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Dylan Moses
Customer Support & Operations Manager, Public Trust Clearance
Fort Smith ,AR
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Summary
Results-driven Customer Support & Operations Manager with over 9 years of experience leading customer-facing operations, driving quality assurance (QA) standards, and optimizing workflow efficiencies across high-volume healthcare, government contract, and technology environments. Recognized for consistently ranking in the top tier of customer satisfaction and performance benchmarks among large agent workforces. Expertise in ServiceNow administration, SLA adherence, escalation management, and regulatory compliance (HIPAA/FISMA/NIST). Proven track record of mentoring peers, improving first-contact resolution, and aligning daily operations with strategic business goals.
Overview
9
9
Years of professional support & operations experience
20
20
Top 20% CSAT & QA performance ranking across large teams
12
12
Consecutive months ranked in top 20% for Customer Satisfaction
4
4
Core platforms managed (ServiceNow, I&A, PECOS, IDM)
Work History
Customer Support Lead
Maximus
03.2025 - Current
- Oversee secure access control and identity verification workflows for federal healthcare portal users across I&A, PECOS, and IDM platforms.
- Serve as an escalation point for complex authentication and system access issues, maintaining strict compliance with HIPAA, FISMA, and NIST 800-53 standards.
- Audit case records and ticketing logs in ServiceNow to ensure 100% documentation accuracy and regulatory adherence.
- Mentor junior support team members on multi-step authentication procedures, identity verification rules, and structured customer communication.
Customer Care Lead
Healthcare Company
01.2020 - 03.2025
- Managed high-volume customer inquiries (10–15 complex cases/hour) while maintaining service quality across an 800+ agent workforce.
- Consistently ranked in the top 20% for Customer Satisfaction (CSAT) for 12+ consecutive months through active listening and effective resolution strategies.
- Maintained top 20% operational efficiency in Call-Handling Time and After-Call Work (ACW) by optimizing documentation templates and workflow processes.
- Coordinated directly with external medical providers, pharmacies, and internal care managers to streamline cross-functional resolution paths.
Inside Sales & Customer Service Lead
Life Insurance Program
07.2018 - 12.2020
- Led inbound and outbound customer engagements to educate clients on policy options, resolve service inquiries, and process account updates.
- Maintained a high customer retention rate by providing tailored solution recommendations and clear communication on policy coverage details.
- Collaborated with underwriting and operations teams to expedite application processing and reduce turnaround time for policy issuance.
- Managed client documentation and records within CRM systems to ensure accurate tracking and regulatory compliance.
Customer Service Specialist
Technology Company
07.2014 - 06.2018
- Delivered technical and operational customer support for software applications, maintaining high first-contact resolution rates.
- Guided users through account setup, troubleshooting steps, and feature navigation across multiple digital communication channels.
- Documented user inquiries, technical bugs, and feature requests in CRM software to assist engineering and product teams with updates.
- Collaborated with cross-functional teams to streamline escalation pathways for complex technical concerns.
Education
High School Diploma -
Mulberry High School
Mulberry, AR04.2016
Skills
Technical & Tools
- ServiceNow
- Identity & Access Management
- PECOS & IDM Platforms
- Ticketing & Escalation Systems
- CRM Administration
Operations & Compliance
- HIPPA & FISMA Compliance
- SLA Adherence
- Quality Assurance
- Standard Operating Procedures
- Process Optimization
Leadership & Services
- Customer Experience
- Team Coaching & Mentoring
- Cross-Functional Collaboration
- Conflict Resolution & De-escalation
- First-Contact Resolution
Timeline
Customer Support Lead
Maximus
03.2025 - Current
Customer Care Lead
Healthcare Company
01.2020 - 03.2025
Inside Sales & Customer Service Lead
Life Insurance Program
07.2018 - 12.2020
Customer Service Specialist
Technology Company
07.2014 - 06.2018
High School Diploma -
Mulberry High School