Shelli Smith

About Shelli Smith

My career has been built on curiosity, hustle and grit to learn and grow so I can drive to improve things for teams, customers and the organization. I have run operations and led major initiatives in finance at Capital One and retail at JCP. I am Lean Six Sigma Green Belt certified working towards my Black Belt. I have my PM certification from Google Coursera. No matter what I am involved in, I take a hands on people first and metric approach that gets results. My degree is through real life learning and application versus a traditional degree. I am an experienced operations leader with over 15 years of people, process, and project management across the auto finance and retail industries. I bring 17+ years of expertise in process improvement, consistently focused on reducing waste and defects, streamlining operations, and improving both the associate and customer experience. Currently I have ~4 years of project management experience in retail, delivering results through collaboration, organization, efficiency and strong communication skills.

Experience

1. Sr Project Manager

   JCPenney

   Sep 2021 — Present · Plano, TX, US

   As a Senior Project Manager in a retail call center, I lead cross-functional teams to deliver complex, high-impact projects aimed at improving customer experience and operational efficiency. I specialize in managing end-to-end project lifecycles, from planning and execution to post-implementation review, ensuring alignment with business goals and key performance indicators (KPIs).Key Responsibilities: • Lead large-scale initiatives to enhance customer service, reduce call handling time, and increase agent productivity. • Collaborate with stakeholders across various departments including IT and operations to define project scope, timelines, and deliverables. • Utilize data-driven insights to identify areas of improvement and implement solutions that streamline processes and optimize resource allocation. • Oversee project timelines, and risk management strategies, ensuring projects are delivered on time and within scope. • Develop and maintain project documentation, reporting progress and performance to senior leadership. • Implement change management strategies to ensure seamless integration of new processes and technologies within the call center environment.Core Competencies: • Project Lifecycle Management • Cross-Functional Team Leadership • Process Improvement & Optimization • Data Analysis & Reporting • Stakeholder Communication • Risk Management • Change Management

Education

• University of Notre Dame - Mendoza College of Business

  Organizational Leadership