Michelle McClendon
Memphis
Summary
Dedicated professional with 20+ years of experience delivering high-quality support in Healthcare and Government settings. Skilled in conflict resolution, account management, and maintaining high satisfaction ratings. Recognized for improving first-call resolution and building long-term client relationships.
Overview
9
9
years of professional experience
Work History
Sr Claims Rep
Sedgwick Claims Management
2020.01 - Current
- Manage a caseload of #200 complex claims (auto, property, workers’ comp, liability, etc.) valued at up to $[7,500.00].
- Conduct thorough investigations including recorded statements, documentation review, and liability assessment.
- Negotiate settlements, reducing average claim costs by 27% while maintaining compliance.
- Ensure adherence to state regulations and company policies.
- Mentor junior claims adjusters and provide training on best practices.
- Maintain claim closure rate of 87% within target timeframe.
Package Handler
FedEx
2023.09 - 2024.05
- Sort packages by route and destination using RF scanners and tracking systems.
- Operate pallet jacks and other warehouse equipment safely.
- Maintain accuracy in package handling to minimize damages and delivery delays.
- Adhere to company safety policies and OSHA regulations.
- Meet or exceed daily productivity targets.
CSR
Internal Revenue Service, IRS
2021.10 - 2023.01
- Assist #75 taxpayers daily via correspondence regarding account balances, notices, refunds, and payment options.
- Research account discrepancies using internal tax systems and resolve issues accurately.
- Explain tax laws, filing requirements, penalties, and interest calculations in clear, understandable terms.
- Establish installment agreements and provide guidance on compliance options.
- Maintain strict confidentiality in accordance with federal privacy regulations.
- Meet or exceed performance metrics for call resolution time and quality assurance.
Lead CSR
Crossroads Hospice and Palliative Care
2018.05 - 2020.12
- Serve as first point of contact for patients, families, and referral sources.
- Coordinate hospice admissions, including intake documentation and eligibility verification.
- Verify insurance coverage, obtain authorizations, and explain benefits to families.
- Schedule nursing, social work, chaplain, and aide visits in coordination with care teams.
- Maintain accurate documentation in EMR/EHR systems.
- Ensure compliance with HIPAA and Medicare/Medicaid regulations.
- Provide compassionate communication during end-of-life care discussions.
Sr Vacation Rep
Bluegreen Vacations
2016.12 - 2018.01
- Generate $96,360.00 in annual revenue through vacation package sales and upgrades.
- Consistently exceed monthly sales targets by 92%.
- Present vacation ownership or travel packages to prospective clients.
- Manage inbound and outbound leads, converting 67% into confirmed bookings.
- Mentor junior representatives and assist with onboarding and sales coaching.
- Resolve guest concerns to maintain high satisfaction ratings.
Education
Associate of Arts - Health Services Administration
Philander Smith College
Little Rock, ARGED -
JobCorp
2302 HWY 60 E MORGANFIELD, KY 424372002-12
Skills
- Warehouse Safety Compliance
- Team Collaboration
- Time Management
- Coverage verification
- Claims investigation
- Claims analysis
- Claims processing
- Time management
- Decision-making
- Microsoft office
- Data-driven decision making
- CRM proficiency
- Performance tracking
- Account growth
Timeline
Package Handler
FedEx
2023.09 - 2024.05
CSR
Internal Revenue Service, IRS
2021.10 - 2023.01
Sr Claims Rep
Sedgwick Claims Management
2020.01 - Current
Lead CSR
Crossroads Hospice and Palliative Care
2018.05 - 2020.12
Sr Vacation Rep
Bluegreen Vacations
2016.12 - 2018.01
Associate of Arts - Health Services Administration
Philander Smith College
GED -
JobCorp