Administrative & Claims Support Specialist

Michela Reynolds

202-***-**** ***************@*******.*** Berlin, 21811 MD

SUMMARY

Detail-oriented administrative and claims support professional with 5+ years of experience processing high-volume records, reviewing documentation, conducting investigations, and supporting customer and case management operations within government and remote environments. Proven expertise in data entry, claims review, appeals processing, document indexing, quality assurance, and regulatory compliance. Skilled at maintaining accuracy across large datasets, investigating discrepancies, resolving complex cases, and handling sensitive information with confidentiality. Recognized for exceeding productivity goals, maintaining exceptional accuracy, and supporting operational excellence in fast-paced environments. SKILLS

• Data Entry & Data Validation • Claims

Processing

• Appeals Review & Resolution

• Document Review & Verification

• Records Management

• Quality Assurance Auditing

• Case Investigation

• Claims Intake Processing

• Regulatory Compliance

• Fraud Detection Support

• Database Management

• Microsoft Office Suite

• Zendesk

• CRM Systems

• Administrative Support

• Written Communication

• Attention to Detail

• Time Management

EXPERIENCE

Emergency Management Specialist GS-09, Federal Emergency Management Agency (FEMA), November 2020-Current

• Processed and reviewed disaster assistance applications to ensure compliance with DHS and FEMA regulations, facilitating timely assistance delivery.

• Indexed and entered documentation for 340+ registrations daily, maintaining accuracy and data integrity standards.

• Investigated complex claims, appeals, duplicate benefits, and eligibility determinations to support accurate case resolutions.

• Reviewed and verified applicant documentation to identify discrepancies, preventing duplicate payments and mitigating potential fraud risks.

• Conducted quality monitoring, training support, and case assignments while serving as a Subject Matter Expert for onboarding initiatives.

General Support Associate (Remote), ID.me, June 2021-December 2022

• Processed account verification requests and resolved customer inquiries through email and live chat channels.

• Completed account setup, troubleshooting, and documentation updates within Zendesk systems.

• Maintained detailed records of customer interactions and case resolutions for compliance and tracking purposes.

• Collaborated with internal teams through Slack and virtual communication channels to resolve escalated issues.

• Supported overnight operations while consistently meeting productivity and quality performance goals.

Document Specialist, United States Postal Service – Letter Carrier, October 2014-August 2020

• Scanned and indexed 2,500+ records daily, enhancing tracking and documentation management.

• Processed and entered data for 2,000+ documents daily, ensuring accuracy and confidentiality.

• Verified customer information and tracking details for accurate entry into USPS systems.

• Maintained operational records and delivery logs in accordance with organizational procedures.

• Provided customer service support while resolving inquiries regarding postal services, policies, and delivery issues.

EDUCATION AND TRAINING

High School Diploma

I.D.E.A Public Charter School

Bachelor of Arts

Criminal Justice Coursework, Colorado Technical University

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