MICHAEL T. MOODY II

• Maintained 60+ patient care representatives stats and metrics to ensure quality service is being provided.
• Managed budgets and resources effectively to reduce departmental costs while maintaining high standards of care.
• Maintained strong interdisciplinary team collaboration, resulting in better patient outcomes.
• Manages day-to-day operations of the department, ensuring seamless coordination between all members of the care team.
• Promoted a positive work environment by fostering effective communication, teamwork, and employee engagement.

• Managed and developed two teams of quota-carrying Outreach Executives, 4 individuals at each clinic (8 direct reports total).
• Coached direct reports in sales strategy, pipeline management, opportunity management and career planning/development.
• Provided skill training and mentoring on business account engagement and prospect engagement, including consistent and regular ride along shadowing with Outreach Executives.
• Interfaced and developed professional relationships with existing local businesses and prospects.
• Provided an unmatched experience for patients and prospects.
• Maintained a strong relationship between clinical staff and outreach staff.
• Developed both long-term vision and strategies for the team and managed day-to-day sales team operations.

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Conducted training and mentors team members to promote productivity, accuracy and commitment to friendly service.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Handled escalations and provides appropriate solutions and alternatives within appropriate timeframes and ensures follow up is done to achieve resolution.
• Performed weekly 1:1 sessions with direct reports to hold them accountable to company standards and to make sure their needs are being met to succeed in their role.

Customer Success Coordinator -

• Served as the liaison between company's pharmacy and courier partners.
• Communicated customer needs and provide solutions to their requests.
• Managed daily delivery volume that company's courier partners produced.
• Assisted leadership team with business processes and improvements.
• Handled tough and difficult customer requests and escalations when needed.

• Led process improvement and problem- solving efforts to create standard procedures and escalation policy for customer support team.
• Monitored metrics and developed actionable insights to improve effiiency and performance.
• Responded and researched escalations when assigned.
• Organized side by side coaching sessions with associates when needed.
• Coached employees through day-to-day work and complex problems.
• Resolved account issues to build rapport and relationships with clients.

Performance Enhancement Lead -

• Managed workflow o business to ensure that department was within service levels.
• Guided and coached 200 associates when it came to decision making on different cases.
• Responded and researched escalations when assigned.
• Organized side by side coaching sessions with associates when needed.
• Stayed engaged with associates to ensure that policies and procedures were understood.
• Collaborated with supervisors to present opportunities to improve business processes.
• Identified and analyzed credit card fraud cases and card holder information.
• Communicated with merchants and cardholders to ensure their account safety and to prevent loss.
• Broke down methods and processes of fraud activities and generated credit card fraud prevention reports.
• Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.

Sr. Credit Card Fraud Analyst -

• Identified and analyzed credit card fraud cases and card holder information.
• Communicated with merchants and cardholders to ensure their account safety and to prevent loss.
• Broke down methods and processes of fraud activities and generated credit card fraud prevention reports.
• Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
• Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes.

• Analyzed cardholder and merchant bank documentation.
• Evaluated cardholder-initiated disputes and incoming charges.
• Assessed chargeback options under Visa/MasterCard regulations.
• Followed internal policy and procedures to make decisions on cases.
• Ensured timely and accurate investigation.

• Documented CFA (Central File Administration) related activities in corresponding systems.
• Monitored file aging for HMDA (Home Mortgage Disclosure Act) compliance.
• Released files to underwriting department and operations.
• Reviewed title commitments, flood, and tax certificates, to ensure that Chase guidelines were met.
• Performed all validation requirements on applicable loan files.
• Obtained and review documents for subordination orders and trust reviews.
• Assisted processing department in reviewing disaster area files.
• Managed pipeline via daily pipeline reporting.

• Performed teller scheduling to achieve appropriate branch coverage for business needs.
• Assisted tellers in cashing checks by verifying signatures and amounts.
• Assisted customers with setting up or closing accounts, completing loan, and signing up for new services.
• Provided clients with general information on account opening.
• Conducted various branch operations tasks such as balancing and replenishing ATM, TCD and shipment processing.
• Executed various customer deposits, withdrawals, and money orders.
• Managed branch vault by verifying accuracy of cash transactions.
• Managed inventory by tracking and ordering bank supplies, equipment, and documents.
• Motivated tellers to achieve sales and service goals with continuous coaching.