Summary
Overview
Work History
Education
Skills
Certification
Training & Development
Timeline
Generic

Shelby Walton

Charlotte,NC

Summary

Results-driven professional with a passion for process excellence, operational efficiency, and customer experience. Experienced compliance control owner with a strong understanding of audit practices, ensuring adherence to regulatory requirements and risk mitigation. Brings a well-rounded background spanning Business Operations, Information Technology, and Product roles, leveraging cross-functional expertise to drive strategic initiatives and improve organizational effectiveness. A collaborative leader who quickly builds trust and credibility at all levels, fostering high-performing teams empowered to drive business success. Proven track record of optimizing processes, enhancing strategic planning, and cultivating a culture of accountability and continuous improvement. Highly adaptable, detail-oriented, and committed to delivering measurable outcomes in dynamic environments.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Manager of Teammate Technology, Solutions Delivery

AVIDXCHANGE
04.2023 - Current
  • Led the development and execution of Teammate Technology programs and projects, driving successful delivery of mission-critical initiatives aligned with business objectives and strategic goals.
  • Delivered programs that resulted in a [X]% increase in operational efficiency and [X]% cost savings.
  • Spearheaded the growth and scaling of the Technical Product Owner discipline, building and nurturing a high-performing team that consistently met or exceeded key financial and operational performance targets.
  • Managed the delivery of a portfolio of critical programs, ensuring scope, schedule, quality, and target metrics were defined and successfully achieved.
    Quantifiable: Managed [X] critical programs, achieving 100% on-time delivery with consistently met quality targets.
  • Directed planning efforts, providing a clear vision and leadership to ensure business outcomes were supported and executed within expected timelines.
  • Drove standardization, quality, and optimization across multiple programs, enhancing efficiency and consistency in delivery.
  • Consulted with executive sponsors and initiative owners to ensure alignment on strategic focus, facilitate roadmap delivery, and mitigate risks, resolving performance and delivery gaps.
  • Ensured program teams remained aligned with organizational strategy, proactively managing and addressing any deviation proposals.
  • Coordinated cross-functional activities across program and project management teams, ensuring that initiatives progressed on schedule and within budget.
  • Drove the development of a clear business case for all initiatives, ensuring alignment with desired outcomes.
  • Built strong partnerships across enterprise leaders, fostering collaboration that enabled cross-functional success on key initiatives.
  • Focused on growing leadership capabilities within the team and across the business, mentoring individuals and contributing to leadership development.
  • Fostered a culture of continual learning, business improvement, and innovation, driving positive change across teams.
  • Owned Information Technology General Controls (ITGCs) within the Teammate Technology portfolio, ensuring adherence to regulatory standards and reducing compliance risk. (Reduced ITGC compliance risk by [X]% while ensuring adherence to regulatory standards across multiple projects.)

Technical Product Owner II - Teammate Technology

AVIDXCHANGE
01.2020 - 04.2023
  • Planning, managing and implementing projects and initiatives that increase revenue and reduce costs across the business
  • Act as a trusted partner to our stakeholder, end users and business partners and maintain those relationships through effective communication
  • Ensure a successful implementation and change management strategy by creating communication plans, testing strategies and training needs
  • Collaborate with Engineer and Salesforce teams to design, implement, test and deploy reject automation for cost savings of 5 full time employees and work savings of 40 hours a week
  • Partner with Customer Communications, Relationship Management, and Developers to communicate a change management strategy with buyers to remove single manual email communications to a combined automated report
  • Enhance workflows in Salesforce to more efficiently process payment requests and reduce end user errors, in partnership with our system administrators
  • Work together with teams across the company to create and implement processes for a new international payment platform partnership, ensuring a smooth customer experience and increased efficiency for teammates

Service Design Manager

AVIDXCHANGE
01.2019 - 01.2020
  • Planning, managing and implementing projects and initiatives that increase revenue and reduce costs across the business
  • Act as a trusted partner to our stakeholder, end users and business partners and maintain those relationships through effective communication
  • Ensure a successful implementation and change management strategy by creating communication plans, testing strategies and training needs
  • Collaborate with Engineer and Salesforce teams to design, implement, test and deploy reject automation for cost savings of 5 full time employees and work savings of 40 hours a week
  • Partner with Customer Communications, Relationship Management, and Developers to communicate a change management strategy with buyers to remove single manual email communications to a combined automated report
  • Enhance workflows in Salesforce to more efficiently process payment requests and reduce end user errors, in partnership with our system administrators
  • Work together with teams across the company to create and implement processes for a new international payment platform partnership, ensuring a smooth customer experience and increased efficiency for teammates

