ALMBA -
The University of South Carolina
Skills
- Process Improvement
- Risk Management
- Corporate Communications
- Strategic Planning
- Performance monitoring
- Team Leadership
Educationaloverview
- THE UNIVERSITY OF ALABAMA, Bachelor of Arts in Communication and Information Sciences
- The University of South Carolina, Masters of Business Administration
Cell
(910)670-9736
Certification
- Lean Six Sigma Green Belt
- Lean Six Sigma Black Belt
- Certified Scrum Master
Timeline
VP, Change Management
PACIFIC GAS & ELECTRIC/PEGASYS
04.2023 - Current
SENIOR PROGRAM MANAGER
WELLS FARGO
06.2022 - 04.2023
SENIOR SERVICES DESIGN MANAGER
AVIDXCHANGE
06.2021 - 06.2022
AVP, CHANGE MANAGEMENT/SENIOR ANALYST
LPL FINANCIAL
04.2018 - 06.2021
PROCESS ARCHITECT
BANK OF AMERICA
12.2017 - 04.2018
BUSINESS ANALYST
BANK OF AMERICA
07.2017 - 12.2017
PROGRAM MANAGER
TRIDENT SYSTEMS
02.2017 - 07.2017
SUPPORT OPERATIONS MANAGER
SOS INTERNATIONAL
09.2016 - 12.2016
PROCESS ARCHITECT
LOWE'S CORPORATE HEADQUARTERS
05.2015 - 09.2016
SENIOR PROJECT MANAGER
GENPACT, LLC, WELLS FARGO
10.2013 - 05.2015
MULTIMEDIA ASSETS MANAGER
NATO/ISAF
09.2012 - 10.2013
INFORMATION MANAGEMENT OFFICER
U.S. Army
03.2009 - 09.2012
Bachelor of Arts - Communication & Info Sciences
The University of Alabama
MBA -
The University of South Carolina
- Lean Six Sigma Green Belt
- Lean Six Sigma Black Belt
- Certified Scrum Master
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