MICHELE A. WILSON

ad46ji@r.postjobfree.com

502-***-****

Dynamic leader looking to utilize areas of expertise

Operates effectively in fast-paced settings

Attentive to detail and excellent time management

Strong organizational skills

Proficient in Microsoft Office programs

Fluent in Spanish and Minor in Mandarin Chinese

Experience

The Rawlings Company

Workers’ Compensation Team Lead February 2018 - Present

Continuously coaching and mentoring analysts to improve file handling and file quality through side by sides, file reviews and team trainings.

Improving the quality of California disputed files through implementing new processes and procedures.

Implemented new client mix amongst team to create better quality of handling files.

Corrected and added missing letters for the team to utilize to more effectively work their inventory.

On average, 70% of the team hit their quarterly goal throughout 2018 and 2019.

The Rawlings Company

Assistant Team Leader October 2017 – February 2018

Interim Team Lead during extended Team Lead absence.

Coach, counsel and grow analysts on a daily basis through feedback, quality reviews, side by sides, reviewing no recovery files and settlement form sign offs to ensure individual and team goals are met.

Conduct daily huddles with the team to review new information and daily production goals.

Complete production reports throughout each quarter and keep team members informed of their goals and progress.

Attended The Rising Leader, Building Blocks of Leadership and the FMLA & ADA Course.

The Rawlings Company October 2015 – October 2017

Subrogation Analyst

Researched and identified potential subrogation files by effective use of the phone, reviewing questionnaires, attorney letters and other sources.

Made outbound calls to effectively recover from all sources possible and to track updates on claims and cases.

Ranked first in class for second quarter of 2016 and Top Performer in July 2017 and September 2017 for highest number of recoveries.

Consistently met daily and monthly metrics.

TQC from September 2016 to December 2016 assisting in the nest

Assisted in SRS Kappa testing.

Part of various other projects including PET Team and involved in new hire interviews.

Humana Inc. November 2012 - 0ctober 2015

Frontline Leader, Medicare Risk Adjustment

Led execution of team objectives ensuring achievement of key metrics.

Continuously improved departmental operating policies, system tools and procedures to improve process efficiency.

Launched Workforce Management Tool and continued customization within department.

Selected, coached and developed team of 20 service representatives and production leaders.

Humana, Inc. June 2012 – November 2012

Production Leader, Medicare Risk Adjustment

Directly controlled production for department by submitting data requests maintaining productivity and controlling inbound call activity.

Tracked and tested system performance issues while working with vendors to streamline production.

Managed associates to ensure prompt and efficient operation of call center.

Managed spreadsheets and graphs trending department’s production and progress.

Humana, Inc., February 2011 – June 2012

Bilingual Customer Care Specialist

Evaluated individual cases reviewing details and ensuring correct action was taken.

Communicated extensively with members in Spanish and English.

Trained new hires and mentored for success in their positions.

Demonstrated constant need and use of detail, patience and understanding.

EDUCATION

Miami University 2006 – 2010

Oxford, Ohio

Bachelor of Arts, GPA: 3.4

Major: International Studies-Conflict, Peace & Diplomacy

Minor: Spanish

Minor: Mandarin Chinese

Universidad De Duesto 2009 - 2010

Bilbao, Spain

Pursued studies in Business and Spanish

Foreign Studies University 2009

Tianjin, China

Studied Mandarin Chinese

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