Operations Leader with Healthcare Experience
Resume:
Michael Normoyle CAREER OBJECTIVE
************@*****.***
** ******** ****, ***********, *** York, 11735
EDUCATION
SUNY ONEONTA
Oneonta, NY
Bachelor of Science (B.S.) Business Economics (May 2020) NASSAU COUNTY COMMUNITY COLLEGE
Garden City, NY
Associate in Science (A.S.) Business
Administration
CORE COMPETENCIES
● Operational Leadership
● Regulatory/Policy Compliance
● Data Collection/Research
● Statistical Analysis
● Operational Leadership
● Strategic Business Planning
● Quality Assurance Oversight
● Metrics/KPI Management
● Change Management
● MS Office
● CRM Software
SKILLS/PROFICIENCIES
● Workforce Scheduling
● KPI/SLA Management
● SOP Development
● Escalation Management
● Training/Onboarding Facilitation
● Workforce management tools
● Process Improvement
● Team Leadership/Coaching
Results-driven leader with extensive experience in operations and team management. Skilled in business development and building strong client relationships. Detail-oriented with strong analytical, research, evaluation, and writing abilities. Experienced in synthesizing complex data into clear, actionable insights that support strategic decision-making. Collaborative team player committed to achieving organizational goals. Proactive and competitive leader who takes initiative, embraces calculated risks, and drives performance.
EXPERIENCE
Business Operations Supervisor
Inizio Engage, Remote / June 2022 – January 2026
● Assisted Project Director in the development and implementation of a new medical contact center.
● Delivered and maintained all service levels while meeting/exceeding client expectations.
● Addressed performance issues, including disciplinary actions and terminations in a timely manner and according to Inizio policies.
● Responsible for daily/weekly/monthly reports of all team members to ensure employees are meeting company
performance criteria.
● Collaborated cross-functionally with QA, training, and account coordinators to streamline workflows and improve patient service efficiency
Quality Assurance Analyst
Martindale-Avvo, Westbury, NY / Oct 2021 – May 2022
● Supervised the day-to-day operations of over fifty employees to ensure quality of work.
● Developed SOP for Quality Assurance Supervisor role.
● Implemented a company-wide standard for how quality of work is inspected.
● Responsible for monthly reports of all team members to ensure employees are meeting company performance
criteria.
● Ran new hire training workshops on a bi-weekly basis. Legal Intake Specialist
Martindale-Avvo, Westbury, NY / Sep 2020 - Oct 2021
● Received and qualified new and prospective clients for multiple law firms.
● Responsible for managing the process of
on-boarding new clients and evaluating incoming
streams of claims and potential clients.
Contact this candidate