Michael Shahan Email & Phone Number

Gaithersburg, Md, Us

Gaithersburg, Maryland, United States

Managed HughesNet consumer survey platform, generating over 350,000 customer survey responses annually. Developed multiple customer surveys to identify customer sentiment and feedback around HughesNet’s portfolio of products and services. Manages relationship with survey platform vendor Qualtrics with annual contracted spend of $220K.Partnered with IT Software Development Group to manage Salesforce triggers for sending automated survey invites, as well as ensuring the Extract/Transfer/Load (ETL) process of ingesting survey responses into the Hughes Data Warehouse for reporting.Produced multiple C-suite reports for tracking Customer Satisfaction (CSAT), Net Promoter Score (NPS) and other key customer experience metrics across Hughes’ portfolio of products and services. Isolated declining customer satisfaction rates to proactively detect network issues or satellite bandwidth congestion.Conducted analysis of Customer Satisfaction over the Customer Lifecycle, starting with new subscribers, and branching out over time to see how CSAT and customer attitudes were affected over the Customer Lifecycle and across multiple tenure buckets. Helped assess potential new survey platform vendors to see if they were a more-cost effective solution while still providing the essential technical capabilities needed to integrate with our Hughes CRM vendor, Salesforce for survey automation.Developed new reporting for Quality Assurance (QA) audits of Customer Service calls and Executive Customer Care escalations. Initiated Reason/Issue/Action (RIA) tracking to drill down on major reasons customers contacted Hughes Customer Care.Conducted training sessions for new Hughes/Qualtrics users.Hughes Customer Experience Team – Rookie of the Year Award 2021.

Braving COVID and taking care of my family

Germantown, Md

Executive Reporting, Data Aggregation, and Metric Tracking: Developed data feed for executive-level monthly operational report (MOR), which aggregated data from 24 sites across the region. This report helped proactively identify struggling sites. MOR tracked 25 business-critical/clinical metrics and played a key role in maintaining contract security.Clinical Reporting and Medical Compliance: Partnered with IT, operations, and revenue cycle management teams to support contract operations and compliance efforts, overseeing data capture and clinical reporting for 23 hospitals. Business Process Improvement and Patient Satisfaction: Maximized client value by identifying improvement opportunities and presenting insights to leadership. This enhanced patient satisfaction and drove alignment with performance goals. Data Reporting, Gap Analysis, and Net Promoter Score: Conducted complex data reporting projects, including gap analysis and net promoter score survey of 200 key decision-makers. Used Excel and SQL Server to perform analyses and JIRA and Confluence to track and document project goals and new processes.Project Rollouts, Stakeholder Management, Data Collection, and Data Validation: Liaised with client IT stakeholders to facilitate contract rollouts, collecting daily throughput files and coordinating collection. Validated data and led ETL operations.Team Leadership and Healthcare Analytics: Led team of 5 analysts to produce 17 daily recurring standardized reports across billing/revenue cycles, clinical performance, and provider productivity. Request Management and Compliance Assurance: Fielded data requests and determined validity of information, responding to requests within time constraints to ensure contract compliance and client satisfaction. Data Extraction and Reporting: Managed production and dissemination of 2,000 patient satisfaction metric extractions and reports annually, providing data to keep clinicians apprised of performance.

Germantown, Md

Clinical Reporting and Medical Compliance: Partnered with IT, operations, and revenue cycle management teams to support contract operations and compliance efforts, overseeing data capture and clinical reporting for 23 hospitals. Business Process Improvement and Patient Satisfaction: Maximized client value by identifying improvement opportunities, synthesizing findings, and presenting insights to leadership. This enhanced patient satisfaction and drove alignment with performance goals. Data Reporting, Gap Analysis, and Net Promoter Score: Conducted complex data reporting projects, including gap analysis and net promoter score survey of 200 key decision-makers. Used Excel, SQL Server, JIRA, and Confluence tools to perform analyses.Project Rollouts, Stakeholder Management, Data Collection, and Data Validation: Liaised with client IT stakeholders to facilitate contract rollouts, collecting daily throughput files and coordinating data point collection. Validated data and led ETL operations.Request Management and Compliance Assurance: Fielded data requests and determined validity of information, responding to requests within time constraints to ensure contract compliance and client satisfaction. Data Extraction and Reporting: Managed production and dissemination of 2,000 patient satisfaction metric extractions and reports annually, providing data to keep clinicians apprised of performance. Team Leadership and Healthcare Analytics: Led team of 5 analysts to produce 17 daily recurring standardized reports across billing and revenue cycles, clinical performance, and provider productivity. Executive Reporting, Data Aggregation, and Metric Tracking: Developed data feed for executive-level monthly operational report (MOR), which aggregated data from 23 sites across the region. This report helped proactively identify struggling sites and needed resources. MOR tracked 25 business-critical/clinical metrics and played a key role in maintaining contract security.

Germantown, Md

Statistical Data Analysis, Data Interpretation, and Process Optimization: Leveraged Microsoft SQL Server expertise to interpret data and develop reports, which drove value through enhanced decision-making and streamlined client business processes.Executive Reporting, Key Performance Indicators, and Tracking Systems: Developed high-visibility executive reports for C-suite client stakeholders, tracking 250 clinical and internal performance metrics using SQL Server, Excel, and PowerPoint.Cost Reduction Analysis and Staffing Analysis: Supported client cost reduction strategies, producing shift pattern reports that were used by medical directors to evaluate staffing needs. Customer Support and Data Analytics: Responded to customer data requests, providing timely resolutions to inquiries and supporting critical decision-making.Cross-functional Coordination and Contract Requirements: Collaborated with cross-functional teams to implement contractual requirements. Partnered with IT, performance management, and consulting teams to conduct data collection, analysis, and reporting.

Lone Tree, Co

Supervisory Management, Data Audit, and Process Improvement: Supervised a team of 5 analysts, leading process improvement initiatives and auditing customer data.SQL and Customer Data: Developed SQL reporting from the Sprint data warehouse, identifying and proactively targeting customers who may be at risk of non-payment or fraud. Auditing and Coaching: Audited write-off reversals performed by the bankruptcy team, discovering $2M in non-compliant reversals. Advanced new coaching and retraining opportunities to expand staff skills and improve accountability. Transaction Monitoring and Cost Reduction: Slashed transactional credit check costs by $200K annually through close monitoring of daily feeds in the fraud and bad debt database.Program Development and Productivity Improvement: Spearheaded development of a new program to identify and support high-volume delinquent customer callers, driving call center productivity and bolstering first call resolution rates.Marketing Campaigns and Rapid Revenue Growth: Partnered with Sprint Marketing to implement consumer prescreen campaigns, which generated 11,000 new subscribers who brought in an estimated $20M in lifetime revenues.

Reston, Va

• Developed and managed executive-level subscriber reporting on voice and data products, analyzing key data points to assess subscriber revenues and churn. • Business owner of subscriber and commissions Data Warehouse tables and provided training to Finance, Sales, and Sales Support teams on those tables.

Mclean, Va

• Calculated monthly sales goal achievements and administered sales commission payments for over 125 Direct Sales Employees within Baltimore / Washington DC / Virginia sub-market totaling $6M annually.

Masters Of Science, Finance And Management, 3.7 Gpa

Accounting, Economics

Completed 18 post-bachelors accounting & economics credits in 2005. 4.0 GPA in post-bachelor’s work.

Bachelor Of Arts, Communications