SAM MOODY
Costa Mesa,CA
Summary
Highly-motivated, cross-functional professional with a rich mix of training, analytics, operations and positive leadership skills. Proven ability to manage multiple projects and teams in order to meet strict deadlines. High propensity to interview, onboard and educate qualified individuals to secure objectives and key results. Refined execution that is effective, efficient, creative and operationally sustainable.
Overview
12
12
years of professional experience
Work History
Project Implementation Specialist
Collectors
Santa Ana, CA
04.2021 - Current
- Focused solutions on industry-specific workflow, continuous improvement and protocols, tailoring implementations to departmental needs.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
- Delivered exceptionally high level of professionalism and support to each department, upholding company's commitment to service.
- Streamlined and updated multiple processes and workflows that helped save both time and money.
- Helped facilitate the construction and training of our Delaware Vault facility
- Digitally archived a physical library and disseminated documentation to a team of 120 on how to access
and utilize information. - Assisted development in 13 million dollar authentication
- Oversaw the creation of new sealing assembly line processes. guarantee program with eBay.
- Conducted numerous cycle time studies on various processes to improve productivity.
Software Support Analyst 1
MeridianLink
07.2018 - 12.2020
- Provide Live Support through phone calls, live chats and emails to over one thousand Financial Institutions
- First point of contact for all customer and vendor related issues
- Metrics and efficiency tracked through numerous programs such as SalesForce, Jira Cisco Finesse, OTRS, SightMax and
- FogBugz
- Over a 98% satisfaction rating in client interactions
- Schedule bug fixes and implement third party integrations
- Hold remote sessions and conference calls to further troubleshoot issues with the client
- Responsible for triaging and assigning incoming cases to the rest of the Support Team
- Troubleshoot various booking and workflow related errors and issues pertaining to loan applications, and provide timely resolutions to the client
- Recently certified in becoming a DocuSign Specialist
- Maintain a consistent backlog of up to 100 different cases
- Create articles and documentation for our internal database.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Manager
Stonefire Grill, Fountain Valley / Thousand Oaks
06.2012 - 07.2018
- Oversee monthly one-on-one employee reviews, outline accomplishments and build company morale
- Strong relationship building skills with both employees and customers
- Maintain effective relationships with vendors by sourcing products based on quality, cost and restaurant needs
- Strong relationship building skills with both employees and customers
- Design and develop metrics, reports and analyses to drive business decisions
- Plan, train and successfully execute quarterly roll outs
- Handle all guest inquiries by using effective conflict resolution resulting in guest retention
- Proficient in Microsoft Office/iOS, Caterease OMS, Paytronix,
- CTUIT, Paylocity and HotSchedules
- Support ongoing training of team members while communicating and implementing new procedures.
Ecommerce Specialist
Hula Girl 2
09.2011 - 12.2013
- Determined and executed new product listings on eCommerce sites
- Monitored and analyzed competitor marketing, advertising and pricing strategies
- Responsible for handling all order logistics including packaging and shipping
- Processed orders electronically through Endicia OMS.
Education
Bachelor of Arts - Communication, Business
California State University Channel Islands
Camarillo05.2016
Skills
- CORE SKILLS
- Effective Conflict Resolution
- Cultivate Strong Customer Loyalty
- Provide Exceptional Service and Support
- Unwavering Customer Advocacy
- Advanced Training and Mentoring
- Strong Active Listening
- Excellent Communication Skills
- Dynamic Team Leader
- Energetic Self Starter
- Build and Maintain Staff Morale
- High Standard of Product Quality Control
- Positive Role Model
- Software and Hardware Implementation
- Customer Support
- Production Work
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Project Implementation Specialist
Collectors
04.2021 - Current
Software Support Analyst 1
MeridianLink
07.2018 - 12.2020
Manager
Stonefire Grill, Fountain Valley / Thousand Oaks
06.2012 - 07.2018
Ecommerce Specialist
Hula Girl 2
09.2011 - 12.2013
Bachelor of Arts - Communication, Business
California State University Channel Islands
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