MICHELLE TAYLOR
Clarksville,TN
Summary
Dynamic and detail-oriented Operations Lead with over 11 years of experience in the EdTech and Customer Support sectors. Proven track record in managing complex projects, optimizing processes, and delivering high-quality outcomes in fast-paced environments. Recognized subject matter expert skilled in bridging business and technical teams to align operations with strategic objectives. Committed to fostering professional growth while consistently delivering measurable value to the organization through enhanced productivity and collaborative teamwork.
Overview
18
18
years of professional experience
Work History
Tech Operations Lead, Business Operations
2U
01.2021 - Current
- Lead end-to-end operational analysis across multiple product lines, leveraging data insights to identify trends, mitigate risk, and drive revenue optimization strategies.
- Partner with senior leadership and cross-functional stakeholders to define priorities, scope initiatives, and deliver high-impact, data-driven solutions aligned to business objectives.
- Oversee the integrity and governance of large-scale datasets across Salesforce, Tableau, Excel, Google Sheets, and LMS platforms, ensuring accuracy, consistency, and accessibility for enterprise reporting.
- Design and deliver executive-level reporting and dashboards, translating complex data into actionable insights for leadership, university partners, and key stakeholders.
- Evaluate operational performance metrics to uncover inefficiencies, recommend scalable process improvements, and enhance productivity and profitability.
- Establish and maintain standardized documentation and operational playbooks, ensuring compliance, consistency, and continuous process improvement across teams.
Senior Student Success Specialist
2U
01.2014 - 2019
- Analyzed student risk indicators using Salesforce and Tableau, driving targeted outreach strategies to improve retention rates.
- Facilitated collaborative discussions during weekly meetings aimed at improving student retention and achieving academic goals.
- Coordinated efforts among departments to swiftly address and mitigate escalated issues faced by students and faculty.
- Implemented targeted engagement activities to support retention of students in online master’s in nursing program.
Interim Student Success Manager
2U
08.2019 - 11.2019
- Conducted analysis of program data to formulate strategies aimed at improving graduation rates and overall student satisfaction.
Appeals Analyst – Medicare
Blue Cross and Blue Shield of North Carolina
01.2013 - 01.2014
- Achieved informed decision-making by conducting thorough research and analysis of appeals. Enhanced case file preparation processes to improve clarity. Provided actionable recommendations to decision committees, influencing outcomes.
- Analyzed case details and articulated arguments effectively at CMS administrative law judge hearings.
- Reviewed and validated processes to align with Medicare coverage policies and CMS deadlines.
SMA Intake Specialist – Triage
Blue Cross and Blue Shield of North Carolina
01.2011 - 01.2013
- Facilitated resolution of provider and member inquiries to ensure compliance with authorization protocols and case submissions.
- Implemented training programs and provided support during onboarding to ensure smooth integration of new hires.
Customer Service Professional
Blue Cross and Blue Shield of North Carolina
01.2008 - 01.2011
- Provided high-level customer support across multiple insurance products.
- Acted as backup mentor and subject matter expert for training classes.
Education
Bachelor of Multidisciplinary Studies -
University of Texas El Paso
Associate of Applied Science - Business Administration
Forsyth Technical Community College
Skills
- Team collaboration
- Organizational skills
- Problem-solving abilities
- Attention to detail
- Time management
- Process improvement
- Analytical thinking
- Process optimization
- Customer relationship management
- Operational efficiency
Timeline
Tech Operations Lead, Business Operations
2U
01.2021 - Current
Interim Student Success Manager
2U
08.2019 - 11.2019
Senior Student Success Specialist
2U
01.2014 - 2019
Appeals Analyst – Medicare
Blue Cross and Blue Shield of North Carolina
01.2013 - 01.2014
SMA Intake Specialist – Triage
Blue Cross and Blue Shield of North Carolina
01.2011 - 01.2013
Customer Service Professional
Blue Cross and Blue Shield of North Carolina
01.2008 - 01.2011
Associate of Applied Science - Business Administration
Forsyth Technical Community College
Bachelor of Multidisciplinary Studies -
University of Texas El Paso