Michael Sing
Policy & Process Governance Analyst
"I turn messy policy into one system people actually trust"
10 Years Turning Data Into $9.9M+ in Operational Savings
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"I turn messy policy into one system people actually trust"
10 Years Turning Data Into $9.9M+ in Operational Savings
My career started in customer support and case resolution, and over 19+ years at UScellular — a regional wireless carrier serving 4 million+ customers — that foundation grew into a specialty in policy and procedure governance, process improvement, and operations analytics.
As a Policy & Procedure Specialist/Business Operations Analyst, I led the migration of 800+ policies and procedures to a modernized Zendesk Help Center, helped maintain a clean SOX audit record across quarterly compliance reviews, and built fraud-focused reporting that drove $7.2M in annual savings. I am at my best when I am organizing what's scattered, closing the gaps others miss, and turning both content and data into something people can actually rely on.
What drives me is keeping policy and procedure content clear, accurate, and organized so frontline teams can trust it when they need it most — paired with a process-improvement mindset that's always pushing to make things work better and more efficiently. I also lean on data and business intelligence to give that work direction: building dashboards and reports that tell the story behind the numbers, and tightening controls before small issues become expensive ones.
I built this site in Bootstrap Studio, using its built-in AI to move faster — not to do the thinking for me. The structure, the direction, the words: those are mine. AI helped me stress-test layout choices and speed up execution, the same way I'd use any tool I've taken the time to actually learn. That's the difference between using AI and just plugging into it.
2022 – 2026
2015 – 2022
2006 – 2015
2003 – 2006
Mapped out how I would build a policy governance system from the ground up, ownership, review, and everything in between.
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Rewrote a bloated internal return policy into something employees could actually use fast.
Bloated policy was generated by AI; I rewrote the content
A rule only works if people know how to follow it. This example shows exactly what that looks like, step by step.
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Supported content strategy and analytics behind UScellular's policy and procedure knowledge base.
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Operated UScellular's $200K/month employee phone discount program.
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Built fraud-focused reporting that sustained $7.2M in annual savings by cutting average monthly account adjustments.
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I am always interested in discussing new opportunities, solving complex challenges, or exploring how I can help your organization.
Email me at
Michael.Sing@misiprojects.com