Michael Meadows Email & Phone Number

Port Washington, New York, United States

Port Washington, New York, United States

• Collaborated with C-level management to conceptualize and execute a successful new revenue stream.• Established and oversaw the Bill Pay revenue process, driving efficiency and accuracy.• Assisted sales teams in conducting impactful database demos for prospective clients, contributing to program expansion.• Devised and executed a new billing process in collaboration with C-Level management, benefiting the entire expense management client base.• Lead the ownership and strategic management of ACG’s end-to-end expense management program overseeing all aspects of its development, lifecycle management, and ongoing optimization of the program.• Established end-to-end invoice SLAs for a diverse clientele, enhancing overall customer satisfaction.• Continuously collaborate with cross-functional teams throughout the organization to ensure seamless integration and alignment with broader organizational objectives.• Aligned the strategies of Client Delivery and Service Delivery teams with overarching Company objectives.• Proactively identified and implemented process enhancement to optimize operations.• Collaborated with my team members to develop, update, and maintain comprehensive Standard Operations Procedures (SOP) documentation for all TLO customers.• Spearheaded the creation and implementation of three distinct training programs tailored to various roles within my teams.• Lead a dedicated team of Client Delivery Analyst who provides Comprehensive support in Service Incident Management, MACD Process, and overall account support.

New York, New York, United States

This role is to elevate our customer contact on a regular basis at the highest level, improves our customer satisfaction and retention, enhances Calero-MDSL’s revenue through cross and up-sells, and constantly reconfirms the Calero-MDSL value proposition to our customers. Key responsibilities include: • Improve customer satisfaction and retention. (100% client satisfaction)• Elevate our regular contact at the highest level within our install-base customers (target C suite)• Improve timeliness and relevance of communication between our customers and Calero-MDSL (no surprises)• Identify and develop opportunities to sell add-on solutions maintaining and developing an active pipeline of sales opportunities.• Take responsibility to lead all sales stages associated with opportunities leading to securing new Cross and Up Sell bookings working with other company functions as needed• Customer contract renewals – including familiarity with customer contract term and milestones and manage renewals accordingly• Travel to customer meetings on an as-needed basis (face to face relationships)• Keep assigned executive sponsor informed about significant customer matters and coordinate related activities as deemed appropriate by executive sponsor• When appropriate and warranted, frequent client interaction based on service exceptions and escalations, including attending the client assigned Service Operations Manager’s weekly meetings to monitor service delivery progress and improvements.• Travel to onsite client meetings, including monthly, quarterly, annual business reviews. • Review customer satisfaction KPIs with the Service Operations Managers and Operational Business Unit · Collections – assist, especially where service exceptions are the collection issue · Credit requests · Fielding questions regarding invoice charges• Define and discuss up-sell campaigns to Calero-MDSL sales stakeholders• Product Road Map feedback / inputs

New York, Ny

• Frequently travel to customer sites for Quarterly Business Reviews and priority 1 process enhancement rollouts.• Create a calendar of daily/weekly/monthly/quarterly commitments to clients. Hold team accountable for meeting those commitments, including dispute escalations, savings tracking/realization of savings, alert customers of upcoming contract expiration and on time processing of invoices.• Regularly create SOW document for up sell opportunities and drive signatures with customer and internal COO.• Hold regular internal meetings with team members, identify any delivery hurdles and work actively with functional team leads to resolve issues• Prioritize and oversee completion of ad hoc tasks raised by clients• Escalate to client team as needed to help meet agreed deliverables• SLA Monitoring and Performance Management• Maintain compliance against mutually agreed process and procedures as documented in client’s Runbook.• Become the managing agent on behalf of Customer to ensure all tickets and enhancement requests submitted to MDSL helpdesk are given appropriate attention as per the Service Level Agreement.• Report any perceived defect or failing in the TEM system and respond to any incident report notified by Customer by raising a ticket with the MDSL helpdesk and liaise with all involved parties to expedite resolution of such issues.• Attend regular ‘Heartbeat’ calls/meetings with managed service customers, logging all actions and minutes from each meeting.• Contribute to and participate in regular service review meetings or conference calls chaired by Customer.• Coordinate Database Upgrade and Patching. Responsible for overall timeframe and delivery of the upgraded system. Provide training to clients if new features will be introduced• Ensure that client’s Business Rules are up-to-date and accurate.• Provide Service Delivery Manager with the reporting and data required for Quarterly Business Review presentations.

