La' Shonda Kennedy-King
Technology & Education
Gardendale,AL
Summary
A solid history of managing multiple technology projects while complying with budget and time constraints. Proven success in planning and implementing large-scale programs from inception to completion. Ability to communicate project plan and status to team members, managers, and executives. Expert at solving complex business challenges using best technology practices. Understanding of infrastructure, disaster recovery, data discovery, and process management. Able to quickly learn and use new complex technical concepts in a rapidly changing environment.
Overview
15
15
years of professional experience
1
1
Language
Work History
Vice President, Digital Product Leader
PNC
10.2021 - Current
- Evaluates and monitor efficiency of Operational Resiliency for Retail Digital as it relates to vendor relationships and internal software applications
- Manages compliance training and past due notifications for Retail digital LOB management
- Administer outage notification service to internal teams; outage tracking reports for Digital applications to track and report productivity
- Leverage networking technology to improve workflow processes and solve problems
- Experience in performing strategic operations and best practices to organize, develop and improve customer-facing applications while promoting customer-centric technology
- Lead colocated and virtual teams in separate geographical locations
- Mastery of Online collaboration and project management tools, including but not limited to Confluence, Jira, Slack, MS Teams, and MS Office
- Implement, communicate, and maintain governance, risk, and compliance policies, and procedures
- Drive the business case development, including project scope and outcome definitions, interdependencies, and resourcing requirements for the Digital Content Review
- Align project governance to enterprise frameworks and report progress as Digital Control Owner for Retail LOB; evaluate and manage project risks, issues, and dependencies
- Create and resolve customer experience workflows for digital banking from gaps between technology and customer experience
Adjunct Professor
The University of Alabama, Collat School of
Birmingham
11.2020 - Current
- Create a class syllabus, assignment log, and additional material that helps the students for MBA Information Technology & Business Strategy
- Equip MBA students with the required skill set, facilitate classroom discussions, assess student performance, and prepare students to be successful leaders in the Information Technology profession
- Institute objective and subjective feedback loops
- Advise students regarding academic matters to improve successful course completion
- Design and deliver class instruction by developing instructional plans to meet course competencies and developing activities that support lesson objectives
- Apply professional experiences to theories taught in class to illustrate practical applications of concepts to challenge and motivate students through in-depth lectures and discussions
- Demonstrate curriculum development knowledge, including identifying program outcomes, developing competency standards, writing course objectives, selecting appropriate learning activities, selecting relevant professional experiences, and selecting appropriate evaluation strategies
- Network, collaborate, and partner with other disciplines to enhance influence with the academic community and other related duties as assigned
- Provide performance feedback and offer valuable advice to students regarding academic matters to improve successful course completion
- Apply professional experiences to theories to illustrate practical applications of concepts
US Senior Vice President
BBVA
10.2013 - 10.2021
- Digital Channels Planning, Administration & Escalations, Responsible for designing and building a function for the administration and financial planning and controls of the Online, Mobile, OAO Digital Self Service Channels to control and track all budgets and expenses
- Measured customer satisfaction KPI/SLA goals for Mobile, OAO and Online Channels
- Monitor progress against goals and customer feedback
- Executed "Voice of Customer" process that captures all available customer inputs, assess the cause of issues, and develops action plans to improve systems
- Supervised strategic capacity planning for escalation teams using Total View, Verint and Tealeaf/Acoustic solutions
- Created internal reporting for executive and development teams from Multi-Channel Client feedback streams from Opinion Lab, MSR, and Opinator 3rd party portals
- Weekly reporting for all NPS channels and distribution and top problems, including biweekly and monthly statistics and post-call survey scoring results
- Managed day-to-day business development production support escalations team operations of Online, Mobile, OAO, ATM, and Contact Centers in production support initiatives in project planning, data discovery and delivery, progress reporting, troubleshooting, and defect resolution management
