Michelle Shankle
Port Orange,FL
Summary
Dynamic customer service professional with extensive experience in case management and consultative selling. Proven ability to manage compliance, train team members, and resolve issues effectively while maintaining high standards of accuracy and customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Case Manager
LINCARE – Powered Mobility
Daytona Beach, FL
09.2024 - 01.2026
- Guided patients and healthcare professionals through eligibility requirements while streamlining documentation collection.
- Managed case files to ensure compliance through accurate documentation practices.
- Resolved complex customer concerns by applying effective problem-solving techniques and communication skills.
- Collaborated with internal departments to achieve timely case resolution and enhance customer satisfaction.
- Processed detailed medical documentation with precision and a strong focus on accuracy.
- Handled high-volume inbound inquiries from customers, providers, and payers while ensuring HIPAA compliance.
- Safeguarded patient data in accordance with HIPAA privacy protocols.
- Trained new staff on case management procedures and proper client interaction methods.
Customer Logistics Liaison & Tier 2 Lead
WB MASON
Daytona Beach, FL
09.2022 - 07.2024
- Served as primary liaison between customers, logistics teams, and warehouse operations to enhance communication.
- Resolved escalated customer issues, ensuring compliance with service-level expectations.
- Facilitated onboarding for strategic business accounts to strengthen client relationships.
- Trained and mentored team members on processes, systems, and customer service best practices.
- Utilized data analysis to identify opportunities for improving operational efficiency.
- Maintained high customer satisfaction in fast-paced, performance-driven environment.
- Coordinated communication with stakeholders regarding purchase orders and approvals.
Support Agent (Remote)
FANEUIL
10.2020 - 08.2022
- Facilitated health plan enrollment through high-volume inbound call support for timely service access.
- Assisted customers with benefits inquiries, eligibility requirements, and plan navigation.
- Supported healthcare providers and internal partners in resolving enrollment issues for operational efficiency.
- Interpreted customer needs to deliver appropriate solutions efficiently.
- Provided product information and guidance for accurate service utilization.
- Maintained up-to-date knowledge of company policies and service offerings for effective customer assistance.
- Documented customer interactions in detail while adhering to HIPAA compliance standards.
- Consistently achieved productivity, quality, and customer satisfaction benchmarks.
Education
Bachelor of Science - Business Administration, Human Resource Management
DeVry University
Orlando, FL10-2025
Skills
- Case management
- CRM software expertise
- Data analysis and attention to detail
- Microsoft Office proficiency
- Conflict resolution
- Client communication
Certification
- 2-40 Health Insurance Agent License
- IAPDA Certified
Timeline
Senior Case Manager
LINCARE – Powered Mobility
09.2024 - 01.2026
Customer Logistics Liaison & Tier 2 Lead
WB MASON
09.2022 - 07.2024
Support Agent (Remote)
FANEUIL
10.2020 - 08.2022
Bachelor of Science - Business Administration, Human Resource Management
DeVry University