Hi, I’m
Mike Meyer
Manager of Operations
Manchester,MO
Summary
Collaborative leader and manager of operations with 5 years of experience leading a team of customer-facing account managers. 10+ years in customer support. Delivering excellent results and success. Strong experience in project management, corporate communications, and business process development; always exceeding expectations and assigned goals. Motivated to establish and achieve new business objectives. Excellent listening skills, positive demeanor, and excellent communication abilities.
Overview
12
years of professional experience
1
Certification
Work History
OptumBridgeton, MO
Manager of Operations, Client Services
05.2019 - Current
Job overview
- Inspiring team leadership to motivate and ensure that all OKRs and service metrics, such as quality, productivity, and customer satisfaction performance standards, exceed expectations
- Restructured client services department to appropriately align strengths to serve Change Healthcare's growing business with $120MM in estimated revenue this year
- Created mentorship program to assist new hires and their development as they are on-boarded to the account management team.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Developing effective channels of communication to deliver optimal support
- Surpassing customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Fostered new lead positions to oversee escalated issues and perform gap analysis for quicker project turnaround times while also reducing risks
- Instituted team events to allow for team collaboration and work balance.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Change HealthcareBridgeton, MO
Account Manager, Team Lead
05.2013 - 05.2019
Job overview
- Promoted to Team Lead
- Enhancing the support of high-volume client accounts while pushing for more business opportunities for increased company revenue.
- Collaborating with internal stakeholders (IT Engineers, Product, Implementation, Account leadership) to channel essential information.
- Scheduled training sessions with team members to assist them with technical support and boost overall team metrics.
- Insightful live customer demonstrations for exceptional customer experience.
- Accomplished process improvement and gap analysis to reduce error within Change Healthcare systems.
- Organized customer requests through CRM management for potential auditing
Cat5 CommerceChesterfield, MO
Data Analyst
11.2012 - 05.2013
Job overview
- Designed and developed data pipelines to acquire, clean and process data.
- Excellent customer care qualities encouraging business growth
- Partnered with business vendors to understand selling products
- Embraced company policies to identify fraudulent information
- Blended with support teams for team culture experience.
Education
University of Missouri - Saint Louis
Bachelor's Degree from Communications
2012
Skills
- Lean Six Sigma Certified
- Process Improvement
- Hiring / Onboarding
- HIPAA / Security
- Project Management
- Strong Communication
- Team Development
- Six Boxes Performance Thinking
- Tools & Technologies Used: MS Office (Outlook, Word, & Excel), SQL/Oracle, Tableau, Workday, Kronos, Salesforce, Form Designer, APIs, Microsoft Teams, JIRA, RemedyForce
Certification
Six Sigma lean black belt professional
Timeline
Manager of Operations, Client Services
Optum
05.2019 - Current
Account Manager, Team Lead
Change Healthcare
05.2013 - 05.2019
Data Analyst
Cat5 Commerce
11.2012 - 05.2013
University of Missouri - Saint Louis
Bachelor's Degree from Communications
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