- Gathered process performance data using pivot tables and charts in Excel and Access; third-party applications such as Cisco CUIC, ProView, Mobius, Zendesk; and third-party portals MSR and Opinion Lab
- Partnered with Channels Management teams from Call Center, Merchant Services, ATM, Web, and Sales Optimization groups and Division Finance Manager to develop the strategic planning process's budget oversight process, including project expenses, capital planning, and non-interest expense, revenue forecasts, and sales goals
- Oversight of the Strategic Planning process, including project expenses, capital planning, non-interest cost, revenue forecasts, and sales goals
- Design and develop a new function within the Channels team to administrate, control, and track budgets and expenses
- Partnered with Division Finance Manager and Corporate Finance Teams to inform of project and expense timing to ensure accurate forecast and accruals, developing customer and channels profitability models, profit and loss statements, and other financial measurements
- Guided Program Managers in the development of Capital Expense benefit and expense statements and provides oversight to ensure new projects have sound methodologies in predicting potential revenue and expense
- Established relationships with major vendors, assist in contract negotiations, and "most favored" pricing agreements
- Advanced knowledge of Excel graphing, creating pivot tables, calculations, and automation efficiently to process large quantities of data relevant to business tasks
- Ability to assimilate information clearly and present it to your audience in an easily consumable and relevant fashion
- Ability to work on multiple projects concurrently in a dynamic environment
- Created and maintenance of automated dashboards for performance tracking
- Led team accountability, operating cadence for meetings and follow-ups, and clearly communicate objectives, deadlines, and status to all stakeholders
Workforce Management Analyst
AT&T
10.2009 - 10.2013
- Formalized workforce processes and performance through knowledge management system analysis; launched standardized procedure documentation consistent and provided service level expectations
- Launched standardized procedure documents and service level expectations
- Documented new processes for agent and manager training
- Monitored agent and system activity, call volume, and queue activity
- Reported availability and productivity statuses to senior management
- Created Excel spreadsheets to monitor call adherence, staffing needs and planning sessions for center activities, attrition, and growth
- Coordinated agent and manager on scheduling, vacation, and time off.
Education
Doctorate - Business Administration, Leadership
Walden University
December 2025
MS - Info Sys & Quant Methods, Management Information Systems, IT Management
The University of Alabama at Birmingham, UAB Collat School of Business
December 2017
BS - Production & Operations Management
Cornell University
December 2015
Project Management Certificate - undefined
July 2023
MIT Sloan School of Management
October 2023
Skills
- La’Shonda King – Resume Page 1
- Online teaching
- Curriculum creation
- Innovative teaching
- Student mentoring
- Group instruction
- Online class discussion
Affiliations
Alpha Kappa Alpha Sorority, Inc. Omicron Omega Chapter
Toastmasters International, District 77
UAB African America Faculty Association
UAB Student Alumni Society Leadership Council Member
SERVICE Employee Business Resource Group Leadership
PNC African American eBRG, Communications Chair
PNC Proud EBRG, Secretary
PNC Women Connect Community Outreach Committee Chair
PNC Women Connect - Toastmasters Birmingham Charter Member, VPE Officer
BBVA Women in Leadership Business Resource Group
Birmingham Chapter Steering Committee Leader
WIL Pillar Co-Chairman of the Leadership Summit
Toastmasters Club Birmingham Charter Member, Vice President Education Officer
Interests
BBVA Volunteer Chapter Officer
President, 2020-2022, Vice President, 2019, Affordable Housing Coordinator (2017-2019), Communications Coordinator (2015-2017)
TEALSK12 Co-Teacher, Gardendale High School
Additional Information
- AWARDS UAB National Alumni Society – Top 25 in Business Leaders, June 2019
Timeline
Vice President, Digital Product Leader
PNC
10.2021 - Current
Adjunct Professor
The University of Alabama, Collat School of
11.2020 - Current
US Senior Vice President
BBVA
10.2013 - 10.2021
Workforce Management Analyst
AT&T
10.2009 - 10.2013
Doctorate - Business Administration, Leadership
Walden University
MS - Info Sys & Quant Methods, Management Information Systems, IT Management
The University of Alabama at Birmingham, UAB Collat School of Business
BS - Production & Operations Management
Cornell University
Project Management Certificate - undefined
MIT Sloan School of Management
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