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Program/Project Manager and successful business owner of strategic projects. Demonstrated effectiveness in restructuring operations and customer contact units for enhanced customer satisfaction, quality and efficiency. Effective in leading change and bridging communication gaps between sales, marketing, operations and technology. Adapt at translating business needs to achieve repeatable processes and workflows supported by technology. Expert in client relationship management, traditional and emerging sales channels/techniques and operations management. Keen negotiating, problem solving and team building skills. Innovative, creative and entrepreneurial. Ethical with a high level of personal integrity and commitment. Demonstrated effectiveness in restructuring operations and customer service units for enhanced customer satisfaction, quality and efficiency. Successful in leading change and translating business needs supported by technology improvements. Ability to maximize employee contributions by building engaged teams. Experienced in developing marketing plans; product development and pricing; business development; designing collateral materials, product and sales manuals that are benefit driven; developing and coordinating promotional/community events.
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Retired Independent ConsultantDoris Mitchell Consulting 2007 - Jun 2020Independent consultant focused on business process improvement by working collaboratively with business clients and non-profits to align people, process and technology to achieve strategic goals and sustainable solutions. Critical elements include disciplined project management methodology, process definition and documentation, end to end accountability, performance measures and reward systems.
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Project Manager Iii, Cross FunctionalCisco Systems 2012 - 2014Provided Program Management oversight for Contact Center global enterprise customer engagement achieving trusted advisor status for Cisco AS delivery team. Assisted Sales and Account team in development of Contact Center optimization proposals, SOWs and Managed Services RFP responses. Managed all components of project life cycle for Cisco Unified Contact Center Enterprise implementations and migrations – adhering to Cisco project governance and methodology while successfully building strong relationships with business owners and key contributors.
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Project ManagerServion (Contracted To Cisco Systems) 2010 - 2012
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Vice President Centralized OperationsRadian 2002 - 2007Philadelphia, PaDirected multifunctional department that included customer service, contract administration, client profile administration, contract underwriting billing, premium boarding, billing and payment processing, certificate maintenance, portal content administration, records management, pricing implementation, and systems user acceptance testing, as well as Claims Processing and Loss Mitigation. Supported maintenance of client relationships. 11 direct reports and 105 indirect reports. -
Director Client Support And Business PlanningCaremark, Inc 1997 - 2002San Antonio, TxDirected customer service support units in 3 pharmacy locations handling special requests and expedited orders, customer service pharmacist team, customer e-mail team, client support team, content specialist team creating online policies and procedures for call center and pharmacists, and claims processing unit for a total of 126 employees.Reengineered processes and implemented quality controls resulting in improved productivity and reduced turn time ranging from 61% to 86% in various units. Reduced ASA (average speed of answer) by 83% in Pharmacists Team.Directed implementation of IVR enhancements and design/development of corporate web site to provide customer self-service opportunities and redirect order and service inquires to automated options. Automated calls reached 48% of total calls and web orders reached 9% of total orders in first year. -
Assistant Vice PresidentCiticorp 1991 - 1997San Antonio TxLiaison between the Citicorp U.S. Service Center, national marketplaces and other business units to ensure timely communication of critical activity and encourage a consistent customer experience. Directed Presidential Complaint unit and online Knowledge Management unit providing performance support for National Customer Service Call Center and U.S. Retail Banking offices. Staff of 11 employees.Successfully transitioned all U.S. Banking Customer Service centers into start up national service center in San Antonio. Migrated Retirement Services, Citigold, and Mortgage Lending customer service units into center. Developed online support for Home Banking customer service team. Developed and implemented Best Practices across all U.S. Retail Banking Centers for consistent customer experience and operating efficiency.Business Project Lead for development of business requirements for electronic performance support technology to support National Customer Service Center taking over 1.4 million customer calls monthly -
Vice President/Director Marketing And Operations ManagementConsumer Banking 1970 - 1991Successful industry executive with an impressive record of achievement in building, revitalizing and/or optimizing organizational infrastructure, products, technologies, processes, measurement systems and sales/marketing strategies to drive revenues. Directed strategic planning, lead product development, pricing and promotion. Successful in building and supporting sales teams which consistently exceeded goals and were creative in maintaining client relationships. Implemented and maintained sales performance measurements along with customer satisfaction evaluation and reporting.
Doris Mitchell Skills
Doris Mitchell Education Details
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Kentucky Wesleyan CollegeEnglish And Speach/Drama -
School Of Bank Marketing
Frequently Asked Questions about Doris Mitchell
What is Doris Mitchell's role at the current company?
Doris Mitchell's current role is Program and Project Management Professional.
What is Doris Mitchell's email address?
Doris Mitchell's email address is do****@****ell.com
What is Doris Mitchell's direct phone number?
Doris Mitchell's direct phone number is +126784*****
What schools did Doris Mitchell attend?
Doris Mitchell attended Kentucky Wesleyan College, University Of Colorado Boulder.
What skills is Doris Mitchell known for?
Doris Mitchell has skills like Project Management, Program Management, Business Process Improvement, Process Improvement, Risk Management, Performance Management, Call Centers, Business Development, Business Planning, Change Management, Customer Service, Operations Management.
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Doris Mitchell
President Of Aqua Marine Enterprises, Inc. (Safe-T-Shelter Storm Shelters)Danville, Al -
Doris Mitchell-Trice
Ceo & Owner At Doris Mitchell-Trice, Remote Online & Mobile Notary ServicesSun City, Az1yahoo.com2 +162324XXXXX
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2ingrambook.com, ingramcontent.com2 +161563XXXXX
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