Team Leader - Supplier Services Operations

AVIDXCHANGE
01.2018 - 01.2019
  • Led, coached, and inspired teams of analysts in a fast-paced, constantly evolving environment, driving performance and maintaining alignment with the company’s Core Values.
  • Motivated and empowered team members to think creatively and collaborate effectively, fostering a culture of innovation that led to improved processes and solutions.
  • Spearheaded cross-departmental collaboration, partnering with key business units to successfully drive and execute strategic company initiatives.
  • Managed two high-performing teams (Payment Compliance and Virtual Card analysts), ensuring that service level agreements (SLAs) were consistently met, and proactively identifying and eliminating obstacles to improve workflow efficiency.
  • Analyzed team performance through weekly and monthly reporting, tracked progress against goals, and provided targeted coaching and development to optimize individual and team performance.
  • Collaborated with the Salesforce team to design and implement system enhancements, improving traceability of work and enhancing data visibility across departments.
  • Partnered with Treasury to develop and implement streamlined processes for tracking, auditing, and reconciling money movement, improving accuracy and transparency across financial operations.

Front Line Manager - Quality Management Office

CAPITAL ONE FINANCIAL CORPORATION
01.2017 - 01.2018
  • Manage and motivate a team of high performing team members through a dynamic and changing environment
  • Manage business level metrics and analyze data to identify areas of improvement to ensure a quality customer experience and that lines of business are meeting compliance expectations

Principle Process Coordinator - Quality Management Office

CAPITAL ONE FINANCIAL CORPORATION
01.2015 - 01.2017
  • Support the manager by supervising and coaching a team of call monitoring agents
  • Prepare and coordinate reporting and meetings with internal customers to measure adherence to quality assurance metrics
  • Forecast monthly goals and delegate work to team members based on capacity and work volumes

Senior Quality Assurance Coordinator - Quality Management Office

CAPITAL ONE FINANCIAL CORPORATION
01.2012 - 01.2015
  • Provided specialized support to internal customers and management to ensure customer satisfaction and regulatory adherence, while taking on additional responsibilities, and providing call trending analysis

Inbound Sales & Customer Management Representative - National Direct Banking

CAPITAL ONE FINANCIAL CORPORATION
01.2010 - 01.2012
  • Received inbound calls from customers to assist with servicing existing accounts and help educate and open new banking products
  • Ensured accuracy in all account transactions based on customers' requests
  • Collaborated with Legal & Compliance teams and generated process improvement ideas to overcome the challenges of transferring from traditional to virtual servicing

Education

Bachelor's Degree - Hospitality Management

East Carolina University

Skills

  • Cross-Functional Team Leadership
  • Strategic Planning & Execution
  • Effective Communication
  • Project & Operations Management
  • Agile & Scrum Methodologies
  • Lean Six Sigma (Process Improvement)
  • Business Process Optimization
  • Change Management
  • Continuous Process Improvement
  • Product Management & Strategy Execution
  • Product Roadmap Development
  • User Story Writing & Backlog Grooming
  • Stakeholder & Customer Needs Analysis
  • Business Requirements Gathering
  • AI Prompt Engineering
  • Risk Management & Regulatory Compliance
  • Relationship Building & Stakeholder Management

Certification

  • Business Process Management Certified, 2015
  • Scrum Master Certified, 2017
  • Six Sigma Yellow Belt, 2020
  • Certified Scrum Product Owner, CSPO, 2022

Training & Development

Systems:

  • Azure DevOps & Aha! (Agile Project Management)
  • ServiceNow (IT & Business Process Management)
  • Power BI or Tableau (Data Visualization & Business Intelligence)
  • Lucidchart (Collaboration & Workflow Mapping)
  • Microsoft Teams, Office & CoPilot (Communication & Collaboration)
  • Salesforce (CRM)
Training & Development:
  • OKR & KPI Development (Performance Metrics & Goal-Setting)
  • Product Lifecycle Management (PLM)
  • ITIL (IT Service Management Framework)
  • Leadership Development & Change Management courses

Groups:

  • Avidxchange Foundation Volunteer
  • Women's Meet up Member (AvidXchange)
  • Women's Business Resource Group Member (Capital One)

Timeline

Manager of Teammate Technology, Solutions Delivery

AVIDXCHANGE
04.2023 - Current

Technical Product Owner II - Teammate Technology

AVIDXCHANGE
01.2020 - 04.2023

Service Design Manager

AVIDXCHANGE
01.2019 - 01.2020

Team Leader - Supplier Services Operations

AVIDXCHANGE
01.2018 - 01.2019

Front Line Manager - Quality Management Office

CAPITAL ONE FINANCIAL CORPORATION
01.2017 - 01.2018

Principle Process Coordinator - Quality Management Office

CAPITAL ONE FINANCIAL CORPORATION
01.2015 - 01.2017

Senior Quality Assurance Coordinator - Quality Management Office

CAPITAL ONE FINANCIAL CORPORATION
01.2012 - 01.2015

Inbound Sales & Customer Management Representative - National Direct Banking

CAPITAL ONE FINANCIAL CORPORATION
01.2010 - 01.2012

Bachelor's Degree - Hospitality Management

East Carolina University

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Shelby Walton