MICAH SPENCER
Dallas,TX
Summary
Results-driven Strategy and Operations Leader with 10+ years of experience strengthening execution, risk, and compliance frameworks across highly regulated environments, including financial services, public sector, healthcare, and nonprofit organizations. Proven record of delivering measurable outcomes, including a 20% increase in stakeholder engagement through CRM optimization and process alignment. Known for translating complex requirements into scalable, high-impact operating models while partnering cross-functionally to drive clarity, accountability, and results. Trusted advisor recognized for sound judgment, operational rigor, and stakeholder confidence.
Overview
2026
2026
years of professional experience
Work History
Client Strategy Specialist
CHARLES SCHWAB
Dallas, TX
2023 - Current
- Advise high-net-worth and executive-level clients through complex account, estate, and retirement transitions within a highly regulated financial environment.
- Partner with legal, compliance, and operations teams to ensure accurate execution, risk mitigation, and adherence to fiduciary standards.
- Serve as escalation point for sensitive client issues, balancing regulatory requirements with client experience and retention priorities.
- Analyze portfolio and engagement trends using CRM insights to identify service gaps, operational improvements, and growth opportunities.
Operations & Process Improvement Supervisor
DALLAS COUNTY
Dallas, TX
2022 - 2023
- Led high-volume administrative operations supporting legal and regulatory functions, ensuring compliance with county and state standards.
- Designed and implemented SOPs, workflow documentation, and performance dashboards, reducing processing time by 15%.
- Supervised and trained staff while coordinating cross-departmental initiatives with legal, administrative, and executive stakeholders.
- Resolved escalated cases requiring discretion, procedural accuracy, and risk awareness.
Donor Strategy & Relationship Administrator
DALLAS THEOLOGICAL SEMINARY
Dallas, TX
2021 - 2022
- Supported executive advancement leadership through CRM optimization, donor portfolio tracking, and data-driven engagement strategies.
- Increased donor engagement by approximately 20% through improved reporting, personalized outreach workflows, and internal process alignment.
- Managed sensitive financial and donor information with discretion, compliance, and institutional trust.
- Facilitated CRM adoption and internal training to improve reporting accuracy and cross-functional coordination.
Senior Case Manager / Policy Operations Specialist
ONEAMERICA
Indianapolis, IN
2020 - 2021
- Managed complex policy casework across underwriting, sales, and operations teams, ensuring SLA adherence and regulatory compliance.
- Identified operational risks and process gaps, supporting leadership with performance metrics and improvement recommendations.
- Delivered enterprise platform training that increased system adoption and reduced escalations by 18%.
- Served as primary liaison for escalated stakeholder issues requiring analytical judgment and documentation accuracy.
Senior Account Manager / Operations Analyst
INSTITUTE FOR STUDY ABROAD (IFSA)
Indianapolis, IN
2018 - 2020
- Oversaw $1M+ in scholarships and international program accounts with 100% budget and compliance accuracy.
- Produced financial reports and projections to support strategic planning and forecasting.
- Streamlined allocation and compliance tracking processes, improving transparency and audit readiness.
- Coordinated cross-functionally with internal teams and international partners to ensure operational alignment.
Patient Operations Analyst / Financial Navigator
INDIANA UNIVERSITY HEALTH
Indianapolis, IN
2015 - 2018
- Guided patients through complex insurance, billing, and financial processes in a high-volume healthcare environment.
- Maintained HIPAA-compliant records while partnering with clinical and administrative teams to align care delivery and coverage.
- Identified workflow inefficiencies and contributed to process improvements that enhanced patient experience and operational flow.
Education
Bachelor of Science - Business Administration
Indiana Wesleyan University
Marion, IN04-2015
Skills
- Strategy & Operations Enablement
- Risk & Compliance Oversight
- Process Improvement & SOP Development
- Cross-Functional Leadership & Stakeholder Management
- Client & Executive Engagement
- CRM Systems & Data-Driven Reporting
- Escalation Management & Issue Resolution
- Change Management & Training
- KPI Analysis & Performance Optimization
Selected Impact Highlights
- Reduced operational processing time by 15% through SOP redesign and performance dashboards.
- Increased platform adoption and reduced escalations by 18% through targeted training initiatives.
- Managed $1M+ in financial accounts with 100% compliance accuracy.
- Improved donor engagement by ~20% through CRM-driven strategy and reporting.
- Trusted escalation lead across financial, legal, healthcare, and public-sector environments.
Core Capabilities
- Strategy & Operations Enablement
- Risk & Compliance Oversight
- Process Improvement & SOP Development
- Cross-Functional Leadership & Stakeholder Management
- Client & Executive Engagement
- CRM Systems & Data-Driven Reporting
- Escalation Management & Issue Resolution
- Change Management & Training
- KPI Analysis & Performance Optimization
Websites
Timeline
Client Strategy Specialist
CHARLES SCHWAB
2023 - Current
Operations & Process Improvement Supervisor
DALLAS COUNTY
2022 - 2023
Donor Strategy & Relationship Administrator
DALLAS THEOLOGICAL SEMINARY
2021 - 2022
Senior Case Manager / Policy Operations Specialist
ONEAMERICA
2020 - 2021
Senior Account Manager / Operations Analyst
INSTITUTE FOR STUDY ABROAD (IFSA)
2018 - 2020
Patient Operations Analyst / Financial Navigator
INDIANA UNIVERSITY HEALTH
2015 - 2018
Bachelor of Science - Business Administration
Indiana Wesleyan University