Len Mitchell Email & Phone Number

Minneapolis, Minnesota, United States

- Led transition of the Escalations Team into the Partner Management Team, expanding the team charter to include both partner and consumer support, redefining roles and responsibilities, and creating new reporting/tracking methods.- Developed the Partner Implementation Plan, a standardized process to lead new partners through their implementation journey, from first contact with Business Development teams through to implementation by Product and Engineering teams, to post implementation by the Partner Management Team.- Led the team through complex platform transitions, by effectively prioritizing bandwidth to ensure high-support SLA adherence and to mitigate partner impacts.

Minneapolis, Minnesota, United States

- Assumed ownership of the Escalations Team, responsible for resolving consumer support cases escalated from Samsung subsidiaries worldwide.- Refined operational processes and tooling to increase efficiency and mitigate impacts to established SLAs- Led the team through several platform and business transition initiatives, partnering with stakeholders at both SmartThings and Samsung subsidiaries to mitigate consumer impacts.- Revised support tooling strategy and capabilities, resulting in clearer visibility into support SLA adherence and individual team member productivity.- Established a model of continual team member development: defining career goals and implementing mentoring and training programs with the goal of advancing team members to the next levels of their careers.

Greater Seattle Area

Successfully led a global operational support, product, and project management team tasked with contact center technology administration for Egencia, Expedia Group's corporate travel division.Highlights Include:- Built and managed a global technology team, leading a group of project managers, systems analysts, and support analysts, providing support to over 2,000 call center agents worldwide, including implementation of a new support ticketing system, defining SLA/CSAT metrics, reporting to leadership, and mentoring/ development of the team- Owned product relationship for 40 different software applications, leading project teams and stakeholders in deploying enterprise wide upgrades to travel booking, CRM, communications, and networking tools, including backlog refinement, prioritization, strategy/roadmap alignment with business and IT stakeholders, and change management.- Partnered with with business and technical stakeholders to identify and resolve issue trends and end user feedback to improve environment performance and stability.- Owned 3rd party vendor relationships, including contract/invoice/SLA review, new feature strategy/ implementation planning, and issue resolution.- Partnered with internal and external teams in redefining incident management best practices, business continuity planning, legal compliance issues, and risk mitigation strategy.

Greater Seattle Area

Working for EGP, Expedia's global hotel payments division, effectively streamlined the organization's critical operational processes. Established tighter relationships between business and technology stakeholders, greatly enhancing the organizations ability to collaborate more effectively in the resolution of system outages related to accounts payable/receivable and credit card processing systems.Highlights Include:- Created new end to end incident management practices, including intake, triage, coordination of resolution and communications, and postmortem analysis of incidents for improving development and operational practices.- Established operational metrics such as KPI's, application based OLA/SLA's, and reporting to management.- Built successful relationships with external partners and software vendors, meeting regularly to discuss operational issues, feature needs, and testing of new functionality.- Actively solicited opportunities for process improvement, across departmental functions including operations, development, product management, and reporting.

Greater Seattle Area

Applied industry best practices in efforts to mature the organization's project management methodology, creating document templates and building project process workflows. Served as business analysis representative in groups ranging from deposit operations, lending, marketing and IT.Highlights include:-Conducted business analysis for a paper forms inventory management system, including process flowcharting, application selection, and implementation planning.-Led research sessions with document management software vendor, analyzing gaps in current processes and determining appropriate solutions.-Led efforts to implement web-based request form and workflow solution for technical and project requests, involving all levels of the organization from operations to executive management for input into the design and development of the application.

Greater Los Angeles Area

Fully analyzed system requirements and technical specifications to create and execute test cases for deployment of an enterprise accounting system. Led walk-through, inspection, review, and user-group meetings for quality assurance. Highlights Include: - Team member in the deployment of SAAS retirement accounting software system, positioning company as an industry forerunner for innovation, analyzing business rules, translating them into development specifications, and UAT prior to deployment.- Direct optimal development, implementation, integration, user acceptance, and performance of accounting system enhancements to drive ROI of proposed solution.- Designed new client data entry templates, process flows, QA/quality assurance and UAT testing, data lineage, and traceability documents.

Orange County, California Area

Delivered expert guidance and data-based strategic recommendations to identify and address business issues and opportunities. Uncovered key business readiness considerations, activities, and deliverables in order to adopt changes resulting from business process or systems improvements. Highlights Include: -Spearheaded conversion to cloud storage systems, virtual telephony and web based project management tools. Led product research and selection, implementation, and change management.

Orange County, California Area

Expertly implemented best practices for the development, implementation, and maintenance of retirement plan accounting systems. Collaborated with stakeholders to scope business need and workflow processes and leveraged this insight in all implementation activities to improve efficiency and effectiveness. Highlights Include: - Leading a development team, drove business/IT strategic alignment, defined requirements and designed scalable client data processing and internal workflow systems.- Upgraded support teams to a Microsoft Access database designed to monitor and resolve issues related to retirement operations processes, resulting in increased productivity, reduced error rates, and trend analysis to highlight improvement opportunities.- Project-managed high-visibility initiatives including implementation of an investment trading system and deployment of web based application interface, overseeing joint application design sessions and creation of prototype transaction processing screens.

Orange County, California Area

Managed operations support team to define, build, and deploy innovative technology and business process solutions for retirement operations to increase efficiency, improve customer satisfaction, reduce cost, and increase revenue. Highlights Include: - Led team of systems analysts tasked with operational support of retirement accounting system, including development of ETL routines, L2 transaction processing issue support, and creation of data/reporting extracts from the system.- Drove 50% performance lift from deploying an automated retirement account contribution data processing system, collaborating with critical internal and external stakeholders on business and technical requirements, development, testing, and end-user training. - Spearheaded deployment of a document imaging system from requirements elicitation, hardware/software configuration, process development, and end-user training.

Orange County, California Area

Operated as trusted advisor, delivering high-value business insights and data-driven decisions regarding solution architecture and model development to achieve product delivery. Highlights Include: - Upgraded the company to a new retirement account contribution data processing system, implementing standardized ETL routines with data validation subroutines, developing and delivering documentation, training and support to end-users.- Harmonized data intake processes by implementing new client data entry templates. Trained user community and delivered on-site/off-site support.- Built alliances with leadership, IT, operations, and third-party vendors to work collaboratively in the delivery of support and enhancements to systems in a timely manner to mitigate impacts to critical processing timelines.