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
Charlotte, North Carolina
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
Charlotte, North Carolina
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
Charlotte, North Carolina
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
Charlotte, North Carolina
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
Richmond, VA
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
Richmond, VA
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
Richmond, VA
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
Richmond, VA
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)
- 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