Michelle Reed
Phoenix,AZ
Summary
Nine years as an SME in insurance and technology, with experience on both the operational and technical ends. Comfortable working within various methodologies (Agile, Scrum, and Waterfall) with Technical Architects, CIOs, and CTOs as an analyst and project manager. Extremely knowledgeable in areas of cloud technology, financial application teams, and health care systems. Familiar with scope control, change management, critical path method, especially as it applies to Agile methodology. Resourceful Dispatch Coordinator known for productivity and efficiency in task completion. Skilled in logistics management, route optimization, and communication, ensuring smooth operations. Excel in time management, problem-solving, and adaptability, contributing to successful team coordination and customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Dispatch Coordinator
Fruth Group
Phoenix, Arizona
05.2022 - 09.2024
- In charge of dispatching and tracking service tickets for repair & managed services
- The extent of my duties varies
- As dispatch coordinator, I work schedules, manage routes, and monitor the progress of Client’s requests
Credit Investigator
Toyota Financial Services (ComTech Info Systems – Contractor)
Phoenix, Arizona
08.2020 - 10.2021
- Verified employment records to ensure accuracy and compliance with company policies
- Investigated creditworthiness by analyzing financial histories and credit reports
- Analyzed financial reports to assess organizational performance and identify areas for improvement
- Compiled loan applications by gathering necessary documentation and streamlining the submission process
Financial Aid Processor
Ashford University (Target CW -- Contractor)
Phoenix, Arizona
03.2020 - 07.2020
- Assess students' needs, determine eligibility, help complete paperwork, and work with loan-takers to make certain they pay the money back
- Utilized interpersonal skills and organizational abilities
Junior Project Manager/Analyst
Charles Schwab (Modis—Contractor)
Phoenix, Arizona
03.2019 - 09.2019
- Leader of a cross functional scrum team focusing on financial applications and high-risk investments for clients with a higher net worth
- Ran meetings and sprint activities
- Created and authorized financial operations relating to newly authorized programs
- Provided direct support to our operations teams and financial advisors
Junior Project Manager/Analyst
Oscar Health (Hireright—Contractor)
Phoenix, Arizona
09.2018 - 12.2018
- One of the leaders of a team supporting an overhauled system for insurance quoting and processing
- Focused on updates to small business operations team
- Entered and refined requirements in documentation system (Confluence)
- Addressed stories and bugs in JIRA
- Led Sprint activities, including planning, backlog grooming, and regular scrum meetings
- Worked with Product Owners to document the roadmap, write epics, stories, create releases, define and prioritize development tasks
Benefits Advisor
CVS (TEKSystems—Contractor)
Phoenix, Arizona
09.2016 - 02.2017
- Provided pharmacy plan education and conflict resolution for policyholders of Medicare Part D plans
- Created prior authorizations for specialized or restricted prescriptions, including physician outreach
- Educated patients on subjects of coverage, and tiers of plan allowances while adhering to SLAs for proper patient care
Credit Consultant
Lexington Law Firm
Phoenix, Arizona
08.2015 - 09.2016
- Answered inbound calls & provided consultations to potential clients, presenting a breakdown of current credit score, challenges, and offer the appropriate service level for credit repair
- Presented service level options & benefits before turning their case over to the paralegal team
Insurance Analyst
XL Catlin (Contractor)
Phoenix, Arizona
03.2015 - 06.2016
- Researched & compared commercial E&O submissions for liability insurance coverage
- Clients included Finance, Real Estate, and Legal Professionals
- Presented and reviewed reports with Senior Underwriters and Brokers
Prior Authorization Specialist
Catamaran (Contractor)
Phoenix, AZ
01.2015 - 06.2015
- Coordinated with other departments to obtain additional information needed for prior authorization.
- Responded promptly to inquiries from providers, patients and payers regarding status of prior authorization requests.
- Processed appeals in a timely manner as per policy guidelines.
- Maintained accurate records of all authorization activities in the database system.
- Researched clinical criteria and determined eligibility for requested services based on plan provisions.
- Collaborated with internal staff members to resolve discrepancies or issues related to prior authorizations.
- Assisted with developing policies and procedures related to prior authorizations.
- Facilitated communication between providers, payers and health plans regarding prior authorization processes.
Customer Success Manager
Hertz Car Rental
06.2013 - 06.2014
- Handled escalations and issues from rental queues
- Addressed inbound customer-facing communication via phone and video chat
- Processed inquiries, completed rental transaction, and handled billing corrections
Education
AA - Business
Mesa Community College
Skills
- Agile
- Scrum
- Waterfall
- Salesforce
- Amazon Web Services
- Azure
- JIRA
- Confluence
- MS Project
- Planview
- Smartsheet
- Excel
- MS Word
- Visio
- PowerPoint
- Information management
- Demand management
- Supply management
- Monitoring
- Housekeeping
- Incident Management
- Problem Management
- Test Data Management
- Continuous Improvement
- Automation
- Repair Scheduling
- Work Crew Dispatch
- Customer Service
- Distance Estimation
- Customer Request Management
Certification
Certified Scrum Master, Scrum Alliance
References
Personal and professional references available on request.
References
References available upon request.
Timeline
Dispatch Coordinator
Fruth Group
05.2022 - 09.2024
Credit Investigator
Toyota Financial Services (ComTech Info Systems – Contractor)
08.2020 - 10.2021
Financial Aid Processor
Ashford University (Target CW -- Contractor)
03.2020 - 07.2020
Junior Project Manager/Analyst
Charles Schwab (Modis—Contractor)
03.2019 - 09.2019
Junior Project Manager/Analyst
Oscar Health (Hireright—Contractor)
09.2018 - 12.2018
Benefits Advisor
CVS (TEKSystems—Contractor)
09.2016 - 02.2017
Credit Consultant
Lexington Law Firm
08.2015 - 09.2016
Insurance Analyst
XL Catlin (Contractor)
03.2015 - 06.2016
Prior Authorization Specialist
Catamaran (Contractor)
01.2015 - 06.2015
Customer Success Manager
Hertz Car Rental
06.2013 - 06.2014
Certified Scrum Master, Scrum Alliance
AA - Business
Mesa Community College
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