Michael Sheddan
Mercury Broadband
Topeka,KS
11
years of professional experience
Results-driven professional with extensive expertise in third-party vendor management, risk management, audit and compliance, and customer service leadership. Skilled in navigating complex regulatory environments and designing robust risk control frameworks that promote organizational integrity. Demonstrated success in leading teams, managing vendor relationships, and delivering data-driven insights that inform strategic decision-making and enhance operational efficiency. Committed to fostering cross-functional collaboration to achieve business objectives and drive continuous improvement.
Work History
Third-Party Vendor Director
3 Years 8 Months- Act as the primary liaison between Mercury Broadband and third-party vendors, ensuring alignment of goals and compliance with regulatory requirements.
- Oversee third-party risk management, leveraging deep knowledge of regulatory TPRM guidance (OCC and other key regulatory bodies).
- Utilize governance, risk, and compliance (GRC) tools to evaluate vendor performance and mitigate operational and IT risks.
- Develop and present risk management reports, providing actionable insights to stakeholders.
- Demonstrate strong project management and relationship-building skills to drive collaboration and achieve organizational objectives.
Customer Service Manager
3 Years 8 Months- Lead a customer-focused team to deliver exceptional service while managing collections with empathy and professionalism.
- Implement strategies to enhance customer satisfaction, encourage timely payments, and maintain loyalty throughout the collections process.
- Analyze customer service metrics, providing actionable insights to drive improvements and support strategic initiatives.
- Ensure compliance with regulations and ethical standards in all customer service and collections activities.
- Resolve escalated customer issues, balancing customer needs with company interests to protect relationships and organizational goals.
Executive Director
1 Year 11 Months- Directed all aspects of facility operations, including Medicaid processing, budget management, and marketing.
- Recruited, trained, and managed staff to ensure high-quality resident care.
- Streamlined administrative processes and improved operational efficiency.
Quality Assurance Manager
1 Year 9 Months- Developed and updated quality assurance procedures to align with organizational goals.
- Identified and addressed quality issues, implementing solutions to enhance performance.
- Provided coaching and guidance to team members, fostering continuous improvement.
Corporate Trainer
1 Year 9 Months- Designed and delivered training programs using diverse instructional techniques.
- Established learning objectives and evaluated training outcomes for effectiveness.
- Maintained training documentation and supported team development initiatives.
Consumer Representative
9 Months- Resolved customer inquiries and processed claims with accuracy and efficiency.
- Communicated effectively with stakeholders to ensure seamless issue resolution.
- Maintained detailed records of customer interactions for compliance and quality assurance.
Education
High School Diploma
Skills
Third-Party Risk Management (TPRM)
Governance and compliance expertise
Operational Risk & IT Risk Management
Customer Service Leadership & Collections Management
Regulatory Compliance (OCC Guidance
Risk Assessment)
Data Analysis & Reporting (Excel
PowerPoint)
Project Management & Strategic Planning
Stakeholder Engagement & Vendor Negotiation
Vendor evaluation
Relationship management
Customer needs assessment
Issue resolution
Timeline
Third-Party Vendor Director
Mercury Broadband
02.2023 - CurrentRead More
Customer Service Manager
Mercury Broadband
02.2023 - CurrentRead More
Executive Director
Vintage Park at Hiawatha
03.2017 - 02.2019Read More
Quality Assurance Manager
Alorica
06.2015 - 03.2017Read More
Corporate Trainer
Alorica
06.2015 - 03.2017Read More
Consumer Representative
Blue Cross Blue Shield
09.2014 - 06.2015Read More
Seaman High School
High School Diploma
Read More