Michael Clancy
Quenn Creek,AZ
Summary
Dynamic Business Operations Lead at US Foods with a proven track record in operational efficiency and data analytics. Expert in optimizing business processes and training teams to enhance performance. Successfully streamlined operations, resulting in improved service levels and reduced escalations, while fostering collaboration across departments.
Overview
10
10
years of professional experience
Work History
Business Operations Lead
USFoods
09.2017 - 02.2025
- Acted as Subject Matter Expert (SME) and provide technical assistance for processes and escalations
related to department tasks and assignments. - Trained, coached, mentored, provided guidance and lead team members to best support the team’s activities
and goals. - Delegated work and reallocate resources appropriately to ensure daily SLOs are met.
- Performed pricing audits as well as completeness.
- Management of collected reporting from various systems (Including, but not limited to, Tableau, Prime,
MS Access, Power App). - Prepared, analyzed, identified trends and delegated for processing, review and/or training.
- Monitored, maintained and analyzed large data sets within department applications i.e., Excel and Access.
- Identified vendors for integration into PACE system and review system requirements needed for conversion as needed.
- Acted as primary point of contact for New Market Transition/Acquisition/Market transfers, including but not
limited to coordinate and assign the tasks based on the complexity and available resources; audit all
aspects of acquisition work; communicate and follow up with acquisition team, markets, and driving
project tasks and timelines. - Audit for Credit & Rebills for credit thresholds.
- Completed analysis of issues, summarize root cause of issues, ensure vendor billbacks are captured, and recommend business process improvements to department leadership.
- Acted as department liaison to other departments within SBS and US Foods, and external vendors and
customers, as needed. - Aligned with department trainer/instructional designer to document best practices and standardize
operating procedures and responsible for maintaining department documents such as, SOPs (Standard
Operating Procedures), CAMs (Customer Account Management System), terms list etc. - Champion and partner on escalations and special projects, while delivering support efforts and service level agreements to ensure department key performance indicators are met.
- Subject matter expert in vendor agreements, pricing documentation, incentive documentation,
maintenance of customer master database and/or contract documentation.
Senior Customer Service Representative Lead
Origami Owl
06.2015 - 08.2017
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.
- Collaborated with cross-functional teams to identify areas for process improvement, resulting in reduced customer complaints.
- Streamlined call center operations for increased efficiency by implementing new protocols and procedures.
- Established trust by maintaining confidentiality when handling sensitive customer information.
Education
High School Diploma -
Westwood High School
Phoenix, AZSkills
- Operational efficiency
- Data analytics
- Business process optimization
- Workforce planning
- Onboarding and training
- Staff management
- Data management
Timeline
Business Operations Lead
USFoods
09.2017 - 02.2025
Senior Customer Service Representative Lead
Origami Owl
06.2015 - 08.2017
High School Diploma -
Westwood High School
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