New York, Ny

• Own a portfolio of porting projects which will be delivering transition management services to Vodafone’s highest value and most complex enterprise customers• The Single Point of Contact for porting projects for both the end customer and all internal stakeholders• Lead customer relationship during implementation and is responsible for the E2E Customer Experience throughout the ‘Implementation project lifecycle’• Lead on the scoping and shaping of the project deliverables through consultation with the customer and the internal virtual project team. • Provide regular F2F support to the customer at the customer’s sites throughout the project while acting as the “face of Vodafone” for the customer on all transition related issues• Responsible for ensuring that account set up activities across a variety of systems are correctly implemented while ensuring appropriate commercial terms are applied to a customer’s account accurately and in a timely manner• Provide a project management framework which allows a shared understanding of responsibilities and planning & delivery activities as well as a process for the risk/issue management• Manage the communications plan for each project and providing weekly/monthly project status updates to the both internal and external stakeholders for each project with ad-hoc bespoke reporting as required• Manage the handover of account from Implementation team into Service / Account Management providing appropriate and accurate information following completion of post-delivery analysis and checking

Sandy Hook, Ct

• Manage 10+ on-site and international vendor resources providing 200+ customers with visibility into over $100M of global telecom expenses• Accountable for electronic bill readers that load the data for entire business• Created IADs and Change Request Documents enabling Development team to build Bill readers that run with reliability, minimizing disruption to operations• Created and manage metrics to show performance of Feed Analyst to upper management• Assist in the development of new data methods that will generate revenue and maintain profitability.• Serve as escalation point on all data related issues regarding bill readers• Work closely with VTMP leadership team to align services and business priorities, prioritizing data support activities and to design and implement the tracking of customer metrics

Sandy Hook, Ct

• Customer Implementations: Manage the initial Staging, Loading, and Testing of carrier data feeds for new customers. Hand off process to Operational Teams.• Incident Management: Assess, investigate, review, and resolve carrier invoice loading exceptions.• "Leading the Way" team member which was built with the aspiration of Employee Leadership Development while working in tandem to identify and provide cross-functional business solutions.• Trained new Egypt TEM team of 6 on our US standard processes. • Verify country tax percentages, surcharges, and invoice totals• Load and test programmed reader scripts and PDF capture readers• Prepare sourcing spend statistics and relaying this information to a variety of different graded company members at any level• Gather all information and respond to any rapidly changing Business Environments• Aid global accounts from various clients in any part of their telecommunication business where it is so required• Interpret all data and present it accurately to Project Managers as well as clients• Apply a clear, logical approach in the creation of reporting products enabling a fluent transfer of information to the customer• Prepare legal hand-off documents to direct client work to Business As Usual team for remainder of contract period

Trumbull, Ct

- Adjust payments of refunded claims received from UHC to refund payees through the PICK system.- Run all the necessary reporting to regulate and manage all payment and adjustment made from all payment systems (Oracle Financial's and PICK) to verify processing accuracy.- Review and retract overpayments made on claims to deduct from payees through the PICK system. Along with merging overpayments stuck in Oracle Financial's awaiting payment and handling unrecoverable funds.- Accurately research Stop Payments/Outstanding Checks as to why they were not received; apply through the Oracle system and ensure payment is sent to appropriate party and address.- Accurately researching and creating electronic bank accounts through the Oracle system to allow clients to automatically be paid electronically in all future transactions.- Routine audit of co-workers daily work to ensure work is done accurately and reporting to director all errors found and suggestions on a corrective action plan to fix the errors.- Accurately research and create electronic bank accounts through the Oracle system to allow clients to automatically be paid electronically in all future transactions.-Routine audit of co-workers daily work to ensure work is done accurately and reporting to director all errors found and suggestions on a corrective action plan to fix the errors.

Brookfield, Ct

• Manage daily, weekly and monthly production of all communication elements for multi-faceted physician directed program.• Responsible for all quality assurance in communications between clients and managed data and printing facilities.• Use problem-solving skills to avert production errors.• Perform quality assurance for over one hundred confidential medical documents each month.• Manage the coordination and control of all internal job orders.• Prepare daily electronic update for distribution to client and vendors.

Brookfield, Ct

• Designed, developed, and implemented comprehensive patient communication program for multiple corporate clients• Develop systems and maintain all operating business processes for: o Billing o Inventory maintenance and purchasing• Lead multiple weekly project status meetings with forty participants.• Train all new employees on project processes• Prepared and presented strategic business processes to upper management.• Develop, update, and maintain customer database with multiple components.

Brookfield, Ct