MICHAEL T. MOODY II
Columbus,OH
Summary
Experienced customer operations professional with a talent for managing service teams and enhancing processes. Proven track record of promoting team collaboration and achieving results in dynamic environments. Recognized for reliability, adaptability, conflict resolution abilities, and strategic planning expertise.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Patient Care Manager
Gifthealth
08.2024 - Current
- Maintains 60+ patient care representatives stats and metrics to ensure quality service is being provided.
- Manages budgets and resources effectively to reduce departmental costs while maintaining high standards of care.
- Maintains 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.
- Promotes a positive work environment by fostering effective communication, teamwork, and employee engagement.
Outreach Director
Oak Street Health
02.2024 - Current
- 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.
Customer Success Manager
ScriptDrop
04.2020 - 01.2024
- 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
ScriptDrop
07.2019 - 04.2020
- 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.
Customer Solutions Supervisor
Fiserv
07.2019 - 12.2019
- 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 efficiency and performance.
- Responded and researched escalations when assigned.
- Organized side by side coaching sessions with associates when needed.
- Stayed engaged with associates to ensure that they were abreast with current or procedure changes within department.
- Managed attendance and vacation time for 15 associates.
- Submitted payroll for associates.
- Coached employees through day-to-day work and complex problems
- Resolved account issues to build rapport and relationships with clients
Performance Enhancement Lead
Fiserv
07.2018 - 07.2019
- Managed workflow of 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 procedure were understood.
- Collaborated with supervisors to present opportunities to improve business processes.
Senior Credit Card Fraud Analyst
Fiserv
06.2014 - 07.2018
- 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.
Commercial Card Chargeback Advisor
JPMorgan Chase
08.2013 - 06.2014
- 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.
Loan Administrator
JPMorgan Chase
04.2012 - 08.2013
- 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.
Teller Coordinator
US. Bank
11.2011 - 03.2012
- 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.
Shift Manager
GFS Marketplace
05.2010 - 11.2011
- Provided scheduling and mentoring for 10-15 associates
- Performed opening and closing procedures of store
- Completed daily cash handling functions including setting up tills, counting down tills, prepared and delivered bank deposits.
- Supported management team as assigned, in daily store operations and assisted with supervising associates with performance of their duties
- Maintained training of associates to ensure store condition standards, sales and customer service were executed.
- Managed team schedules
Customer Sales Associate
Gordon Food Service
04.2006 - 05.2010
- Performed cash handling duties and cash register operation.
- Fulfilled customer orders in a timely manner.
- Ensured store was regularly stocked with items.
- Provided superior customer care by ensuring customer needs and concerns were met.
Education
Bachelor of Science - Business Management and Finance
Central State University
Wilberforce, OH05.2011
Skills
- Inter-department collaboration
- Background in Business Operations
- Training and mentoring
- Research and due diligence
- Customer Relations
- Revenue growth
- Team Building
- Schedule Management
- Business Development
- Quality improvement
- New staff mentoring
- Problem-solving
Certification
- Strategic Organizational Leadership, Management & Strategy Institute - May 2021
- Lean Six Sigma White Belt, Management & Strategy Institute – March 2020
Affiliations
- Columbus Urban League Young Professionals.
- Columbus Young Professionals Club.
- National Black MBA Association.
Timeline
Patient Care Manager
Gifthealth
08.2024 - Current
Outreach Director
Oak Street Health
02.2024 - Current
Customer Success Manager
ScriptDrop
04.2020 - 01.2024
Customer Success Coordinator
ScriptDrop
07.2019 - 04.2020
Customer Solutions Supervisor
Fiserv
07.2019 - 12.2019
Performance Enhancement Lead
Fiserv
07.2018 - 07.2019
Senior Credit Card Fraud Analyst
Fiserv
06.2014 - 07.2018
Commercial Card Chargeback Advisor
JPMorgan Chase
08.2013 - 06.2014
Loan Administrator
JPMorgan Chase
04.2012 - 08.2013
Teller Coordinator
US. Bank
11.2011 - 03.2012
Shift Manager
GFS Marketplace
05.2010 - 11.2011
Customer Sales Associate
Gordon Food Service
04.2006 - 05.2010
Bachelor of Science - Business Management and Finance
Central State University
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