Lance E. Mitchell

Background

About Lance E. Mitchell

Throughout the course of my career, I have led the development, growth, and management of large-scale customer support organizations serving clients on a B2B and B2C basis across the U.S. In positions with Workiva and MiX Telematics, I have played a key role in strengthening contract compliance, heading the onboarding and scale-up of accounts, facilitating the development of process automation tools, and leading the creation and delivery of training, business intelligence reporting, KPIs, and other important functionality. I am proud of the role my teams and I have played in recovering lost revenues, closing operating gaps, and improving executive decision capability. I had previously served as Training and Quality Supervisor for ShopNBC, shaping the training and development strategy for a major customer care operation with 360 employees in 2 call centers in Minnesota and Kentucky, and driving ongoing enhancements to operations and support. Prior to this, I held the position of Project Supervisor with AFNI, where I led the planning and implementation of customer care solutions for OnStar (General Motors) and Verizon Wireless. My skills include Customer Experience Management Compliance Project Management Strategic Planning Operations Management Business Planning KPI Development Scorecard Management Service Delivery Analysis Training & Development Coaching Accounting Quality Assurance Salesforce.com CRM Call Center Software Oracle ERP DigitalChalk SharePoint MS Project Visio MS Dynamics Zendesk WDesk Access and more… I am currently seeking new career opportunities and welcome contact through LinkedIn.